Ferris Jayber
Olmsted Falls,OH
Summary
Graduate of Cleveland State University with a BBA in Computer Information Systems; I bring a unique blend of technical and analytical skills to the table. With almost 6 years of experience in the field, I have a deep understanding of IT Services and an unwavering commitment to protecting my clients' assets. I have effectively detected and responded to security incidents, troubleshooted user issues, and presented insights to stakeholders in a clear and concise manner. I love to utilize my education, apply what I have learned, and gain further knowledge in my field of study. I am driven by a desire to stay ahead of the curve and continuously improve my knowledge and skills. I am always looking to expand my network and connect with like-minded professionals. I also have vast experience as a coordinator with a demonstrated consistency working on customer oriented solutions.My determination, reliability, and hard work allow me to shine as a team player and leader with my employer.
Overview
12
12
years of professional experience
Work History
IT Service Desk Technician
VitalCORE
Westlake, OH
08.2024 - Current
- Build and maintain strong relationships with executive leadership, drawing on extensive experience as an Executive Admin with a deep understanding of the current IT business environment.
- Strong organizational skills to coordinate efficiently and meet the expectations of CEOs who expect prompt and accurate resolutions.
- Provide comprehensive support for the Microsoft 365 suite, addressing inquiries related to Outlook and other applications.
- Demonstrate proficiency in handling office equipment, including multi-function printers, with specific expertise in Air Print functionality within a corporate network for iOS Devices, iPads, and Windows PCs.
- Utilize technical acumen to navigate Zoom and Teams, ensuring a seamless virtual collaboration experience.
- Exhibit excellent communication skills, demonstrating patience and professionalism while addressing repetitive technical issues.
- Ability to articulate technical solutions effectively, providing 24/7 support via text/phone.
- Be prepared to travel to local areas area on short notice to address any IT concerns.
- Bring extensive experience in deskside executive admin roles, providing support tailored to the needs of high-level executives.
- Documents, tracks, and monitors problems to ensure timely resolutions.
- Participates in various hands on IT projects working with internal and external teams.
- Maintained an inventory of spare parts for quick resolution of hardware faults.
Site IT Support Analyst
PPG
Cleveland, OH
09.2023 - 08.2024
- Onsite Technology Support provides Tier 2 in-person assistance to employee end users.
- Responds to telephone calls, emails, and personnel requests for technical support.
- Provide support to 700+ end users on a variety of issues. -Identifies, researches, and resolves technical problems.
- Maintaining and troubleshooting a range of user problems including PC hardware/software/LAN and voice network.
- Diagnosing problem source through discussions with users and coordinating with internal IT organization support and operations groups and/or with vendors to resolve problems.
- Acquiring, installing, and upgrading PC components and software and planning for/responding to service outages and other problems.
- Training users on use of new technology and software.
- Performs pro-active monitoring of our clients computer systems through appropriate tools.
- Documents, tracks, and monitors problems to ensure timely resolutions.
- Participates in various IT projects working with internal and external teams.
SOC Analyst
Fortress SRM
Cleveland
07.2021 - 07.2023
- Provide exceptional customer service and technical expertise on inbound calls and tickets generated by customers
- Troubleshoot issues relating to: Windows domains and workgroups, Windows networking, Active Directory, User profile creation and modification, Onsite Exchange and hosted Exchange environments, Microsoft Office Suite, Windows 7/10, macOS, Third party applications with the assistance of the vendors support staff
- Perform support remotely to managed services customers using remote monitoring and management tools
- Log time entries and notes for support and maintenance performed
- Provide customers with timely written and oral updates regarding their support cases
- Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction
- Follow outlined escalation procedures.
SOC Analyst
MCPC
Cleveland
07.2019 - 07.2021
- Provide exceptional customer service and technical expertise on inbound calls and tickets generated by customers
- Troubleshoot issues relating to: Windows domains and workgroups, Windows networking, Active Directory, User profile creation and modification, Onsite Exchange and hosted Exchange environments, Microsoft Office Suite, Windows 7/10, macOS, IT Troubleshooting, Customer Service, Helpdesk Support, Communication, Solution-oriented, Incident Response, Security Awareness, Third party applications with the assistance of the vendors support staff
- Perform support remotely to managed services customers using remote monitoring and management tools
- Log time entries and notes for support and maintenance performed
- Provide customers with timely written and oral updates regarding their support cases
- Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction
- Follow outlined escalation procedures.
