Jarrod C. Wedge

***** ******** ***, ****** **** IL 60477

adwblx@r.postjobfree.com

815-***-****

IT Support Analyst with 13+ years’ experience working in telecommunications and information technology management and support. Equipped with extensive knowledge of industry software systems and equipment. Worked extensively with remote help desk troubleshooting and online support for various technical issues.

PROFESSIONAL HIGHLIGHTS

• Implemented technology and infrastructure improvements which led to decreased escalations.

• Maintained consistently high scores and favorable comments on evaluations and semiannual reviews from managers.

• Provided on call 24 hour support for senior executives as well as remote employees for the last 13 years.

• Participated in 100+ field office relocations, with extensive experience with new office infrastructure setup.

• Managed a company-wide rollout of software for data security, upgrading various systems\software fieldwide.

• Supported over 4,000 Conseco employees in +280 offices, as well as the corporate home offices.

EXPERIENCE Conseco/Bankers Life and Casualty Company, Chicago, IL 2008 to 2020

Sr Field Support Analyst

• Assist office personnel with hardware and software problems, provides troubleshooting, and provides desktop and

network issue resolutions. Provide routine afterhours support for VIPs and field partners.

• Develops walkthrough documentation for end user support to assist employees with several low-level support

options to help reduce the volume of service tickets and escalate resolution times.

• Expert on Trend Office encryption, Bitlocker, as well as company wide systems including Microsoft Office 365,

Adobe, Java, Outlook Web Portal, Android and Mac support, ect.

• Manage a variety of projects and initiatives including testing and rollout of Bitlocker, Windows 10 support, various

VPN softwares for remote and work at home users. Work with our networking field partners (BlackBox and IPC)

extensively.

• Responsible for PC deployment and repair, including PC imaging, Windows installations, personalized

configuration and support, physical setups and moves of equipment, printer configuration, data transfers and

continued support afterwards. Currently work closely with other field support teams to expedite resolutions.

Conseco/Bankers Life and Casualty Company, Chicago, IL 2007 to 2008

Desktop Technician

• Performed maintenance of personal computers and peripheral equipment, identifying problems and providing

appropriate solutions. Worked closely with Networking teams to provide prompt resolutions to outages.

• Managed and updated our company wide inventory of equipment including PCs, networking equipment and other

hardware. Deployed 100s of replacement PCs as part of our routine field wide warranty refresh program.

• Extensive knowledge of wiring and cabling data networks including Cisco\Avaya systems, including running

cabling, replacing and configuring switches.

EDUCATION

Truman College, Chicago, Illinois

• A+ Certification.

Global Knowledge, Schaumberg, Illinois

• Completed training for Microsoft Windows 7 Certification.

SKILLS

• Provide support for MS O365 systems, Smart Term (PAL), Adobe\Java, Windows 7\10, various mobile device and

tablet support, Pulse VPN setup and support, Remote Desktop configuration and support for VIPs or work at home

employees, internal sites such as BSPN, CORE, P8, ect. Knowledge in all facets of the Desktop Support as well as

Field Support & Project Management. Work closely and maintain friendly relationships with our field mangers and

admins, as well as with our Networking partners and well as local ISPs.

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