Customer Service Engineer Ii

JONATHON RICHARDSON

Harrison, OH 513-***-**** *********@*****.***

Linkedin: www.linkedin.com/in/jonathon-richardson-a2023820b S K I L L S

Active Directory

C#

CISCO

DISASTER RECOVERY

DHCP

DNS

FIREWALLS

HYPERV

INCIDENT MANAGEMENT

MAC OS

MANAGED ROUTERS

NETWORK MONITORING

O365

PYTHON

SCCM

VMWare

VPN

Windows

E X P E R I E N C E

Sentrics Liberty Township, OH

NOC Engineer II Apr 2019 – April 2024

Handled 90+ calls, emails and chats a day for remote diagnostic services and repairs for a variety of equipment related to business, residential and ISP internet, television, phone, and life services.

Followed Ticket lifespans with 90% solo closure rate, 20% above co-worker's averages.

Trained and assisted co-workers daily.

Created easy to follow knowledge articles for more complex topics.

Advised for a streamlined process to insure accurate and timely ticket resolution. Atos Mason, OH

Technical Manager – Level II Jan 2016 – Apr 2019

Handled 70+ phone calls and emails a day.

Provided computer hardware and software assistance with a 90% success rate.

Received average 80% customer satisfaction rate, 10% average over co-workers.

Trained and assisted co-workers daily.

Created easy to follow knowledge articles for more complex topics. E D U C A T I O N

IT Systems Administration

DeVry University Associates in Network Administration Cincinnati, OH Jul 2012 C E R T I F I C A T I O N S

CCNA – Expired 2015

COMP TIA NETWORK+ - Expired 2015

CCNP – Expired 2015

R E F E R E N C E S

Matthew Meyer

Atos 513-***-****

Anjelica Velez

Azelis 407-***-****

Stephen Collins

Sentrics 513-***-****

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