Service Desk Customer

Jeffrey T. Poague

PROFESSIONAL SUMMARY

Experienced Systems Engineer and Managed Services Engineer with a strong background in IT Service Desk Support, and System Administration, Cybersecurity and Networking. Very strong customer service skills and staff management skills. I have successfully managed multiple projects, including local government contracts and installations for various companies and government entities. My expertise includes deploying and supporting networking/security equipment, building images for mdt/intune environments, and Jr. Server Administration. Very skilled in using ticketing systems like Zoho and ConnectWise and ServiceNow to provide top-tier support to MSP customers. As well as using RMM software from Kaseya, N-able, NinjaOne. EDUCATION

MyComputerCareer, Raleigh, NC March 2020 – October 2020 Information Technology Security and Administration Graduated Certifications Earned: MTA Networking Fundamentals, Linux essentials, Security Fundamentals, AZ 900

Certifications in Progress: Azure Administrator AZ-104, PROFESSIONAL EXPERIENCE

Benchmark Network Solutions, Sales Engineer/Managed Services Engineer Sep 2022 - August 2024

● Successfully managed and optimized entire network environments, including designing, installing, and configuring Cisco Meraki Switches, Access Points(MR76,MR36,MR56 with over 40 units deployed multiple sites) as well as dashboards and licensing

● Provided tier 1-2 support through the service desk for (MSP) customers

● Level 1 Networking

● Active Directory and Azure Active Directory Novice

● Low Voltage POE+ experience

● Installed and terminated ethernet cabling (RJ45, Cat5, Cat6, Plenum-rated) to ensure reliable and high-speed network connectivity

● Jr. Server Administrator Roles

Jeffrey T. Poague

Logically, Managed Services Engineer Tier 2 May 2021- August 2022

● Adept in connectwise ticketing system

● Building & deploying computers remotely and in house for 50 plus companies

● Developing new standard operating procedures and documentation for living documents

● Full time on site for UNC Management Company

● Performing Incident investigation diagnosis and resolution (Service Desk)

● Installing meraki switches and access points

● Installing ups and server racks

● MDT server development and implementation

● Maintain terminal servers and VMs

Align Technology, IT Service Desk Nov 2020-May2021

● Global Customer Service done remotely or in-person to resolve issues

● Assisting with the detection and recording of possible Problems

● Maintaining accurate hardware and software inventory and configuration information

● Escalating the process as necessary per established escalation policies

● Keeping affected business partners informed about progress

● Assisting with the fulfillment of Service Requests

● Monitoring the status and progress towards resolution of assigned Incidents

● Performing Incident investigation diagnosis and resolution

● Tools used Service Now, Bitlocker user management, Office365 Outlook and Onedrive set up and migration, Desk setup Cisco IP communicator Kickback Jacks, Restaurant Manager June 2019-Mar 2020

● Resolved employee conflicts including scheduling issues incompatibility

● Managed staffing and scheduling for the location utilizing 50 employees per day, 7 days per week, up to 6000 customers per day totaling 7 million dollars in revenue annually

● Monitored deliveries to ensure accuracies

● Maintained professional relationships with vendors

● Negotiated with vendors for better contracts and discounts

● Renewed food safety certifications

Jeffrey T. Poague

● Maintained restaurant displays in accordance with seasonal discounts and promotions

● Created employee schedules

● Managed the sales, coordination, planning, staff scheduling, special purchasing, menu planning, lay out, execution and break down of catering functions Applebees, Restaurant General Manager Jan

2011-April 2019

● Develop employees by providing ongoing feedback, establishing performance expectations and by conducting performance reviews

● Continually strives to develop staff and other assistant managers in all areas of the restaurant and for professional development

● Training and developing Crew Members, Assistant Manager and Manager Trainee

● Manage the development and performance of the restaurant team and work with HR and the restaurant leadership team in the hiring and training of seasonal staff

● Communicates on a constant basis with Area Manager regarding restaurant performance and challenges; makes recommendations for improvement when necessary

● Assist Food & Beverage Manager with establishing short and long term strategic plans for the outlets

● Create & Nurture Culture: Develop, encourage, and model a fun, positive, family-style work environment

MCI, IT Technician (Cable Installation) Jan 2005-July 2008

● Performed transfer and installation of server, workstation, printer, laptop docking station, and phone system in a timely manner.

● Practiced proper cable management for the computer system, peripheral components, and network cabling.

● Assembled rack and stack servers, installed rail kits and monitor arms using power drills and hand tools.

● Worked directly with customers and project lead in arranging installation, transfer, documentation, and inventory of equipment. References Upon Request

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