Jonise Ogaus

About Jonise Ogaus

Systems and operations professional with experience supporting enterprise platforms, maintaining data accuracy, and collaborating cross-functionally with IT, engineering, and operations teams. Currently working in a systems support role focused on troubleshooting, documentation, and workflow improvement. Actively studying Python (4 months) with a focus on scripting fundamentals, automation concepts, and understanding system integrations. Building foundational knowledge of APIs, reporting, and data flows to grow into a People Technology or systems integration role.

Experience

1. Service Desk Analyst

   Black Box

   Jan 2024 — Present

   Receive, prioritize, document and actively resolve end user help requests and incidentsProvide support for issues related outages, attend bridges, create timelines and identify recurring issuesEffectively managing customer expectations, time and backlog and contributing to the Knowledge Base Interact with network services, software systems engineering, and/or applications development to restore service and/or identify a problem.Troubleshoot and assist clients using an incident reporting system via telephone, email and online chat.Understand the setup and structure of the Microsoft 365 infrastructure to ensure efficient troubleshooting and management.Provide clear and concise communication to end-users and stakeholders regarding ticket status and resolutions.

Education

• Harford Community College

  Associate's degree, Business Administration and Management, General

• County College of Morris

  Respiratory Therapy