Jeff Feiler
Summary
Honors graduate of Rutgers University, School of Business with documented history of superior technical support delivery. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Core strengths include Office 365 Support, Service Desk Management and SaaS administration
Overview
5
5
years of professional experience
Work History
Manager, Technical Support
Norstella
07.2021 - Current
- Responsible for all aspects of IT service delivery, including onboarding/offboarding, L2 support and escalations, and asset tracking and management
- Implement ServiceNow instance and manage migration of service desk from Jira Service Management
- Manage team of technical support professionals through exponential organizational growth
- Provide support for 2000+ user organization across 12 countries
- Work as member of migration team for numerous O365 migrations of business units acquired via M&A
- Experience in supporting and administering O365 suite, Active Directory & Azure AD, Azure Virtual Desktops, Adobe suite, Zoom, Jamf, NinjaRMM, Cylance, Mimecast, among others
- Partner closely with Security Operations team to implement and enforce security policies to maintain HIPAA and SOC compliant environment
Technical Support Specialist
Norstella
07.2018 - 07.2021
- Primary L1 support provider for healthcare technology organization, assist end users in identifying and remediating a wide range of technical issues
- Image and deploy end user hardware via WDS/MDT, maintain “golden” images for devices within MDT
- Transition from desk-side support to remote support to maintain business continuity through the COVID-19 pandemic
- Work closely with senior team members to implement new processes and solutions to a growing organization
IT Helpdesk Intern
Pitcairn Financial Group
02.2018 - 05.2018
- Performed triage for incoming tickets and provided L1 tech support to users, including supporting O365 Suite, SharePoint, and troubleshooting hardware issues
- Managed users, groups and permissions within Active Directory
- Performed new hardware builds for users according to internal security policies
- Organized and managed asset tracking system to maintain accurate accounting of company-owned hardware.
Education
Bachelor of Science - Business Management
Rutgers School of Business
Camden12.2009
Associates Degree - Information Science
Bucks County Community College
Newtown05.2019
Skills
- Employee Coaching and Mentoring
- Customer Support
- Vendor Relations
- Interpersonal Communication
- Service Desk Management
- Relationship Building
Timeline
Manager, Technical Support
Norstella
07.2021 - Current
Technical Support Specialist
Norstella
07.2018 - 07.2021
IT Helpdesk Intern
Pitcairn Financial Group
02.2018 - 05.2018
Bachelor of Science - Business Management
Rutgers School of Business
Associates Degree - Information Science
Bucks County Community College
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