John Rekow – Resume

John Rekow Jr
Fayetteville, Arkansas 72703 | 541-210-5942 | [email protected] |


  • Three years of experience as an IT Project Manager.
  • Two-and-a-half years as a Senior Enterprise IT Support Technician.
  • Over ten years of IT technical support experience.

Engineered web applications to minimize the time taken to find solutions, resulting in a unified central app for gathering and sharing solutions and resources across global project management offices, call centers and technical support teams.

When providing IT technical support by phone, chat and email, knowing how to easily make remote connections into client devices helped to reduce the time taken to describe or explain the issue, and by clients having shorter downtime, this resulted in clients having a respectful, thorough, remote troubleshooting session with a positive issue resolution experience.

Professional Experience
Stu’s Clean Cookin’ Fayetteville
Sales Associate | Fayetteville, Arkansas | December 2022 – Present

  • Orchestrated the opening, closing, and day-to-day operations of a thriving retail store, demonstrating adept management skills and a commitment to operational excellence.
  • Spearheaded dynamic customer service initiatives, mastering sales strategies, and ensuring seamless order processing, meticulous cash handling, and precise inventory oversight, fostering a culture of excellence in service delivery across both offline and online channels.
  • Entrusted with keyholder responsibilities, managed cashier duties, secured premises during opening and closing, meticulously balanced and reconciled cash drawers, proficiently maintained inventory through rotation and restocking.
  • Executed seamless processing, assembly, picking, and packing of online orders, adeptly handled currency transactions, promptly addressed inquiries via phone and in-person, demonstrated proficiency in POS configuration and troubleshooting.
  • Delivered exemplary customer service, adeptly guiding sales suggestions to enhance customer experience, consistently earned stellar reviews from mystery shoppers.
  • Instrumental in driving a remarkable 14% increase in store sales within a single month, showcasing proactive salesmanship and strategic contribution to business growth.

SDI of Fayetteville #3, LLC
Crew | Fayetteville, Arkansas | October 2021 – December 2022

  • Orchestrated the entire food preparation and delivery process for outdoor, drive-in restaurant patrons, ensuring timely and high-quality service.
  • Expertly handled food preparation, order processing, cooking, frying, sandwich making, kitchen sanitation, and dishwashing, maintaining impeccable standards of cleanliness and hygiene.
  • Facilitated seamless restaurant operations through diligent restocking, inventory rotation, on-site order delivery to customers, proficient cash handling, and accurate change dispensing without reliance on calculators., Inc. d.b.a. Harry & David Holdings
Senior Enterprise IT Help Desk Analyst | Medford, Oregon | January 2019 – July 2021

  • Led comprehensive IT support operations encompassing Point of Sale (POS), ecommerce front-end and back-end monitoring for 14 ecommerce platforms and 30 retail outlets, ensuring seamless functionality and user satisfaction.
  • Provided unwavering IT technical support to a workforce of 4,800 employees year-round, with capacity extended to accommodate over 8,000 seasonal employees during peak periods, demonstrating agility and responsiveness to evolving operational demands.
  • Proficiently managed Identity and Access Management (IAM), adeptly resolving a spectrum of technical issues spanning password, login, networking, and connection domains, ensuring uninterrupted workflow continuity.
  • Orchestrated Microsoft 365 administration, proficiently troubleshooting and optimizing performance for Office, Teams, and associated applications across Windows, Mac, and mobile platforms, fostering operational efficiency.
  • Supported a diverse suite of 54 applications daily, encompassing Salesforce, Active Directory, Atlassian Jira, Oracle, Okta, Duo, Java, and Citrix, exhibiting versatility and adeptness in navigating multifaceted IT environments.
  • Demonstrated expertise in resolving account-related issues, including password management, account creation, and seasonal account deprovisioning, streamlining user access and maintaining data security integrity.
  • Successfully addressed challenges related to Two-factor authentication (2FA) and Multi-factor authentication (MFA), ensuring robust security protocols while facilitating user accessibility.
  • Contributed to the technical documentation process by meticulously crafting issue reports, root cause analyses, and resolutions within a searchable ticket system, facilitating knowledge sharing and organizational learning.
  • Proactively communicated alerts and notifications regarding planned and unplanned service disruptions, mitigating potential impact on end-users and ensuring transparency in service delivery.
  • Conducted vigilant monitoring of Network Operations Center (NOC) networks, mainframe systems, ecommerce platforms, and web server performance, swiftly identifying and escalating issues to on-call personnel for timely resolution.
  • Ensured the stability and functionality of IT infrastructure by diligently monitoring and reporting on system performance, demonstrating a proactive approach to maintaining operational excellence.
  • Provided comprehensive support for Microsoft 365 applications, including Office, Outlook, SharePoint, Exchange, Teams, Access, Azure, and Visio, facilitating seamless user experiences and maximizing productivity.
  • Contributed to knowledge management initiatives by creating, reviewing, and updating Knowledge-base articles, enabling efficient dissemination of technical solutions and empowering the technical support team.

