Justin Yergeau

Experience

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  Davenport University

  Aug 2013 - Apr 2015

  Resident Assistant

  - Guided 120 residents with personal, academic, social, and diversity responsibility- Developed and executed large scale interactive and community building programs on my floor and residence halls- Perform building rounds and serve in the on-duty rotation schedule during the academic year- Controlled incidents of all nature that happened on campus in regards to the safety and security of the residents and buildings- Foster a sense of inclusiveness while promoting community that is welcoming to people of all backgrounds- Demonstrated proficient ability to complete daily administrative tasks Show less

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  Forest Hills Public Schools

  Jun 2015 - Oct 2015

  Technician Intern

  ● Assisted with summer projects, including the changeover from Windows 7 to Windows 10● Hands on technical experience with laptops, desktops, handhelds, projectors, printers, and document cameras● Gained valuable experience with Active Directory, SCCM, Microsoft Suite, Google Suite, & Helpdesk Systems ● Provided technical expertise for system setups, transitions, and migration

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  Ottawa Area ISD

  Jan 2016 - Jun 2016

  Field Support Technician

  ● Provide phone, on-site, and ticketing districtwide support through the KACE helpdesk system● Worked heavily with Mac, Windows, and Remote Management tools● Performed complex network & desktop troubleshooting along with hardware & software analysis and repair

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  Forest Hills Public Schools

  Jun 2016 - Apr 2019

  Technician/Intern Supervisor

  ● Provide excellent technical support and assistance to customers with any hardware or software problems● Effectively communicate technical solutions and answers in a way users can understand● Placed hardware and software into production by testing and preparing prior to deployment● Provide network and hardware training for new and existing staff members● Maintain network infrastructure including switches, patch panels, and network drops● Provided support for all district devices and operating systems including Windows, Mac, Android, iOS, and more● Oversee and assist with interviewing interns as part of the district's technology intern program● Develop training materials and documentation for new and existing staff members Show less

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  SecureLink

  Apr 2019 - Jan 2023

  - Ensured operational functionality within SLAs for the customer deployment base.- Coached and developed skills for new hires and Tier 1 Technical Analysts.- Collaborated with Product Development to address technical issues and gather customer feedback.- Contributed to the development of the support organization and processes.- Managed customer communication and satisfaction in collaboration with Customer Success Managers.- Monitored and reported on analyst performance and customer feedback metrics. Show less - Responsible for ensuring our customer deployment base is operational and functioning within expectations.- Maintain detailed case records containing actionable problem statements, impact assessments, and priority levels- Document solutions, root cause and preventative measures for customer-oriented issues.- Verify features, fixes, and resolutions to break-fix issues in the customer production environment.- Participate in cross-functional teams and projects to deploy new customers environments.- Work with the Sales and Account Management organization to ensure customer’s technological expectations are well managed concerning the customer’s current or new deployment.- Perform patching and upgrades to new versions in the customer production environment. Show less

  • Technical Services Engineer

    Jul 2022 - Jan 2023

  • Technical Operations Team Lead

    Jul 2021 - Jul 2022

  • Senior Technical Operations Analyst

    Apr 2019 - Jun 2021
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  Imprivata

  Jan 2023 - now

  - Configured and delivered servers for various purposes, ensuring smooth operations.- Collaborated with cross-functional teams to address bugs, propose improvements, and enhance the product.- Managed the technical services case pipeline efficiently, ensuring timely resolution of customer change requests.- Spearheaded the takeover of a product offering, serving as the main point of contact for team issues and questions.- Identified and implemented workflow improvements for enhanced operational efficiency. Show less

  • AppOps Engineer II

    Apr 2024 - now

  • Implementation Engineer

    Jan 2023 - now