Jon Finstad

Network Operations Center Technician

Connection

Jan 2024 - Current (2 years 8 months)

Network Operations Center Engineer

Connection

Jan 2024 - Current (2 years 8 months)

Senior Helix Operations Engineer - AI Research & Development

Connection

Dec 2023 - Current (2 years 9 months)

Research and development of new, exciting concepts and realizations of artificial intelligence and large language models.

Senior Helix Operations Engineer - AI Research & Development

Connection

Dec 2023 - Feb 2025 (1 year 3 months)

Research and development of new, exciting concepts and realizations of artificial intelligence and large language models.

Senior Help Desk Technician

Connection

Jul 2022 - Jan 2024 (1 year 7 months)

Assist clients with L1-L3 issues across a multitude of operating systems, architecture types, deployments, technologies, etc. Cloud dialing services like Five9, CRMs, etc.

Level 1 Help Desk Technician

Connection

Apr 2022 - Jul 2022 (4 months)

Level 1 tech support for a wide array of clients spanning a varying landscape of computers, networks, and people.

S

End User Support Specialist

SAPPI FINE PAPER LIMITED

Nov 2021 - Feb 2022 (4 months)

Coordinating a company-wide project to replace and update Work from Home and In Office employee technology solutions. In depth with SCCM, EUC operations (finance, coordination, logistics), remote support and software support. Worked with Power Bl, Office 365, AD administration, PowerShell, etc.

End User Support Specialist

WEX

Nov 2020 - Oct 2021 (1 year)

Coordinated a company-wide project to replace and update Work from Home and In Office employee technology solutions. Laptops, desktops. PC and Mac. Remote support for installations of specialized software and debugging. Oracle, Toad, Avaya, Five9, Power Bl, SCCM, etc. Coordination of assets with Cherwell/ServiceNow and CMDB

End User Support Specialist

WEX

Nov 2020 - Oct 2021 (1 year)

Coordinated a company-wide project to replace and update Work from Home and In Office employee technology solutions. Laptops, desktops. PC and Mac. Remote support for installations of specialized software and debugging. Oracle, Toad, Avaya, Five9, Power Bl, SCCM, etc. Coordination of assets with Cherwell/ServiceNow and CMDB

Level 3 Client VIrtualization Technician

Johnson & Johnson

Nov 2017 - Feb 2018 (4 months)

Respond to escalated tickets from various teams across the global J&J IT network and Global Service Desk. Responded to multiple issues with remote users all over the world using AWS Workspaces. Tasks included: Mass termination/provisioning of EC2 instance hosted virtual Windows 7/10 workspaces, creating virtual “backups” from EC2 storage buckets, remote assistance with workspaces, resource allocation and management of physical assets globally through inventory system along with a whole bunch of other tasks.

IT Administrator

Marketopia

May 2016 - Jun 2017 (1 year 2 months)

Administrate Salesforce, Five9 SaaS dialer, Watchguard (VPN, etc), AD/OD, OS X Server, Samba, and physical networking requirements. Created a solid platform of IT policies and practices to promote efficient day-to-day operations. Oversee a multi-platform network comprised of 60+ OS X and Windows end-users as well as other hardware and storage. I came into this job with Five9 experience, utilized that and my contacts within the company to get us a better per-agent seat cost. Learned integration with SFDC, etc.

I

Customer Service Representative

In Touch 24/7

Dec 2015 - Apr 2016 (5 months)

Took inbound calls from end-users and assist in billing queries as well as front-line device troubleshooting in a high-volume call center environment. De-escalate irate customers and turn a negative into a positive situation.

Tier 1-2 Helpdesk Technician / Python Developer

AGR Group

Nov 2014 - Nov 2015 (1 year 1 month)

Assisted them in using Five9 for a project that eventually made them a pretty penny, integrating it into their own design for lead management, etc. Administrated Touchstar dialer system with Asterisk 11 and MSSQL/postgresql databases. Performed remote maintenance on systems and database through automated processes written in python and bash when necessary to maintained large groups of servers of varying operating systems through batch methodologies. Wrote documentation for processes involving these methodologies as well while in the development process. Also wrote automation programs in Python to interface Asterisk 11 through the pyst libraries.

R

Remote Linux Technician

R-Stream POS & Data Management Solutions

Aug 2011 - May 2014 (2 years 10 months)

Took calls for issues with customer POS machines. A lot of the issues were database related and were of very high urgency as they were usually happening during their lunch rush. This would involve very rapid critical thinking and problem solving. Did weekly maintenance through a system using rsync. There was a lot of SQL, perl and python development involved in this role. A lot of such development done ad lib, and as required per incident.

Freelance Information Technology Consultant

Self-employed

Jun 2011 - Mar 2022 (10 years 10 months)

I assisted a small MSP client with installation and integration with Five9 and Zoho. Got them up and running and provide limited support. Maintaining rapports with frequently used vendors like Five9, 8x8, Datto, etc. A couple of these projects were taking a concept for a virtual call center and making it happen with AWS, Lambda, SNS, SMS, etc. Having to learn SQL, Php, etc in the process, and getting it done in two weeks. Other projects were simple things like fixing people's computers, setting up home networks, home security systems, etc. Worked on freelance projects.

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