Hobby Lobby
Customer Support Associate | Medford, Oregon | October 2020 – January 2021

  • Temporarily served as a seasonal Cashier and Customer Support Associate during the Holiday season of 2020, ensuring exceptional service delivery and operational efficiency.
  • Provided unparalleled customer service, adeptly handling cash transactions, bank card sales, and product returns while strictly adhering to return policy guidelines.
  • Contributed to optimizing store layout and presentation by assisting with product placement, pricing, merchandising, and inventory management, ensuring a visually appealing and organized retail environment.
  • Played a pivotal role in assisting customers with locating merchandise, facilitating fast and accurate sales transactions, and processing product returns efficiently and in accordance with company policies.
  • Acted as the primary point of contact for receiving and processing customer returns, meticulously verifying compliance with return policy standards and maintaining customer satisfaction.

Intel Corporation
IT Project Manager | Folsom, California | July 2015 – July 2018

  • Spearheaded the support and management of global WAN network connections servicing up to 121,000 employees across 46 countries, ensuring seamless connectivity and optimized performance.
  • Functioned as an Information Technology Infrastructure Library (ITIL) Event Manager, providing expert analysis and interpretation of WAN network-related events to facilitate swift resolution and mitigate disruptions.
  • Held full, remote administrative login access, as well as data center and physical touch access to Intel’s most sensitive data and networking equipment, including military-grade networking gear and worldwide Cisco routers.
  • Effectively managed and aligned stakeholder expectations throughout project lifecycles, ensuring steady progress towards completion and on-time delivery.
  • Proactively monitored data flow events as an ITIL Event Manager, preemptively identifying and addressing potential network capacity and bandwidth optimization needs.
  • Led and coordinated technical and non-technical teams to execute projects successfully, fostering collaboration and synergy across diverse team members.
  • Conducted in-depth research on statistical metrics to define project scopes and requirements, ensuring alignment with organizational goals and objectives.
  • Actively sought feedback and learning opportunities to enhance team processes and efficiency, driving continuous improvement initiatives.
  • Designed and engineered a global intranet web application serving as a centralized knowledge-base resource for training, documentation, and standardization of PMO processes and resources.
  • Provided insightful analysis and interpretation of WAN network-related events, minimizing monitoring redundancy and enhancing network performance.
  • Realized substantial cost savings by disconnecting unused ISP connections identified through meticulous billing database research, demonstrating fiscal responsibility and resource optimization.
  • Proficiently utilized a range of software tools and platforms, including Microsoft Teams, Office, Outlook, PowerPoint, Cisco IOS, BASH, PuTTY, SharePoint, and Microsoft Visio, to support project execution and collaboration.
  • Acknowledged with multiple bonuses in recognition of successful project completions and proactive efforts to deliver ahead of schedule, underscoring commitment to excellence and exceptional performance.

