Jeffrey Olsen

IT support specialist with over 20 years of experience in Tier 1 and 2 support, focusing on troubleshooting hardware and software issues. Expertise in collaborating with cross-functional teams to address complex technical challenges and ensure efficient service delivery. Demonstrated success in providing exceptional IT support in manufacturing environments. Strong knowledge of operating systems and technical support procedures, with a proven track record in problem identification and resolution.

IT Support & Operations Impact

• Delivered Tier 2 IT support across multiple organizations, consistently resolving hardware, software, and network issues with minimal downtime
• Supported multi-site retail environments (7-Eleven) by maintaining simultaneous connections to stores and restoring critical systems during outages
• Improved operational continuity by prioritizing and resolving high-impact incidents in fast-paced environments

Network Troubleshooting & System Reliability

• Diagnosed and resolved network performance issues (latency, connectivity, outages) across enterprise and retail environments
• Worked with Cisco technologies to maintain secure and stable network infrastructure
• Collaborated with network and systems teams to escalate and resolve complex infrastructure issues, improving system reliability

Microsoft & Cloud Administration

• Administered Microsoft 365 and Azure environments, including user management and service support
• Managed Active Directory (on-prem and Azure AD) for account provisioning, access control, and troubleshooting
• Supported VPN and remote access solutions, ensuring secure connectivity for distributed users

Endpoint Management & Deployment

• Imaged, configured, and deployed desktops and laptops at scale, improving onboarding efficiency
• Supported Windows environments by diagnosing OS-level issues and ensuring system stability
• Maintained and repaired end-user hardware and peripherals, minimizing disruptions

ITSM & Process Efficiency

• Managed high-volume ticket queues using ServiceNow and Track-It, ensuring timely resolution and accurate documentation
• Streamlined issue tracking and communication between teams through clear documentation and ticket management
• Delivered remote support using tools like reducing response times

Manufacturing IT Support

• Provided hands-on IT support in manufacturing environments, including plant floor systems
• Troubleshot barcode scanners, label printers (Zebra, Intermec), and industrial systems
• Ensured uptime for production-critical systems, directly supporting operational output

Tell us about your Technical Assessment: Tier 2 Escalation & Resolution

The "Tier 2" Difference 🛠️Core Competencies in Escalated Support Business-Critical Infrastructure & Networking Advanced Identity & Cloud Administration Endpoint Lifecycle & Stability

My value proposition is not just fixing hardware; it is preserving operational continuity. Whether it is a failed production line scanner in a manufacturing plant or a downed POS system in a retail store, I specialize in identifying the root cause and implementing a permanent fix with minimal downtime.

As a Tier 2 specialist, I serve as the critical escalation point between initial support and infrastructure engineering. My focus is on resolving high-impact technical hurdles that directly affect operational uptime, revenue, and security.

• Infrastructure Uptime: Diagnosed and resolved enterprise-level network performance issues, including latency and outages, utilizing Cisco and Fortigate technologies.
• Retail Continuity: Supported multi-site retail environments (e.g., 7-Eleven) by maintaining simultaneous connections to remote stores and restoring proprietary critical systems during outages.
• Manufacturing Systems: Hands-on expertise in plant-floor IT, ensuring the stability of industrial systems, including Zebra/Intermec barcode scanners and label printers, to prevent production bottlenecks.
• Microsoft 365 & Azure AD: Managed account provisioning, complex access controls, and service support within cloud-hybrid environments.
• Secure Remote Access: Administered and troubleshot VPN solutions and remote access protocols, ensuring secure connectivity for distributed and remote workforces.
• Active Directory Management: Executed advanced AD tasks including GPO troubleshooting and permission auditing to maintain security compliance.
• High-Volume Deployment: Imaged, configured, and deployed workstations at scale, streamlining the onboarding process for large organizations like Honeywell and GCG.
• OS-Level Root Cause Analysis: Provided advanced Windows support to identify and fix deep-seated OS stability issues that Tier 1 tools could not address.