Jeremy Howard
Midlothian,VA
Summary
Proven leader in IT and project management, excelling at Complete Network Integration by spearheading help desk operations and enhancing client satisfaction. Expert in network installations and troubleshooting, with a knack for fostering client relationships and training technicians. Achieved significant improvements in support documentation and system implementation, showcasing a blend of technical proficiency and exceptional interpersonal skills.
Overview
9
9
years of professional experience
Work History
Project Manager/IT Systems Administrator
Axcex Media LLC
07.2023 - Current
- Managed more than 4 teams on multiple projects to get timeline completed
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout engagement process.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Prepared and submitted project invoices for review and approval.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Monitored project progress, identified risks and took corrective action as needed.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Planned, designed, and scheduled phases for large projects.
- Developed and implemented project plans and budgets to ensure successful execution.
Help Desk Team Lead
Complete Network Integration
04.2020 - 07.2023
- Provided Tier 1-2 IT support to non-technical External Endpoint users through desk side support services.
- Assisted with updating technical support best practices for use by team.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Provided basic to moderately difficult end-user troubleshooting and desktop support.
- Used ticketing systems to manage and process support actions and requests.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained new incoming Help Desk Technicians.
- Streamlined ticketing process through automation tools which led to faster incident resolution times.
- Collaborated with cross-functional teams to address complex IT issues, ensuring seamless service continuity.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing timely solutions.
Sales Representative
ADI Global Distribution
10.2018 - 04.2020
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Developed and delivered engaging sales presentations to convey product benefits.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Increased sales by offering advice on purchases and promoting additional products.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Maintained monthly sales quotas and exceed them
- Managed over 30 calls per day
- Provided comprehensive training on product offerings to new team members for optimal performance in sales roles.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Collaborated with marketing to create impactful promotional materials for increased brand awareness.
- Utilized CRM software to manage client information, track leads, and monitor sales progress.
- Expanded customer base through cold calling, networking, and relationship building.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Developed strong rapport with customers and created positive impression of business.
- Managed efficient cash register operations.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Team Lead
Axcex Media
03.2018 - 10.2018
- Developed and initiated projects, and monitored performance.
- Maintained relationships with material vendors to lower costs and diversify capabilities.
- Installed cat5e/cat6, Fiber and coax cabling
- Tested hospital heart monitoring systems
- Planned, and scheduled phases for large projects.
- Developed and initiated projects and monitored performance.
- Managed third-party contracts related to project deliverables.
- Worked with vendors needed to accomplish project goals.
- Analyzed project performance data to identify areas of improvement.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
- Prepared and submitted project invoices for review and approval.
- Oversaw personnel to achieve performance and quality targets.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Identified plans and resources required to meet project goals and objectives.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored project performance to identify areas of improvement and make adjustments.
- Maintained open communication by presenting regular updates on project status to customers.
- Monitored project progress, identified risks and took corrective action as needed.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Recruited and oversaw personnel to achieve performance and quality targets.
- Reported regularly to managers on project budget, progress and technical problems.
Technician
Dominion Network Services
06.2015 - 03.2018
- Performed troubleshooting, repairing, installing and testing Coax, Cat5e, Cat6, Single and Multi-mode Fiber
- Installed and Troubleshooting POTS telephony
- Designing and Implementing Network/Low Voltage Topography
- Installing and maintaining network Access Points
- Install new Network Circuits from Demarcation points in Suites, high rise buildings and offices
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Optimized system performance thorough testing and analysis.
- Trained new technicians on standard operating procedures, ensuring consistency across team.
- Suggested specialized fixtures, test equipment and procedures for failure analysis.
- Contributed to the development of preventive maintenance schedules, leading to a decrease in unexpected breakdowns
Education
Associates Degree - Professional Actor Training
Chattanooga State Community College
Chattanooga, TN05.2007
Skills
- Help Desk Supervision
- End-User Training
- Training New Help Desk Technicians
- Google Workspace
- Proofpoint
- Azure
- On-call support
- Slack
- SharePoint
- Adobe Creative Suite
- Duo Authentication
- Help Desk Ticketing Systems
- Active Directory
- Box Drive
- Egnyte
- Active Troubleshooting
- Component Replacements
- Network Printers
- Full Neworks Installs
- Policy Development Support
- Ticket Tracking
- Helpdesk Support Coordination
- Voice over Internet Protocol (VoIP)
- Client Relationship Management
- Knowledge Base Creation
- Detailed Documentation
- System Implementation
- Cat5, Cat6, Coax installation
- Ticket Management
- Computer Hardware Knowledge
- Structural Positioning
- Data Connectivity
- Overseeing Technicians
- Information Updates
- Cable Testing
- Incident Management
- Problem Resolution
- Knowledge management
- Ticketing system expertise
- Service Desk Management
- Empathy and patience
- End-user support
- Service Desk Team Management
- Remote Support
- CRM Software
- Hardware diagnostics
- Ticket management
- Help Desk Support
- Customer Service
- System Administration
- Technical Documentation
- User Support
- Desktop support
- Account Administration
- Microsoft Windows and Office
Timeline
Project Manager/IT Systems Administrator
Axcex Media LLC
07.2023 - Current
Help Desk Team Lead
Complete Network Integration
04.2020 - 07.2023
Sales Representative
ADI Global Distribution
10.2018 - 04.2020
Team Lead
Axcex Media
03.2018 - 10.2018
Technician
Dominion Network Services
06.2015 - 03.2018
Associates Degree - Professional Actor Training
Chattanooga State Community College
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