Jason Kendall is an Information Technology professional with over 12 years of experience seeking a mentorship role to help succeed in systems support and management. He has extensive experience working with Microsoft operating systems, Linux, 3D applications and as a network administrator. Most recently, he has worked as an Epic Service Analyst at Froedtert Health since 2013 where he has provided phone support, troubleshot technical and workflow issues, and utilized various remote assistance tools. He aims to leverage his skills in troubleshooting, escalation and technical documentation.

1. JasonKendall Contact
Tel: 414-336-1419
Email: kendalja78@gmail.com
Address
N64 W24395 Ivy Ave #12, Sussex, WI 53089
Profile
Objective I am a highly motivated Information Technology professional with over 12 years
of experience, looking to leverage my skills in mentorship, troubleshooting and
to help succeed in systems support and management.
Availability Immediately
Computer Skills
 Over 12 years of experience working with computers in many different aspects and adapt quickly
to the new waves of technology
 Extensive knowledge of technology terms and developments
 Remedy experience / Creating tickets for service desk
 Participated in on-site training sessions
 Participated in Go-Live For Epic Phase 2
 Attended IT Forums, and networking events
 Microsoft Operating Systems: Windows NT/2000/XP/Vista/Windows 7
 3D Applications, Linux, OSX
 Technical & Graphic Design
 Network Administrator & Helpdesk Technician
Work Experience
Froedtert Health / Epic Service Analyst November 2013 - Current
 Epic Ambulatory Certified (February 2015)
 The Systems Analyst, with supervision, uses defined methodology in a team environment to
perform system life cycle tasks. These tasks include planning, system analysis, design,
application building, testing, maintenance and support and completing special project work.
Other duties as assigned
 Provided Phone Support for all Epic users during Epic 2014 upgrade go lives
 Experienced troubleshooting technical and workflow issues for EPIC users working in the
Ambulatory, Cadence, ADT/Prelude, Stork, Radiant, Beacon, Optime, Willow and Inpatient
modules
 Utilized shadowing tools Citrix and SCCM and TeamViewer to provide remote assistance to
users
 Mainly Utilized "Remedy" to create, track, escalate and close tickets
 Configured Epic workstation LWS records via unix based application SmartTerm
 Maintained the EPIC ERROR POOLfor results and manually routed to providers.

2. Froedtert Health / Senior Client Services Analyst October 2012 – November 2013
 Responsible for training new/existing members of IT in Remedy for utilization and workflow
 Troubleshooting, triage and follow up on calls to proper departments as needed
 Assist with any assignments appointed from team lead and/or manager, for example; interacting
with other teams to streamline and improve triaging of trouble calls.
 Revised/Revamped the new hire and senior training plans for analysts
 Train new/senior analysts in troubleshooting/escalation within the Froedtert environment
 Create technical documentation for troubleshooting multiple system related issues
 Acted as the Security liaison for interfacing between the Service Desk and Security
 Interfaced with other teams to improve ticket routing procedures for quicker resolution times
 First point of escalation for trouble calls
 Basic report writing within Crystal XI
Froedtert Health / Client Services Analyst October 2011 - Current
 Assisting end users with any hardware or software problems related for Froedtert Health’s
Information Systems
 Work the weekend shift by myself making sure all high priority tickets entered are assigned to the
appropriate teams and get solved quickly
 Ability to clearly communicate with clients and troubleshoot complex problems over the phone.
 Ability to work as a team through the process of escalation or as an individual
 Work closely with other departments to maintain exceeded levels of customer satisfaction.
 Followed up on tickets for full completion
Dedicated Computing / Rack Integration Specialist March 2008 - 2011
 Building / Constructing HLA (High Level Assembly) Rack mount enclosures
 Advanced cable routing / configuration and management of all peripherals
 Testing / Configuring software and hardware so the entire enclosure is truly integrated
 Advanced networking configuration and flashing of peripherals (ie: KVMs, Switches, nodes)
 Extensive on site experience in upgrading, maintaining and reworking enclosures
Dedicated Computing / Cell Technician March 2006 – March 2008
 Build, maintain, configure and troubleshoot complex systems
 Ability to read and understand complex work instructions
 Able to work in a cellular and lean manufacturing environment
 Functioned as the cell facilitator when needed and maintained cell production
 Trained new employees and assisted co-workers when questions or problems arose
 Selected to make on-site visits to clientele for system repair / troubleshooting
Best Buy / Technician / Assistant Supervisor October 2001 – March 2006
 Helpdesk – repair, upgrade Pc’s / Mac’s (Hardware & Software), diagnose and troubleshoot
problematic computers and small electronics via extensive customer interaction
 Developed and installed operating systems
 Provided assistance at the in-house helpdesk providing technical support by phone and in person
to the facilities of staff
 Responsible for loading new software and systems on existing equipment
 Tested systems to ensure the elimination of viruses

3. Education
 Milwaukee Institute of Art and Design (M.I.A.D) 1999-2002
o Emphasis in Graphic Design and Communication Design
*References available upon request