Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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Jonathan Raglin

Dayton,Ohio

Summary

IT professional with comprehensive expertise in desktop support and troubleshooting. Known for delivering seamless technical solutions, enhancing system performance, and improving user experience. Recognized for collaboration skills and adaptability in fast-paced environments. Skilled in software installation, network configuration, and hardware maintenance.

Overview

35
35
years of professional experience
1
1
Certification

Work History

Desktop Tech/Tech Bar

Elevance Health/ Wipro
12.2022 - 04.2025
  • Delivered technical support and troubleshooting for laptop issues at the Tech Bar, ensuring timely resolution and optimal user experience.
  • Managed service tickets and addressed hardware/software problems using advanced diagnostic techniques.
  • Coordinated UPS procedures to dispatch laptops to remote users while maintaining security protocols.
  • Ensured devices met security compliance standards prior to deployment, aligning with ISO 27001 guidelines.

Configuration Technician

Comcast Business
04.2021 - 12.2022
  • Configured secure IT hardware working with Meraki, Aruba, Fortinet, and Cisco to support robust IT infrastructure.
  • Addressed email inquiries for onsite configurations and provided targeted troubleshooting for security-related issues.
  • Tested legacy equipment for compliance with security standards and documented findings with precision using advanced troubleshooting methods.

Field Technician

VA Hospital
07.2020 - 06.2021
  • Conducted PC imaging and system security updates for federal hospital networks.
  • Installed software and hardware while ensuring compliance with HIPAA security standards.
  • Assisted in Cisco switch cleanup and performed security-related troubleshooting.

Field Technician

Toyota Parts Distribution Center
07.2019 - 11.2020
  • Maintained and secured networked systems, including mobile PCs, laptops, and Cisco switches.
  • Managed user authentication and access control within headquarters.
  • Used ServiceNow (SNOW) ticketing system for security-related IT support.

Various Technical Support and IT Roles
01.2005 - 01.2019
  • Supported Active Directory administration, user account security, and system hardening.
  • Provided VPN and remote access security support.
  • Assisted with encryption implementation for Windows-based systems.
  • Monitored security software such as McAfee, Norton, and Symantec to protect endpoints.

Education

Associates Degree - Computer Applications

Rets Tech Center
06.1998

Skills

  • Network & Cybersecurity: Cybersecurity & Network Security, Firewalls & Intrusion Detection/Prevention Systems (IDS/IPS), VPN & Remote Access Security, Cisco Switches & Network Infrastructure, Wireless Network Security
  • Server & OS Administration: OS Security & Patch Management, Windows Server & Desktop Administration, Linux/UNIX
  • Database & Programming: SQL, MySQL, IBM DB2
  • IT Service Management: Remedy and Service Now
  • Productivity & Data Analysis: Microsoft Office Suite & Outlook (07-10-13), Pivot Tables, VLookup
  • Certifications & Project Management: CompTIA Security Certified, Project Management
  • Infrastructure Management: Active Directory & Identity Management, Printers & Hardware Setup

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Marine Corps Veteran

Certification

  • CompTIA Security+
  • Helpdesk Institute

Timeline

Desktop Tech/Tech Bar

Elevance Health/ Wipro
12.2022 - 04.2025

Configuration Technician

Comcast Business
04.2021 - 12.2022

Field Technician

VA Hospital
07.2020 - 06.2021

Field Technician

Toyota Parts Distribution Center
07.2019 - 11.2020

Various Technical Support and IT Roles
01.2005 - 01.2019

Associates Degree - Computer Applications

Rets Tech Center

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Jonathan Raglin