It Support Service Delivery
Resume:
Jeffrey R. George
IT Support Par Excellence
Cell:
Email: *******.*.******@*******.***
Location: Richardson, TX, United States
Visa Status U.S Citizen US Army Veteran
LinkedIn: https://www.linkedin.com/in/jeffreyreidgeorge/
Professional Summary:
With over 30 years of extensive experience, I am an accomplished IT Service Delivery Manager with a proven track record in managing comprehensive helpdesk services within enterprise-level environments. My expertise includes coordinating and supporting a wide range of hardware and software systems, leveraging advanced remote support tools such as Bomgar, PC Anywhere, and SMS, as well as ticketing systems like ServiceNow. I excel in establishing and maintaining efficient procedures for problem resolution and delivering exceptional customer service.
Throughout my career, I have demonstrated proficiency in supporting diverse user bases across multiple domains, handling over 5000 users both in desktop and phone-based assistance. My technical acumen extends to troubleshooting complex issues in mixed Azure and Active Directory environments, providing support for Kofax software and Microsoft Office 365. Skilled at triaging issues and collaborating effectively with IT teammates, I have served as a level 1, 2, and 3 support analyst, showcasing strong leadership skills in setting up and managing helpdesks for smooth operations and high service delivery standards.
Experienced in utilizing helpdesk tracking software such as Magic and Heat, I possess expertise in end-user training and support and am proficient in server and workstation setup, configuration, and maintenance. I focus on client-server management and network monitoring, adept at troubleshooting hardware and software issues, including IRQ, DMA, BIOS upgrades, firmware upgrades, and software patches. Additionally, I excel in managing technical projects, adhering to SLAs, and utilizing the Systems Development Life Cycle (SDLC) for IT projects.
Certified in logistics by Dell and HP, I am committed to delivering excellence in service. As a collaborative team player with strong leadership skills, I coordinate client-server repairs, upgrades, and patches to guarantee seamless operations. Skilled in installing, configuring, and maintaining various LINUX, MAC OS, and Windows operating systems, I ensure optimal performance and security. Proficient in managing and configuring Android, iOS, and Windows 10 Mobile devices using MDM solutions to ensure security, compliance, and streamlined device management
Partial Technical Skills Table:
Category
Technical Skills
Operating Systems
Win (3x to 11), Linux from 4 to Ubuntu 24, Android from 1 to 14, Apple OS, Mac OS, iOS
Office Applications
Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook), Microsoft 365
Hardware
Setup, configure, troubleshoot desktops, laptops, cell phones, tablets, servers, LAN equipment
Networking
LAN/WAN setup and configuration, network troubleshooting, network monitoring
Remote Support Tools
Bomgar, PC Anywhere, SMS, remote desktop tools
Helpdesk Software
ServiceNow, Magic, Heat, ITSM tools
Mobile Device Management (MDM):
Configuration, management, and deployment of Android, Linux, iOS, and Windows Mobile devices
Security:
Mobile security policies, encryption, authentication, endpoint protection
End-User Support
Desk side support, mobile device support, remote support and, application troubleshooting
Software Deployment
Software installation, configuration, patch management, BIOS and firmware upgrades, Disk and hardware standardization, image building
Cloud Services
Azure, Active Directory, Office 365
Technical Project Management
Project planning, time management, SLA adherence, Systems Development Life Cycle (SDLC)
Training and Documentation
End-user training, technical documentation, procedure development
Collaboration Tools
Microsoft Teams, Zoom, Slack, Citrix, BlueJeans, Discord
Virtualization
VMware, Hyper-V, Virtual Box
Professional Experience:
Brown & Brown Insurance Remote
Service Desk Technician
Dates: Feb 2022 - May 2024
Responsibilities
Coordinated and participated in support of PC, Printers, Monitors, and related hardware and software.
Established and maintained procedures to manage, track, and resolve end-user problems, questions and service requests.
Experienced in supporting and troubleshooting a wide range of mobile applications on Android, iOS, and Windows 10 Mobile, addressing user issues efficiently to maintain productivity.
Coordinated computing and customer service procedures and practices.
Utilized Bomgar remote support tool to gain control of remote teammate’s PCs and correct issues.
Supported Adobe software and Microsoft Office 365 environments, troubleshooting and resolving technical issues to maintain productivity.
Supported Microsoft Office 365 environment
Triaged issues for other teams as needed.
Worked with IT teammates on irregular support issues.
Research solution to remove headsets from use for teammates who desired a more comfortable work environment.
Used Service Now ticketing system.
Worked in mixed Azure and Active Directory environment
Proficient in configuring and troubleshooting multi-factor authentication (MFA) solutions for both Microsoft MFA and Cisco MFA, ensuring secure access to systems and data while effectively resolving authentication issues to maintain operational continuity."
