Support Specialist Analyst

JESSE ZELLMER

Phone 303-***-**** Email *****.*******@**.*** LinkedIn /in/JesseZellmer/ Loca1on Hoover, AL System Support Analyst

Delivers excep,onal customer experience. Troubleshoot, diagnose, and resolves complex issues. Mentors teams to integrate hardware, so<ware, systems, applica,ons, and solu,ons that meet business needs and requirements. Results-driven customer service and technical support specialist with 15+ years’ experience suppor5ng 100+ end-users from all skill levels in a corporate environment. Specializing in 1:1 and personalized Apple and Windows worksta5on support. Recognized for outstanding support and service, process improvement, and project management skills. Expertly handles compe5ng priori5es and maintains service levels while managing mul5ple projects. Authorita5ve Tier I, II, & III resource delivering corporate vision through+ holis5c mul5ple plaLorm security, compliance, data center, and business transforma5on exper5se, as well as system stability, performance, and opera5onal excellence.

KEY SKILLS & COMPETENCIES

Ø Project Management

Ø Team Development & Reten5on

Ø Customized IT Support and “white

glove” service to execu5ves

Ø Hardware & SoDware Installa5on

Ø Change Management

Ø Troubleshoo5ng Issue Resolu5on

Ø Managing Stressful Situa5ons

Ø Crea5ng Technical Manuals

Ø Wri5ng & Presenta5on Skills

Ø Transla5ng Technical Informa5on

Ø Virtualiza5on Automa5on

Ø Desktop Support

Ø Switching and Rou5ng

Ø Crea5ve Problem Solving

Ø Networking Concepts

PROFESSIONAL EXPERIENCE

BLOX LLC Bessemer, AL May 2024-September 2024

IT Support Analyst II

Manufacturing business that builds modular housing units for installaDon around the country, based in Bessemer. Hired on a level two and level three technician to support 800 users, both on-site and remote. Supported manufacturing acDviDes, including CNC machines, in one million square feet of warehouse space. Performed all technical support duDes on site, including onboarding, outboarding, computer hardware and soMware troubleshooDng, and iOS device support using MicrosoM Intune. Selected Achievements:

Ø Troubleshoot and resolves Level 1, escalated Level 2 and above trouble 5ckets, engaging other IT teams and vendors as needed.

Ø Assisted in migra5on to Jira Service Management from FreshService. MOTION INDUSTRIES Birmingham, AL August 2023-March 2024 System Support Supervisor

Promoted to System Support Supervisor, suppor5ng 9,000 users, including 700 in the corporate office and suppor5ng areas. Du5es included all of the responsibili5es of a System Support Specialist, but also leading ten direct reports. Those responsibili5es included managing the System Support 5cket queue, wri5ng schedules, and offering direc5on and advice to junior members on their paths to resolu5on.

Selected Achievements:

Ø Reviewed, selected, and interviewed candidates for hiring as a contractor. Ø Led the System Support floor, which averaged 6,000 calls a month. Ø Troubleshoots and resolves escalated Level 2 and above trouble 5ckets, engaging other IT teams and vendors as needed. Ø Gave weekly reviews of 5ckets with each support technician, as well as devised and documented process improvements for the team, using our OneNote.

MOTION INDUSTRIES Birmingham, AL (Contractor) May 2021- April 2022, April 2022-August 2023 Large industrial supplier of bearings, adhesives, and equipment, based in Birmingham. Mo5on Industries serves the en5re United States, Mexico, Canada, and Australia, with over 500 branches. System Support Specialist

Hired as FTE from contract posi5on, suppor5ng 7,000 users, including 600 in the corporate office and surrounding area. Du5es included support via phone and email to maintain branch and distribu5on center opera5ons at peak efficiency, both in-person and remote workers.

Selected Achievements:

Ø Train and mentor new team members, through 1:1 coaching and ongoing documenta5on of current processes. Created training chat for new technicians to facilitate a space to ask ques5ons and learn Ø Coordinate and execute new hire worksta5on setup as well as end-of-lease upgrades for corporate office and branch users. Ø Troubleshoots and resolves escalated Level 2 trouble 5ckets, engaging other IT teams and vendors as needed. BEACON BUILDING PRODUCTS Birmingham, AL February 2016 – March 2021 One of the largest distributors of commercial and residen5al roofing products, complementary construc5on, and building materials serving the en5re United States and six Canadian provinces. IT Support Specialist

Managed mobile device inventory (iOS & Android).

Selected Achievements:

Ø Converted 12+ acquisi5on branches with anywhere from one to 20+ end users, including se_ng up IT systems (PCs and Network Printers) and support post technical transi5on with ZERO down5me Ø Launched company-wide SharePoint intranet site, including sunse_ng of legacy intranet, to support cross-collabora5on across 30-departments

Ø Partnered to design and refine a taskmaster role for PC setups and recommended improvements to current PC images, which was adopted as standard due to reduc5on in trouble 5ckets CARDINAL GROUP MANAGEMENT Denver, CO 2015

A fully integrated real estate investment, construc5on, development, and management firm specializing in opportunis5c and value- added investments throughout the United States. Principal AnalyDcs Architect Hired as FTE from contract posi5on to support a 50-user office with du5es that included setup and troubleshoo5ng of Windows PCs, VoIP phones, and network printers, and management of equipment in business centers at 10+ residen5al proper5es. Selected Achievements:

Ø Vefed data share solu5on, configured and designed SharePoint site, migrated data, and trained users to improve visibility and accessibility across the organiza5on

WHOLE FOODS MARKET Colorado 2005 – 2014

An American mul5na5onal supermarket chain headquartered in Aus5n, Texas which sells products free from hydrogenated fats and ar5ficial colors, flavors, and preserva5ves.

Associate Technical Support Analyst [2011 – 2014]

Promoted to provide technical support and customer service to 20+ execu5ves at the Whole Foods Market regional office, both in person and virtually across domes5c and interna5onal loca5ons. Gathered business requirements and created solu5ons to meet needs. Selected Achievements:

Ø Upgraded 1,100 machines across the region to the same version of Symantec, crea5ng consistency and reducing security threats by while also providing remote management

EDUCATION

Bachelor of Science (B.Sc.) – Computer InformaDon Systems, Metropolitan State University of Denver CERTIFICATIONS

CompTIA A+

TECHNOLOGY PROFICIENCY

ü MicrosoD Office 365 Administra5on, Intune

ü MicrosoD Office 365 Installa5on and Troubleshoo5ng ü MicrosoD Azure Ac5ve Directory, (Entra ID)

ü MicrosoD Defender, Crowdstrike

ü Windows 10 and 11 Apple MacOS Android iOS

ü Printers, Scanners, and Copiers of all types

ü Cisco and Shoretel VOIP Phones

ü ServiceNow, FreshService, Jira Service Management ü LogMeIn, TeamViewer, Syncro, and Bomgar

ü Dell, Lenovo and Apple Hardware

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