JEFFREY VANDENORTH

6330 PHEASANT LANE #15, MIDDLETON, WISCONSIN 53562

608.301.5452 HISCMADISON@GMAIL.COM WWW.CHEESEHEADTEC.COM

IT SYSTEM SUPPORT | HELP DESK SUPPORT

PROFILE

Technically inclined and dynamic professional, with background in customer service/support, system support, and
system administration. Leverage familiarity in system resource usage, security, operational standards, system
performance monitoring and maintenance. Thrive in environments that constantly embrace new technology.
Possess keen attention to detail and unswerving commitment to the highest standards of professional and personal
service. Demonstrate strong ability to understand and communicate complex technical concepts.
TECHNICAL ACUMEN

Operation Systems

Server 2008, 2008 RT, 2012, Linux Debian, Redhat Windows XP, Vista, 7 and 8

Software

Microsoft Office, Visio, Visual Studio, Office 365

Languages

PowerShell and Python

Virtualization

VSphere/VMware, Hyper V

Cloud computing

Azure, NetApp

Others

PowerShell (2), Azure, Server 2012 and HyperV.

EDUCATION
ASSOCIATES DEGREE IN SYSTEM ADMINISTRATION, Expected Graduation Date: May 2015
MADISON COLLEGE, MADISON, WI
Student Representative, Planning and Development Council
RELEVANT SKILLS

IT SUPPORT

Assume full accountability in accomplishing service transactions in line with the define procedures using pcbased software
Led the implementation of a retention program in order to minimize turnover rate.
Identified and resolved computer problems over the phone for Sony customers.
Contacted customers to determine any software or hardware problem with their computer.
Exemplified exceptional analytical and communication skills to provide resolution to networking problems
Executed and utilized call center application software, as well as IT infrastructure; generated database to
monitor training, sick calls, schedules for the staff, and to check yearly performance evaluation
Facilitated training for staff regarding computer and email use to enable easy communication with clientele
Dealt with installing , configuring, and troubleshooting personal computer systems, Microsoft Windows client
operations systems, and Microsoft Windows Server Operations Systems, as well as basic TCP/IP networking
services on Microsoft Windows and network operating system
Generated an Active Directory environment on Microsoft Window Server

JEFFREY VANDENORTH
6330 PHEASANT LANE #15, MIDDLETON, WISCONSIN 53562
608.301.5452 HISCMADISON@GMAIL.COM WWW.CHEESEHEADTEC.COM
CUSTOMER SERVICE/SUPPORT

Addressed all client inquiries regarding accounts, products, and procedures

Rendered assistance to customer in transferring funds, placing stop payments on checks, executing balance
inquiries, setting up new accounts, closing accounts, modifying account information, and processing credit card
applications
Handled all inbound phone calls and checked e-mails.
Transferred customer issues to appropriate higher-level customer support staff member if needed.

GROWTH AND DEVELOPMENT IMPACTS

Earned selection as an IT person for the office within a few months of tenure for demonstrating excellent work
performance
Brought significant increase in No Show/No Call incidents by 40% through effective communication with
customers
Streamlined strategic effort in driving more than 94% in first call resolution during the entire tenure; received
fast-track promotion to team leader in two weeks
Initiated and implemented QuickBooks to the Marina; thus improving accounting practices

PROFESSIONAL EXPERIENCE

FSI, MADISON, MI
CUSTOMER SERVICE REPRESENTATIVE

2010

HOME INSTEAD SENIOR CARE, MADISON, MI

RECRUITMENT AND RETENTION M ANAGER

2008

ALORICA (SONY), FORT MYERS, FL

CUSTOMER RELATIONS M ANAGER

20072008

PEPPERTREE POINTE MARINA, FORT MYERS, FL

OFFICE M ANAGER

20052007

CENTRAL W ISCONSIN CENTER, MADISON, WI

RESIDENT CARE SUPERVISOR

19942005

CENTRAL W ISCONSIN CENTER, MADISON, WI

HUMAN RESOURCE SPECIALIST

19942005