Jonathan Jakubovic

Experience

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  Affiliated Computer Services

  Oct 2009 - Mar 2010

  Customer Service Representative

  • Provided primary customer support to internal and external customers.• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Cultivated customer loyalty, promoted repeat business and improved sales.

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  CompuCom

  Mar 2010 - Jul 2010

  Technical Support Analyst

  • Managed complex hardware, software, and network problems to accurately resolve issues, and prepare reports summarizing and analyzing the issues.• Provided guidance and assistance with software functionalities.• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

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  Baker Hughes

  Aug 2010 - Dec 2010

  Geoscience Technician

  • Managed virtual wells by creating, modifying, access control, data transfer (upload and download).• Managed complex software problems to accurately resolve issues.• Managed day-to-day help desk operations including, virtual well management, ticket prioritization, tracking, and timely resolution, as well as technical support to 300+ staff.

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  Startek

  Aug 2011 - now

  • Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.• Supervised deployments and provided troubleshooting and user support.• Managed project scope, schedule, status and documentation.• Assisted in reducing up to 30% in monthly costs for clients by implementing a streamlined process IT solution for contact center operations.• Identified and successfully partnered with 3rd party vendors increasing the company's portfolio of services. Show less • Successfully maintained operations on 2 contact centers on a yearly IT budget of USD $100K with 1,500+ staff and with 3 IT Techs.• Completed contact center operations migration of 400+ employees and equipment within 2 weeks while also deploying a new client, saving around USD $100K on rent with minimal operational impact.• Coordinated ongoing technical training and personal development classes for staff members.• Closely collaborated with project members to identify and quickly address problems.• Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs. Show less • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.• Configured systems according to prescribed software and hardware frameworks.• Managed system-wide operating system and software deployments as well as related software upgrade problems.• Onboarded new users to internal systems by providing network credentialing, desktop and laptop usage. Show less

  • Manager Digital Solutions

    Jan 2023 - now

  • Information Technology Solutions Architect

    Mar 2019 - now

  • IT Manager

    Jul 2015 - Feb 2019

  • IT Support Technician III

    Oct 2013 - Jun 2015

  • IT Support Technician

    Aug 2011 - Sept 2013