Summary
Overview
Work History
Education
Skills
Timeline

Jason Phillips

Sarasota,FL

Summary

Systems Analyst with an attention to detail mindset and natural problem solving abilities. Customer-focused with excellent communication skills leveraged to gather requirements, perform system analytics and deliver cutting-edge solutions.

Overview

11
11
years of professional experience

Work History

Systems Analyst

Sarasota County Sheriff's Office
Sarasota, FL
12.2019 - Current
  • Field calls and troubleshot issues using Remote Desktop at the service desk.
  • Supported end users in office setting with computer, desk phone, cell phone and other peripheral issues.
  • Image Windows operating systems on both desktop and laptop computers.
  • Administrate Windows user/email accounts in Active Directory.
  • Trained end-users in best practices to minimize errors and protect key data.
  • Administrate user accounts in multiple systems.
  • Work with County EIT to resolve issues.
  • Assist Senior Systems Analysts with IT Bureau projects.
  • Developed solutions by preparing and evaluating alternative workflow options.
  • Tested newly installed programs and applications to validate operability.
  • Coordinated installation of updated computer programs and systems.
  • Researched and evaluated technology solutions and presented recommendations for improved system operations.
  • Managed employee access, security roles and permissions.
  • Performed routine troubleshooting and network monitoring.

Product/IT Support Specialist

Nrt LLC
Sarasota, FL
11.2014 - 12.2019
  • Expanded knowledge of product line to users of Coldwell Banker
  • Provided product coaching and mentorship to team members
  • Learned about product’s technical specifications and accurately explained specifications to customers and work team
  • Demonstrated product functionality accurately and completely
  • Coordinated with product vendor and product team to plan, build, carry out and measure campaigns
  • Consistently met and exceeded department expectations for productivity and accuracy levels
  • Provided friendly and professional assistance to employees, visitors and customers
  • Triaged problems quickly and provided precise and clear information while working under minimum supervision
  • Access and website issues to determine appropriate troubleshooting methods for remediation
  • Assessed software and website issues to determine appropriate troubleshooting methods
  • Served as level-three support escalation point support staff team
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
  • Responded to 20 individual tickets every workday to provide end-user support
  • Assisted online users via live chat, web conference and phone to resolve issues related to our Intranet use and access
  • Developed training materials, conducted webinars and authored wikis for user training and support use

IT Technician

ITNS
Sarasota, FL
08.2012 - 11.2014
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions
  • Documented repair processes and helped streamline procedures for future technical support actions
  • Set up and configured new employee work stations, including all hardware, software and peripheral devices
  • Removed malware and viruses from laptops and desktop systems using specialized software
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns
  • Updated software versions with patches and new installations to close security loopholes and protect users
  • Assisted in technical support process refinement to improve customer service and support
  • Assisted online users via live chat, web conference and phone to resolve issues related to use and access
  • Maintained composure and patience in face of difficult customer situations, applying deescalation techniques and positive customer support
  • Consistently responded to customer service emails within standard window for optimal response
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis

Education

Comptia A+ Certification

Comptia
08.2023

HDI Support Center Analyst

HDI, Virtual Training Class
06.2022

Associate of Science - Information Technology

Keiser University, Fort Lauderdale, FL
2012

Skills

  • 11 years of IT experience
  • Issue resolution
  • Customer relations
  • Display setup
  • Customer assistance
  • Resource Management
  • Hardware upgrades
  • Troubleshooting and diagnostics
  • Debugging
  • Application installations
  • Hardware diagnosis
  • Hardware upgrades
  • Call center experience
  • Troubleshooting proficiency
  • Carbon Black
  • Microsoft Windows 10 OS/ Active Directory
  • Avaya Phone System (IP)
  • Network
  • Active Directory
  • Telecommunications
  • SQL
  • Web Development
  • Microsoft Office 365
  • Results-oriented

Timeline

Systems Analyst - Sarasota County Sheriff's Office
12.2019 - Current
Product/IT Support Specialist - Nrt LLC
11.2014 - 12.2019
IT Technician - ITNS
08.2012 - 11.2014
Comptia - , Comptia A+ Certification
HDI - , HDI Support Center Analyst
Keiser University - Associate of Science, Information Technology

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Jason Phillips