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ITU University

Work experience

Customer Services Engineer

Technology Resource Advisors
— Milwaukee Customer Services Engineer Responsible for depot servicing, onsite repair, and installations of HP servers, switches, routers, desktops, laptops, printers, and related software 3

IMAC Tech/Blackberry Support

IMAC Tech/Blackberry Support
Contract) New Berlin — Performed data migrations and Blackberry support for GE Health Care employees

Intranet Support Analyst

Contract Brookfield — Intranet Support Analyst Used Active Directory to create email accounts and distribution groups Supported Blackberry, iPhone and Android phones Created Blackberry Enterprise Server accounts Supported Microsoft Office applications Office Communicator password unlocks and resets Used Active Directory to reset password and unlock account Mailbox restores and moves in Exchange Server


Northwestern Mutual
Contract — Help Desk Provided Tier 1 support for both the Franklin and downtown buildings Troubleshoot and resolved issues using knowledge articles in HP Service Manager Troubleshoot issues by connecting with Bomgar remote control Managed, updated, maintained incidents, service requests, and problems using HP Service Manager ticketingsystem Support mobile devices, printers, laptops, desktops, Microsoft applications as well as company specific applications

Computer Support Technician

Lockheed Martin
Experis(Contract) Milwaukee — Computer Support Technician Provided Tier 1 and Tier 2 support for field technicians doing Windows 7 deployment at ManpowerGroup and Experis offices throughout the United States Updated documentation process for Windows 7 deployment Installed Windows XP and Windows 7 on USB drives using SCCM 2007 Configured office training computers remotely using Windows Remote Assistance Handled RMA's for returned computers to the deployment center

Computer Technician

Lockheed Martin
Contract) Milwaukee — Computer Technician Independently completed a Windows 7 deployment for U.S. Department of Housing and Urban Development Executed data migrations using USMT(User State Migration Tool)

Help Desk Analyst

Contract Brookfield — Help Desk Analyst Responsible for answering calls to the Brookfield Helpdesk team line, responding to events, providing 1st line hardware/software support on issues related to Brookfield hosted desktops/laptops Managed, updated, maintained incidents, service requests, and problems using Facet ticketing system Ability to analyze and resolve problems with attention to detail. Used Bomgar remote control to troubleshoot and fix issues. Used Altiris Console to push software and remote into computers Communicated daily with Fiserv associates conducting first level analysis, diagnosis and resolution of operating problems associated with hardware and the interaction of supported software in a LAN environment. Responsible for client satisfactions with the resolution of these problems. Researched, resolved, and responded to questions received via telephone calls and emails in a timely manner in accordance with ETG standards. Attended on-going training to achieve level of technical skill needed to solve more complex problems. Meet the individual customer service call volume and quality expectations. Participated in continuous process improvement in order to improve service, reduce costs, and improve quality. Understood the Desktop Support and ETG support model and organization, learn tools, escalation processes, and documentation standards for events.

Help Desk Technician

FedEx Ground
Contract New Berlin — Help Desk Technician Provided support of Microsoft Office 2007, 2010, Windows XP, Windows 7, Internet Explorer, Microsoft Exchange/Outlook Did asset management and ticketing system through HP Open View Service Center Provided hardware support of Desktops, Laptops, Printers, Thin Clients, Blackberries, and Scanners Blackberry configuration/activations, MiFi wireless configuration, laptop data encryption, hard drive back up and imaging through SCCM 2007

Field Services Specialist

Contract — Milwaukee Field Services Specialist Provided onsite support of Lenovo T420, T430 and X1 Carbon laptops and Ricoh printers Imaged laptops using SSCM 2007 Installed and configured proprietary software Installed virtual machine on audit laptops Did break-fix on Lenovo T420, T430 and X1 Carbon laptops Replaced toner cartridges on Ricoh printers Used Active Directory to reset password and unlock account Configured and supported Lotus Notes Used HP Service Manager ticketing system Did asset management through SAP

Service Desk Manager

Service Desk Manager help desk ticketing system Used Active Directory(resetting passwords) Lutheran Social Services(Contract) — Milwaukee


Experis(Contract) Milwaukee — Desktop Analyst Handled IBM laptop/desktop builds for all Manpower new user setups(imaging the laptops/desktops) Used SCCM 2007 for imaging tool as well as push software through SCCM 2007 Imaged the laptop, preconfigure for the user, login to the user, joined the laptop through the domain, install new software before it goes out and setting up outlook profile Re-imaged 200 300 IBM computers per month

Deskside Technician

MillerCoors — Deskside Technician laptops and desktops using SCCM 2012 Break-Fix of Dell laptops and desktops Order Dell parts via phone or chat Support Microsoft Office 2010 Use Lotus Notes on our IBM laptops Install and configure software either manually or through SCCM 2012 software package Use Active Directory to unlock accounts, add groups and add computers Support, diagnose and fix Microsoft applications as well as propitiatory applications at MillerCoors Use Service- ticketing system for incidents and requests from end users


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