Summary
Overview
Work History
Education
Skills
CORE COMPETENCIES
Timeline
Generic

Jason Nurse

Dallas

Summary

Experienced IT professional with 20+ years of expertise in desktop, laptop, and server support. Strong customer service skills with a track record of resolving technical issues and managing service calls. Results-oriented problem-solver with exceptional interpersonal skills. Proficient in adapting to new technologies and serving as a vital liaison between project managers and end-users. Knowledgeable Field Service Engineer with strengths in planning, problem-solving, and communication. Skilled in maintaining high customer satisfaction, controlling inventory, and providing technical support.

Overview

19
19
years of professional experience

Work History

Field Service Engineer II

Idemia
09.2023 - Current
  • Possess extensive network skills and experience including TCP/IP; DHCP, DNS, WINS, Workgroups, Domains, and Active Directory.
  • Skilled in the configuration, management, and troubleshooting of firewalls, switches, and routers.
  • Strong experience with system security, including the management of Certificates, WSE, NTFS, BitLocker, and Share level Permissions.
  • Excel in Root Cause Analysis, including the interpretation of Event logs, IIS logs, web.config, and Active Directory.
  • Demonstrate expert capabilities in triaging and remediating system problems and issues.
  • Possess expert knowledge to install and manage operating systems, administer user accounts, security, configuration, patch management, updates, and configure network connectivity for supported programs.
  • Provide support for DHS, DPS, TDCJ, and USCIS contracts.

Car Rental Business Owner/Operator

Innovative Leverage, LLC
07.2021 - 10.2023
  • Managed a car rental business that utilizes various platforms such as Turo and Hyre Car.
  • Oversaw vehicle maintenance schedules and fleet logistics.
  • Managed customer relations and resolved booking inquiries.

Support Technician, End User Support

Southern Glazer's Wine & Spirits of America
05.2019 - 07.2021
  • Company Overview: Largest wine and spirits distributor in the United States with operations in 44 states
  • Provided first/second level of support to resolve problems involving infrastructure and technology components, including hardware, software, printers, and network components.
  • Deployed new PCs for End Users, encompassing hardware, software, and imaging.
  • Completed all required documentation involved in deployments to ensure accurate billing with respect to internal chargeback model.
  • Maintained documentation to ensure efficient and accurate department operations.
  • Educated end users when installing new equipment or software.

Field Technical Support (Promoted)

CBRE, Inc.
11.2010 - 02.2019
  • Company Overview: World’s largest commercial real estate services and investment firm
  • Responded to requests for technical support in person, via phone, and remotely for Windows 10, Mac OSX, iOS, and Android endpoints, as well as Microsoft Office.
  • Troubleshot Apple and Dell laptop hardware issues.
  • Resolved simple to complex problems concerning host, client, network applications, and systems.
  • Set up and tested Audio Visual equipment in conference rooms for meetings and events.
  • Supported over 300 end-users, including executive-level support, for PC, server, and mainframe applications, hardware, and software issues.
  • Refreshed and replaced hardware for over 300 devices.
  • Provided Cisco IP Phone support and configuration.

Desktop Technician (Promoted)

Buchanan Technologies
02.2008 - 02.2009
  • Company Overview: Managed Services Provider offering IT Services and Solutions
  • Provided “White Glove” service to Mary Kay C-level executives and employees.
  • Troubleshot and repaired computer systems, including hardware, software, network, and peripheral equipment problems.
  • Logged all help desk interactions; created, followed up on, and closed work orders and tracking tickets.
  • Resolved simple to complex problems regarding host, client, network applications, and systems.
  • Supported end-users for PC, server, and mainframe applications and hardware.
  • Performed hardware and software installations.
  • Troubleshot hardware and software issues and configured mobile devices for corporate executives at Mary Kay Inc.
  • Responded to customer requests for technical assistance via phone, email, or remotely.
  • Implemented and adhered to Standard Operating Procedures (SOPs) and company processes.

Service Desk Supervisor (Promoted)

Buchanan Technologies
06.2006 - 02.2008
  • Company Overview: Managed Services Provider offering IT Services and Solutions
  • Supervised a team of 13 analysts and support personnel.
  • Maintained service level agreements (SLAs) with various corporate clients.
  • Increased team first-level resolution rate by 50%.
  • Created training documents and videos for existing staff and new hires.
  • Prepared activity reports and developed new processes and procedures.
  • Provided on-the-job training to new department staff members.
  • Advised users of appropriate actions.
  • Improved Service Desk satisfaction rating by 25%.
  • Led team to achieve Service Level Agreements that had not been met in over three years.
  • Stayed current with system information changes and updates.

Education

Diploma -

Teaneck High School
Teaneck, New Jersey

Skills

  • Platforms: Windows (XP, Vista, 7, 8, 10), Mac OSX, Apple Mac OS X
  • Networking: TCP/IP, Novell, Ethernet, VPN, VLAN, DNS, DHCP, WINS
  • Ticketing Systems: Remedy, CTS, Service Now
  • Hardware: Desktops, Laptops, MacBook, Servers, Hubs, Routers, Switches, e-Copy, PC, Xerox Fiery, Android/Apple device support
  • Tools: Cisco CUCM/Unity, Citrix, McAfee/Symantec (Norton)/Trend Micro/Panda Anti-Virus Protection Utilities, SCCM, Microsoft Office Suite (Word, Excel, PowerPoint, Access, Project, Outlook), FrontPage, Websense Content Filtering

CORE COMPETENCIES

  • Technical Proficiency: Strong problem-solving and troubleshooting skills across diverse hardware, software, and network components.
  • Customer & User Support: Exceptional customer service, building positive relationships, and educating end-users.
  • Operational Excellence: Ability to multi-task in fast-paced environments, maintain documentation, and ensure efficient operations.
  • Adaptability & Innovation: Creative approach to resolving issues, quick learning, and commitment to professional development.
  • Communication: Excellent verbal, written, and interpersonal communication skills.

Timeline

Field Service Engineer II

Idemia
09.2023 - Current

Car Rental Business Owner/Operator

Innovative Leverage, LLC
07.2021 - 10.2023

Support Technician, End User Support

Southern Glazer's Wine & Spirits of America
05.2019 - 07.2021

Field Technical Support (Promoted)

CBRE, Inc.
11.2010 - 02.2019

Desktop Technician (Promoted)

Buchanan Technologies
02.2008 - 02.2009

Service Desk Supervisor (Promoted)

Buchanan Technologies
06.2006 - 02.2008

Diploma -

Teaneck High School

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