Jeff Couch

Supporting an environment of over 40,000 computers in the following roles:

Global Windows Support Team Lead –

• Management of Global Windows Support Team
• Operations management and business analysis examining problems in the environment and strategizing how to solve and prevent further issues
• Analyzing processes within multiple teams to clarify, improve and implement them globally
• Creating, clarifying and maintaining KnowledgeBase articles
• Project management working with vendors and teams on long-term projects, including VMWare and Office 365.
• Communicator and point of contact facilitating communications between global teams

Global Windows Support Engineer –

• Level 4 support of local and global technical issues.
• Was final troubleshooting stop for Windows based issues
• Coordinated priority of support work based on client and business needs.
• Translated technical terminology for clients to communicate through ticket system.

ESD Lab Technical Engineer –

• Level 3 support building, troubleshooting, and supporting test machines for internal customers.
• Tested and verified operating system image on all supported devices.
• Maintained online access for packaged and non-packaged software.

Site Support Tech –

• Level 3 direct customer support of break-fix issues
• Provided remote software services to correct reported issues.
• Tracked inbound support tickets to provide clear resolutions to customers.

Laboratory Infrastructure Support Team -

• Implemented and oversaw local network segmentation project
• Provided laboratory instrument controller support.

Provided the following services for KAR Global

• Supervised global monthly maintenance windows activities
• Escalated issues to appropriate heads of teams when needed
• Reported proceedings to team for follow-up

Provided the following services to the Indiana Office Of The Attorney General:

• Tier 1 and Tier 2 support for both hardware and software issues
• Imaged new computers for deployment to staff
• Refurbished and maintained existing computers for redeployment.

• Trained and supervised Spanish Bilingual Team of 20 Tier 1 and 2 Technical Service Desk client support staff
• Responsible for ensuring processes and procedures were adhered to using I3 and ServiceNow
• Provided front-line leadership and coaching for high performance.

• Used RMM and ticketing software to support multiple customers from remote NOC
• Maintained Windows versions 10, 8, 7, and some Vista
• Installed and supported Office 365
• Worked on server-side group policy settings and maintained Active Directory.

• Provided hardware and software tech support for video security customers worldwide, specializing in assisting customers in both English and Spanish
• Translated technical training materials from English to Spanish
• Opened and maintained tickets in Oracle database ticketing system.

Provided the following services for the FDA Denver District Office and regional offices:

• Onsite and local IT support for individual end users.
• Tested contingency plans procedures for tape backup on 4 servers and remote access via RSA security key fobs, cellular AirCard technology, and Cisco VPN software
• Maintained local hardware property inventory
• Point of Contact for VOIP conversion project
• Installed VOIP system hardware
• In charge of IT for and prepared data for FileTrail database project
• Installed kiosk workstation, hand scanners, and RFID tag recognition units
• Planned and completed PC Refresh projects for 2010, 2011, 2012, and 2013
• Implemented conversion from Windows XP to Windows 7 and Microsoft Office 2010.