Jason Penhollow
Davenport
Summary
Dynamic technical support professional with a proven track record in troubleshooting and client assistance, dedicated to leveraging education and skills to drive company success. Expertise in enhancing system functionality and efficiently resolving technical issues contributes to improved operational performance. Recognized for strong collaboration and adaptability in fast-paced environments, ensuring seamless support and customer satisfaction. Committed to continuous improvement and delivering exceptional service in every interaction.
Overview
26
26
years of professional experience
Work History
Resident Support Engineer
Enghouse Interactive Inc. (John Deere Contract)
Davenport, IA
12.2021 - Current
- Manage, design, setup, troubleshoot contact centers for all of John Deere in various locations globally using Touchpoint – Enghouse’s Contact Center Solution. Assisted with Migrating from an on prem solution to a cloud based hosted system. Manage team alerts for high and medium tickets, resolve complex issues and escalate to other teams as appropriate.
Enterprise Voice Admin
Communications Engineering Company (John Deere Contract)
Davenport, IA
10.2015 - 12.2021
- Monitor CA tickets: Manage team alerts for high and medium tickets, resolve complex issues and escalate to other teams as appropriate.
- Inventory management: Monitor stock levels for Enterprise Voice phone hardware to ensure levels are sufficient, create orders for inventory when required, receipt purchased hardware in AMOnline. Assist with quarterly asset audits by verifying location of all hardware and ensure details are properly updated in Asset Manager.
- Lifecycle replacement: Plan, coordinate and deploy Enterprise Voice hardware in accordance with lifecycle schedule.
- Upgrades and deployments: Participate in team projects to complete site deployments and upgrades. Coordinate and implement Analog gateway, Call Manager configuration and VOIP deployments.
- Change management: Responsible for the design, selection, planning, and implementation of changes from simple to moderate complexity. Scheduling projected changes via Service Manager.
VoIP Coordinator
Stefanini (John Deere Contract)
Davenport, IA
04.2008 - 10.2015
- Worked on and helped over saw various sites converting from a Centrex analog phone system to Cisco VoIP phones. Maintained and supported the setup and deployment of customers phones. Maintained and controlled inventory of the phones as site needed or returned devices.
Desktop Planner
Stefanini (John Deere Contract)
Davenport, IA
04.2008 - 10.2015
- Approve/Deny hardware and software to all John Deere employees in North America Based on a set of rules and procedures. If hardware is approved work with suppliers to procure and supply requested hardware to the end user.
Support Technician
Stefanini (John Deere Contract)
Davenport, IA
04.2008 - 10.2015
- Provide quality customer and technical support to the client via phone. Preformed 2 to 3 month assignment at John Deere’s 19th Street offices to assist with special projects dealing with software procurement and licensing and hardware management working with the JDSS Asset Center team. Designated a mentor for a new hire agent and assisted them with learning the processes throughout new hire training and initial weeks after. Assisted with hardware deployments. Assisted with testing and provided feedback for virtual remote desktop sessions that is being used in the Manila helpdesk.
Maintenance Engineer
Rhythm City
Davenport, IA
05.2000 - 12.2007
- Maintain appearance of the boat, keep boat equipment in working order, and make sure boat does not lose power.
Deck Hand
Rhythm City
Davenport, IA
05.2000 - 12.2007
- Maintain appearance of the boat, part of fire and rescue team, prepare boat for cruising and docking.
Slot Tech
Rhythm City
Davenport, IA
05.2000 - 12.2007
- Maintain, repair and install slot machines.
Education
Bachelor of Science - Information Technology – Networking
Kaplan University
Davenport, IA10-2006
Bachelor of Science - Electronics Engineering Technology
Hamilton Technical College
Davenport, IA06-2002
Skills
- Cisco Call Manager And Cisco Unity
- Microsoft Office (Outlook, Word, Excel, Power Point)
- Windows
- Chrome, Edge
- Cisco Voice Gateways
- Asset Manager, SMS, SRS, and Service Desk
- Basic Networking/Router Setup
- Emergency management
- Problem-solving
- Teamwork and collaboration
Accomplishments
- Highest GPA in graduating class at Hamilton 2002
- Attained Eagle Scout in BSA 1990
Timeline
Resident Support Engineer
Enghouse Interactive Inc. (John Deere Contract)
12.2021 - Current
Enterprise Voice Admin
Communications Engineering Company (John Deere Contract)
10.2015 - 12.2021
VoIP Coordinator
Stefanini (John Deere Contract)
04.2008 - 10.2015
Desktop Planner
Stefanini (John Deere Contract)
04.2008 - 10.2015
Support Technician
Stefanini (John Deere Contract)
04.2008 - 10.2015
Maintenance Engineer
Rhythm City
05.2000 - 12.2007
Deck Hand
Rhythm City
05.2000 - 12.2007
Slot Tech
Rhythm City
05.2000 - 12.2007
Bachelor of Science - Electronics Engineering Technology
Hamilton Technical College
Bachelor of Science - Information Technology – Networking
Kaplan University
Awards received
Alpha Beta Kappa National Honor Society Delta Zeta of Florida July 2006, Alpha Beta Kappa National Honor Society Alpha of Iowa June 2002, Student of the Month Hamilton Technical College June 2001