Larry E. Jacquett

• Managed daily operations to ensure smooth functioning of the support department.
• Monitored employee and customer interactions to assess quality of service.
• Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
• Developed and maintained relationships with customers to enhance customer satisfaction.
• 
  

• Actively address and resolve technical and usability issues experienced by the Staff and Students.
• Adhere to OLA and SLA metrics defined in the Incident Management process.
• Adhere to the Incident Management process, defined by Tulsa Welding Schools.
• Frequently communicate with Staff and Students on status, next steps and resolution of open tickets.
• Procure, Install and configure new equipment and services to Campus
• Incident Prevention
• Identify recurring incidents, determine root cause and advise resolution to IT Team
• Ensure technologies are operational and optimized for expected use by Campus Staff and Students
• Proactively address and resolve concerns that could lead to potential incidents.
• On-board and off board employees and students in a timely, seamless manner
• Support the course readiness process by ensuring Staff and Students have access to their courses and content.
Communications
• Communicate often to Campus Staff and students on status of current incidents, steps taken and remaining steps to resolution.
• Develop and conduct training associated with newly developed and deployed functionality.
• Participate in the deployment of new systems through testing, training and supporting adoption.
• Foster an open and approachable environment where staff and students are welcome to report and discuss issues and concerns.
Service Improvement
• Contribute to overall IT service improvement initiatives and projects, ensuring successful rollouts with minimal incidents.
• Participate in Campus initiatives and projects designed to improve academic delivery.
Reputation
• Operate and contribute to a Customer Service-minded perception of IT.


Required Knowledge, Education and Experience:
• A Technical degree or certification desired. Bachelors of Science in Technical or Engineering discipline, preferred.
• Must be service-oriented with a natural inclination to improve the campus environment.
• Proven IT field service experience, supporting 50 - 250+ users.
• Strong ability to troubleshoot, test, repair and service technical equipment
• Experience supporting SIS, LMS, CRM and learning components desired.
• Must have very strong background in desktop support
• 2-3 years’ experience supporting higher education users.
• Ability to work a flexible schedule and adapt to changing work schedules to ensure availability to support Staff, Students and Faculty when they need it.

People Responsibilities:

• None


Physical Environment:

• High paced environment, diverse in both tasks and projects.
• Must be able to lift approx. 50lbs short distances, climb up on a ladder to reach equipment installed on wall or on ceiling.
• Most work is performed in a temperature-controlled office environment
• Incumbent may sit for long periods of time at a desk or computer terminal
• Incumbent may use calculators, keyboards, telephone and other office equipment
• Stooping, bending twisting, and reaching may be required
• Some work may be completed in classroom or shop environment


Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• As an IT Service Engineer representing a MSP with the ability to communicate with customers in different industries such as Healthcare, Industrial, Manufacturing, Legal and more. Required to ensure AD environment and networking is healthy, create and remove user accounts and more
• Coordinate with assigned clients in the Houston Area as a Project Engineer with weekly check-ins remotely but not limited.
• Respond to Field tickets that may require dispatch
• Provide technical documentation and/or materials upon request or as necessary.
• Repair, installation, reinstallation or reprogram hardware and software as necessary.
• Follow-up with Client after solution has been implemented
• Support all physical and virtual servers, as well as storage arrays and virtual and physical appliances
• Troubleshoot problems reported by users and analyze and isolate issues remotely or on-site
• Monitor servers and applications; Maintain servers such as file servers, domain controllers, email servers, and application servers

• Implemented medical devices, such as Pyxis Supply Station and Pyxis KanBan models for Health Facilities, offering outstanding support as a Field tech with 100% travel.
• Daily coordinate with Lead Implementation Analyst following up project plans of installing Pyxis software / hardware as scheduled, in Health Care facilities.
• Deployed Pyxis SupplyStations with all required prerequisites in a Windows 10 environment phasing out Windows 10 assets.
• Responsible for the upload of patients, users, product materials and information before devices are live using the Brain Transfer method as a Pyxis Admin Database.
• Perform other duties as assigned to physically swap materials such as pharmaceuticals, medical equipment, PPE, and other medical materials to new deployed devices from decommissioned assets.
• Required to stay up to date with Novasyte and BD's product courses, vendor credentialing, implementation policies and procedures

• Provided professional IT support for the following locations and department's with Harris County Public Health - as a contractor of Indigo Beam.
• Areas of support: Harwin Outreach Refugee Clinic, Contact Tracers for Covid Response Program, Mobile Unit 5 and 6 (Covid Rapid Testing) PHI Lab (Harwin), Dental Health Services (Harwin) and Nutrition and Chronic Disease Prevention (Harwin)
• Provided remote and in-person support of desktops and laptops. Primarily Dell and HP in a Windows 10 environment.
• Remediation of Windows applications OS's, network connectivity issues also administering Windows updates via Configuration Manager.
• Implemented devices such as printers, scanners, signature pads, and web cameras etc.
• Coordinate with the helpdesk team to ensure cases are routed to the appropriate support groups.
• Image desktops and laptops via Microsoft Endpoint Configuration Manager
• Maintain ticket closures responding to incidents via email or Microsoft Teams with detailed proper notes and details per ticket.
• Addressed basic network connectivity issues, VPN, printer configurations and hotspot issues

