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Click here or scroll down to respond to this candidateBRIAN J. WALDSCHMIDTWORK EXPERIENCEHCL Technologies January 2024 CurrentField Support TechnicianCreating new Windows 11 Operating System images on desktops and laptops via USB Boot Keys and network PXE bootingProviding customer service, technical troubleshooting, and operational assistanceTroubleshooting remote issues with the Windows build-in RDP applicationUtilizing the Service Now ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.Disconnecting/reconnecting computer workstations, peripherals, and phone equipmentFollowing documentation and knowledge articles to provision operating systems and software onto workstations and laptops.Provisioning and supporting wireless devices (E.g. Blackberry, Android, and IPhone)Working with Microsoft Active Directory GPOCoordinating, planning, and scheduling IMACDs with all affected partiesDXC Technology November 2023 January 2024Associate Field TechnicianHandling customer-relation problems appropriately, providing guidance, and escalating issues according to the established proceduresUsing proactive monitoring procedures/tools to identify problem-prevention opportunitiesWorking closely with internal Service Desk teams to support Tier 1 with real-time collaborationProviding customer service, technical troubleshooting, and operational assistanceActing as a subject matter expert in the technical support fieldProviding efficiency recommendations when immediate problems ariseCommunicating daily with the Service Desk to ensure all needs are being metFostering working and relationships with all service-related vendors (Internal and external)Establishing new processes and guidelines for maintaining supportAlexander Leigh Center for Autism October 2021 - February 2023Desktop Support TechnicianTroubleshooting and hardware repair of various desktop and laptop models including Dell, Gateway, Asus, MSI, Compaq, Toshiba, and HPAdministering the daily backups through VeeamFirst point of contact for all technical difficulties including incoming phone calls, emails, and walk-upsDeploying requested equipment to new employee locations after first testing the hardware and softwareCreating new Windows 10 Operating System images on desktops and laptops via Windows Recovery and USB Boot KeysUtilizing Active Directory to create new employees, disable accounts, reset network passwords, add network computers, create distribution lists, and manage inventoryAdministrating HP & Ricoh LaserJet and multifunctional printersConfiguring iPhones and Android mobile devices with incoming and outgoing company emailTesting malfunctioning hardware and fixing or replacing the parts, including motherboards, batteries, power cords, peripheral devices, Molex cables, outlets, Ethernet cables, etc.Configuring laptops with VPN remote connectivity access to the company networkToning Ethernet ports to figure out where the APs (Access Points) coincidedPushing VIPRE antivirus application installations via the VIPRE Management Console to desktops and laptops on the company domainManaging and monitoring the server room equipment dailyScheduling and performing Windows Server 2012 patch updates monthlyResearching and shopping for the best deals regarding IT purchase ordersPOLI FILM America, Inc November 2020 - May 2023Desktop Support TechnicianTroubleshooting and hardware repair of various desktop and laptop models including Dell, Lenovo, and HPFirst point of contact for all technical difficulties including incoming phone calls, emails, and walk-upsDeploying requested equipment to new employee locations after first testing the hardware and softwareCreating new Windows 10 Operating System images on desktops and laptops via Windows Recovery and USB Boot KeysRDP (Remote Desktop Protocol) via TeamViewerManaging the on-hand IT inventory via MS Excel 2016 SpreadsheetsReplacing batteries for APC UPS devices as neededTesting malfunctioning hardware and fixing or replacing the parts, including motherboards, batteries, power cords, peripheral devices, Molex cables, outlets, Ethernet cables, etc.Data erasure of old Hard Drives with applications such as Disk Wipe and CCleanerAdministrating HP, Canon, Brother, and Ricoh LaserJet and multifunctional printersAdministrating Zebra and Datamax label printersConfiguring iPhones and Android mobile devices with incoming and outgoing company emailResearching and shopping for the best deals regarding IT purchase ordersCreating and fixing existing Ethernet ports and Keystone JacksGathering expired equipment, storing it, and playing liaison to an outside vendor confirming that it gets picked up for recyclingSetting up the quarterly cybersecurity training modules for employees, monitoring test completion results, and configuring automatic email reminders to those with unfinished trainingDetermining if further Cybersecurity training is needed by configuring click-baited emails to be randomly generated and sent to employeesPDT, an Astronics Company November 2018 - May 2020IT - Technical Support IITroubleshooting and hardware repair of various Dell desktops, Dell laptops, and Microsoft Surface Pro modelsFirst point of contact for all technical difficulties including incoming phone calls, emails, and walk-upsEntering technical solutions into the JIRA ticketing database systemDeploying requested