Jeremy Lowe

acoyeq@r.postjobfree.com www.linkedin.com/in/jlowe781 781-***-****

OBJECTIVE

My interest in learning about and applying new technology to solve business problems

provided me with opportunities that have allowed me to gain a broad understanding of

the IT landscape including desktop computers and servers, as well as networking and

enterprise applications. Prior work experience in sales allowed me to master valued skills

related to customer interaction and satisfaction. My experience on multi discipline

IT teams allowed me to gain an understanding of infrastructure technologies including

remote access, Server 2012, Microsoft Lync.

EDUCATION

Middlesex Community College 2014

• Associate's degree, Computer Systems Networking and Telecommunications

cERTIFICATIONS

• CompTia A+

• CompTia Network +

• CompTia Security +

• Apple Certified Macintosh Technician

Microsoft Certified Professional

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EXPERIENCE

Systems Administrator April 2014 – Present

Fidelity Investments

COMMUNICATE EFFECTIVELY WITH USERS TO DETERMINE AND RESOLVE

•

COMMON PROBLEMS AND REQUESTS IN COMPLIANCE WITH ESTABLISHED

SERVICE LEVEL AGREEMENTS

BUILD TEST MACHINES OF VARIOUS PLATFORMS FOR TESTERS FOR QUALITY

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ASSURANCE

COMMUNICATE WITH TESTERS AND OTHER TEAMS TO ENSURE APPLICATION AND

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PATCH QUALITY

DOCUMENT AND REPORT DEFECTS FOUND USING HP QUALITY CENTER

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SCHEDULE DEPLOYMENTS USING SCCM

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Desktop Systems Specialist July 2010 – April 2014

Aspect Software

COMMUNICATE EFFECTIVELY WITH USERS TO DETERMINE AND RESOLVE

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COMMON PROBLEMS AND REQUESTS IN COMPLIANCE WITH ESTABLISHED

SERVICE LEVEL AGREEMENTS

CUSTOMER FOCUSED, COMMITTED TO CONTINUOUS QUALITY IMPROVEMENT

•

AND HAVE A CAN-DO ATTITUDE

MANAGE LAPTOP SOFTWARE AND HARDWARE UPGRADES/DEPLOYMENTS

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MAINTAIN LOCAL AUDIO/VISUAL INFRASTRUCTURE (PROJECTORS, VIDEO

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CONFERENCING, ETC.)

MAINTAIN CORPORATE LAPTOP IMAGES

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MAINTAIN ASSET INVENTORY DATABASE TO TRACK AND CONTROL ALL I.T.

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DEPLOYED ASSETS

EAGERLY LEARN NEW TECHNOLOGIES

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WORK OUTSIDE NORMAL BUSINESS HOURS WHEN NECESSARY TO RESOLVE

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CRITICAL ISSUES

Help Desk Analyst I March 2010 July 2010

Liberty Mutual Insurance

MANAGE RESOLUTION OF INBOUND TECHNICAL CALLS QUICKLY,

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PROFESSIONALLY AND EFFICIENTLY IN CALL CENTER ENVIRONMENT

• DIAGNOSE HARDWARE, SOFTWARE, PRINTING, AND NETWORK

CONNECTIVITY ISSUES INCLUDING LAN, WAN, AND VPN ACCESS IN A

WINDOWS XP ENVIRONMENT, OFFERING LEVEL 1 AND 2 SOLUTIONS OVER

THE PHONE

• TROUBLESHOOT CORPORATE APPLICATIONS WITH THE USE OF A

SCRIPTED

KNOWLEDGE BASE AND ASSIGN ISSUES TO THE APPROPRIATE

SUPPORT GROUP

• FOLLOW ALL ESCALATION PROCEDURES ACCORDING TO SERVICE LEVEL

AGREEMENT

• USED REMOTE CONTROL TOOL TO ASSIST END USERS WHEN NEEDED

• PROVIDED AN ACCURATE RECORD OF EACH CALL IN AN INCIDENT

MANAGEMENT TRACKING TOOL

• MONITORED ALL OPEN ISSUES TO ENSURE BUSINESS EXPECTATIONS ARE

MET

Support Analyst February 2008 – March 2010

Single Digits, Inc.

Provided technical product support for Single Digits' management software

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Assisted clients and end-users with WIFI connection issues

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Primary technical resource during the pre- & post sales process

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Directed customer through troubleshooting process and test to ensure troubleshooting success while

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educating customer on available tools to promote customers' self-reliance and instill product

confidence

Work with Product Management to help ensure that the product is fully defined and documented

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Periodic on-call after hours, evening, and weekends work

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Worked as part of team in an exciting, fast-paced environment.

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Identified and communicate root cause when possible, develop solutions.

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Team with cross functional partners and escalate issues as appropriate to ensure optimal product

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performance and reduce repeat issues

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