Jesse Hughes

• Provide internal help desk support services to ODE staff, ensuring timely resolution of technical issues.
• Oversee video conferencing center operations, including setup, maintenance, and troubleshooting to ensure seamless communications.
• Configure, install, and maintain client PCs, ensuring hardware and software are up-to-date and aligned with department needs.
• Offer training and technical support on various software applications, ensuring staff are proficient and technology adoption is smooth.
• Manage user accounts, system permissions, and access rights, ensuring data integrity and adherence to security protocols.
• Collaborate with multiple internal and external stakeholders to manage and address evolving user systems and application changes.
• Assist with the implementation and integration of new systems, applications, and security protocols across the department.
• Provide operational support, including troubleshooting user issues, conducting system analysis, and offering solutions to enhance system efficiency.
• Act as a liaison between the department and external agencies, ensuring effective communication and resolving technical concerns.
• Contribute to the planning, construction, and ongoing improvement of system processes, ensuring they meet departmental goals and standards.

• Configured hardware, devices and software to set up agency workstations for employees.
• Worked as part of several project teams to implement, test and support new solutions. For example, enterprise mobile device management platform (Microsoft Intune) for agency iOS devices. and ITSM solution.
• Assisted other technicians and IT operations staff in resolving complex issues.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Documented transactions and support interactions in system for future reference and addition to knowledge base.
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
• Trained and supported end-users with software, hardware and network standards and use processes.

• Contributed to development, planning and completion of project initiatives.
• Delivered IT support and solutions to customer locations on time.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Managed IT support team to provide effective IT support and projects.
• Managed IT inventory, responsible for ordering software/hardware
• Part of project team to successfully migrate from G Suite to MS365
• Improved operations by working with team members and customers to find workable solutions.
• Supported and work with hosted VoIP solution. Provisioning IVRs and extensions.
• Responsible for various IT contracts (SaaS, Xerox, Hardware leasing)

Provide T1 support to both internal and external customers of the Office of Information Services .

• Addressed all questions and concerns from end users regarding applications, remote access, training and hardware/software issues.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Trained and supported end-users with software, hardware and network standards and use processes.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Identified and solved technical issues using variety of diagnostic tools and tactics.

• Resolved issues and escalated problems with knowledgeable support and quality service for over 55 local and remote users.
• Coordinate with partners to resolve remote and onsite user and network problems, improve operations and provide exceptional customer service.
• Research and purchase technology assets
• Built relationships with vendors to save time and money for the organization
• Set up, tag and inventory new workstations
• Implemented comprehensive IT asset inventory system
• Planned and coordinated technology components for two complete office moves
• Administrate security training platform
• Manage phone system, including changing data, and adding/removing users
• Planned and implemented upgrades to system hardware and software.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

• Oversaw control center, monitoring inmates, visitors and employees for signs of suspicious behavior.
• Coordinated responses to emergency situations arising in different jail locations.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
• Prioritized duties and multi-tasking to maintain security of facility while handling average of 40-50 incoming phone calls per shift
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.