Jeremiah O’Connor

Address:*** * **** ****, *** *, Addison, IL 60101

Phone: 630-***-****

Email: acu048@r.postjobfree.com

SUMMARY

I am an IT professional with extensive experience in a Service Desk managed with ITIL standards, Desktop Support, Change Management, and Major Incident Management environments. I thrive in a fast-paced environment while coordinating numerous time-sensitive projects. My background includes experience in the areas of Information Technology, sales support and inventory management. I am adept at maintaining a balanced approach in stressful situations.

PROFESSIONAL EXPERIENCE

Computer Merchants (contractor), Elk Grove, IL September 2016 - Febuary 2016

I worked on a 6 month contact for Computer Merchant as a contractor for Forsythe Datacenter. Forsythe supplies various managed hosting services for various clients.

Change Coordinator

As the change coordinator I handled all change control management for Forsythe Managed Hosting ServicesThat included approving or rejecting all requested work for various IT departments and locations. I also ran the weekly CAB(change approval board) meeting to discuss scheduled work for final approval. I also assisted in the company’s transition to the ServiceNow ticketing system.

OFFICEMAX, INC., Itasca, IL November 1998 – July 2015

OfficeMax is a leader in both business-to-business office products solutions and retail office products; selling directly to large corporate and government offices, as well as to small and medium-sized offices.

Service Desk Lead

As a lead I spear headed projects regarding process improvements and new technology rollouts to the company. I also lead major incident management coordination to make sure outrages were corrected in a timely manner, as well as urgent priority problem management and post mortem investigation with other IT providers. I was also responsible for all internal change management reviews and approvals for the entire IT organization as well.

Service Desk Senior Analyst

Acted as the highest level of escalation for user problems within the IT Service Desk (ITSD), while providing expert and creative solutions to end user issues of complex nature. My responsibilities included, but were not limited to, develop and direct projects to improve ITSD support capability, delivery of high-quality communications to customers and other team / department members, and ensure that Service Desk tasks are performed correctly and in a timely manner.

●Sustained a minimum 80% resolution rate within company standardized service level agreements for a service desk which averages 800-1000 calls a day.

●Completed new Printronix printer rollout by configuring and shipping printers, as well as providing continued user support for the150 printers in all warehouses; resulting in becoming the only subject matter expert for this hardware.

●Ensured organization as a whole remained within service level agreements by monitoring the service level of various other 2nd and 3rd level IT teams.

●Created and implemented training modules and tests for new hires which included training in-call taking/customer service, opening service tickets, and general troubleshooting practices.

Inventory Management Tech Specialist July 2000 – July 2003

Purchasing Agent for technology items through third party vendors for sales to our customers.

●Guaranteed the best price was located by researching various vendors for contract customer orders for technology items which were not available from OfficeMax.

●Maintained contracts for large accounts with various manufacturers; most notably IBM.

Inside Sales Support November 1998 – July 2000

Accountable for the overall coordination, support and facilitation of all the sales support activities.

●Sourcing, placing, and pricing orders for corporate customers.

●Troubleshooting ordering and shipping issues for customers and sales reps.

●Maintaining favorable contacts with current and potential key accounts by researching and resolving customer problem.

SUPPORT EXPERIENCE

Systems supported include but are not limited to, AS400, Mainframe, Active Directory, SAP, SAP Portal Systems, Printers (primarily Warehouse printers - Printronix, HP, and Konica), PC (Laptop and Desktop troubleshooting via remote access and some hands on hardware support), Windows 7 & XP, MS Office (Outlook, Word, Excel, PowerPoint), Internet Explorer (as well as non standard browsers like Chrome and Firefox), MS Lync, Cisco VPN, Remedy, ServiceNow, Avamar (restoring file backups to local office servers), McAfee, POS systems, and Blackberry support

EDUCATION

College of DuPage, Glen Ellyn, IL

●Areas of study: Computer Information Systems, Studio Art, and Art Design

●Three years part-time student

●Worked in the computer lab

REFERENCES

Shannon Rae - Forsythe Change Manager – 905-***-****

Steve Roth - OfficeMax End User Support Supervisor – 847-***-****

Jerry Johnson – GoGo Air Engineer – 630-***-****

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