Jared Christopher Fehrens
Alexandria,VA
Summary
Motivated IT professional with extensive experience in IT support, customer service, and team leadership. Proven ability to exceed SLAs, deliver high-quality technical support, streamline processes, and implement ITIL best practices. Skilled in managing large service desk teams, problem management, and workflow optimization.
Driven [Desired Position] with solid background in leading service desk teams. Expert at optimizing processes and enhancing support functions, ensuring seamless IT operations. Demonstrated ability in problem resolution and team management, fostering collaborative environment and achieving high customer satisfaction.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Problem Management
DMI (Digital Management LLC)
07.2021 - Current
- Lead root cause analysis and resolution of complex issues impacting business operations.
- Oversee the end-to-end problem management process, ensuring alignment with business requirements and SLAs.
- Develop strategies, maintain records, and implement process improvements.
- Communicate status and resolution with stakeholders; train and guide team members.
Service Desk Team Lead
DMI (Digital Management LLC)
- Managed a team of 45 supporting the U.S. Federal Deposit Insurance Corporation (FDIC).
- Directed scheduling, resource planning, escalations, and 24x7 coverage.
- Drove improvements to meet/exceed KPIs and SLAs; conducted 25 weekly quality audits.
- Supported compliance audits, security reviews, and documentation.
- Rolled out Genesys softphone and email systems; trained staff on new technologies.
- Coordinated critical incident response, outage reporting, and executive communications.
Workflow Manager
DMI (Digital Management LLC)
- Designed workflow processes reducing open tickets from 400+ to fewer than 20.
- Developed SOPs, training materials, and process documentation for Tier 2 support.
- Collaborated across teams to improve efficiency and knowledge sharing.
Service Desk Analyst
DMI (Digital Management LLC)
- Provided 24/7 Tier 1 technical support for FDIC and FDIC-insured banks.
- Resolved account, password, and domain privilege issues in Active Directory.
- Supported remote users with GlobalProtect and application troubleshooting (Adobe, Office 365, VMware, Avaya).
- Consistently exceeded SLA expectations; mentored new analysts.
Education
Cybersecurity Boot Camp -
University of Richmond
01-2020
High School Diploma - undefined
Courtland High School
01-2013
Skills
- ServiceNow, GlobalProtect, Avaya, Active Directory, Genesys, Windows 10/11, Adobe, SharePoint, Office 365, VMware, Bomgar
- Team management
- Reporting and analysis
- Coaching and mentoring
- Service level agreements
Certification
ITIL Foundation IT Service Management (GR671753752JF)
Timeline
Problem Management
DMI (Digital Management LLC)
07.2021 - Current
Service Desk Team Lead
DMI (Digital Management LLC)
Workflow Manager
DMI (Digital Management LLC)
High School Diploma - undefined
Courtland High School
Service Desk Analyst
DMI (Digital Management LLC)
Cybersecurity Boot Camp -
University of Richmond
Clearance
Active Public Trust