1. Jana Jaroszewski 1
Jana C. Jaroszewski
1216B Crooked Stick Xing
Chesapeake, VA
Contact Phone: 717-799-3916
Email: j.c.jski@gmail.com
US Citizen
Social Security Number: xxx-xx-6073
Veteran’s Preference:N/A
Highest Previous Grade: N/A
PROFFESSIONAL PROFILE
Dedicated and effective COMPUTER AND CUSTOMER SUPPORT SPECIALIST with skill in
supporting large and small end user environments, troubleshooting a broad range of technical and non-
technical issues to maintain the highest level of service to all users. Responds quickly to all needs of all
users working with unique systems throughout career. Am constantly engaging in new industry standards
to serve all organizations with the highest quality of knowledge and skill in an ever-changing business.
PROFFESSIONAL EXPERIENCE
02/2014 to Present, SYSTEMS LEAD TECHNICIAN, Xerox BusinessServices, Chesapeake VA, 40
hours per week,$48,500 per year,Shawn Hennessy, 212-330-1057,Contact: Yes
RESOLVE AND TROUBLESHOOT INCIDENT ANDCHANGE MANAGEMENT TICKETS in a
Windows 7 and active directory environment. Works closely with end-users to quickly and efficiently
work through any issues to keep up business service level agreements with externalclients. Escalates any
necessary incidents to the proper teams when a viable solution was not possible through local channels.
Determine plan of action for larger incident and change undertakings to rapidly achieve the desired end
result. Pays close attention to detail when reviewing tickets for underlying problems with appropriate
solution.
SERVES AND MONITOR LARGE ENTERPRISE OF END-USERS at all times of the year,with a peak
season of adding additional users during the Annual Enrollment period during the late fall and winter for
external clients. During non-Annual Enrollment periods supported end-user base is on an average amount
of 900 users,both in office and remote. During Annual Enrollment period supported end-user base is an
average amount of 1200 users,both in office and remote. Aids in training new incoming users and
existing users on business technology standards,as well as working closely with learning and
development when business technology standards change to be implemented in future training courses.
Has the ability to unlock user accounts when necessary.
MONITORS IN HOUSE SERVERS TO MAINTAIN CONSTANT ACCESS AND BACK-UP
NECCESSITIES. Logs and changes daily and weekly back-up tapes for Windows Server 2003 based
servers. Maintains a database for all back-up tape changes and submits necessary documentation to Iron
Mountain for secure storage and transportation of back-up media. Escalates major server issues to the
2. Jana Jaroszewski 2
appropriate parties for maintenance when necessary. Aids remote server team in troubleshooting physical
problems with servers,and replaces failed equipment as needed.
SUPPORTS A BROAD SPECTRUM OF BUSINESS TECHNOLOGIES through the maintenance and
repair of phone and hardware systems. Repairs broken equipment as necessary to save business costs on
purchasing new equipment. Common repaired hardware includes: LED monitor screens in both desktop
monitors and laptops, laptop keyboard replacement, failed hard drive replacement in server,laptop, and
desktop workstations. Accommodates a VOIP and PBXbased phone system by setting up voicemail and
numbers for PBXsystem inside phone switch, and teaching new users on using VOIP based phones in
conjunction with call taking software on local computers. In addition to supporting a desktop and laptop
environment for the business, WYSE thin clients are also used and supported in concurrence with remote
Citrix servers.
ACCOMPLISHMENTS
+ Have continually met and exceeded management’s expectations for completing large projects on or
before deadline, within necessary specifications and budget constraints.
12/2013 to 02/2014, DESKTOP SUPPORT TECHNICIAN,Norfolk Public Schools, Norfolk, VA, 25
hours per week, $12.50 per hour, Wyatt Binkley, 757-472-1896,Contact: Yes
RESOLVE AND TROUBLESHOOT INCIDENT ANDCHANGE MANAGEMENT TICKETS in a
Novell Zen Works environment. Worked with public school administration to quickly resolve any issues
that could result in loss of data or security. Escalated any necessary problems to the appropriate teams to
maintain quick response time to known issues. Identified any extra issues that existed on problem
systems. Quickly responded to all helpdesk requests for service in urgent situations.
PREPARE NETWORKAND USERS FOR ACTIVE DIRECTORY ENVIRONMENT by upgrading XP
operating systems to Windows 7 and educating users of future changes to user interface. Communicated
with end-users on how to use new operating system and software changes.
SUPPORTED MULTIPLE FORMS OF BUSINESS TECHNOLOGIES including IPads,HP Desktops,
HP Laptops, Dell Desktops, Dell Laptops, Canon Printers/Copiers/Fax, SMART boards, and VOIP
Phones. Was responsible for escalating necessary warranty hardware repairs and replacements to
appropriate parties. Assisted in setting up new network and personal based printers where needed.
10/2013 to 12/2013, UNEMPLOYED
After a 6 month contract with Apex Systems Inc. was completed, contract was not renewed,due to
Marine Corps taking over management of their side of the NMCI network, and having been hired to work
primarily on the Marine Corps portion of the NMCI network. Spent daily activities on finding and
applying for appropriate career positions. Researched possible educational and certification options.
04/2013 to 02/2013, SOFTWARE SPECIALIST, Apex Systems Inc., Norfolk, VA, 40 hours per week,
$17.00 per hour, Ralph Geabhart, 757-217-1774,Contact: Yes
3. Jana Jaroszewski 3
PROVIDE TECHNICAL SUPPORTTO CUSTOMERS by assisting users escalated by NMCI helpdesk
to our team. End-users with problems requiring higher administrative privileges in Windows 7 Active
directory were routed to team from the NMCI helpdesk for problems commonly associated with software
installation and upgrades. Provided phone support to all users as necessary including using on
international bases,paying close attention to detail if callbacks were required to being performed in
alternate time zones.
MITIGATED SECURITY VULNERABILTIES ON NMCI MACHINES on both Navy and Marine
Corps portions of the NMCI network. Preformed daily and weekly checks on possible offline machines,
outdated virus definitions, failed Windows patch installations, and Software updates. Daily submitted
reports of offline machines and fully compliant systems with no security vulnerabilities to supervisor
from assigned list of vulnerable machines off of IAVA and CVE scans. Provided weekly summaries to
upper management of activities including training, compliant, and offline systems Troubleshot patch and
software installation failures on assigned machines and resolved issues with installation where necessary.
Updated and maintained virus definitions on assigned machines to be in compliance with information
assurance security standards.
SUBMITTED TICKETS TO NMCI FIELD SERVICES TEAMS when systems were unable to made
compliant through remote measures. Used Marine Corps remedy and HP Service Manager/SM7 to report
machines requiring physical remediation.
ACCOMPLISHMENTS
+Team was recognized for keeping NCMI Information Assurance Standards at a 97% compliance status
consistently.
OTHER WORK EXPERIENCE
08/2010 to 04/2013, ASSISTANT STORE MANAGER, GameStop, Lancaster, PA and Chesapeake VA,
40 hours per week, $10.30 per hour, Gary Hartwell, 717-495-9046, Contact: Yes
+Advise customers on product selections and product use in-store and via telephone
+Handle customer purchases and returns
+Train new employees on sales tactics and company operations
EDUCATION
B.S., Information Technology (July 2017) – Western Governor’s University
CERTIFICATIONS
CompTIA Security+, completed June 2013
CompTIA A+, 220-801 Completed January 2015, 220-802 Completed February 2015
CIW Web Foundations Associate, completed January 2015
CompTIA Network + Completed April 2015
