John O.

About John O.

John Osman\'s expertise, education, and industry experience span Software, SaaS, Cloud Services, Data Center Infrastructure, Virtualization, IoT, Digital Marketing, Digital Currency, and Cyber Security technologies in pre-IPO and publicly traded start-up companies.Connect with me today, and I hope we can help each other!

Experience

1. Information Technology Help Desk Analyst

   Milestone Retirement

   Jun 2025 — Present · Vancouver, WA, US

   Field incoming help requests from end users via telephone and e-mail in a responsive, courteous manner. Document all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Prioritize and schedule IT ticket requests. Escalate emerging requests (when required) to the appropriately experienced technician. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken until final resolution. Recognize, isolate, resolve, and document problems with information system products and services. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn the appropriate software and hardware used and supported by the organization.Perform hands-on or remote-in fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Walk end-users through verbal troubleshooting steps when remote desktop sharing is unavailable.Maintains the security of sensitive data and user account information. Keeps community and system documentation up-to-date, ensuring all changes are recorded promptly. Configures and assigns company-owned computers and portable devices, including laptops and cellphones; ensures end users have signed the Equipment Agreements upon equipment assignment. Stay informed about emerging technologies in computing systems and changes to Milestone’s systems, services, infrastructure, and processes.

Education

• Indiana University Bloomington

  Bachelor of Arts - BA, Computer Systems Networking and Telecommunications

  1987 — 1991

Skills

• Business Development Consultancy
• Channel Management
• Business Alliances
• Salesforce.com
• Alliances
• Security and Storage Technology
• Sales
• Business Process
• Selling
• Start-Ups
• Channel Strategy
• Software Sales
• Ecommerce
• Strategy
• E-Commerce
• Partnership Management
• National Account Management
• Saas
• Crm
• Outsourcing
• Small Business Development
• Sales Process
• Erp
• Business Development
• Account Management
• Negotiation
• Software Industry
• Channel Partners
• Data Center
• Partnerships
• Fintech
• Solution Selling
• Establishing Strategic Partnerships
• Kpi Analysis
• Consultative Selling
• Enterprise Software
• Cloud Computing
• IT Infrastructure and Deployment
• Channel
• Strategic Alliances