Information Technology It Specialist
Resume:
Jamison B. Dashow
*********@*******.***
Education / Skills
****-**** ****** ********* *******, Tacoma, WA
Associate of Applied Science in Networking and Cyber Technology
2001-2006 Central Washington University, Ellensburg, WA
Bachelor of Science in Information Technology and Administrative Management
ITAM Club, Member 2005 – 2006
Cross Country and Track Teams 2001 – 2003
Certifications
COMPTIA A+ certification (Sept 2008)
Job Experience
12/2023 – 5/17/2024 SmartSource / SK-TES
Video Collaboration Technician Tukwila, WA
Provide AV/VC equipment checks in conference rooms at Amazon sites in Seattle, WA
Made basic repairs which included replacing missing broken cables, adapters, remote controls, etc
Raised tickets via customer system for all issues with equipment
Maintain all logs and reporting documentation.
5/2024 – 8/16/2024 SK-TES
Computer IT Specialist
Prepare, setup and replace computer monitors for all the Amazon sites in Seattle, WA
Disposed of old monitors
8/19/2024 – 3/28/2025 SK-TES
Computer IT Specialist
Refurbished computer, network equipment and servers to be sold to companies outside of company
12/2022 – 7/31/2023 Starbucks Coffee Company
Video Collaboration Engineer Seattle, WA
Driving Systems uptime
Performing daily systems testing
Opening, managing, and closing /escalating incidents in Service Now
Troubleshooted Windows 10 issues in the conference rooms
Repairing and building hardware and systems
Monitoring incident and preventative maintenance queue
Training, shadowing, and continuously improving.
Providing service / assistance and responding to incidents in a timely fashion.
3/2022 – 11/2022 Kaiser Permanente
Workstation PC Technician Tukwila, WA
Received assets, and moved equipment within and or between facilities,
Staged equipment for build/image activity
Interviewed clients as part of pre-deployment asset discovery
Executed equipment replacement activity
Updated asset management system to reflect work performed
Installed and maintained PC hardware and software
Performed data transfer and recovery
Troubleshooted network usage and computer peripherals
Prepared assets for disposition
4/26/2021 – 7/2/2021 CNA Insurance
Service Desk Consultant Tacoma, WA
Provided high quality user support and services while providing excellent customer service to all providence employees and partners
Triaged customer issues and requests through various tools, troubleshooting, and resolving end-user technology issues
Assigned ITSM tickets to all other IS disciplines, and document all activity appropriately, while communicating appropriate status to the end user.
Escalated incidents related to software, hardware, and interfaces, documenting progress, and resolution of incidents
Ensured customer requests for service are handled in a manner that promotes high customer satisfaction and provides customer with positive experience
Adhered to documented standards, policies and procedures for documentation, ticketing processes, and customer service, and relationship management handling expectations.
2/1/2021 – 4/16/2021 Providence Health
End User Support Technician Olympia, WA
Provided high quality user support and services while providing excellent customer service to all providence employees and partners
Triaged customer issues and requests through various tools, troubleshooting, and resolving end-user technology issues
Assigned ITSM tickets to all other IS disciplines, and document all activity appropriately, while communicating appropriate status to the end user.
Repaired, replaced, and update personal computers and other computing hardware
Repaired, replaced, and update smartphones, tablets, and other mobile computing devices
Repaired, replaced, and updated computing accessories
Installed applications as directed
Worked with all providence IS organizations to accommodate customer issues and requests, and follow them to completion
Escalated incidents related to software, hardware, and interfaces, documenting progress, and resolution of incidents
Ensured customer requests for service are handled in a manner that promotes high customer satisfaction and provides customer with positive experience
Adhered to documented standards, policies and procedures for documentation, ticketing processes, and customer service, and relationship management handling expectations.
Gathered pertinent information associated with customer issues, needs, and requirements and communicate thoroughly to other IS organizations during ticket handoff in order to minimize customer interruptions and avoid duplicate information requests
Performed other duties as assigned.
1/29/2020 – 5/29/2020 Providence Health
Windows 10 Technician Renton, WA
Provided high quality user support and services while providing excellent customer service to all providence employees and partners
Triaged customer issues and requests through various tools, troubleshooting, and resolving end-user technology issues
Assigned ITSM tickets to all other IS disciplines, and document all activity appropriately, while communicating appropriate status to the end user.
