JASON MERRILL
Westfield,IN
Summary
Seasoned IT professional with thirteen years in management and customer service, and twelve years in IT desktop support. Skilled in issue resolution and Service Desk operations. Strong communicator with a proven ability to build relationships and deliver exceptional IT services.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Support Engineer
Tronitech Inc.
Indianapolis, Indiana
08.2024 - Current
- Provide technical support to end-users.
- Configure and maintain computer systems.
- Manage LAN, VPN, and firewall systems.
- Facilitate software installations and updates.
- Collaborate on SFTP and Virtual Desktops.
- Support and configure tools.
- Work on SaaS solutions with the development team.
- Maintain Azure resources and perform updates.
IT Service Desk Analyst Supervisor
The Heritage Group
Indianapolis, IN
07.2021 - 07.2024
- Supported 2,000 remote workers.
- Implemented ITIL best practices.
- Maintained IT service desk documentation.
- Conducted training sessions.
- Achieved 85% first call resolution with ServiceNow.
- Fostered relationships with internal stakeholders.
- Developed IT service desk policies.
- Led software upgrades and hardware replacements.
- Collaborated on troubleshooting technical issues.
- Managed incident escalations.
- Provided remote and application support.
- Promoted security awareness.
Desktop Support Specialist Tier II
The Heritage Group
Indianapolis, IN
08.2016 - 07.2021
- Improved ticketing processes with ServiceNow.
- Optimized network with ITIL knowledge.
- Mentored team members.
- Implemented security measures.
- Maintained documentation.
- Increased user satisfaction.
- Reduced downtime by troubleshooting IT issues.
- Conducted root cause analysis.
- Managed account setups and configurations.
- Provided remote and application support.
- Managed incident escalations.
Desktop Support Technician
Apex Systems/Dell/St. Vincent's Hospital
Indianapolis, IN
02.2014 - 08.2016
- Set up, configured, and troubleshot software and hardware
- Utilized remote desktop tools for efficient troubleshooting
- Assisted in the deployment of new hardware and software
- Trained employees, improving their productivity and satisfaction
- Provided timely and efficient desktop support, resolving software and hardware issues
Education
Certification - Information Technology
PC ProSchools, Inc.
Indianapolis, IN 03.2011 - 03.2012
AD - Business Administration
Ivy Tech State College
Bloomington, IN 01.1997 - 08.1999
Skills
Incident Management
ServiceNow
ITIL Knowledge
Escalation management
Account management
O365
Exchange
ADMP
Active Directory
RingCentral
undefinedTechnical Certifications
- Microsoft Certified: Azure Fundamentals - AZ-900
- ITIL Foundations Certification v4
Certification
IT Infrastructure Library (ITIL) Foundation Certification - AXELOS.
Timeline
Support Engineer
Tronitech Inc.
08.2024 - Current
IT Service Desk Analyst Supervisor
The Heritage Group
07.2021 - 07.2024
Desktop Support Specialist Tier II
The Heritage Group
08.2016 - 07.2021
Desktop Support Technician
Apex Systems/Dell/St. Vincent's Hospital
02.2014 - 08.2016
Certification - Information Technology
PC ProSchools, Inc.
03.2011 - 03.2012
AD - Business Administration
Ivy Tech State College
01.1997 - 08.1999
Similar Profiles
Mitchell Lee SalmonsonMitchell Lee Salmonson
General Manager at FedEx Supply ChainGeneral Manager at FedEx Supply Chain
Kevin G. McGuireKevin G. McGuire
NA at Freedom Mortgage CorporationNA at Freedom Mortgage Corporation
Cooper HedgesCooper Hedges
Sales Associate at Chick-fil-ASales Associate at Chick-fil-A