Jack Whisler
Woodstock
Summary
Accomplished IT professional at Freddie Mac with expertise in network system administration and customer training. Demonstrated ability to drive over $1 million in annual savings through effective process optimization and automation initiatives. Recognized for delivering exceptional service and managing multiple tasks efficiently in high-pressure environments. Aiming to leverage technical skills and leadership capabilities to further enhance operational efficiency.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Regional Tech Specialist Professional
Freddie Mac
Atlanta
06.2002 - Current
- Responsible for 60 in-office and 125 remote customers
- Created and managed automation process for computer compliance and termination asset recovery saving Freddie Mac over a million dollars in asset recovery costs yearly
- Manually install software for end users in production and non-production environments
- Support Dell laptops running Windows 10 and Windows 11
- Migrated end users from Windows 7 to Windows10
- Project managed with VDI team implementing VDI Windows 10 in production and non-production ensuring end users had their needed software applications installed
- Work closely between the end user and support groups when monitoring and managing ServiceNow Tasks and Incidents tickets
- Maintain an accurate regional office inventory of laptops, monitors, mouses, headsets, keyboards, external cameras, and docking stations
- Manage front-end support for the BYOD devices via WorkspaceOne installations
- Support and troubleshoot Microsoft Outlook
- Support Global Protect vpn client and work with RSA authentication server interface
- Awarded 'Employee of The Year' and 'Premier Achievement Award' for above and beyond customer service
- Received 'Exceeded Expectations' on multiple yearly Employee Performance Reports
- Administer and monitor the servers in the Atlanta Freddie Mac office computer room
- Support Lexmark printers and train end users on cloud printing
- Create, edit, and manage the regional offices IT procedures in Microsoft Team’s channel
- Submit intake requests to Freddie Mac developers and UAT test for production automation process
- Developed a batch file for backing up customer’s Lotus Notes and My Document files to a central shared server for disaster recovery purposes
- Help co-workers in other regions and Service Desk troubleshoot problems and issues ensuring follow-up
- Follow strict Change Control policy when performing technical upgrades and maintenance
- Monitor the ServiceNow queue for the Atlanta, Chicago, Los Angeles, Dallas, and New York offices
- Service matter expert on the corporate Freddie Mac hardware computer compliance contacting end users and managers and ensuring computers are accounted for and logging into the network getting critical updates and security patches
- Assist the Freddie Mac ServiceDesk taking phone calls and chats and following up on tickets
LAN Administrator
Protrader Securities
Atlanta
02.2000 - 06.2002
- Responsible for all aspects of networking in the Atlanta branch office with 50 clients/traders
- Installed, managed, and maintained an Internet proxy server for branch office local internet and intranet
Service Desk Technical Analyst II
The Windsor Group
Atlanta
10.1998 - 01.2000
- Supported both DOS and Windows insurance rating software on stand-alone, peer-to-peer, Novell, and Windows NT platforms
- Solved problems with internal and external modem communication issues
Education
BACHELOR OF SCIENCE - Marketing/Business
FLORIDA STATE UNIVERSITY
Tallahassee, FLASSOCIATED ARTS DEGREE - Business
Pensacola State College
Pensacola, FLSkills
- Network System Administration
- Telecommunication Administration
- Technical Support Desk
- Technical Desktop Support
- Customer Training
- Technical Support Documentation
- Process Optimization
- Simultaneous Task Management
- Computer Hardware Expertise
- Technical Software Knowledge
- Network Configuration Management
- End User Support
- Service Excellence
Certification
- A+ Comptia
- Network+ Comptia
- Security+ Comptia
Affiliations
- saltwater fishing
- basketball
- mountain and road biking
References
References available upon request.
Timeline
Regional Tech Specialist Professional
Freddie Mac
06.2002 - Current
LAN Administrator
Protrader Securities
02.2000 - 06.2002
Service Desk Technical Analyst II
The Windsor Group
10.1998 - 01.2000
BACHELOR OF SCIENCE - Marketing/Business
FLORIDA STATE UNIVERSITY
ASSOCIATED ARTS DEGREE - Business
Pensacola State College
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