Technical Support Supervisor/Level 3 Technician

Christopher Berdan

Technical Support Supervisor/Level 3 Technician

Madison, WI 53704

ac1dei@r.postjobfree.com - 608-***-****

The world in which we live is ever changing, from societal shifts to economic turns, everything in our world is changing, but nothing has undergone a mass transformation like technology. Over the last 40 years computers evolved from giant, vacuum tube driven calculators, to a daily necessity for anyone living in the industrialized world. The rise of computers has caused an economic boom that the world has ever seen. It is within this business environment that I can put my years of experience, skills, and work ethic to use in helping to not only maintain, but also enhance the system infrastructure to maximize productivity and profits. I have always been intrigued by technology, knowing how the technology worked always fascinated me from an early age. Even as a child I would take gaming consoles apart and try to understand how these little boards of incoherent lines, numbers and text could create images on my television, this same curiosity stuck with me as I matured into adulthood. Choosing a career path for many is a decision that sometimes never is settled upon but I knew that technology and computers is where my future lied. I started my career with ZAXX Technology Specialists in a small town in Wisconsin. We hanled standard technical work of fixing customer machines, but we also consulted with businesses to upgrade but also sometimes even create a network infrastructure to make their businesses more profitable. At ZAXX that I knew I had made the correct career choices so I started my academic career at Southern New Hampshire University. I wanted something more, a place where I could better put my skills to the test and challenge myself on a daily basis. In Madison, WI, I found those opportunities, first at West Corporation then Acuity Consulting Services. West Corporation, a Fortune 500 business to business sales company, they handled support and sales for numerous clients, ranging from American Express to AT&T. There I was the admin of over 500 machines, and because I was the lone technician in the building I provided Tier 1, 2, and 3 support, along with telecom and networking support, and two data rooms as well.

Acuity Consulting Services is one of the top Managed Service Providers in the Madison area. I joined the team as the Technical Team Supervisor to help train technicians, maintain client systems, and create/document procedure when dealing with clients. The wide range of services we offer makes for exciting and rewarding days, whether it is working on local desktops, setting up servers for CRM software or SQL databases all the way up to configuring and supporting VOIP phone systems. I obtained my degree at Southern New Hampshire University which has put me on the path to succeed in the IT world. Maintaining a 3.0+ GPA throughout my time at SNHU has given me not only the skills and knowledge required, but also the confidence to know that I can succeed in this world. Graduating with a Bachelor’s of Science in the Software Development, I have a wide range of knowledge from the desktop, network, and telecom support stated earlier, but also with the development and implementation of software and software update/patches.

With the skills and experience partnered with my passion for computers and related technology I know I would be a valuable asset for any IT department looking to increase productivity not only for itself but also its end users. I believe that attitude along with my determination, work ethic, and thirst for knowledge would make any IT department happy to have me.

Authorized to work in the US for any employer

WORK EXPERIENCE

Technical Team Supervisor/Level 3 Technician

Acuity Consulting Services - Madison, WI - April 2017 to Present

• Lead, mentor, train and manage Technology Support Technicians

• Handle escalated calls and tickets for clients

• Assist in streamlining processes of service desk /tech team

• Supporting, designing, organizing, and modifying client systems Maintain system efficiency, contribute to and maintain system standards

• Assist with and monitor help desk, troubleshooting problems reported by users

• Monitor networks, maintain network and system security, evaluate and modify system performance, perform ongoing maintenance as needed SENIOR DESKTOP SUPPORT TECHNICIAN

WEST BUSINESS SERVICES - 2013 to Present

• Combine Tier 1, Tier 2, Tier 3, and managerial desktop support to resolved complex problems that required escalation beyond the help desk

• Provide detailed descriptions of issues in trouble ticket system, CA Service Desk, and ensure swift resolutions

• Manage all aspects of software implementation and support ensuring outstanding service and support for our clients

• Design, develop and implement processes and procedures for the successful deployment and support of all software products

• Provide ongoing progress and status reports of all projects

• Received "outstanding" ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving. DESKTOP SUPPORT TECHNICIAN

AMERICAN FAMILY INSURANCE - 2013 to 2013

• Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal.

• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.

• Partnered with Tier II and Tier III help desk peers based in the US, India and Brazil to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.

SALES MANAGER/SENIOR DESKTOP SUPPORT TECHNICIAN

ZAXX TECHNOLOGY SPECIALISTS - 2010 to 2013

• Drive the development of sales tools, business processes, and other information or programs to support the business development and field sales resources engaged with the sale of software products.

• Actively support the business development and other teams.

• Drive the rollout of new aspects of the service, which are cross functional in nature and include but are not limited to business, financial, operational, technical integration, policy, and others.

• Drive tracking, reporting, and analysis vs. key performance indicators for the aspects of the business.

• Drive business process improvements and direct critical software business strategies.

• Direct the development, implementation, support and maintenance of the software product line and systems. EDUCATION

Bachelors of Science in Software Development

Southern New Hampshire University

January 2012 to October 2016

Certification in Accounting

Herzing University

2011

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