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

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