• Deployed professional healthcare software and web applications, providing the best customer service in the Healthcare industry with 50-80% of travel time for clients across the US. Built strong and lasting relationships with clients, coordinating with onsite IT with projects and upgrades.
• Clients: HCA Healthcare, RWJBarnabas Health, Tenet Health, Broward, Health, Abrazo Health, Orlando Health, CHRISTUS Health and more…
• Provided hardware and software implementations, deploying PDS products web based or software installations.
• Trained users while conducting a deskside training session with Directors, Mangers, patient access registrars, and other healthcare Departments.
• Implemented and deployed peripherals such as printers, scanners, signature pads, and web cameras primarily used for patient care.
• Coordinate with the Hardware team, creating RMAs for devices that are in need to be repaired or replaced for effective users.
• Work alongside with Project Managers and Tier 3 Analysts to assist with project plans of workflow development and project launches.
• Deploy and install workstations, laptops, mobile carts and tablets onsite.
• Provided yearly and quarterly 'White Glove' onsite if needed for Hospitals, Freestanding Emergency Centers, clinics, Urgent Care's and more...
• Support 'Go Live' deployment processes, delivering all software or hardware products within scheduled cutovers onsite.
• Supported clients following a 'Go Live deployment' onsite or remotely and troubleshooting any issues that arise coordinating with local IT at all healthcare facilities.
• Created user documentation and assisted with UTA's with the development team to ensure customers are in sync with upgrades and initiatives with deployments.
• Ensure that all HIPPA and PHI procedures and requirements are met

• Provide technical assistance and support for incoming calls on issues related to PDS products either software, or hardware. Respond to incoming tickets either by phone or responding to email messages for customers seeking assistance.
• Provided technical support and managing printers for nationwide healthcare facilities remotely utilizing Citrix GotoAssist.
• Altered and executed Basic VBScripting and PlanetPress Talk scripting using internal templates provided by higher management and analysts.
• Executed Minor MS SQL queries, script editing and XML editing for reports and data manipulation.
• Installed and configuring printers with a required digital process where documents are sent to desired printers, using variables and conditions that optimizes better formats.
• Remotely installed and configuring printers on servers, along with building logical processes in Objectif Lune Planet Press suite.
• Provided a first line of response to software support and created tickets for inbound phone calls, emails, and during a rotating on-call shift using the ESHELP Ticket system.
• Escalated tickets to appropriate in-house channels or in cooperation of third-party vendors with IT departments for necessary troubleshooting.
• Installed, configure and troubleshoot our proprietary applications on servers and on client workstations accordingly.
• Troubleshoot install and manage peripherals such as networked printers, copiers, scanners, signature pads, and webcams.
• Created and activated digital forms also publishing them on our servers

• Applied webcast support, administering audio and software functionality, in instances where an issue cannot be resolved, appropriately followed accordingly.
• Utilize -Skype for Business- as known as (LYNC) as a primary tool for instant messaging and establishing remote connections with internal clients within the HP organization supporting our streaming applications.
• Connect to VMs to administer assigned Webcast events.
• Ensured all Webcasting websites supported using Internet Explorer 11.
• Assist users with VPN wireless and LAN connection issues, with the ability to view live Streaming or OnDemand sessions.
• Weekly backups; keeping storage of event content, event audio files, program logs, and to release sessions into the cloud daily.
• Submitted asset management inventory to upper management quarterly.
• Performed cable management with Cat 5 and 6 data, Fiber, and audio cables into encoder devices for VoIP phones, and HP Procurve switches.
• Setup and installed desktops and rack servers in the Webcasting Lab and server room.
• Test both environments with separate AD credentials during the HPe and HPi companywide migration.
• Created Visio Diagrams for migration projects, documentation and generated reports

• Provided Level III support for 1000 - 3000 employees, faculty, staff, and students at 6 Corinthian Colleges and Institutes. Covering 3 sites in Houston and 1 campus in each of the following cities: Austin, Fort Worth and San Antonio in person.
• Deployed server and PC installations and administering, desktops and printer issues including; network connectivity, application troubleshooting, and hardware-software deployments.
• Performed, Windows XP/ Win7 OS upgrades and application deployments using Windows Deployment Services manually built per site.
• Managed networked and standalone HP printers, Canon desktop scanners, Polaroid ID printers, Xerox printers and physically installed Cisco VoIP 7900 series phones for student and administrative users.
• Resolved virus infected machines utilizing Trend Micro as a primary tool to quarantine infections.
• Provided support in cooperation with Corporate IT Support Groups (Cisco engineers and System Administrators) assisting remotely and locally on projects and tasks scheduled