Jennifer Northern

This was a new startup manufacturing company that needed an IT local admin to set up the networking, and IT department. They ran into financial issues and several managers and myself were laid off. I was able to complete the setup and they decided to have someone from Germany, already part of the company, work part time.

RESPONSIBILITIES INCLUDED:

• Purchasing all hardware needed for new employees, new cables for MDF and IDF patch panels, hired contractors to pull new cables for new connections.
• Configured Extreme Networks switch ports for security and established a standardized color-coded cabling system to optimize device connectivity and network organization.
• Ran new cables and ports for new departments and offices.
• Provided technical support to employees across multiple departments, resolving issues to minimize downtime and enhance productivity.
• Administered software updates and system upgrades to maintain optimal performance.
• Collaborated with vendors on new software needed to monitor robots on the lines.
• Monitored network performance and resolved connectivity issues promptly.
• Evaluated new technologies for integration into existing manufacturing processes.
• Diagnose and resolve basic macOS, iOS, iPadOS, and Apple peripheral issues, including connectivity, application errors, and performance problems.
• Mastered ServiceNow ticketing system, efficiently creating tickets from phone, email, Teams, and Jabber to streamline issue tracking.
• Rectified network connectivity issues: reconfiguring network adapters, server connections, and VPN settings, ensuring uninterrupted access to critical business systems.
• Centralized Azure administration: Provided and maintained user rights/permissions, file/folder access, user/group account management, Domain Controller/group policies, MS Intune and MS Entra Id.
• Exchange server settings: granting secure access to mail groups, email, and collaboration tools like Outlook, SharePoint, and WebEx for all employees.
• I developed a KB article for imaging apple devices as only one person at the company in Germany knew how to do it and to configure them.
• Maintained the organization's network infrastructure including routers, switches, and wireless access points.
• Configured Windows Server roles such as DHCP, DNS, IIS, Hyper-V.
• Provided technical guidance to staff members regarding best practices in IT operations.
• Coordinated daily tasks and workflows to enhance operational efficiency.
• Monitored system performance to ensure optimal availability of services.
• Responded promptly to incidents reported by users via phone or email tickets. We used service now for ticketing system.
• Manage Apple device lifecycle, including enrollment, configuration of user accounts, ensuring correct security settings and deployment using MDM solutions
• Managed IT asset inventory, ensuring accurate tracking and compliance. We used Mobile Device Management, Intunes and Apple Business Management.
• Implemented and managed cloud services and solutions, facilitating remote access and collaboration.
• Liaised with vendors to negotiate and procure IT equipment and software, ensuring cost-effectiveness. I purchased directly from Dell. Some laptops needed special configuration as they worked with heavy pieces of software for maintenance and robotics in the plant. Each software had to be configured and downloaded separately.
• Coordinated with department heads to understand IT needs and provide appropriate solutions while developing and enforcing IT policies and procedures, aligning with Elringklingers headquarters in Germany.
• Assisted in budget planning for IT expenditures, optimizing resource allocation.
• Managed and maintained user accounts, ensuring secure access and data integrity.
• Kept a flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.

• This was a new company that became a MSP with networking services. They were loosing their contract with a company and I was hired to work with the company and save the contract. Afterwards, they decided to revamp the company laying of 4 people including myself. I was told "I was dependable, very effective, trustworthy and honest in my work. I was everything that they needed to get the job done."

RESPONSIBILITIES INCLUDED:

• Within 1 months I effectively tackled all networking issues by scheduling the field team to implement improvements to the patch panels, fixing the major network issue by the second week, eliminating the drop in network connections to 0.
• Provided second-tier support for complex IT issues, both remotely and onsite, for their laptops, servers, printers, networks, and phone systems remoting in using Automate software eliminating all lingering IT issues saving the contract.
• Achieved 100% compliance with Service Level Agreement (SLA) for new tickets despite limited training and absence of knowledge base articles.
• Resolved complex tickets in ConnectWise, ensuring accurate documentation of support meeting each SLA.
• In the meantime I solved all of the problem tickets left over from the last tech.
• Maintained network infrastructure, including WAN and LAN connectivity, routers, firewalls, and security.
• Supported remote access solutions for employees, including VPN. Set up TVs in the lobby for company information.
• Onboarded employees by granting access in Active Directory, Microsoft Exchange, MS Entra ID, and Intune, and offboarded by deactivating door security and their accounts in all areas of MS.
• Cross-trained with the Field Services department to assist with large projects or scheduling needs, ensuring a cohesive and flexible operational capability such as the patch panel project that needed improvement.
• Provide fast and effective responses to customer requests, improving customer service perception and satisfaction.
• Performed 'on call' duties, responding accordingly through the app, notifying the 'on call' networking support through teams and creating service tickets.
• Accurately recorded all billable hours and services performed, both internally and for customers, using ConnectWise.

