Jason Rochau
Information Technology Service Desk @Ricoh USA, Inc.
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WORK HISTORY
Information Technology Service Desk @Ricoh USA, Inc.
US
Act as the first point of contact for Tier 1 and 2 technical support, handling a high volume of incidents related to hardware, software, network, and applications.• Manage and troubleshoot Active Directory (Entra AD) accounts, group policies, and security settings.• Deploy, configure, and support mobile devices using Knox Manage and EntraID.• Set up and maintain VPN and RDP configurations for secure remote access.• Use Kaseya and ScreenConnect for remote monitoring and issue resolution.• Deploy software updates, patches, and ensure system performance.• Diagnose and resolve LAN/WAN and mobile device issues.• Track incidents using a ticketing system, ensuring timely resolution and proper documentation.• Escalate complex issues to Tier 3 support when necessary.• Provide excellent customer service by guiding users through troubleshooting steps.• Perform regular system maintenance and adhere to security protocols.
EDUCATION
Colorado Technical University
Bachelor of Science, Information Technology - Software Systems Engineering
Colorado State University Global
Master of Science - MS, Artificial Intelligence and Machine Learning
Front Range Community College
Associate of Arts - AA, Information Technology
ABOUT JASON ROCHAU
Aspiring Full Stack Developer & AI/ML Specialist | Applying an IT background and academic knowledge to build user-centric solutions | Python | Kotlin | TensorFlow
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