Personal Consultant /Sole Proprietorship
Owner / C.E.O / Independent Contractor
Dates: Sep 1994 - Current
Responsibilities:
Built professional relationships on promises made and results delivered.
Provided work on as needed basis as 3rd part contractor for IT vendors.
Handled taxes and payroll.
Developed new clients and business.
Sought out vendor training and contracts.
Supported completed projects.
Provided Pre- and Post- sales support.
Made it a habit to always be interviewing new tech contacts with visions of adding them to the team as needed.
Hired teams as needed based on project size and scope as needed to complete contracts.
Evaluated projects as applicable to my teams and skills prior to acceptance.
Released teammates as work dictated.
Built out boiler plate for contract and billing requirements.
Released teammates who did not fit into the roles estimated for them.
Kept current on technologies and trends to provide “future proofing” to clients.
Maintained highest levels of support and integrity in client relationships.
Provided proven support to clients who were entering into new technologies.
Mentored younger technicians.
Developed IT talented individuals with encouragement to enter the field and provide one on one support.
Developed handbooks and resource libraries for teammates.
Developed forms and DBs for issue and client tracking.
Handled full logistics for clients
Developed process to be single POC between client and Technology Vendors.
Participated in Y2K evaluations and new hardware roll outs.
Used WYSIWYG editors for client websites.
Assisted with resume development.
Tutored fellow students in IT and IT related projects.
Provided C++ tutoring to fellow students.
Setup multiboot server environments to mimic and troubleshoot client issues.
Worked in Novell 3.12 and 4.11 environments.
Provided pre and post sales consulting support on IT equipment.
Worked in many different small, networked environments and provided phone-based support to clients as needed.
Built, supported and administered varied networks.
Recommended and installed server and network hardware.
SARCOM Dallas, TX
Project Coordinator
Dates: Sept 2003 – Aug 2009
Responsibilities:
Coordinated and participated in support of PC, Printers, Servers, Monitors, and related hardware and software.
Established and maintained procedures to manage, track, and resolve end-user problems, questions and service requests.
Coordinated computing and customer service procedures and practices.
Worked as liaison between client and vendor to resolve unsatisfactory support issues.
Aided senior IT staff on troubleshooting irregular support issues.
Collaborated with senior management of the company on IT support issues.
Supervised and responsible for Staffing and Scheduling for support staff.
Utilized various shadowing tools to remote into user’s PCs and correct issues.
Support local and distributed (Citrix) application installations.
Deckerville Public Library,Deckerville, MI
Director of Technology
Dates: 2001 – 2003
Responsibilities:
Coordinated and researched implementation of computer hardware and software (NT 4. and Windows 2000) as well as LAN equipment utilizing the Systems Development Life Cycle template.
Assisted in expanding services available to the patrons at minimal cost to the library.
Coordinated equipment retirement and recycling
Coordinated grant requests and future IT support and hardware needs.
Coordinated technology support for library and staff.
Supervised and participated training local residents as requested on PCs.
Conducted and scheduled Maintenance on all Servers, Hardware and Software.
Created User documentation.
Setup training for various software packages for group members.
Recommended security and antivirus software for multi use public PC environment.
Installed and monitored recommended and approved software.
Smart Source Columbus, OH
Consultant
Dates: 1994-2000
Responsibilities:
Coordinated network and equipment move of printers, PC’s, laptops
Worked within scope of contract and client work.
Assisted in upselling services if scope creep was evident.
Provided input to client management if additional IT services appeared to be needed.
Worked on an as needed basis for projects.
Installed Windows NT, Windows 2000 and Windows XP workstation and laptops.
Diagnosed issues with computer hardware and peripherals.
Installed software patches and updates as needed.
Personal and Professional Activities:
Ziff Davis Senior IT panel member
Ziff Davis CIO Insight Panel Member
South Florida Linux Users Group Member
Deckerville Users Group Founder
Carrollton Computer Group Founder
Borland Developer Community Member
NSBE Member (by invitation)
Dell Reseller
HP Partner
AMD Reseller
Intel Partner
Maxtor Reseller
Seagate Partner
American Legion Member
US Army Veteran
Studying 5 languages via Duolingo and other self-study sources.
Studying for Cybersecurity technician certification
Educational Note:
•Currently ranked as Junior in Baccalaureate Program due to education and experience, however, note that as I worked in different programs, I would often find myself making more money and needing to take care of my family. So now I find myself in the situation of having a lot of hand on experience, but not as much formal classroom training. I continue to expand my knowledge with online courses, certification research, and general curiosity.
•US Army Chemical School, Ft. McClellan Alabama
References:
Professional and personal references available upon request.
Contact this candidate