Repaired, replaced, and update personal computers and other computing hardware
Repaired, replaced, and update smartphones, tablets, and other mobile computing devices
Repaired, replaced, and updated computing accessories
Installed applications as directed
Worked with all providence IS organizations to accommodate customer issues and requests, and follow them to completion
Escalated incidents related to software, hardware, and interfaces, documenting progress, and resolution of incidents
Ensured customer requests for service are handled in a manner that promotes high customer satisfaction and provides customer with positive experience
Adhered to documented standards, policies and procedures for documentation, ticketing processes, and customer service, and relationship management handling expectations.
Gathered pertinent information associated with customer issues, needs, and requirements and communicate thoroughly to other IS organizations during ticket handoff in order to minimize customer interruptions and avoid duplicate information requests
Performed other duties as assigned
10/17/2019 – 1/2020 CalPortland
Technical Support Analyst Seattle, WA
Worked with regional and corporate office and plant users/management to identify, prioritize, and perform IT support related tasks.
Supported PC, printer, network, telephony and data center environments
Tier 2 Hardware and software support for internal and remote employees through remote access, phone, or deskside visit
Upgraded and install new hardware and software including PC’s Printer’s, and phones
Rapidly assimilated and applied technical knowledge to maximize computer operations that support business processes
Evaluated new information system products or services and suggest changes to existing products or services to better aide the user
8/26/2019 – 10/4/2019 True Blue
Service Desk Analyst Tacoma, WA
Windows 10 migration project responsible for responding and troubleshooting requests for technical assistance on the phone for password resets, and hardware and software issues.
Used SCCM
Used Service Now for ticketing system
Used Asset Tiger for tracking computer systems.
5/2019 Sefnco Kent, WA
Company was converting over to a new company called Mastec. Was involved in assisting with converting 20 plus laptops over to a new Windows 10 domain.
6/5/2019 – 6/12/2019 Hermanson Company
Service Desk Specialist Kent, WA
Company was in the process of transferring end user’s data up from network drives to the SharePoint and the Microsoft One Drive cloud. This was a short-term temporary service desk technician position responsible for making sure end users were given the proper administrative rights to the correct folders within the company on the SharePoint.
6/2018 – 12/2018 General Dynamics/DXC Technology
Desktop Support Technician II Ft. Lewis, WA
Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows 7 (Laptops and Desktops), Microsoft Office 2013, and various company owned software.
Used RSA 2 factor authentication and smart badge to connect end users to their computer accounts
Used remedy ticketing system
Used Active Directory for Permissions, and creating users and groups
Ensured that the needs of top level Executives were met
4/2015 – 6/2018 Lockheed Martin/Maintech
Deskside Engineer Tier II Bothell, WA
Tier 2 Hardware and software support for internal and remote employees through remote access, phone, or deskside visit.
Tier 2 Hardware and software support for lab computers
Used SCCM to image desktop and laptop computers.
Migrated computers from Windows 7 to windows 10.
Used Microsoft Office 2007, 2013, and 2016
Created workorders in a helpdesk system, dispatch work orders to other support technicians and IT groups.
Assessed, and escalated serious or unusual problems to the appropriate IT group for resolution
Diagnosed and supported hardware failures, operating system, application issues, and network connectivity
Monitored workload, and prioritize work orders effectively
Developed, tested, and implemented solutions to problems detected during troubleshooting
Followed standard operating procedure, created and revised documentation as needed.
Updated inventory records for end user’s hardware and software
Monitored, diagnosed, repaired, and ran preventative maintenance on computers
Hardware and software ordering
Ordered computing peripherals
Worked with vendors
Worked with other team members on projects
Partnered with C-Level Executives from a support and technical guidance perspective.
1/2015 – 2/2015 Philips Healthcare
Field Automation Support Bothell, WA
Provided remote technical assistance over the phone for HP Laptops.
Imaged HP computers to deploy and/or replace for end users.
Research and troubleshooted end-user issues and provided documented solutions to those issues. Responded promptly to alerts and issues
Handled and resolved basic issues via phone support
Created, updated and resolved all issues within the current issue tracking, and hardware management system.
Identified and resolved technical issues and/or researched and recommended effective solutions.
Ensured timely resolution and/or escalated the non-resolvable issues to higher-level teams.
Installed, configured, and supported Windows 7, and enterprise business applications
9/2014 – 1/2015 Bristol Myers Squib Company
Desktop Support Bothell, WA
Managed a one man site
Imaged HP and Lenovo computers to deploy and/or replace for end users.
