[ Brian T. Snyder ]

(c) 773-***-**** / (e) acuk4l@r.postjobfree.com

Chicago IL, 60657

WORK EXPERIENCE

Expedia – Help Desk Technician (Feb 2016 – Apr 2016) – Contract Position

Provide IT Desktop support to end users including but not limited to hardware, software, and peripherals.

Make timely and accurate diagnosis of system related problems and determine the issue in conjunction with the Global Service Desk

Lead problem resolution activities in order to get technology incidents and problems resolved

Take ownership for assigned incidents and issues and follow up with contacts with minimal supervision

Develop and maintain documentation for incidents for future reference and troubleshooting

Training employees and orientating them on the current systems and applications used

United Airlines – Global Sales Laptop Deployment Team (Aug 2015 – Nov 2015) – Contract Position

Imaging and deployment of Sales Laptops for US and Global Sales Deployment machines

oDeployments carried out in Denver, Corporate Center in Mount Prospect, Willis Tower, and London

Image new machines using MS SCCM 2012

Manual data transfers to external hard drives for initial backup

Deployment and training with end users

Troubleshoot issues regarding data transfer, printers, permissions, Outlook .pst files, software

Follow up desk-side support for docking stations, display monitors and existing hardware

Created checklist documentation for pre and post imaging for deployment team

John Galt Solutions – Help Desk Manger (April 2011 – May 2015)

Provide level 1 and 2 support before escalating to the development team for 2 product lines

oSoftware product development includes an Excel add-in tool and a full Enterprise database solution

Primarily worked with MS SQL 2008R2 and 2012 as well as SSRS

Support includes many large industry names as well as Universities and single license owners

Backed up, restored, re-indexed, and ran cleanup on databases

Apply and teach security aspects of the system and how to maintain

Led the revamp of the ticketing system and improvements necessary to streamline the process

Managed and revised a new Knowledgebase Article section offered to the customers

Worked to improve many in-house technology solutions to improve infrastructure and security

Worked with Global clients to ensure their needs are met on a timely basis regardless of the time zone

Perform post-resolution follow-ups to help requests and incidents and provided end-user training

Provided remote support using multiple VPNs and screen sharing software options

Worked on ensuring the IT infrastructure with 2 office moves, hardware and services

Deploy/Maintained/updated all in-house workstations/servers to keep hardware and software up to date

Created and maintained Hardware and Software master inventory list

Troubleshoot the Sonicwall firewall when necessary

Maintain and update the Iwatsu phone system extensions and users via the web based GUI

Active Directory & Exchange user maintenance

Provided feedback on recurring incidents to engineering team

LeapRE Systems – Support and Technical Services (June 2009 – Dec 2010)

Provide level 1 and 2 support for 3 individual software product lines of startup company

oRespond to clients via phone, email, and on-site visits

oLog all support items into Trac Ticketing System

oReproduce errors or issue(s) experienced by clients

oConvey bug and solution to both development and implementation teams to resolve issues

oPerform fix testing on software and communicate resolution to client

oRecommend enhancements for the software to development team

oRemote desktop session when necessary using LogMeIn and GoToMyPc

On-site billable projects at clients company/home offices as consultant/technician

oExchange migrations; hardware upgrades; network, smartphone, data backup solutions

On-site training of Leap software and integration/functionality with MS Outlook; Training with Office/Outlook

Managed Support budget allocating projects, resources, software enhancements, internal infrastructure

Development and documentation of FAQ and knowledge base repositories for all product lines

Maintained internal VOIP line and extension needs through RingCentral

Created/managed all internal and customer hosted Exchange account needs through RackSpace

Managed Accounting for all IT receivables

oRestructured automatic recurring billing notification and tracking system

Created new bug/issue ticketing system in MS CRM for increased stability and backup ability

Self-promoted PC repair/consulting services (Nov 2008 – May 2009)

Worked as a personal consultant to clients on the North side of Chicago

oPerformed hardware installs/configurations/upgrades for PC’s and networks

oProvided virus removal services, data backup solutions, and email branding solutions for individuals

Clarity Group, Inc. – Help Desk Analyst, Promoted from Help Desk Technician (Sept 2005 – Aug 2008)

Chicago, IL

Provided level 1 and level 2 support to all clients

oFielded all calls regarding questions about the client application (Webpage front-end interface with SQL server back-end)

oPrioritized all issues within the ticketing system and followed up with clients

oMaintained daily contact with all clients

oMaintained user security within the application

Performed on-site training for clients around the Chicago area as well as multiple clients and facilities in Florida.

