Connectwise Automate
Jonathon Slear
Service Supervisor For IT Help Desk
Fountain Valley,CA
Summary
Welcoming Service Supervisor with outstanding abilities in assisting customers with various inquiries and tasks. Dependable and reliable with excellent training expertise. Experienced leading a team of diverse members by setting high expectations and treating everyone professionally and with respect. Astute Call Center professional offering polished communication skills.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Helpful Service Supervisor with 11 years of IT experience. Friendly and personable with dedication to providing excellent customer and personal service. Outstanding verbal and written communication skills.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Service Supervisor
DataPath
Fountain Valley, California
07.2015 - Current
- Maintain and manage Southern California Branch for Datapath, 8 direct technicians and assistant manager for 4 other teams.
- Assisted with training and development of team members.
- Service Supervisor - 2020 - 2022
- Lead Technician - 2019-2020
- Technician - 2016-2019
- Monitored team's performance and gave feedback when necessary.
- Updated job knowledge by attending workshops, training sessions and educational opportunities.
- Consulted with outside parties to resolve discrepancies and create expert solutions, working in an MSP allows for multiple parties to come together to address users and clients needs
- Leveraged sales expertise to promote products and capitalized on upsell opportunities. MSP's main goal is to service individual customers, and providing a tailored solution to their individual infrastructure needs is essential.
- Collected customer feedback and made process changes to exceed customer satisfaction goals, including but not limited to reorganizing technicians and customers into Teams, allowing for a more tailored experiences for our MS clients.
Printer Support Specialist and Desktop Support
C3 Technology Solutions
Irvine, California
03.2013 - 07.2015
- Configured and installed MFP's (Multi Functional Printers) at customer locations
- Configured applications pertaining to MFP's, including scanning functionality.
- Demonstrated strong knowledge of all types of electrical components, operations, specifications and proper testing methods.
- Maintained printer performance by configuring, diagnosing and repairing hardware.
Infrastructure Analyst
Sony Pictures Entertainment Inc
Culver City, CA
05.2007 - 06.2010
- Communicated and explained business requirements to team members to understand and implement functional demands. Including upgrading backup systems from tape backups to off site cold storage.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions, mainly dealing with AS400 outages.
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
- Applied knowledge of application components in conjunction with query tools to achieve business objectives, improving data collection from Solarwinds and IMS to address delivery issues in Germany
- Collaborated closely with upper management to drive strategy through development and implementation of new processes, including 24hr support through partners in India.
Education
High School Diploma -
Huntington Beach High School
Huntington Beach, CA 09.2002 - 06.2006
Skills
Master of priorities
Software
Quickbooks Desktop Support
Windows Domain Controller (2008-2020)
Untangle Firewall Expertise
Palo Alto Virtual Firewall
FreePBX and softphone Experties
Timeline
Service Supervisor
DataPath
07.2015 - Current
Printer Support Specialist and Desktop Support
C3 Technology Solutions
03.2013 - 07.2015
Infrastructure Analyst
Sony Pictures Entertainment Inc
05.2007 - 06.2010
High School Diploma -
Huntington Beach High School
09.2002 - 06.2006
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