Jeremy Davis
Pflugerville,TX
Summary
Ambitious Software Engineering Analyst with a background in project management, programming languages and operating systems. A bilingual employee with over eight years of knowledge in effectively communicating complex technical information into terms that anyone can understand. Offering talents in coding, testing and change management. Solutions-driven IT professional proficient in MS Enterprise Systems and network engineering. Strategic and analytical with an organized approach and aptitude for project management and product support. Well-versed in conducting critical analyses and problem-solving. Committed to providing high-level solutions that drive revenue. Demonstrated success in recovery planning, project mapping and training. Achievement-oriented Engineering professional committed to delivering client success on every project. Methodical, rational and analytical with skill in overseeing analysis, development and routine support for land application programs. Proficiency with USDA Soil Classifications System and familiarity with Unified Soil Classification System.
Overview
9
9
years of professional experience
Work History
Automation Engineering
Charles Schwab Help Desk
03.2023 - Current
- Assisted with updating Internal Service Desk Home Site and Service Desk Self Help Icon with .NET/C# while editing SQL Data to update current products
- Updated and maintained “NSD – Get Help” tab within BigFix using HTML, CSS and Javascript
- Created BigFix Fixlets to Automate Fixes both for Help Desk and Self Service while targeting specific Endpoints using BigFix Relevancy Language
- Created PowerShell Scripts to automate most common troubleshooting steps for Tier 1 agents at Help Desk, based off of Menu Selection while generating Logs
- Ran bi-weekly Backlog Grooming and Sprint Review Session in Jira using Agile methodology
- Submitted and Completed Change Tickets for Internal Help Desk Site.
HelpDesk Trainer, Knowledge Mgmt, Automations
Charles Schwab
03.2021 - 03.2023
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 45 %.
- Used Power Point, Snagit, MS Team Auto Bot to design training for all employees and increase company retention and productivity rates 30%.
- Trained and mentored 50 new personnel hired to fulfill various roles.
Local Desktop Support
Charles Schwab
03.2018 - 06.2019
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Performed encryption, firewalls and patch management to implement and maintain system security.
- Documented and updated known fixes in knowledge base for future reference.
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
Remote Technician
Charles Schwab
05.2015 - 03.2018
- Internal Remote Support for Charles Schwab including VP’s
- Subject Matter Expert in Network Printers and Independent Branch Support
- HDI Analyst of Year Nominee for 2017
- Troubleshooting, break/fix, and documentation of global issues
- Updated and maintained Remedy/SmartIT Ticketing System
- Updating User information in Active Directory
- Supplied support for Schwab’s Network Printers including IP reservation in VitalQIP and SHA Security Certificates updates
- Created and updated Knowledgebase Articles.
Education
Some College (No Degree) - Computer Science
Texas State College
Round Rock, TXHigh School Diploma -
Pflugerville High School
Pflugerville, TX01.2004
Skills
- Proficient in BigFix, PowerShell, Python, SQL, HTML5, CSS, C, C#, Object-oriented Programming, Abstract Data Types and Digital Architecture along with some knowledge with Java and PHP ITIL Certified Trained in AGILE, Confluence, BitBucket and JIRA
- Automation Engineering
- Engineering design development
- Feature Engineering Knowledge
- Model-based system engineering
Timeline
Automation Engineering
Charles Schwab Help Desk
03.2023 - Current
HelpDesk Trainer, Knowledge Mgmt, Automations
Charles Schwab
03.2021 - 03.2023
Local Desktop Support
Charles Schwab
03.2018 - 06.2019
Remote Technician
Charles Schwab
05.2015 - 03.2018
Some College (No Degree) - Computer Science
Texas State College
High School Diploma -
Pflugerville High School