• Promoted within one month to join the team specializing in Interactive Network, a cloud-based software that is the main software for Honda Corp and their dealerships nationwide.
• Orchestrated the resolution of 25 daily ServiceNow tickets related to Honda's Interactive Network software across all divisions while maintaining 90% first call resolution.
• Spearheaded backlog reduction initiative, reducing ticket backlog from 200 to 20 through enhanced troubleshooting and conflict resolution for 17 team members.
• I took initiative to discover root cause of vehicle programming failures by performing on-site analysis at a dealership, enabling programmers to deploy a nationwide software patch, which decreased programming time by an hour.
• Enforced MFA security for a diverse user base of 800+ Honda dealership employees, maintaining stringent data protection standards and achieved a 95% user satisfaction rating.
• Configured iN system security protocols for 20 new dealerships monthly, establishing role-based job codes and permissions, preventing unauthorized data breaches that could disrupt operations.
• Managed Bomgar remote desktop connections, and was able solve 30+ daily software issues including connections on HAC devices, reducing dealer downtime by 20% and maintained service level agreements.
• Resolved software integration conflicts between Reynolds and Reynolds and other 3rd party companies in Honda Downloads Manager, eliminating 95% of reported installation failures and enhancing dealer satisfaction across 800+ dealerships.
• Accessed Honda's proprietary cloud based software remotely using Honda's VDI, through VPN.
• Fortified operations for Honda dealerships nationwide across all divisions, including sport vehicles, Honda vehicles, Acura, and power equipment and marine dealerships.
• The project came to an end because Honda did not like the fact that HCL was trying to send our jobs to India and China. They broke the contract. Our whole team was laid off, anyone who could not work onsite in California. I lived in SC.

• Diagnosed and remediated software and network errors for 8,000 clients, maintaining a 90% first-call resolution rate despite minimal training (54 hours) on their proprietary cloud based software and network issues.
• Achieved 100% on evaluations for professionalism and complex issue resolution while managing an average of 20 tickets daily with no late submissions.
• Mastered ServiceNow ticketing system, efficiently creating tickets from phone, email, Teams, and Jabber to streamline issue tracking.
• Rectified network connectivity issues: reconfiguring network adapters, server connections, and VPN settings, ensuring uninterrupted access to critical business systems.
• Centralized Azure administration: Provided and maintained user rights/permissions, file/folder access, user/group account management, Domain Controller/group policies, MS Intune and MS Entra Id.
• Exchange server settings: granting secure access to mail groups, email, and collaboration tools like Outlook, SharePoint, and WebEx for all employees globally.
• Supported cloud-based applications including AWS VDI, Amazon Connect, Google Cloud, Avaya, SharePoint suite, and Google Drive.
• Facilitated employee onboarding and improved the verification process.
• The project came to an end because HCL had India/china take over our jobs. Our team was sent to other start up projects.

• Received a performance bonus by spearheading the remediation of complex software and network incidents for 1300 employees, exceeded team's first-contact resolution target of 5.6 with a rate of 5.7, with each ticket receiving a 100% satisfaction rating for issue resolution and professionalism.
• Provided technical services by supporting devices and software installations through Intune for all devices.
• Imaged PC and Apple OS devices: macbook pro, iPads, iPhones configuring them with any additional software needed a long with secuity. Trained new users on how to use their macs and to install software.
• Deployed software to software center, facilitating streamlined installation and setup for technicians.
• Active Directory Administration: managed and maintained user rights/permissions, file/folder access, user/group account management, group policies, Device management in MS Intune and MS Entra Id.
• IT Lifecycle Plan: Maintaining and improving the inventory of software and hardware; location, age, and user of equipment; cost and schedule of maintenance and replacement.
• Software supported: Google suite, Webex, Jabber, VZimage for imaging, Dameware for remote work, Citrix Profile reset, Active Directory, Enterprise Desktop reporting/query, Pulse Secure-,PN, DUO, UC tools, Marimba system for software, ACSS, Workhub, Citrix, Microsoft Intune for managing devices and Outlook, Sharepoint, web conferencing (WebEx), Instant Messaging (Skype, Group Chat, Teams), MS Intune and MS Entra Id, Apple Business management and Intunes.
• Devices supported: tablets, network printers, thin clients, laptops, desktops, Apple products (iPads, MacBook Pros, Simon TVs, Arubas, wifi access points, and conferencing telepresence systems.
• Telephony Support: VoIP systems were corrected or set up employees. Wired Cisco Routers/switches, wiring ports to have access to the network and Cisco phone provisioning.
• Trained technicians in various US call centers on technical procedures and best practices.
• Installed computer devices into Simon TVs and Arubas, enhancing operational readiness in high-traffic areas.
• Respond to inbound tickets, phone calls, and chat requests for Apple-related technical issues using Service Now ticketing system
• Diagnose and resolve basic macOS, iOS, iPadOS, and Apple peripheral issues, including connectivity, application errors, and performance problems.
• Manage Apple device lifecycle, including enrollment, configuration of user accounts, ensuring correct security settings and deployment using MDM solutions.
• Support deployment of updates, patches, and standard applications for all Apple devices.

