JASON BIRDEN

• Act as a Tier 2 escalation point for enterprise end-user, application, and infrastructure incidents, resolving complex technical issues beyond Tier 1 scope
• Troubleshoot network connectivity and performance issues including VPN access, DNS resolution, authentication failures, and latency-related incidents
• Perform network and application performance monitoring to identify service degradation, recurring issues, and trends impacting availability and user experience
• Support Active Directory user and group management, permissions, and endpoint configuration across Windows environments
• Provide remote and onsite support for desktops, laptops, mobile devices, and peripherals in a production enterprise environment
• Coordinate with internal infrastructure teams and external vendors to resolve escalated incidents and meet SLA requirements
• Maintain accurate documentation of incidents, root cause findings, and resolutions within ServiceNow and internal knowledge bases
• Assist with IT asset lifecycle management, including inventory tracking, reporting, and onsite equipment validation Technical Support Analyst (Tier 2)

• Document client reported problems, steps taken to reach a resolution, and other relevant information in a ticketing system when required.
• Utilize in-house software toolsets to troubleshoot client reported problems, aid with requested software configuration adjustments, provision any new hardware installations, and other tasks as necessary.
• Ensure each ticket is properly resolved or has been escalated (when necessary).
• Analyze problems and develop solutions to meet client needs.

• Acted as the advanced technical contact, delivered advanced technical troubleshooting and problem-solving solutions for corporate customers including, issues escalated to the highest level of management.
• Collaborate with domain experts (SME’s) and escalation managers when additional support was needed.
• Manage critical issues by setting customer expectations, devising and implementing action plans and professionally communicating to all parties involved.
• Seeked supplemental training to improve performance and develop specialization.

• Collaborated with development teams to ensure timely review of scan assessments. Provided expert consultation on remediation processes and the requirements for proper conduction of review.
• Ensured success and proficiency for Open Source teams to support enterprise-wide business units. Provided feedback for application upgrades and offered support on technical conversations with all stakeholders.
• Offered adjustments to training program for new hires. Supported the growth of staff through mentorship and specialized training. Conducted role assessments appropriately.
• Developed presentations to educate executive leaders on cyber security awareness and implementation. Built close relationships with operations teams.

• Served as the subject matter expert for test plan documentation, technical writing, SDLC, configuration management, and release cycles. Utilized various performance test tools and HP LoadRunner.
• Oversaw the planning and management of all performance tests. Provided guidance to staff regarding monitoring, metric analysis, and necessary updates.
• Worked closely with performance test leads, project management teams, and development teams to produce and execute test scenarios and scripts.

• Managed inventory through proper verification of inventory computations with physical stock count. Resolved all apparent stock discrepancies through investigation and/or adjustment of errors.
• Communicated with customers regarding new products, scheduling, and answering general questions.
• Ensured adherence to all health and safety regulations through cleanliness and storage maintenance. Inspected stock items for defects, reported damaged products, and recommended appropriate disposal.

• Maintained equipment and facilities in optimal condition to support optimal launch and recovery operations.
• Signaled pilots manually to correct movements and prevent accidents.
• Collaborated with maintenance staff to repair equipment and maintain performance levels without sacrificing operational efficiency.
• Upheld strict safety standards and achieved challenging schedule targets with smooth oversight of daily launches and landings.