Frontend Coordinator
Market District
Westlake
03.2019 - 07.2019
- Maintain safety as the top priority for team members, guests and products
- Properly handle products and equipment in accordance with food safety and safety guidelines
- Provide unparalleled guest service, constantly striving to delight and surprise guests, vendors and stakeholders
- Assist Guest Services Team Leader with delegating work assignments, directing the guest flow and controlling department costs to ensure store, department, and guest requirements are met
- Perform duties of staff as required
- Follow proper procedures to ensure store meets out-of-stock percentage goals
- Maintain accurate department records
- Give direction and work assignments to front end team members to ensure efficient operation of the business
- Monitor and audit cash control procedures for cash registers, self-checkout registers and change tills
- Demonstrate appropriate selling techniques
- Actively participate in, and promote, an environment which embraces diversity, inclusion and respect for team members, customers, vendors and the community
- Respond timely to Team Member requests for assistance.
Frontend Coordinator
Giant Eagle, Inc.
Westlake
12.2014 - 03.2019
- Maintain safety as the top priority for team members, guests and products
- Properly handle products and equipment in accordance with food safety and safety guidelines
- Provide unparalleled guest service, constantly striving to delight and surprise guests, vendors and stakeholders
- Assist Guest Services Team Leader with delegating work assignments, directing the guest flow and controlling department costs to ensure store, department, and guest requirements are met
- Perform duties of staff as required
- Follow proper procedures to ensure store meets out-of-stock percentage goals
- Maintain accurate department records
- Give direction and work assignments to front end team members to ensure efficient operation of the business
- Monitor and audit cash control procedures for cash registers, self-checkout registers and change tills
- Demonstrate appropriate selling techniques
- Actively participate in, and promote, an environment which embraces diversity, inclusion and respect for team members, customers, vendors and the community
- Respond timely to Team Member requests for assistance.
Cashier
Kmart
Westlake
01.2013 - 12.2014
- Manage transactions with customers using cash registers
- Scan goods and ensure pricing is accurate
- Collect payments whether in cash or credit
- Issue receipts, refunds, change or tickets
- Redeem stamps and coupons
- Cross-sell products and introduce new ones
- Resolve customer complaints, guide them and provide relevant information
- Greet customers when entering or leaving the store
- Maintain clean and tidy checkout areas
- Track transactions on balance sheets and report any discrepancies
- Bag, box or gift-wrap packages
- Handle merchandise returns and exchanges.
Education
Bachelor of Business Administration - Computer Information Systems, Manage Information Systems
Cleveland State University
05.2021
High School Diploma -
Westlake High School
05.2015
Skills
- Active Directory
- Microsoft Azure
- Microsoft Access
- Microsoft Exchange
- Microsoft Office
- ConnectWise
- Service Now
- Paycor
- Jira
- N-Able
- ScreenConnect
- Spiceworks
- IT Glue
- 1password
- DocuSign
- Salesforce
- Cornerstone
- SAP
- JDE
- Microsoft Outlook
- Microsoft Office Word
- Microsoft PowerPoint
- Microsoft Excel
- Solarwinds
- ASM
- Men & Mice Management Console
- Splunk
- Troubleshooting
- Customer Service
- Customer Satisfaction
- Technical Support
- Help Desk Support
- Cybersecurity
- Vulnerability Management
- Problem Solving
- Attention To Detail
- Information Technology
- Incident Response
Personal Information
Place of Birth: Westlake, OH
Languages
- English
- Arabic
Volunteer Experience
Rea-Ann Nursing Facility | Westlake, OH
01/2014 - 05/2014
- Interacted with patients, rounding on patient's rooms, assisted in discharges, answering calls, restocking supplies, assisted nursing staff with errands, and other tasks as assigned to help the unit run smoothly and allow staff to focus more time on patient care.
Clague Playhouse | Westlake, OH
03/2015 - 05/2015
- Organized the playhouse and prepared it for upcoming plays.
Hobbies and Interests
- Traveling
- Basketball
- Baseball
- Gaming
Timeline
IT Service Desk Technician
VitalCORE
08.2024 - Current
Site IT Support Analyst
PPG
09.2023 - 08.2024
SOC Analyst
Fortress SRM
07.2021 - 07.2023
SOC Analyst
MCPC
07.2019 - 07.2021
Frontend Coordinator
Market District
03.2019 - 07.2019
Frontend Coordinator
Giant Eagle, Inc.
12.2014 - 03.2019
Cashier
Kmart
01.2013 - 12.2014
Bachelor of Business Administration - Computer Information Systems, Manage Information Systems
Cleveland State University
High School Diploma -
Westlake High School