• Recognized for attention to detail and proactive support, returning three times to assist with IT needs.
• Executed the imaging and deployment of 500 Dell laptops, transitioning from HP machines.
• Moved data from laptops to network storage for accessibility.
• Recognized for attention to detail and proactive support, returning three times to assist with IT needs.

• Managed: Set-up new business with Windows/Apple infrastructure on Apple-based computers with Parallels and built-in remote operations as well as PC Anywhere. Exceptional Customer Service - the business grew rapidly.
• Upgraded computer systems with memory, hard drives, software, and device drivers to ensure optimal performance.
• Supervised and trained seven employees to enhance team capabilities.

• I was asked to stay on for an additional 2 months while they let the rest of my team go.
• The manager acknowledged my contributions and my initiative in leading the project to completion.
• Deployed new Dell computers for all engineers, including senior managers and directors, replacing outdated HP models.
• Re-imaged Dell computers to ensure proper configuration after receiving them without the correct image.
• Installed software tailored to individual engineers' requirements.
• Worked with Windows 7 and with all software installations and configurations, installed hard drives, memory.
• Remote software, MS Office suite, VPN, browser-based apps, Microsoft console, ArcGIS, Juniper Networks, Symantec's Console, MS Remote Desktop software, and many more.

• Became the first female to develop, manufacture a DOT certified vehicle in the US that could reach up to 100 miles per charge and 70 miles per hour in 2010.
• Developed and manufactured electric motorcycles utilizing industry-leading technologies.
• Owned and developed DOT certified motorcycle achieving speeds up to 80 mph and a range of 100 miles, optimized for commuting at 65 mph.
• Use international manufacturers to create the motor, battery management system and controller.
• Developed a programmable electric motorcycle for enhanced user customization.
• Collaborated with manufacturers to design and produce essential components for electric motorcycle.
• Worked with the federal offices in WA DC and was able to get it DOT certified for the highways.
• Participated in National Electric Vehicle Association and Seattle Electric Vehicle Association to promote electric vehicle initiatives.
• It was used for commuting into Seattle through all weather conditions and for educational purposes for the electric vehicle market.

• Rolled out security Duo key fobs for employee account access and provided ongoing desktop support during completion of rollout in Oakland, CA.
• Resolving software problems, delivering effective solutions and documenting the procedure on the Help Desk Ticket system.
• Software supported: windows 7, 8, 10, apple OS, working with all software installations and configurations, installed hard drives, memory.
• Imaged new MAC book pros and iMacs for users. Spent time teaching them how to install software and troubleshooting issues with mac os.
• Maintained all Apple devices in inventory updating as needed before deployement.
• Built new desktop machines and laptops (80% Apple, 20% PC) with an operating system and added software in a lab environment.
• VPN, Ghost, MS Office suite, VPN, Browser based apps. Used RT ticketing system at Big Fish Games.

• Managed setup of new business infrastructure using Windows and Apple systems, integrating Parallels and remote operations to enhance accessibility.
• Configured network infrastructure, enabling reliable business connectivity for seamless operations.
• Installed and configured finance software, streamlining financial operations for improved accuracy.

• Standardized 500 computers in two months by aligning brand, model, and software configurations including all Apple OS.
• Solve complex networking and end-user problems - completed 7-10 a day, in person, even if they were complex in nature.
• Troubleshoot all networking issues and set-up user accounts on Exchange Server through active directory.
• Created user accounts for VPN and email access on Exchange servers to streamline communication.
• Standardized computer systems across the company by using Ghost software to replicate configurations.
• Configured computer systems for satellite offices using VMWARE and PC Anywhere for effective remote troubleshooting.
• Build servers with Microsoft Windows Server 2000 and desktops in a lab environment.
• Tracked and documented help desk tickets in support ticket system to ensure efficient issue resolution.