Thomas C. Kurtz II
Middleburg, FL 32068
Cell: 904-***-****
ac2gp6@r.postjobfree.com
Summary
INNOVATIVE SERVICE DESK LEADER
I am a 20-year veteran of U.S. Navy with a reputation for dedication, reliability and attention to
detail. An experienced leader and manager with more than five years' experience in computer
operations and technical support and a passion for customer service.
Skills
Remedy Microsoft Project
Service Now Microsoft Office 2010/2013
ITIL V3 Microsoft Active Directory
DOD Secret Clearance Microsoft Visio
Project Life Cycle Track-it
Symantec Ghost Dame Ware
A+ Technician Network +
Security + Windows XP
Windows 7
Experience
October 2015 to Deutsche Bank
Current Jacksonville, FL
Incident Management/Network Analyst
Supported over 100,000 users in 70 countries.
4500 applications and over 100,000 network devices worldwide
Responsible for leading repair calls on hardware and software components of the
company's computer network regardless of location.
Coordinated technical resources ensuring repairs were made in a timely manner.
Troubleshot hardware issues and worked with service providers to facilitate repairs.
Utilized ticket tracking system ServiceNow to manage incidents and track their
progress.
Expert at writing elevated level technical reports for senior management describing status
and final resolution task performed to correct the issue.
Incidents often impact the bank financially into the billions of dollars.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Lead the IM Governance team. Utilizing the ITIL v3 methodologies to reduce the
number of erroneous incident tickets and thereby increase team efficiency by 25%
Demonstrated exceptional written and verbal communication.
April 2015 to Honeywell
October 2015 Jacksonville, FL
Sr. Help Desk Analyst
Supported approximately 25,000 users
Maintained over 50,000 laptops, desktops, printers, tough books, tablets, related
network hardware and over 500 applications.
Managed IT setup and service requests for new employees and military personnel
assigned to the base.
Assisted customers with technical issues via email, live chat and telephone as well as
provided real-time support to everyday users utilizing the ticket tracking system Remedy.
Mentored other junior technicians in their duties.
Responded to customer service emails in a timely and effective manner in accordance
with company KPI's
Maintained a calm, professional demeanor when faced with a stressful high demand,
high volume workloads.
February 2013 to Hewlett Packard
April 2015 Jacksonville, FL
Customer Services Technician
Onsite field technician for all Hewlett Packard (HP) customers under Managed Print
Services contracts.
Trained to diagnosis and repair approximately 40 different laser jet printers and copy
machines as well as industrial sized plotting tables.
Trained to diagnosis and repair all HP ProLiant line of servers.
Familiar 3PAR storage devices.
Superior customer service receiving a 95% customer satisfaction rating
Demonstrated excellent written and verbal communication
May 2012 to SuprTek
February 2013 Jacksonville, FL
Help Desk Analyst Tier 1
As a Help Desk technician, I worked in a call center with 10 technicians responsible for
supporting over 1200 military and government employee end users and 1000 assets.
Experience with administering Active Update Service (WSUS), Microsoft Systems
Management Server (SMS), Dame Ware, Hyena, Symantec Ghost and other tools to
accomplish the assigned tasks.
Knowledgeable about Microsoft Office bundle 2007/2010.
Troubleshooting of mobile computing devices such as tablet PCs, notebook PCs and
Blackberries.
Working Knowledge of Windows NT/2000/2003/2008.
Working knowledge of Juniper VPN Management.
Experienced with the use of Microsoft Systems Management Server (SMS), Dame
Ware, Hyena, Symantec Ghost.
Experienced in set-up configuration and management of Blackberries, Blackberry users
accounts and troubleshooting.
Experienced with set-up and use of Polycom VTC equipment and Cordian Bridge set-up.
Customer Service via the phone in a call center Help desk setting as well as onsite
service when required.
December 2011 to The Experts INC
May 2012 Jacksonville, FL
Installation & Service Technician
Tier 2 duties on various Dell desktop and Laptops.
Conducted data migration using a Migration Automation tool (MAT) from legacy PC to
new PC at end user desk side.
Configured user login ID, computer network name, and identified remote or campus
(network) PC to ensure correct network user settings and connectivity.
Performed Tier I & 2 troubleshooting and repair of end user computer workstations,
copiers and printers to correct network connectivity issues, software execution errors,
and hardware malfunctions.
Configured TCP/IP printer, plotter, and copier ports with appropriate software drivers to
connect user PCs to corporate network servers where shared printing devices were
located and trained users on printer functions and locations.
Setup/troubleshot end user Outlook email client to connect user to corporate exchange
email server
February 1992 to United States Navy
February 2012 Jacksonville, FL
Leading Petty Officer
As first level Supervisor, I managed, supervised and mentored a team of sailors as large
as 25 personnel in a fast paced and at times stressful environment.
Responsible for assigning daily work tasks and ensuring that the work completed met the
highest standards.
Assisted in the yearly evaluation process guaranteeing those under me received a true
and fair evaluation of their performance.
When needed handled initial disciplinary actions.
As a Navy instructor for 3 years was responsible to train and lead young sailors in a
classroom setting.
Experienced writing and updating training curriculum materials.
As the supply person, I maintained quarterly and yearly budgets.
As a Command Career Counselor, I organized, trained, mentored, motivated and
managed an aggressive career information program for a group of 150 senior sailors.
Trained junior officers utilizing MS PowerPoint
Conducted interviews
Mentored junior sailors on career opportunities and senior sailors career transitions.
Education and Training
2014 Webster University
Jacksonville, FL, USA
Information System Management
Master of Arts
Coursework included but not limited to: Information Management Security, IT Procurement and
Contracts, IT Project Management, Organizational Behavior and IT Systems and Networks.
2013 Columbia College of Missouri
Jacksonville, FL, USA
Business Administration
Bachelor of Science
Coursework included but not limited to: Strategic Management, Computer Systems and
Assembly Languages, System Analysis and Design, Object Orient Programming in C++,
Principles of Management, Business Information Systems, Accounting, Economics and
Business Finance.
Activities and Honors
Former member of PMI from 2014-2015
Local Boy Scout Volunteer