Jeremy Tucker

• Provide efficient help desk support using Jira, resolving 85% of technical issues within first day
• Perform software installations and upgrades to UNIX or Windows operating systems.
• Planned and implemented upgrades to system hardware and software.
• Assisted in onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
• Oversee hardware and software asset management and inventory control, maintaining 95% accuracy in asset tracking
• Utilize Azure AD for secure and efficient identity and access management, enhancing security compliance by 15%.

• Provided comprehensive technical support, configuring and troubleshooting laptops, desktops, iPhones, and iPads, ensuring 90% uptime for user devices.
• Managed devices using SCCM, Apple Configurator, Microsoft Intune, and Azure AD, improving device deployment efficiency by 20%.
• Coordinated asset delivery and tracked inventory within ServiceNow Asset Management system, achieving 98% accuracy in asset records.
• Updated Asset Management database and managed Active Directory for user and device administration, reducing administrative errors by 15%.
• Delivered high-quality customer service to end-users, contributing to 10% increase in user satisfaction ratings.

• Managed incident and request priorities in Zendesk, achieving 95% resolution rate within SLA timelines.
• Provided exceptional customer service and technical support, specializing in Azure administration, Exchange, SharePoint, and Microsoft 365 Admin center.
• Utilized KACE for efficient laptop deployment and configuration through system imaging, reducing deployment time by 30%.
• Maintained detailed records of daily support activities, including onboarding and offboarding procedures, ensuring compliance with company policies.

Provided desktop support to end-users, including troubleshooting hardware issues, reducing hardware-related incidents by 25%.

• Imaged company devices via SCCM and configured Active Directory user and device settings, ensuring 100% compliance with security policies.
• Ensured devices were properly set up and maintained with latest software and security updates, enhancing system stability and security.
• Assisted in planning and execution of large-scale system upgrades, minimizing disruption to end-users and ensuring business continuity.
• Managed user access and device settings using Active Directory, optimizing user productivity and security.