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Click here or scroll down to respond to this candidatePROFESSIONAL EXPERIENCECandidate's Name
Milwaukee County Department of Administrative ServicesInformation Management Service Division Street Address /16/2023 - 06/20/2024Productivity Tools: Various Internet Browsers, Microsoft Office & Office Street Address Applications, Microsoft Teams, SCCM/Right-Click ToolsCall-Tracking/Ticketing System: ServiceDesk PlusDesktop Operating Systems: Windows 10 and Windows 11, IOSMobile & Cell Phones: iPhone and iPad, Windows TabletsRemote Software: SCCM, RDPNetworking: Network Troubleshooting, LAN, Wireless, DNS, Cat6, Switches, Routers, Wireless Access PointsMonitored and maintained proper functions of the POS Systems throughout Milwaukee County Zoo, which included registers, peripherals, Credit Card Terminals, ticket, and receipt printersWorked with Connectivity Team and Master Electrician in running Cat3, Fiber, and Copper to requested locationsToned and Secured Connections to Datajacks and SwitchesProvided tier 1 & 2 customer support for diverse technical issues, including installation, diagnosis, repair, maintenance, and upgrade of PC hardware and equipment to optimize workstation performance.Performed Daily maintenance on POS, Kiosks, and workstations, which included manual and scripting automation policiesSkilled in addressing hardware, software, printing, connectivity, mobile technology, and user setup, and adept at managing all requests, incidents, and problems to successful resolution.Supported and troubleshot C-Cure to help manage Gate and Door access controlsDocumented, troubleshot and escalated issues to POS vendor to quickly resolve POS issuesTroubleshot and configured Verizon HotSpot and CradlePoints for deploymentUsed ServiceDesk Plus for tracking, documenting, and meeting client expectations by communicating and maintaining relationships with the users and other teams to resolve client issuesAssisted with planning, installation, and troubleshooting of ongoing support of special projectsWorked with external vendors to diagnose and maintain Tapco GatesTroubleshot, maintained, and deployed PCs, printersDocumented and recorded damaged and non-functional equipment for disposalWorked with staff to coordinate a recycling program for equipment disposalResponsible for training of Seasonal IT personnelWorked as an independent and self-motivated IT professional with minimal supervision to resolve simple to complex issuesWas on-call to coordinate and troubleshoot POS outages, Network Outages or Gate issuesHelp Desk EngineerTranscendent/AiriamHartland, Wi 03/14/2022 - 08/08/2023Productivity Tools: Various Internet Browsers, Microsoft Office & Office 365 Applications, Microsoft Lync/Skype, Microsoft Teams, Pulse/Ivanti VPN, N-Able, MSP Backup, Mach Panel.Call-Tracking/Ticketing System: SysaidDesktop Operating Systems: Windows 10 and Windows 11,Mac OSXMobile & Cell Phones: Android and IOSRemote Software: N-Central Remote Control, N-Able Take ControlNetworking: Network Troubleshooting, LAN, Wireless, DNS, DHCP, Cat6, Switches, Routers, Wireless Access PointsFielded customer concerns or requests via phone, email or service ticketProvide support for client workstations running Windows 10, Windows 11 or MacintoshUsed N-Able suite of utilities for Patch Management, remote monitoring, device management, password management, backup and recover, network monitoring and automationManaging clients within a Hosted environment using Mach Panel or Office 365Worked with clients with a great variety of responsibilities ranging from password resets, to modifying group policies on domain controllers, to supporting clients with limited informationTracked computer warranty information and replace out of warranty machinesTroubleshot user issues and worked with vendors to repair or replace equipmentInstalled, managed, and deployed printers remotely and onsiteAdded/Moved/Removed users and computers to and from OUsAdded/Removed users to Active Directory groups for needed access rightsTrack, manage, and assign support tickets using SysaidSetup new and replacement equipment for end usersProvided remote support with various remote management tools as neededUsed Trend Hosted Email Security for various clients for email tracking, filtering, and protectionCreated and updated documentation for different client tasksMonitored and maintained client environments with Remote Monitoring & Management softwareImaged machines by using System Center Configuration Manager to build desktops and laptops for multiple customers with different requirements and successfully deploying to customers via UPS or onsite installAble to setup new user accounts from scratch using Active Directory, Office 365 and AD Sync, or on-Prem environmentsHelp Desk TechnicianVCPIMilwaukee, WI 04/30/2012 03/11/2022Productivity Tools: Internet Explorer, Microsoft Edge, Mozilla Firefox, Google Chrome, Safari, Opera, Orion (Solar Winds), Microsoft Office & Office 365 