Jonathan J. Ashkenaze

Desktop Support Specialist Security+ Service Now Cerner MHS Genesis

210-***-**** ad2f95@r.postjobfree.com Linked-In 1132 W Woodlawn, San Antonio Texas 78201

●Desktop Support Specialist with over five years of experience, excelling in high-profile, complex client environments, and possessing a Public Trust Clearance.

●Adept at handling inbound/outbound calls and providing remote technical assistance, contributing to the success of the Military Health System at the DHA Global Service Center.

●Demonstrated expertise in troubleshooting and resolving technical issues for clients, training new representatives, and mentoring teams for continuous improvement processes.

●Extensive knowledge of health information systems and software, including DMLSS, AHLTA, LMS, JKO, DMHRSi, and proficiency in Microsoft Office applications.

●Skilled in Network Administration as a Managed Service Provider, providing technical support, sales, and interfacing with C-Level executives and top management.

●Recognized for outstanding service at USAA's Technical Support Service Desk, consistently receiving the highest ratings on Quality Feedback in 2015 and 2016. Also with Peraton 2019 through 2023.

●Holds certifications in CompTIA Security+, CompTIA Net+, CCNA/CCENT, and possesses expertise in ServiceNow, Cerner, and MHS Genesis.

Certifications / Skills:

Public Trust Clearance CompTIA Security+ CompTIA Net+ CCNA/CCENT High Profile / Key / Complex Clients Inbound / Outbound Call Center Service Desk Helpdesk Mentoring & Training Cerner / MHS Genesis, PowerChart, RevCycle Cerner, SNOW / Service Now Continuous Improvement Process Technical Writing Active Directory Crisis Management BeyondTrust / Bomgar FINRA Series 7 & 66

Microsoft Office: Word / Excel / PowerPoint / SharePoint /Teams / Outlook Exchange

EXPERIENCE

Peraton / Apex – Tier 1 Desktop Support Help Desk 12-2018 – 10-2023

●Assisting the Military Health System at the DHA Global Service Center assisting callers with remote technical assistance in support of military hospital staff worldwide in their mission to deliver the best healthcare to our active military, veterans, and their families. “Helping Doctors and Nurses help their patients”.

●Worked closely with KB / Knowledge Base Team for widespread updates to KB articles. Worked with Major Incident Team (MIM), and SCCM / MECM teams to handle complex cases and outages and patch issues. Was designated to handle complex cases and complex client concerns. Used Skills in Active Directory, Remote Management, Bomgar, and multiple tools to assist users and leaders with technical support issues. Assisted users with access controls, patch updates, and security permissions.

●Worked with Network Operations Center, DevOps, Border Security Services on many cases.

●Trained new representatives on call handling and mentored in problem resolution skills. Coached teammates in finding best case resolutions and FCR priority.

●Worked 2+ years remote & 2+ years on Fort Sam Houston with all DoD Health Information Systems and Software including DMLSS, AHLTA, LMS, JKO, DMHRSi, Dragon, Adobe, Acrobat, Office, Genesis, etc.

VIA Technology – Network Administrator / Managed Service Provider 05-2018 – 09-2018

●Helping Clients as a Managed Service Provider in all areas of Network Administration and client technical support. Provided service and support and sales of additional software / hardware to clients at all levels of the organization.

●Lead technical advisor position for Bexar County Mentor Program interfacing with C-Level and top management Executives from Bartlett Cocke, Guido Construction, Turner Construction, Aventine Hill CPA Firm, T&D Moravits Concrete Company, Alterman Electric, Skanska, Frost Bank, SUNDT Construction and Baker Triangle. Trained Protege members on technical skills including organizational skills, software installation / management / utilization for key products.

●Construction - Assisted in installation of low voltage cabling for construction portion of the company. Assisted in cabling for security access control, security cameras, Camera recording, and network closet build out.

●Client Software and Hardware included: ConnectWise, Cisco, Dell, ADTRAN, Netgear, D-Link and other brands of Routers and Switches. Microsoft Office 365 Global Administrator. Microsoft Azure Global Administrator, Microsoft Active Directory Administrator, Intermedia Administrator, Jive Administrator. SonicWALL, Axcient, eFolder, StorageCraft, Microsoft Surface HUB, Ruckus, Cisco Wireless WAC and WAP, Webroot, LastPass, Avast, Malware Bytes, Secunia, Wise Care, ScreenLeap, TeamViewer, LogMeIn, DesktopToPC, GoToMyPC, Zero Tier, Remote Access Support, Ubiquiti AP, Cisco CUCM, Symmetrix Composer, and various other software. Worked with PCs and Servers including Dell, HP, Lenovo, Microsoft Surface, Microsoft Server 2012. Clients included Freeman Coliseum, UTHSC Nursing and Dental School, Laughlin Air Force Base, Serna & Serna Law Firm, Lyons and Lyons Law Firm, VIA Metropolitan Transit, East Central ISD, McMullen County ISD, City of San Antonio Center for Health Care Services, GDI Interior Construction, ALP Contracting, BRC Remodeling, Promasters Construction, Stanley Built Construction, M&A Professional Contractors, O’Neal’s Furniture Assembly, and various other local clients.

