Jason Harper

• Investigate complex problems and escalated them when necessary.
• Investigated complex problems and escalated them when necessary.
• Perform system upgrades, patch management and virus protection activities.
• Performed system upgrades, patch management and virus protection activities.
• Installed, configured, maintained and administered desktops, laptops, printers and other peripherals.
• Provided remote desktop support using remote administration tools such as Bomgar.
• Maintained up-to-date inventory of all IT equipment installed in the organization.
• Monitored service requests and ensured timely resolution of incidents reported by users.
• Provided onsite technical assistance during corporate events and meetings as required.
• Diagnosed and resolved hardware and software faults across multiple platforms including Windows OS and Mac OS X.
• Updated software versions with patches and new installations to close security loopholes and protect users.

• Provide end-user troubleshooting, and support, for desktop hardware and software
• Responsible for installing, connecting, configuring, upgrading, and diagnosing both hardware and software for desktops, laptops, and mobile devices
• Install, and test system/application upgrades and patches
• Collaborate with the Helpdesk Manage on special projects related to updates, rollouts, and releases as needed
• Maintain a collection of information regarding incidents to evaluate root causes, and create a report on the information to provide recommendations/solutions to the Helpdesk Manager
• Run diagnostic tests to isolate system problems and research potential solutions
• Evaluate, and prioritize incoming email, telephone, and in-person requests for assistance from end-users experiencing concerns
• Manage incident tickets, and provide status updates to each ticket daily.

• Detailed Troubleshooting, involving diagnosis and resolution of complex technical issues
• Assisted in the administration of group policy, user account creation, and termination exchange emails throughout the company
• Provided online support for admin, and E-Business sales support
• Implemented performance upgrades; such as the installation of CPU memory, hardware, and operating systems
• Tracked all support requests, followed up on open tickets on time, and escalated support tickets to appropriate departments as needed
• Completed knowledge-based articles for company-wide distribution.

• Submitted, and monitored problem incidents for network, or software, outages
• Supported the introduction of EPIC software to the hospital, and provided additional support to staff as the roll-out was implemented in each department and doctor sites
• Reset user passwords and authentication credentials
• Assisted with VPN, and wireless connections for the company
• Participated in continuing education, and training, on EPIC software
• Handled various software, and hardware, used by the hospital staff; ranging from I-Pads, smartphones, printers, and additional electronics.

• Provided support to remote sales reps with VPN connections
• Monitored, and submitted incident reports regarding network or software outages
• Reset client passwords and authentication credentials
• Supported a variety of IT requests for onsite staff, customers, and vendors.

Upgraded, and repaired, both the software and hardware of existing computers

• Setup network, and internet connections for the new wing
• Reset client passwords and authentication credentials
• Assisted users with VPN and wireless network connections.

• Monitored network performance of VOIP and IP networks; this consisted of monitoring over fifty points of presence for network stability, IP routing, and user access
• Provided over-the-phone support to customers regarding network expansion and problem resolution
• Restored network access to customers as needed, by testing networks remotely and escalating some cases to vendors, or third-party providers, when needed
• Maintained company database on the progress of support tickets, and provided estimated time-of-service restoration
• Reset passwords, network connections, and authentication credentials for clients and staff.