Applications, Open Office Suite, Microsoft Lync, Microsoft Teams, RIM Blackberry Enterprise Server (BES), AirWatch, SSL VPN (Juniper, Cisco Any Connect, Palo Alto), Control Up Monitoring Services, Cisco Meraki Dashboard.Call-Tracking/Ticketing System: PeopleSoft, HEAT, Service-Now, WebSPOC, AutoTask, SysAid, Manage IT, Fresh System, FRC, Remedy, SpiceWorks, Web HelpDesk, JIRA Help DeskDesktop Operating Systems: Windows XP to Windows 10, MAC OSX, Linux, Unix, CitrixMobile & Cell Phones: Blackberry, Windows Mobile, Android, IOSRemote Software: VNC, Citrix Shadow Utility, Citrix GoToAssist, TeamViewer, ShowmyPC, LogMeIn, Screen Connect, RDP, N-Central, Citrix Director.Networking: Network Troubleshooting, LAN, WAN, Wireless 802.11 a /b/g /n, DNS, DHCP, Cat5e, Cat6, Fiber Optic Cabling, Switches, Routers, WirelessAccess PointsProvide Level I, and Level II service desk support in a high-volume, 24x7 Service deskProvide software, hardware, and client/server and networking technical support.Effective communicator and praised with both strong technical and nontechnical issues with end usersHelp support clients within local, Citrix and RDP environmentsMonitoring and troubleshooting generated tickets from emails, or self-generated ticketsResponsible for Modifying, Provisioning accounts via Active Directory or through O365Proficient and able to support a list of supported applications for client access including but not limited to: AHT, PCC, ADP, DSSI, Great Plains, Kronos, Casamba/Smart Therapy, Vision, Citrix, Mcafee Disk Encryption, PC Print, Relias, Printer Installer, Xmedius/eFax, Smartlinx, etc.Worked with and partnered with Tech II and Engineering to resolve complex problems that would require escalationResponsible for troubleshooting hardware, software and mobile device issuesSetting up and troubleshooting mail accounts, installing updates, adding and troubleshooting printer issues and setups, troubleshooting wireless connectivity, mapping network drivesDetect and Remove virus/malware/spyware/Rootkits/Ransomware, and infection using Open Source and Proprietary SoftwareTraining and guiding customers on various applications and computer useProactively troubleshoot network Outages at Post-Acute Medical FacilitiesSupport Department SupervisorEthostream LLCMilwaukee, WI 05/06/2006 04/27/2012Productivity Tools: Mozilla Firefox, Google Chrome, Safari, Opera, Android, Telnet, and SH.Desktop Operating Systems: Windows XP to Windows 7, MAC OS, Linux, Unix, Gaming Systems, Android and Apple Phones.Call-Tracking/Ticketing System: proprietary ticketing system (Etho Support Desktop)Tools: OpenOffice, Thunderbird, VMWare, Virtualbox, Thunderbird, Pidgin, Trillian, Heat Mapping Tools, Network Sniffers (Tethereal, Ethereal).Networking: Network Troubleshooting, LAN, WAN, Wireless 802.11 a /b/g /n, DNS, DHCP, ADSL/VDSL concentrators, Cat5e, Cat6, Fiber Optic Cabling, SSL VPN, Switches, Routers, Access Point Bridges, Access Point/Router Repeaters, NAT, HTTP, HTTPS, VLAN, TCP/IP & UDP.Supporting client connections, network, and software issues remotely for over 2400 locations.In charge of supervising and training Tier1 and Tier2 Technicians.Successfully troubleshot connectivity issues for thousands of remote clients on a variety of Operating System platformsAnswer overflow support calls: make outbound support calls to resolve tickets or ongoing issues.Troubleshooting simple to complex Network connectivity issues over the phone with limited to detailed network schematics.Delivered excellent internal and external customer satisfaction by demonstrating exemplary leadership.In-depth knowledge of networking standards, connectivity, and protocols.Worked with installers in running cabling (Cat3, Cat6) and setting up SwitchesResponsible for maintaining exceptional working relationships with field services, customers, sales, and marketing departments.Help designed training materials and reinforced policies for support department staff.Troubleshooting end user connectivity issues that would include, but not limited to wired, wireless, PLC (Power Line Communication), and DSL networks.Provided leadership to a team of technical support representatives to ensure quality customer service and to maintain Service Level Agreements.Oversee day-to-day operations for Technical Support and Customer Service.Responsible for creating proposals for replacement equipment for our supported properties.Supervise daily operations in a technical support call center environment.Implemented in-depth training for new technicians, as well as ongoing training of seasoned technicians.EDUCATION / PROFESSIONAL DEVELOPMENTAssociates in Applied SciencesComputer Networking SystemsITT, Greenfield, WI2006 - 2008Associates in Applied SciencesComputer Drafting and DesignMATC, Milwaukee, WI1994 - 1996PROFESSIONAL CERTIFICATIONSDUO Help Desk AdminristratorAugust 2023Certificate No: 7itn7jguumgpDUO Help Desk Support SuccessAugust 2023Certificate No: wzw55fmk4h4qCompTIA A+Credential ID: COMPPHONE NUMBER AVAILABLE2013 |
