JON PEDERSON1874 WILDFLOWER CT, SHOREVIEW

MINNESOTA, 55126JCPEDERSON@YAHOO.COM

(651) 303-5622

OBJECTIVESeeking a support position that capitalizes on my talents for assisting customers and businesses with many different types of problems, on multiple platforms, in a friendly and efficient manner.

EXPERIENCE

Response Line Analyst June 2014 – December 2016Green Tree Servicing / Ditech Financial, via Robert Half, St. Paul, Minnesota

Served the worldwide Ditech Financial community with login and application support issues, averaging 40 users per day. Assisted and worked with 2nd level support groups with incident management, and updated the knowledge base. Communicated with management, techs, and customers, via phone, e-mail, instant messaging, and in person, about system outages, platform transitions, and providing solutions. Trained new techs, both 1:1 and in groups.

3rd Level Technical Support Analyst July 2010 – April 2014Cargill, via RCM Technologies / Worldwide TechServices, Hopkins, Minnesota

Assisted 40-60 users per week with a variety of hardware and software problems within the North American Cargill enterprise (20,000 users/computers), day shift and rotating 24x7 critical oncall support. Performed regular training for 2nd level analysts. Created and edited troubleshooting documentation. Also reviewed hundreds of surveys and incidents to help identify key areas for improving customer satisfaction metrics across the business units, converting Excel data into PowerPoint updates, meeting regularly with senior management to review data and suggest strategies.

Technical Support Analyst February 2002 – May 2010Ingenix, via Computer Staffing Associates, Eden Prairie, MinnesotaUnitedHealth Group, St. Louis Park, Minnesota

Provided telephone and hands-on support to Ingenix customers. Solved problems via remote control software and by talking people through fixes when necessary, with applications, desktops and laptops. Compiled data on call traffic in order to plan optimum coverage of phones for a 24x5 call center. Performed 1:1 training for new analysts, and regularly communicated with other support groups on problem trends, and effective ways to support.Assisted 150-200 UnitedHealth users per week with a variety of hardware and software problems. Used remote control software and knowledgebase tools to diagnose and resolve problems with over 3,000 applications, login and security issues, telephone outages, desktops, laptops, tablets, and PDAs. Supported all levels of personnel - senior management, directors, supervisors, developers, actuaries, sales staff, and call center technicians. Performed hands-on maintenance and repairs, and also shipped computers to the field. Followed and updated policies and procedures used by team, and served as liaison for unit whose support was merging with the main enterprise. Helped train new analysts with troubleshooting and documenting processes, and helped craft a culture-based training session for improving communication with coworkers and customers. Regularly received high marks for ticket documentation quality and high customer satisfaction ratings.

Skills

Windows 10Windows 7Windows Vista/XPActive DirectoryMS-DOS

BomgarDamewareRemote Desktop AssistancePCAnywhereCisco VPNWebExCitrixRSA

Lotus NotesOutlookOffice 95/98/2000/2003Office 2007/2010

Internet ExplorerMozilla FirefoxGoogle Chrome

Symantec AntiVirusMcAfee VirusScanAd-AwareNorton 360

HeatVantiveHP Service DeskServiceWareServiceNow

IBM TivoliSymantec GhostAltiris

MILITARY SERVICE

United States Marine CorpsCamp Pendleton, California & deployments (Persian Gulf)Programmer / Computer Support / LogisticsHeld Secret Security ClearancePromoted to Sergeant

EDUCATION

Computer Science, General StudiesSt. Cloud State University, St. Cloud, MinnesotaCentral Texas College, Camp Pendleton branch, Camp Pendleton, CaliforniaAugsburg College, Minneapolis, Minnesota

Desktop, Laptop & Tablet Service & SupportServer MaintenancePrinter Service & SupportPDA Support