Help Desk Service
Resume:
Windsor, WI
Phone 608-***-****
E-mail *********@*****.***
Jack Hansen
Objective
To assist with the analysis, development, and coordination of technology and process solutions to business objectives
Work experience
March 2013 – August 2017 Shoutlet/Spredfast, Middleton, WI
Help Desk Level II
Help Shoutlet customers with resolution for any IT issues
Understand, work with, and communicate IT resolutions for customers relying on Macintosh Operating Systems, Windows Office Suite products, and Open Office
For any resolutions or new implementations, test both legacy and new products
Maintain expertise and grow experience with Macintosh environments
July 2012 – March 2013 Wisconsin Historical Society, Madison, WI
Help Desk Level II
Worked with Museum and Society personnel to help resolve any IT issues
Understood, worked with, and communicated IT resolutions for customer relying on Windows XP, Windows 7, and Windows Office Suite products
Rolled out computers and other hardware for users
For any resolutions or new implementations, tested both legacy and new products
Maintained expertise and grew experience with Windows environments
April 2012 – August 2012 American Family Insurance Madison, WI
Responded to front line calls in a Help Desk Environment
Understood, worked with, and communicated IT resolutions for Agency specific software and hardware
Used remote software to help offsite end users
Maintained experience with Mainframe, MS Office Suite, Insurance software, Windows XP, and Windows 7
January 2010 – October 2011 Alliant Energy Madison, WI
NERC CIP Program Analyst II
Coordinated the development, review, and update of NERC CIP policies, procedures, and forms to maintain corporate compliance.
Developed and maintained the training plan and training program content.
Evaluated, tested, and maintained the toolset required to create and deliver courses for both annual and quarterly training requirements.
Provided assistance to appropriate Alliant Energy business units and stakeholders related to compliance activities and requirements.
Assisted in the development of processes to identify, quantify, analyze, and report on NERC CIP compliance status.
Assisted in the evaluation, testing, and implementation of software and business processes for security access and change control.
2005 - 2010 Alliant Energy Madison, WI
IT Customer Support Analyst II
Helped resolve initial and escalated issues that required complex resolutions or coordination with other support groups.
In order to ensure standard routing in alignment with the most current processes, researched, updated, and maintained routing instructions in the Lotus Notes service ticketing software.
Collaborated with the Workstation team to upgrade facilities with current Hardware for users.
Travelled to remote facilities to verify and update location-specific maps of hardware (Printers, faxes, copiers).
Helped with rollout of Unified Messaging.
Maintained Copier fleet:
●Ordered new equipment
●Placed service calls
●Maintained budget on a quarterly basis
●Maintained Scorecard
HDI Support Center Analyst Certified.
2004 - 2005 Alliant Energy Madison, WI
Helpdesk Level II
Helped resolve issues escalated issues that require complex resolutions.
Ensured that routing instruction in Lotus Notes are properly maintained
Maintained the loaner PC’s program. Made sure the hardware and software were up to date and functional
Coordinated the Alliant Energy Training Lab, which involved the upkeep of the facilities and standardization and customization of the hardware and software for specific training needs.
2001 - 2004 Alliant Energy Madison, WI
Helpdesk Level I
Ensured customer needs were satisfied in a timely manner for inbound Help Desk calls.
Captured information on computer and telephone related problems and service requests. Resolved customer problems or escalated when necessary.
Dispatched service requests when appropriate.
Compiled overall problem and request history to ensure that the customers issues are treated in a proper and timely manner.
Backup for Monitoring wall
Performed other duties which are similar, related or incidental to this position.
Education
University of Wisconsin – Platteville 1994 - 1997
Degree in Communications
Emphasis’ in Broadcast/Performance and Advertising/Sales and a minor in Business Management
Graduated Summa Cum Laude.
Music Director for the campus radio station for 3 years
Won Paul Geiger Recognition award for Radio Excellence
Financed 95% of college
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