equipment to new employee locations after first testing the hardware and softwareCreating new Windows 7 and 10 Operating System images on desktops and laptops via Windows Recovery, USB Boot Keys, and network PXE bootingCreating "How To" Microsoft PowerPoint presentationsUtilizing Active Directory to create new employees, disable accounts, reset network passwords, add network computers, and create distribution listsGathering expired equipment, storing it, and playing liaison to an outside vendor confirming that it gets picked up for recyclingToning Ethernet ports to figure out where the APs (Access Points) coincidedReplacing batteries for APC UPS devices as neededTesting malfunctioning hardware and fixing or replacing the parts, including motherboards, batteries, power cords, peripheral devices, Molex cables, outlets, Ethernet cables, etc.RDP (Remote Desktop Protocol) via Zoom, GoToMeeting, and MS TeamsAdministrating HP & Epson LaserJet and multifunctional printersAdministrating Zebra label printers and a plotter printerConfiguring laptops with VPN remote connectivity access to the company networkAdministrating Barco Click Share conferencing and collaborationJohn B. Sanfilippo & Son, Inc March 2010 - October 2018IT - Help Desk AdministratorPerforming a. m. operations by running through a list of AIX UNIX shell commands via an RS6000 kernelTroubleshooting and hardware repair of various Dell, Wyse, and MAC laptops & desktopsSupporting Citrix XenApp VDI (Virtual Desktop Infrastructure) via the Citrix Management ConsoleFirst point of contact for all technical difficulties including incoming phone calls, emails, walk-ups, and incoming ticketsEntering technical solutions into the Track-IT ticketing database systemDeploying requested equipment to new employee locations after first testing the hardware and softwareCreating new Windows XP, Vista, and 7 Operating Systems images on desktops and laptops via provided manufacturer CDs, MSI files, and full system restoresOverseeing daily backup procedures making sure they succeed, documenting the results, and transporting the media tapes to a safekeeping storage locationUtilizing Active Directory to create new employees, disable accounts, reset network passwords, add network computers, create distribution lists, and manage inventoryAdministrating HP, Canon, and Ricoh (Fiery controlled) LaserJet and multifunctional printersAdministrating plotters and Zebra label printersCreating and fixing existing Ethernet ports and Keystone JacksToning Ethernet ports to figure out where the APs (Access Points) coincidedRDP (Remote Desktop Protocol) via Zoom, WebEx, and Remote Desktop ConnectionConfiguring Intermec and Honeywell scanners for usage in the plantAdministrating AV conferencing and collaborationTouchTunes Music Corp January 2008 - October 2009IT - Help Desk TechnicianTroubleshooting and hardware repair of various Dell desktop and laptop modelsCreating new Windows XP images on desktops and laptops via Norton GhostFirst point of contact for all technical difficulties including incoming phone calls, emails, and walk-upsOverseeing daily backup procedures making sure they succeed and handing the media drive off to a contracted company for safekeepingDeploying requested equipment to new employee locations after first testing the hardware and softwareGathering expired equipment, storing it, and coordinating the vendor pickup dayUtilizing Active Directory to create new employees, disable accounts, reset network passwords, add network computers, create distribution lists, and manage inventoryAdministrating HP, Kyocera, and Ricoh (Fiery controlled) LaserJet and multifunctional printersResearching and shopping for the best deals regarding IT purchase ordersRDP (Remote Desktop Protocol) via VNC Viewer, Cisco Webex, and Remote Desktop ConnectionToning Ethernet ports to figure out where the APs (Access Points) coincidedActivating punch-down blocks 66 (voice/telephone) and 110 (Ethernet) via a punch-down toolMotorola Mobility October 2006 - October 2007Technical Support SpecialistFirst point of support for troubleshooting on their new smartphonesRunning tests on company-provided devicesTraining customers with smartphone navigationAssisting customers with new phone configurationsEntering phone call tickets into Siebel ticketing systemThe Higher Gear Group June 2005 - June 2006IT - Help Desk TechnicianFirst point of contact for all technical difficulties including incoming phone calls and emails.Utilizing Active Directory to reset network passwords and enable/disable network computers.Remote Desktop Connections via the RDP (Remote Desktop Protocol) and Citrix Management Console.Administrating LaserJet and multifunctional printers (i.e. resetting print spools as needed). Utilizing a ticketing database system to track, manage, and enter technical solutions for closing tickets.EDUCATIONSouthern New Hampshire University Manchester, NHBachelor of Arts in General Studies Graduation date: January 2021Presidents List (Summer & Fall of 2020) GPA: 3.834McHenry County College Crystal Lake, ILAssociates of Applied Science Graduation date: December 2007 GPA: 4.000CERTIFICATIONSPC Support Specialist (May 2003) Microcomputer Skills (May 2004) SEO (Search Engine Optimization)NSE 1 - Network Security Associate NSE 2 - The Evolution of Cybersecurity NSE 3 - Fortinet Product Awareness Content Marketing |
