Henry Daniel Ahlers

IT Systems and Help Desk Analyst

PROFESSIONAL SUMMARY

Seeking a position as an IT Field Technician/ Support Technician

TECHNICAL SKILLS

Technology

Windows 2000/XP/Vista/Win7, Imaging Hard Drives, Computer Repair, Software

Installation, Networking Experience (Consumer to Commercial), Customer Support, MS

Office Suites, Laptop and Printer Repair, Data Base Entry, Decision Making,

Working Well with Others, Active Directory, Remote Assistance, Leadership skills, and

Communication skills, and Oracle, Sybase, Microsoft SQL Server, Excellent Customer Experience.

PROFESSIONAL EXPERIENCE

DCI - Artform Milwaukee, WI September 2014 - Present

Technical Call Center/Help Desk

Enterprise Call Center - handling Hardware, Software and Network connectivity issues.

Solving of issues and recording results in ticketing program within SSLA guidelines.

Reference to knowledge base and maintenance / updating on plausible solutions.

Focus on Customer service and timely solutions.

Escalating of issues outside of my parameters.

VCPI\CONTRACT Milwaukee, WI December 2013 - April 2014

IT System Analyst

Responsible for being on call board for every employee/client that called in to assist them with their

computer trouble both software and hardware.

Responsible for maintaining, resetting, and restoring employees accounts and passwords for a number of different programs.

Operating ticketing software to keep track of all the incidents of the problems throughout each day.

The use of Remote Access to further assist with clients\customers with computer errors.

I was also responsible for the maintenance and repair of everything of computers, to printers, to routers, and switches

EXPERIS Milwaukee, WI December 2011 - April 2013

IT Help Desk/Technical Service Desk

Responsible for being on call board for every employee/client that called in to assist them with their computer trouble both software and hardware.

Responsible for maintaining, resetting, and restoring employee’s accounts and passwords for a number of different programs.

Operating a ticketing software to keep track of all records of the problems throughout each day.

Used Remote Assistance to remote into the client’s computer to see what was exactly on their screen if they were unable to describe the problem or if needed for problem resolve.

CNH Racine, WI October 2010 - July 2011

IT Contract Technician

Imaging and installing programs on new computers, data base entry, field work, and

customer service.

Involved with scanning in the bar codes for all new PC’s into the database system for registry.

Responsible for imaging the PC’s to Windows XP and installed the correct programs from customers old PCs.

Perform data transfer when the old PC’s were shipped.

Provide customer phone support and remote assistance to customer if they are located within or outside any state building.

Milwaukee Public Schools Milwaukee, WI September 2008 -October 2009

IT Contract Technician

Repaired and replaced computers, monitors, printers, along with servers.

Involved in high pressured customer service over the phone and onsite.

Provided problem resolution with a professional attitude and responded with full dedication to resolving each issue.

Supported hardware, software, printers, servers, network troubleshooting.

Hamilton School District Milwaukee, WI June 2008 - August 2008

IT Field Technician (Internship through WCTC)

Repaired and maintained computers and servers for the school district.

Involved with sending out images to both PC’s and laptops, troubleshooting issues, installing software that was new to the district and responding to problems.

Remote assistance and phone support was provided when needed.

Assisted with Supervisor on assigned troubleshooting problems the staff encountering.

A.O. Smith Milwaukee, WI May 2008 - June 2008

IT Intern (Contract)

Responsible for running a script procedure on all new computers, including laptops that were replacing the older models.

Ensured everything was upgraded and running smoothly.

Installed A.O Smith applications and programs to each new computer.

Provided Help Desk to the staff of the A.O. Smith office.

EDUCATION

2004-2008 Waukesha County Technical College Pewaukee, Wisconsin

Associates Degree – Computer Hardware Technician

Elected Office of a Electronics Club – Was able to have projects completed as

assisting/creating new ones for the club. As well as introducing new members

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