HCL/ Insight Global at USAA - Technical Support Service Desk 10/2016 – 01/2017

●Troubleshooting and Resolving Issues for USAA Employees with including logins, Credentials, Outlook, Portal CRM, Remote Desktop, Remote Assistance, WebEx, Intranet, DNS, Self Help, SQL, DBS, MS Office, Chrome, Internet Explorer, JAVA, VPN & Token Resets, Connectivity, Remote / Work at Home Employees, Remote Offices

●Call Center specialist + Chat training for holiday coverage

●Highest rated on Quality Feedback for all service desk employees 2015 and 2016

Personal Health Care Provider - San Antonio, TX 06/2006 – 07/2015

●Took care of close family member who was very ill and needed constant support

USAA Financial Advice Center - Financial Advisor II 10/2006 – 06/2010

●Recruited to USAA to provide Members with Financial Advice and Counseling

●Translation of complex materials into understandable communication to clients

●Pioneered first ever Outbound Financial Team. Frequently returned Executive Management’s callback requests

●First Financial Advisor integrated into Long Term Care & Healthcare Teams (Required additional certifications)

●Call Coach, multiple client calls used as examples for training within the company

●C-Level Executive Presentations

Planto-Roe Financial Services, Inc. 09/2005 – 10/2006

Financial Advisor - San Antonio, TX

●Moved practice to a prominent local firm with more support and resources

United Planners’ Financial Services of America 07/2004 - 08/2005

Independent Financial Advisor - San Antonio, TX

●Started Independent Financial Planning Practice working with individuals and small business owners, SAISD

●Advised clients on investments, estate planning, wealth management, retirement, tax savings strategies, inheritance transfer, 401(k), 403(b), IRA, SEP-IRA, Long Term Care, TRS, TSP and more

American Express Financial Advisors 07/2002 – 04/2004

Financial Advisor - San Diego, CA

●Built Financial Planning Practice including generating leads, marketing, client acquisition, sales, and retention

●Acquired NASD Series 7, Series 66 and Life/Health Licenses

●Cold Calling, Face to Face, & B2B resulting in Advice, Planning & Investments

●Advisor Coach

COMPUDATA / CPI Office Products 01/2000 - 03/2002

Senior Area Manager - Dallas, TX

●Key Account Manager. Managed and Grew local businesses’ office supplies, printing & large furniture projects

●Managed key inside sales staff relationships to maximize relationship sales with clients

Cisco Certified Network Administrator Routers and Switches, CompTIA Network Plus Network+ Security+ Security Router Switch ASA ASAs Load Balancer Juniper F5 Linksys service support, Microsoft Word Outlook Excel Exchange PowerPoint Access RackSpace OCA Open Cloud Academy Ticket Tickets, Email Admin Support Customer Service NetSec Devops TAM Sales Account Manager, troubleshooting monitoring technicians web website IT Help Desk helpdesk, Business Development Manager Technica, Sales Engineer Expert fanatical support open stack Linux Technical Account manager IT network support technician WordPress LAMP website web design python Conflict Management Negotiation

EDUCATION, & COMMUNITY AFFILIATIONS

RackSpace Open Cloud Academy – Networks Operations December 2015

Attained CCENT, CCNA, CompTIA Network +

Routers, Switches, Firewalls, and Load Balancers

University of Texas at San Antonio - Bachelor of Business Administration – Accounting 1994

Student Government - Senior Class Representative

Campus Activities Board (Directed University Sponsored Student Programs)

UTSA Alumni Board - Student Member

Order of Omega - Greek Service Honor Society

Phi Delta Theta, Member, Treasurer (1990-1991), Phi of the Year 1991

Boy Scouts of America, Eagle Scout

City of San Antonio – Board Member of the Electrical Board (District 1: 2005 – 2008)

Phi Delta Theta - San Antonio Alumni Club (Past President, Past Secretary, Past President of Dallas Alumni Club)

Beacon Hill Area Neighborhood Association (Past Secretary and Board Member)

Midtown on Blanco – Neighborhood Commercial Revitalization District - City of San Antonio (Past Board Member)

Margil Elementary, SAISD – Mentor (2005 – 2007)

G.E.D. – Corpus Christi Texas 1987

References and Employer Contact:

Peraton Supervisor: William Seigler ad2f95@r.postjobfree.com 757-***-**** Years Known 4

Peraton Former Supervisor & Coworker: Samir Rodriguez ad2f95@r.postjobfree.com 210-***-**** Years Known 4

USAA Manager: Alex Hays 425-***-**** ad2f95@r.postjobfree.com Years Known: 7

Steven Wilson Sr. Capital Strategy Advisor USAA, 9800 Fredericksburg Rd 78288 Years Known: 11+

Mobile: 210-***-**** ad2f95@r.postjobfree.com

Mark Spielman Retired Teacher, SAISD, 900 Woodlawn Ave San Antonio, 78201 Years Known: 13+

Mobile: 210-***-**** ad2f95@r.postjobfree.com

Certifications:

CompTIA Network+ COMP001020908331 08/26/2015 Exp: 02/14/2025

CompTIA Security+ COMP001020908331 02/14/2019 Exp: 02/14/2025

Cisco CCNA R&S CSCO12892775 11/11/15 Exp: 11/06/2018

Cisco CCENT CSCO12892775 11/11/15 Exp: 11/06/2018

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