Customer Service Technical Support
Resume:
Todd C. Weigandt
Lee’s Summit, MO 64081
Cell: 402-***-****
Email: *********@*******.***
https://www.linkedin.com/in/todd-weigandt-129ba6111
Professional Summary
An accomplished and goal driven professional that offers 21 years of experience in IT support roles ranging from desktop support to helpdesk and server support. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Skilled at diagnosing and analyzing problems and implementing solutions to improve the bottom line.
Employment History
Pomeroy IT Solutions January, 2016-Present
IT Consultant - Desktop Administrator at Children’s Mercy Hospital
Provided 2nd level desktop support for 1200 plus internal end users to diagnose and/or repair desktops, laptops, mobile devices, scanners, printers and network issues.
Recognized for providing excellent customer service supporting users with MS Windows 7, Office 2013 products, Citrix, ImageNow, Adobe products.
Configuration of operating system for all desktops and laptops.
Maintained asset records in LANDesk of all end user hardware.
Using LANDesk software created and completed Incidents.
Built and maintained successful relationships with end users.
Farm Credit Services of America June, 2000-January, 2015
Technical Support Analyst
Provided technical assistance to 1,000 plus internal end users to diagnose and/or repair desktops, laptops, software, mobile devices, printers and other peripherals within 40 offices.
Recognized for providing excellent customer service supporting users with MS Windows 7, Office products and 50 customized in-house Web Applications.
Promoted from Specialist to Analyst due to strong performance.
Built and maintained successful relationships with end users and vendors.
Utilized automated call distribution phone system and software interface to retrieve and respond to end-user.
Selected as the Project Lead for Farm Credit’s laptop deployment project which encompassed upgrades to 33% of laptops yearly. Procured new laptops and tested for deployment.
Chosen as Project Lead for Farm Credit’s smart phone deployment encompassing upgrades to all mobile employees once every two years.
Served as Project Lead with software deployments including Windows 7.
Created and conducted training for end-users on new hardware and software systems. Audience included senior management.
Maintained and accountable for Asset Management of all end user hardware.
Selected to serve as the ‘go to’ analyst for Farm Credit’s Board/Executive management.
Lead role with front line users during yearly Disaster Recovery testing.
State of Nebraska August 1998-June 2000
Network Analyst
Provided support for over 2,000 workstations at over 100 server sites.
Supported Ethernet and Token Ring networks on site and remotely.
Responsible for incoming critical calls escalated from Level 1 Helpdesk.
Responsible for server installations.
Setup of new users for network logon, cc: Mail and home directory.
Promoted to Network Analyst role due to strong performance and outstanding customer service to end users.
Information Services Coordinator
Provided technical software and computer systems support for the department of Health and Human Services.
Responsible for incoming calls of client questions, requests or concerns; identifies solutions and coordinates corrective actions, or escalation, when necessary.
Maintained a detailed log of all client contact and places follow up calls to assure satisfactory resolutions.
Provided excellent customer service to clients in high pressure situations.
Led all aspects of grant funding (private and government), managed speaker’s bureau and United Way activities, developed planned giving program, and focused on relationship building with staff and volunteers in eight offices throughout service territory.
Managed department financial information including preparation of monthly reports and identification of budget variances. Provided leadership and direction to three staff members.
Lincoln School of Commerce; October, 1998 – Sept. 2000
Instructor
Taught Implementing and Supporting Windows 95 (MCSE Certified Class)
Taught basic Windows 95 and Microsoft Office
Automated Systems, Inc. October, 1996 - January, 1998
Software Support Representative
Provided technical support of a banking software package used by banks throughout the Midwest.
Systems Administrative duties for server based networks.
Installed PC software and hardware for end users.
Experienced in a LAN/WAN environment.
Assisted in onsite conversions and training sessions of company banking software and Microsoft Windows NT.
Provided excellent customer service and phone support to client banks, including on-call service with pager.
Education
Bachelor of Arts Degree in Accounting; December 1996.
Doane College; Lincoln, Nebraska
Certifications & Technical Proficiencies
HDI (Help Desk Certification) testing.
Lenovo and Dell certified.
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