IT

Jesse Sanders

***************@*****.***

615-***-****

Overview:

I have over 8 years of call center experience, 10 years of customer service experience and 10 years of IT experience.

Education:

ITT Technical Institute Cordova, TN Graduated: September 2008

Applied Science Degree in Information Technology - Computer Network Systems

Qualifications:

• Proficient in Fortigate Firewalls, Cisco Agent Desktop and Cisco Finesse

• Proficient in Microsoft Office 365 Admin, Exchange, AWS

• Proficient in Active Directory and Azure

• Cisco AnyConnect VPN, TeamViewer, Dameware, Symantec PCAnywhere, Pulse Secure, SCCM

• Proficient in Windows 7, 8, 10 and Mac OS, Android OS and iOS

• Proficient in Pulse Secure, Oracle PeopleSoft and Orion

• Proficient in Simple In-Out, Cisco Jabber, Microsoft Teams, WebEx Teams

• Remedy, Service Now, Easy Vista, OnTime Ticketing

Work Experience:

EFC Systems

Brentwood, TN

Systems Administrator October 2020 - Present

• Upgrade Fortigate firewalls to the most current firmware version

• Configure Fortigate firewall policies

• Installing up-to-date CU patches on Exchange servers

• Reboot HOST servers via VMWare that have been up for a long period of time

• Create/Remove SQL user accounts via Microsoft SQL Server 2014

• Creating O365 tenants

• Manage inventory using our ticketing system: Service Now

HCA – Parallon

Nashville, TN

Desktop Support II February 2019 - October 2020

• Add new employees to the Active Users list in Office365 admin

• Troubleshoot a user's PC remotely using screen share software such as: Dameware or SCCM

• Cisco units: conference room and desk phone troubleshooting

• Setup/troubleshoot exchange email accounts on user's mobile devices

• Install RAM on desktops\laptops and partition hard drives

• Install various software and troubleshoot/replace any defective peripheral hardware

• Setup new user's workstation and troubleshoot WIFI/Ethernet connection

• Troubleshoot remote user's Citrix virtual machines

• Manage inventory using our ticketing system: Service Now

Smile Direct Club

Antioch, TN June 2018 - February 2019

Desktop Support

• Created DDG’s in Office365 admin

• Troubleshoot and resolve minor to major hardware, software, and networking issues

• Perform new user workstation installations, configurations, upgrades, and basic repairs

• Support and troubleshooting of printers, copiers, and other network devices

• Responsible for timely resolution of escalations on behalf of users to appropriate support teams

• Replace desktop computing equipment and order warranty parts

• Manage inventory using our ticketing system: Service Now

Video Gaming Technologies – An Aristocrat Company

Franklin, TN June 2017 - June 2018

IT Helpdesk Analyst

• Unlock accounts, password resets and add/remove users via AD

• Assigned Microsoft licenses to users in Office365 admin

• Image computers from Windows 7 to Windows 10

• Troubleshoot a user's PC remotely using screenshare software such as: Goverlan or Skype for Business

• Manage inventory using our ticketing system: Service Now

• Polycom units: conference room and desk phone troubleshooting

• Setup/troubleshoot exchange email accounts on user's mobile devices

• Install RAM on desktops\laptops and partition hard drives

• Add/remove printer on user's PC and replace toner for printers

• Install various software and troubleshoot/replace any defective peripheral hardware

• Setup new user's workstation and troubleshoot WIFI/ethernet connection

• Troubleshoot remote user's Citrix virtual machines

Corizon Health

Brentwood, TN January 2015 - February 2017

Service Desk Technician II

• Created distribution lists in Office365 admin

• Conducted repairs on desktops, laptops and some printers

• Setup AD Accounts and Setup BitLocker Encryptions for PCs

• Windows Restore, Windows Startup Recovery, Re-image PCs

• Responded to incidents/requests in person, email, or over the phone

• Set up new or replacement desktop computing equipment and order warranty parts

• Service Now and Easy Vista ticketing system

Realtracs Solutions

Brentwood, TN August 2012 - January 2015

Help Desk Support/QA Testing

• Exchange troubleshooting in Office365 admin

• Troubleshooting Windows 7, 8, 10 and Mac OS Lion through Sierra

• Setup Outlook and Mac email accounts

• Supported operating systems and hardware from Apple devices

• Responded to queries/incidents either in person, email, or over the phone

• Installed computer peripherals and assisted in new user set ups for internal users for both Mac and Windows devices, including laptops, desktops, MacBooks, and iMacs

• Used Remedy and OnTime ticketing system

• Monitored audit logs

• Provided printer troubleshooting remotely via Screen Connect

Professional References furnished upon Request

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