Jonathan Connors

• Primary owner of IT ticket system application (Fresh Service).
• Owned application form inquiry to successful implementation.
• Automation of software installation from ticket system storefront with intune and sccm.
• Automated small item purchasing integrating ticketing system with outside vendor.
• Created change management process in ticketing system.
• Vendor management.
• Workflow automation.
• Primary owner of IES Engineering Systems.
• Ful contract negotiations.
• Adoption, roll out and training.
• Updates and hot fixes.
• Primary owner of Mural Collaboration software.
• Configured, installed, and supported Architectural software including AutoCAD, Revit Navisworks, ARCgis.
• Configured, installed, and supported Electrical engineering software including AGI32 ELUM tools.

• IT generalist responsible for the daily operation of the northwest region for DLRGroup.
• Onsite support for 100 users.
• Responsible for all server configuration.
• Desktop support for entire region (Windows 7 and 10).
• Installation and configuration of all desktop and notebook computers.
• Part of a team that manages software updates, installations and configuration.
• Configure and manage all network printing.
• Day-to-day tier 1, 2 and 3 helpdesk for company nationwide, 1200 users.
• Direct executive support.
• Responsible for copy room operation and management, including office supply ordering.
• NEC phone system ads, moves Changes.

· Sole person responsible for 22 locations, 200+ users, 10 servers, VoIP phone system and 185 workstations.

· Microsoft software Subject Matter Expert for entire company.

· Manage the day-to-day internal services provided to users, including e-mail, network drives and applications.

· Manage the day to day network functions and server usage to ensure a stable infrastructure.

· Perform appropriate network software/hardware maintenance procedures including virus updates, system patches and software service pack upgrades.

· Installation, configuration, implementation of all company workstations. Initiated and implemented a complete upgrade of all workstations from XP/Vista to Windows 7.

· Design, installation, configuration of the server infrastructure, migrating from a single Small Business Server to an Essential Business server multi-server environment.

· Successful Migration of Window infrastructure from a single server to mixture of physical and virtual servers, using VMware, Dell NAS and HP Servers.

· Oversaw and designed complete overhaul of company phone system, migrating away from copper lines to a VoIP/Sip solution, savings the company 20k annually.

· Manage day-to-day MITEL VoIP phone system configuration and administration.

• Successful installation, configuration, and integration of voice messaging systems into existing customer Active Directory networks including the installation and configuration of: standalone Exchange, SQL servers and clusters.
• Site work as necessary for installations, upgrades, and troubleshooting.
• Microsoft software Subject Matter Expert for Technical Support Analyst team (Tier 1), mentoring technicians in Microsoft technologies and training internal and external technicians through webinars and onsite multi-day training classes.
• QA and lab testing for the investigation of bugs reported from L1 technicians, documentation of problems to be passed onto the development team for further investigation.
• Supervision of field test sites including installation, patching, bug tracking.
• Customer relations advocate.
• Mediator between the customer and the technical support, engineering, and development teams.
• Successfully communicated with all sides the expectations and needs of all parties involved.

• Primary IT support for over 60% of Pet’s Choice’s 48 hospitals, each with up to 50 windows workstations.
• Support and maintain Exchange, SQL, Citrix, and other member servers.
• Led project teams in complete build out of 3 new hospitals; including hardware and software needs analysis for new and existing hospital installations.
• Configuration of workstation, server, LAN and WAN infrastructure.
• Lead Helpdesk Engineer for home office and remote sites.
• Remote assistance provided through VNC, PCAnywhere, and RDP.
• Responsible for daily backup operations, disaster recovery planning, daily tape rotations, and data verification.
• Asset tracking using third party tracking application.