Jonathan Busch

Experience

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  Everett Community College

  May 2017 - Dec 2018

  Student Employee - Desktop Management

  Used ticketing systems, remote assistance software, and deployment consoles to support students and college staff with a wide variety of technical issues from password resets and permission issues to software and hardware troubleshooting. Imaged, upgraded, and applied software packages and policies to computers. Helped manage outgoing surplus, incoming equipment upgrades, and full classroom and office moves. Frequently worked with other college departments like Enterprise Services, Facilities, and Space Management on cooperative projects. Improved knowledgebase documentation to improve workflow for technicians. Show less

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  Artech Information Systems

  Jan 2019 - Aug 2019

  Level Two Helpdesk Analyst

  Support franchise owners and their employees with technical needs in a remote support call center environment. Create tickets and search Knowledge Base Articles with Service Now. Maintain statistics like Service Level Agreements, Average Speed of Answer, First Call Resolution. Effectively communicate issues, user info, and steps taken to other team members to get issues resolved quickly.

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  Bravens Inc.

  Aug 2019 - Oct 2021

  Sr. Helpdesk Analyst

  Worked both in person and remotely to keep users connected and productive by; providing software and hardware fixes, network and VPN troubleshooting, software installations, and building documentation or SOPs.Supported network and infrastructure admins by rack mounting and maintaining physical servers, switches, and routers. Helped with installing AV and telephone conferencing equipment around the office.Special projects:• Used SCCM reporting to track down outdated Windows installations, contact users, and resolve issues.• Helped the company move to a new office; facilitated an IT move, a furniture move, and more.• Managed a help desk set up to provide IT support to recently onboarded remote employees; helped with first time access to remote VDI systems. Show less

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  Infosys

  Oct 2021 - now

  Systems Engineer - IT Service Management