MIKE JENSON

Company Overview: VPO is a Microsoft 365 cloud-based Construction Management Software Platform that integrates with Microsoft SharePoint.

Support Engineer Responsibilities:

· Created new Tenants in Microsoft 365 and obtained new domain names.

· Created new Site Collection Sites and executed proprietary scripts for customization.

· Managed daily Help Desk tickets, ensuring timely and professional resolution.

· Communicated with clients and VPO Team members to ensure complete customer satisfaction.

Achievements:

· Successfully created and customized over 500 new projects for clients.

· Reduced average ticket resolution time by 25% through efficient triaging and prioritization.

Trusted Advisor for 44 clients in the Kansas City market:

· Established relationships and collaborated with C-Level executives and small businesses to review and maintain their IT infrastructure.

· Completed Cyber Security Assessments, provided reports, and made recommendations for replacing all hardware in their stack.

· Provided options for moving servers to the cloud via Azure.

· Assisted in budgeting and planning for changes in their business.

· Assisted in onboarding, providing an IT review after onboarding using My IT Process.

· Completed and presented Quarterly Business Reviews to ensure clients are informed and advised of current compliance, security awareness, and best practices.

Achievements:

· Successfully completed over 25 Cyber Security Assessments which let to multiple Firewall sales, setup and configuration.

· Improved client satisfaction scores by 20% through effective relationship management and timely IT reviews.

• Worked on a variety of client IT projects, including server replacements and Office 365 migrations.
• Served as an Escalation Point for the Help Desk, often going on-site to clients' offices when systems were down.
• Diagnosed and resolved network issues as needed.
• Promoted to the vCIO position.

Company Overview: This MSP was hit by Ransomware via Kaseya, resulting in most clients leaving and most employees being let go.

Roles and Responsibilities:

· Systems Engineer for External IT customers located in a five-state area.

· Lead Help Desk Engineer – Managed the ConnectWise Board for all IT customers company-wide.

· Connectivity Specialist – KC installation team for MFPs/Printers on Servers and Desktops.

· Customer Service Specialist – Handling challenging and unsatisfied customers, reaching resolutions that satisfied both customers and SumnerOne.

Achievements:

· Successfully managed IT support for over 750 external customers across five states.

· Completed multiple trainings and certifications for Document Control and VOIP, however; due to COVID the company had to restructure these types of offerings.

· Responsible for a three-story, facility and one stand-alone admin office building, managing IT needs for approximately 120 users.

· Director of Facilities/Security and Access Control, including multiple renovations.

· Worked and coordinated with General Contractors, Contractors, and Sub-Contractors.

· Worked with Board Members and provided multiple reports for the Board.

· Member of the organization's Leadership Team from 2018-2020.

· Operated within budget and controlled preventative maintenance costs.

Achievements:

· Successfully managed IT infrastructure for a facility with 120 users.

· Led multiple renovation projects, ensuring security and access control.

· Moved company from on-prem to Office 365 Cloud to include SharePoint online.

· Provided home services in areas of computer repair, networking, wireless networking, plumbing, and electrical installations and repairs.

· Performed interior and exterior repairs.

· Recruited by the CEO of Safehome to work for them after seeing my ad in the newspaper.

· Managed five stores in three states.

· Recruited potential Store Managers from colleges.

· Responsible and accountable for personnel, budget, sales, facility, deposits, and training.

· Increased sales by over 10% in each new store assigned/promoted.

· Board Member for the selection of store managers.

· Trained new Store Managers, and Sales Staff in each division assigned.

· Represented the company in the Chamber of Commerce in two cities.

Achievements:

· Increased sales by over 10% in each new store assigned/promotion.

· Regional Store Manager of the Year

· Played a key role in the selection and training of store managers, contributing to the overall success of the company.