Jonathon Glover
Fort Wayne,IN
Summary
Results-oriented achiever with a track record of surpassing targets and driving success in fast-paced environments. Combining strategic thinking with hands-on experience, consistently delivering impactful solutions that enhance organizational performance. Proven ability to exceed expectations, adept at identifying opportunities for improvement and implementing effective strategies to achieve desired outcomes.
Overview
15
15
years of professional experience
Work History
Director of Information Technology
Ash Brokerage
10.2024 - Current
- The Director of IT will oversee the day-to-day operations of the IT department, ensuring the efficient and effective delivery of IT services to support the company's business objectives
- This role requires a strategic thinker with strong leadership skills and a deep understanding of IT infrastructure, systems, and processes
- Key Responsibilities:
- Strategic Planning and Leadership:
- Develop and implement IT strategies that align with the company's business goals
- Lead and manage the IT department, including hiring, training, and evaluating staff
- Collaborate with management to identify and prioritize technology initiatives
- IT Operations Management:
- Oversee the daily operations of the IT department, ensuring systems and networks operate efficiently and securely
- Manage IT budgets, including capital expenditures and operational costs
- Ensure the availability, reliability, and security of IT systems and infrastructure
- Project Management:
- Plan, execute, and oversee IT projects, ensuring they are completed on time, within scope, and within budget
- Coordinate with other departments to ensure seamless integration of new technologies
- Security and Compliance:
- Develop and enforce IT policies and procedures to ensure data security and compliance with relevant regulations
- Work with legal, IT, and other departments to ensure compliance
- Vulnerability Management
- Conduct regular security audits and risk assessments
- Implement disaster recovery and business continuity plans
- Policy Enforcement
- Vendor Management:
- Negotiate and manage contracts with IT vendors and service providers
- Evaluate and select new technologies and solutions that meet the company's needs
- Innovation and Improvement:
- Stay updated with the latest technology trends and advancements
- Identify opportunities for process improvements and implement innovative solutions to enhance productivity and efficiency
Help Desk Manager
Ash Brokerage
04.2022 - 10.2024
- Provide overall leadership and development of the Help Desk team, ensuring that the day-to-day technical operations of Ash Brokerage run smoothly and empower the business
- In addition to leadership responsibilities, this position field calls and tickets, improves the day-to-day functionality of the Help Desk Team and assist in supporting the overall goals and objectives of the organization
- All while maintaining a focus on providing a great client experience throughout the process
- Key responsibilities include:
- Manage the help desk team and evaluate performance
- Forecast and manage an IT budget for relevant expenses and purchases
- Recruit, train and support help desk representatives and technicians
- Ensure customer service is timely and accurate on a daily basis
- Implement and maintain specific customer service standards
- Contribute to improving customer support by actively responding to queries and handling complaints
- Establish best practices through the entire technical support process
- Follow up with customers to identify areas of improvement
- Develop daily, weekly, and monthly reports on help desk team's productivity
- Provide customer feedback to the appropriate internal teams, like product developers
- Implement and support automation efforts
- Assist with troubleshooting complex issues through working with senior IT staff and business partners
- Collaborate with other Information Technology Leaders to develop and execute on strategic direction
- Manage the Employee Workstation Lifecycle Processes
Managed Services Team Leader
Allstar Communications
09.2019 - 04.2022
- Lead and manage a team of IT support professionals, providing guidance, mentorship, and performance evaluations
- Coordinate and manage the daily workload, ensuring even distribution across team members
- Monitor and maintain service level agreements (SLAs), striving for high performance metrics
- Liaise with clients regarding post-sales requirements, service delivery, and ongoing service reviews
- Oversee the timely resolution of customer issues and escalations
Implement and maintain standard operating procedures (SOPs) for the team - Analyze service trends to improve efficiency and customer satisfaction
Collaborate with sales and solution architects to align customer needs with our service offerings - Manage and optimize resource utilization, aiming for above 80% efficiency
Ensure proper documentation of all work through the ticketing system - Worked with Sales team to provide leads on existing customer base.
- Worked with customers and engineering team to determine equipment needs and system requirements.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Delivered technical presentations matching audience level of expertise to explain products and services to customers.
- Organized product demonstrations and trial installations of equipment
- Negotiated price and services with customers and vendors
Systems Engineer
Allstar Communications
07.2016 - 09.2019
- Programmed, installed, and maintained small to large NEC PBX telephone systems, including:
- VOIP terminals and networking
- Voicemail systems
- Desktop messaging and software
- Call accounting software
- Programmed, Installed, and Maintained a variety of cloud hosted PBX telephone systems
- Configured and maintained Adtran Netvanta networks, including:
- Routers, switches, and wireless networks
- VLAN and QOS implementation
- Point-to-point and VPN applications
- Configured and Maintained HP network equipment including
- InstantON Switches and Access Points
- Aruba Switches and Access Points
- Aruba Central
- Implemented and maintained Surveillance systems and cameras
- Milestone with Axis cameras
- Digital Watchdog
- Provided expert troubleshooting for:
- Telephone systems
- VOIP systems
- Data networks
- IP surveillance
- Telco issues
Lead Technician
Hoosier Communications Inc
07.2013 - 07.2016
- CAT3/CAT5/CAT6/Fiber Optics/Alarm/ Phone / AV Wiring Installation
- Lead installation team to meet customer specifications
- Design on-site solutions to project needs
- Coordinate equipment and supplies required for job
- Train new employees on standards and best practices
- Perform quality checks to ensure standards were met
Cable Technician
Hoosier Communications Inc
04.2010 - 07.2013
- CAT3/CAT5/CAT6/Fiber Optics/Alarm/ Phone / AV Wiring Installation
- Worked with service lead and project managers to meet customer deadlines
Skills
- Project management
- Business continuity planning
- On-premise/hosted PBX
- IT service management
- IT risk management
- Vulnerability management
Languages
English
Certification
- Google IT Support Professional Certificate
- Google Project Management Professional Certificate
- Google Business Intelligence Certificate
- Google Cybersecurity Certificate
- Sophos Certified Sales Engineer
- Sophos Certified Sales Consultant
Timeline
Director of Information Technology
Ash Brokerage
10.2024 - Current
Help Desk Manager
Ash Brokerage
04.2022 - 10.2024
Managed Services Team Leader
Allstar Communications
09.2019 - 04.2022
Systems Engineer
Allstar Communications
07.2016 - 09.2019
Lead Technician
Hoosier Communications Inc
07.2013 - 07.2016
Cable Technician
Hoosier Communications Inc
04.2010 - 07.2013
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