Jason Forte

• Enhanced network security by conducting comprehensive vulnerability assessments and penetration tests.
• Increased employee awareness of cybersecurity best practices by developing and delivering training programs.
• Recommend improvements in security systems and procedures.
• Conducted security audits to identify vulnerabilities.
• Performed risk analyses to identify appropriate security countermeasures.
• Collaborated with law enforcement agencies to provide critical digital evidence, expediting criminal investigations.
• Provided technical support to clients during sensitive investigations, maintaining clear communication and fostering positive relationships.
• Recovered lost or deleted data from various digital devices, enabling clients to retrieve valuable information and mitigate potential losses.
• Managed complex cases involving multiple devices and terabytes of data, delivering thorough analyses under tight deadlines.
• Installed new equipment and explained operation and routine maintenance protocols to customers.
• Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
• Discussed and recommended service options with customers and explained costs involved.
• Improved equipment uptime by conducting regular preventive maintenance and timely repairs.
• Developed and implemented customized service plans to meet customer needs.
• Fostered strong client relationships, becoming preferred technician for key accounts due to reliability and expertise.
• Resolved complex technical issues under tight deadlines, ensuring client systems were operational in time for critical business periods.
• Researched and implemented new technologies and equipment.

• Analyzed department and job-related functionality requirements to align technology priorities with business needs.
• Developed and implemented technical application support and information technology policies and procedures.
• Identified opportunities for application optimization, redesign and development and troubleshot and resolved user and application issues.
• Documented and analyzed processes and procedures and adhered to regulatory guidance.
• Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
• Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions

• ITIL V3 Certified
• Managed help desk consisting of 26 employees
• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
• Conducted in-depth product and issue resolution research to address customer concerns
• Managed customers' expectations of support and technology functionality in order to provide positive user experience
• Remained up-to-date on latest technologies and solutions applicable to company products in order to provide best support to end-users
• Monitored problem management database and followed up with assigned personnel to ensure timely resolution of problems
• Scheduled and trained help desk employees
• Developed and tested new product offerings prior to release to assist development team in bug identification
• Enthusiastically participated in job-related training to enhance skills and extend expertise in information technology
• Reviewed employee performances and surveyed customers to ensure high standards of care
• Performed staff scheduling and provided training materials for staff
• Used Remedy and Easy Vista ticketing systems to manage and process support actions and requests
• Recruited, trained and supported help desk technicians and representatives
• Exercised leadership capabilities by successfully motivating and inspiring others
• Assisted with day-to-day operations, working efficiently and productively with all team members
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
• Resolved problems, improved operations and provided exceptional service

• Answered support calls within 45 seconds to minimize delays and subsequent abandoned calls
• Used Remedy ticketing systems to manage and process support actions and requests
• Provided basic end-user troubleshooting and desktop support in Windows environment
• Network maintenance and monitoring network with Nagios networking tool for sites that are flapping or down
• • Answer phone calls and emails that come into queue
• • Password lock and unlock for various systems (Windows, SAP, Oracle, and JDE AS400)
• • Remote support for an large company with multiple site world wide
• • Provide support for multiple applications that are utilized by users and vendors
• • Support of network printers, SAP printers, and Zebra printers
• • Microsoft Office support
• • Android and Iphone configurations to receive emails via exchange server
• • Outlook email configuration and support
• • SAP HR, BW, and other production and non production support
• • Remedy ticketing system for logging work
• • Remote Assist and Bomgar for remote sessions

• Monitor the processes that are running on the servers to insure that the memory thresholds are not exceeded.

• Monitor flagged alarms that the servers send to the Open View Operations in order for the systems to run efficiently and without latency.

• Create Lotus Notes logs of the alarms that come into the system so that can be escalated to the proper development teams .

• Monitoring of the cluster server using Putty and VERITAS Cluster Manager .

• Responsible for the start, stop, status, freeze, and abort of processes that that are running or have overrun.

• Answers calls that come into the Data Center for process failures and server issues .