Installed, configured and supported Windows 7, and enterprise business applications
Research and troubleshooted end-user issues and provided documented solutions to those issues. Responded promptly to alerts and issues
Consulted with higher level technical support to determine a resolution, or transferred unresolved issues to Level 2.
Created, updated and resolved all issues within the current issue tracking, and hardware management system.
11/2013 – 3/2014 F5 Networks
Technical Support Coordinator I Seattle, WA
Answered inbound customer phone calls.
Provided assistance enabling Web Support Portal accounts and resolving CSP issues.
Created support cases with technically accurate problem descriptions and dispatch cases according to handling guidelines.
Updated existing support cases with a clear description of the customer’s issue.
9/2013 – 10/2013 Starbucks Corporation
Desktop Support Specialist Seattle, WA
Involved with Cloud Redirection. Migrated Starbucks partner from old unreliable cloud to faster and reliable cloud.
Provided accurate and timely logging of issues and resolutions in the ITSM ticketing system.
Used SharePoint.
8/2013 – 8/2013 Univar
Desktop Deployment Specialist Kirkland, WA
Deployed new dell laptops with Windows 7.
Assisted users with new machine, software and data migration.
Troubleshoot and repaired hardware and software issues in person.
Identified and repaired repair network connectivity (TCP-IP, check for DHCP and DNS connection).
Assisted with cabling and LAN architecture. Connect computers to new network switches and network wall drops.
Labeled and tagged computer and printer assets to get ready to move to another location. Assemble computer assets at new location.
Performed asset management of dell computers.
12/2009 – 1/2012 The Boeing Company/Dell
Desktop Support Specialist Kent, WA
Deployed new Dell desktops and laptops.
Assisted users with new machines, software, and data migration.
Performed troubleshooting on Mac OS for technical issues arising in system and network for small number of users.
Troubleshoot and repaired hardware and software issues remotely, by phone, and in person.
Identified and repaired network connectivity (TCP-IP, check for DHCP and DNS connection).
Assisted with cabling and LAN architecture. Connect computers to new network switches and network wall drops.
Provided accurate and timely logging of issues and resolutions in ticketing system.
Labeled and tagged computer and printer assets to get ready to move to another location. Assemble computer assets at new location.
Performed asset management of computers and printers.
Experience with laptop computers and changing print toner cartridges.
5/2009 - 6/2009 Lockheed Martin
Desktop Support Specialist Seattle, WA
Deployed new Dell desktops.
Assisted users with new machines, software, and data migration.
Resolved problems, and maintained small number of end user Mac Pc’s
Troubleshoot and repaired hardware and software issues in person.
Identified and repaired network connectivity (TCP-IP, check for DHCP and DNS connection).
Assisted with cabling and LAN architecture. Connect computers to new network switches and network wall drops.
Wiped old computers after a week.
1/2009 – 2/2009 Siemens USA
Desktop Support Specialist
Worked on a PC move/removal project at Washington Mutual in downtown Seattle
3/2009 – 4/2009 Anu Resources Tacoma, WA
PC Specialist Seattle, WA
Worked on PC tech project for WaMu to Chase conversion throughout the Puget Sound.
9/2007 – 9/2008 Madigan Army Medical Center and Ft Lewis DOIM- NCI, Inc., Ft Lewis, WA
Desktop Deployment Specialist
Security clearance
Deployed new Fujitsu/Dell Laptops and Desktops
Imaged Fujitsu/Dell Laptops and desktops with the latest images using Semantic Ghost. Used SCCM
Performed AD computer management: Join new computers to the domain
Assisted users with new machines, software, data migration, domain migration
Installed and maintained, map network and PC-attached printers
Assisted with cabling and LAN architecture. Connected computers to new network switches and network wall drops.
Installed Juniper VPN software.
Identified and repaired network connectivity (TCP-IP, check for DHCP and DNS connection).
Troubleshoot and repaired hardware and software by phone, email and in person.
Installed new/troubleshoot network cabling, connect computers to LAN, enable ports.
Used active directory to unlock computer accounts.
Experience with laptop computers and changing print toner cartridges.
Provided accurate and timely logging of issues and resolutions in the Heat ticketing system.
Performed asset management of computers and printers.
6/2005 – 8/2007 Dame-Lola Boutique, Tacoma, WA
IT Management Intern
Opened and closed the store.
Assisted in tracking and ordering inventory.
Mac OS Support to present day
Reconciled bank statement on QuickBooks.
Assisted with customer service.
Performed general office organization with computer, fax, copy and phone skills.
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