Carried out client requests to retrieve, update, or delete data via MS SQL Server

Worked with clients to establish long term VPN setups

Created ad-hoc reports using Microsoft Visual Studio / Reporting Services 2005

Utilized Microsoft Visual SourceSafe for all ad-hoc reports to track changes, protect queries and roll report back to a previous version when necessary

Gained experience working with Microsoft Server 2003

oActive Directory use for new users, assigning security, resetting passwords

oDaily backup and retrieval of data of file server and mail server using Veritas software

oInstallation of patches/contingency plan for backing out patches if necessary

Use and support of Windows SharePoint Services 3.0 and Microsoft CRM

oAdd/remove users, assign security and access rights

oCustomize personal views including creation of new forums, workspaces, etc.

oInstallation of CRM software on server and workstations

oCreation of cases/tasks based on client requests. Responsible for updating and monitoring these cases/tasks until they have been completed.

Provided first-line and second-line support for all in-house/off-site employees and their hardware and software

oIncluded all issues regarding Windows, MS Office including Exchange, MS CRM, SharePoint Services, Visual Studio, SourceSafe, Adobe Acrobat suite, Peachtree Accounting, TurboTax, Blackberry smart phones and desktop software, PDA’s, wireless access, web browsers, WebEx, eFax, and Postini spam filtering service

oSetup of all new hardware including PC’s, laptops, scanners, printers.

oRemote access to servers and workstations for issues after business hours.

Responsible for research of new technologies for IS dept./follow up questions with the potential vendors/troubleshooting of issues with current vendors.

Created and maintained master lists for all company hardware/software, agreements, licenses, and serial numbers.

Attended and passed extended education class for SQL Server Reporting Services, and a course by the Insurance Institute of America for Intro to Property and Liability Insurance.

Integrated Real Estate Processing (IREP) – Data Entry Specialist (Jan 2005 – June 2005)

Pittsburgh, PA

Primary focus of entering data into company databases with precision and speed.

Data sources originated from handwritten faxes, typed faxes, and calls from surveyors in the field.

Began as temporary employee and subsequently offered a full time position.

Penn State ResNet Services – Help Desk / Computer Field Technician (Aug 2004 – Dec 2004)

Harrisburg, PA

Fielded phone calls explaining current issues

Entered issues into tracking system

Assigned severity and priority to issues

Performed field work on affected PC’s/laptops including connectivity issues, hardware, viruses, adware, spyware

Upgraded and installed both hardware and software based on students requests

Monitored network traffic to report overuse of allotted bandwidth

Susquehanna County Courthouse – Desktop Support / PC Technician Intern (May 2003 – Aug 2003)

Montrose, PA

Worked amongst a staff of 3 IT employees overlooking and maintaining a network of approx. 175 users.

Upgraded/replaced hardware and software

PC building – all computers were custom built ‘white boxes’

Performed daily backup of servers

Assigned security for users in Active Directory

Worked with outside vendors to find new technology solutions.

EDUCATION

Penn State University (Sept 1999 – Dec 2004)

Major: BS in Information Sciences and Technology

Related Courses and Skills: SQL, HTML, XML, FTP, Network Hardware and Architecture, C++, Visual Basic, Oracle, Microsoft Office and Visio, Database Management, Project Management, Systems Analysis and Design, basic functionality/maintenance/file structure of Windows 95/98/ME/2000/XP/7/8/Mac OSX.

Extended Education Credits: SQL Server Reporting Services through Learning Tree International; Intro to Property and Liability Insurance course through the Insurance Institute of America

In Progress: A+ cert and Net+ Cert

REFERENCES

Joel Cummings

John Galt Solutions, Inc. - Senior Consultant

(p) 630-***-****

Eric Hartke

John Galt Solutions Inc. - Graphic Designer

(p) 312-***-****

Marie Lane

John Galt Solutions, Inc. - Senior Consultant

(p) 765-***-****

Craig Sparling

LeapRE Systems

(p) 312-***-****

*More available upon request

Contact this candidate