Jeffrey Nucum

Experience

• 

  Sutherland

  Nov 2016 - Feb 2017

  Internship

  Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

• 

  Sutherland

  May 2017 - Oct 2020

  Desktop Support Engineer

  Desktop support Engineer is the first level of IT support at Sutherland Global Services. The main key responsibility of an IT Engineer is to maintain customers and client’s satisfaction by providing SLA based IT ground and remote assistance and maintaining high level of service that meets the company’s level of expectation. Responsibilities:• Provide remote and ground assistance to company’s associates.• Maintaining the usability of company’s workstations.• Troubleshoot Software and hardware related issues.• Engage in resolving program outages like network/ISP flaps, server issues, Web sense issues, telephony issues.• Installation of Program’s software and applications.• Perform Operating system upgrades, OS Hardening and creating program base images.• Provide resolution on daily issues encountered.• Maintaining proper VLAN on each workstations per program basis.• Engage in VLAN and DHCP Scope Creation• Setup/ Allocate machines and prepare them based on the program requirements.• Establishing real time communications with the company’s service delivery and technology partners• Notifying Stakeholders on Multiple outages on sites.• Floor walks and audits workstations from Peripherals to System securities.• Meets SLAs of the tickets being raise on the service now system.• Engage on Technology calls such us network/server upgrades.• Maintain the usability of the SCM Servers.• Maintaining daily compliance such as OS patches and Anti-Virus Updates.• Assist Clients and new program launch setup. Show less

• 

  IQor

  Oct 2020 - now

  IT Remote Specialist Level II

  Provides second-tier support to end users for either PC, server or mainframe applications, and hardware. Handles problems that the Service Desk agent or Remote Specialist 1 is unable to resolve. May interact with network services, software systems engineering, and or applications development to restore service and or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties.Responsibilities• Maintain timely status of Incidents, Requests and Alerts to ensure effective communication to the iQor user community• Engage in resolving program outages like network/ISP flaps, server issues, Web filtering issues, telephony issues.• Engage with Realtime bridge and escalations of the programs and clients to troubleshoot VDI environment issues• Installation of Program’s software and applications.• Develops and maintains processes, procedures, and documentation.• Understands and embraces the business and IT strategic direction.• Utilize Remote Connectivity Application to support user.• Answer incoming Information technology calls in a timely manner, discusses problems with users, evaluates and prioritizes Incidents.• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of nonvalue added processes, or complete reengineering of processes and systems)• Demonstrate a commitment to customer service anticipate, meet, and exceed expectations by solving problems quickly and effectively, making customer issues a priority. Show less