Summary
Overview
Work History
Skills
Certification
Timeline
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Jason Wagster

Denham Springs,LA

Summary

Personable and dedicated IT support specialist with seventeen years of experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and result-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

17
17
years of professional experience
1
1
Certification

Work History

IT Support Specialist

Compu-tech Of La
Baton Rouge, LA
05.2007 - 08.2017
  • Installed and configured computer systems, networks, printers and scanners in accordance with established standards.
  • Replaced or repaired defective or malfunctioning parts such as screens, motherboards or hard drives in laptops and desktops.
  • Assembled PCs from component parts, ensuring compatibility between components before installation.
  • Diagnosed problems with voice and data cabling systems using various test instruments such as OTDRs, VOMs .
  • Analyzed technical data related to cabling projects, such as drawings, diagrams, network schematics.
  • Assisted with planning and implementation of projects related to data centers such as cabling upgrades or system migrations.
  • Developed detailed plans for new racks, cabling and connectivity requirements in the data center and provided installation.
  • Performed troubleshooting and repair of server, network, storage, power, cooling and other data center related hardware components.

Support Services Technician

Integrated Health System
Overland Park , KS
09.2017 - 05.2022
  • Provided technical assistance to customers via phone or remote support tools.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Setup and maintained user accounts in Active Directory and Exchange Server environments.
  • Troubleshot system issues related to network connectivity, software installation, configuration, and printing
  • Configured routers, switches and wireless access points for LANs and WANs.
  • Created documentation for common IT tasks such as troubleshooting steps for various types of problems.

Training and QA Manager

Integrated Health Systems
Overland Park , KS
05.2022 - Current
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Collaborated with internal teams to produce and maintain knowledge base content.
  • Organized and coordinated training sessions for new employees.
  • Organized and created manuals, multimedia visual aids and other educational materials to aid training.
  • Conducted assessments to determine skill gaps of existing personnel.
  • Identified areas of improvement in existing training methods and procedures.
  • Maintained up-to-date records of employee training activities within the organization's database system.
  • Roleplay various scenarios with teams to build confidence in handling situations.

Skills

  • IT Security Management
  • System Configuration
  • Project Management
  • Server Management
  • User Training
  • Network Administration
  • Technical Troubleshooting
  • Infrastructure planning and design
  • Network operations
  • Active Directory knowledge
  • Verbal and written communication
  • Root Cause Analysis
  • Equipment Configuration
  • Customer relations understanding

Certification

  • Fortinet Certified
  • HP Certified
  • Dell Certified
  • CompTIA Certified

Timeline

Training and QA Manager

Integrated Health Systems
05.2022 - Current

Support Services Technician

Integrated Health System
09.2017 - 05.2022

IT Support Specialist

Compu-tech Of La
05.2007 - 08.2017

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Jason Wagster