Black Flag Cryptomining
IT Technician | White Pine, Tennessee | January 2024 – January 2024

  • Spearheaded an IT project to transfer data from a cryptomining device, seamlessly saving it onto a Windows PC as a file, ensuring efficient data management and security protocols.
  • Executed the extraction of data from an Espressif Systems ESP32-S3 Internet of Things (IoT) device with integrated Wi-Fi and Bluetooth capabilities, demonstrating adeptness in data handling and IoT technology.
  • Utilized Bourne-Again SHell (BASH) Unix shell terminal window alongside Python commands to proficiently copy and save the contents of the IoT device’s flash memory onto a Windows 11 PC, ensuring data integrity and accessibility.
  • Provided comprehensive user training on firmware utilization, microcontroller security features, flash encryption, boot modes, configuration bits, and eFuse one-bit, one-time programmable memory elements, empowering users with in-depth knowledge and skills for effective device management.

Education and Training
Southern Oregon University | Ashland, Oregon

  • Bachelor of Science degree in Computer Science and Computer Information Systems

Exterro | Portland, Oregon

  • Certified as an AccessData Computer Examiner (ACE), known today as Exterro ACE for Enterprise
  • Certified to use Computer Forensic Software to efficiently recover hidden and deleted passwords and deleted data from hard drives.

Technical Skills
Point of Sale (POS) IT Support • Running commands in the Bourne-Again SHell (BASH) Unix shell terminal window • PuTTY • Python • PowerShell • Windows Command Prompt • Windows Command Processor (cmd.exe) • Microsoft Management Consoles • Task Scheduler • Local Group Policy Editor • Registry Editor (regedit.exe • regedt32.exe) • Windows Event Viewer for Troubleshooting issues and errors and warnings in Windows Logs • Software as a Service (SaaS) • Customer Relationship Management (CRM) • Citrix • Salesforce • Jira • Web application design and development for an international project management office. Microsoft Access • Skype • Microsoft Teams • Microsoft Outlook • Windows 8 • Windows 8.1 • Windows 10 • Microsoft Windows 11 • macOS 14 • Mac OS 14 • Ubuntu • JavaScript • Responsive Web Design • Web Hosting • HTML5 • CSS3 • Registry Editor (Regedit) • ADP • Atlassian Jira • Inspired eLearning • Okta Admin • DUO Admin • Salesforce • Genesys PureCloud for phones • Genesys Cloud • Remedy • Remedy Tickets • Remedyforce • Remedyforce Workspaces • Two-factor authentication (2FA) and Multi-factor authentication (MFA) setup and support • Single Sign-on (SSO) • Searching and updating Knowledge Base articles • Using scripts to automate account changes • Citrix • Citrix Cloud • Citrix Director • Citrix Active Directory Roles • using and changing proxies to resolve connection issues • troubleshooting and changing gateways • Microsoft Teams for shared files • chats • calls • conferences • and remote connections • Microsoft 365 Admin • Microsoft Office 365 Admin • Microsoft Exchange Admin • Active Directory • Microsoft Azure Active Directory • KACE Systems Management Appliance • K1000 Administrator • IBM Mainframe LPAR MSU CPC • IBM i Access Certificate Authority • IBM Management production • CA WA Workstation • ESP Workload Manager • Nagios • Fiery — eCommerce Performance Summary • Trusted Platform Module troubleshooting • Bitlocker • Bitlocker Recovery • Bomgar • Beyond Trust Privileged Identity • Kiteworks • CradlePoint Ethernet to Cell Tower • UnixUser Unlocks • metanetworks • Credential Manager control panel • Oracle • Java • installing and updating Java • SAP • SAP 300 • SAP 301 • SAP 900 • Microsoft Access • Avaya voice mail • Remote Desktop Protocol (RDP) • Datadog • GoTo LogMeIn Rescue for remote connections • Cisco Webex • Microsoft Skype for Business • Microsoft Teams • Outlook Web Access • Cisco IOS • Microsoft Visio • SharePoint • Checking and Updating Microsoft Visio drawings and diagrams.

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