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Customer Service Support, Technical Support Analyst, Project Coordinat

Saint Paul, Minnesota, United States
November 14, 2017

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Bill Maneval - CPPM

Minneapolis, MN


Home: 612-***-****

Career Summary

IT Consultant with over 15 years of IT experience providing hands on hardware and software support on desktops, laptops, tablets, and mobile devices.

Experience troubleshooting hardware and software: Windows 10, 7, Vista, XP environments.

Computer, laptop, tablet repairs, complete rebuilds, creating and deploying images for; Dell, Panasonic, IBM, HP

Technical documentation of changes to workstations, servers, network, peripheries, and software configs

A.A.S and Associates in Computer Network Support including Microsoft, Cisco, and CompTIA coursework

Project Management training for better implementation of IT Projects

Received HP certification March 2015

Received CompTIA A+ certification April 2016

Excellent empathic customer service skills, having received numerous documented notes/awards of gratitude from numerous positions

Technical Skills

Windows versions: 10, 8, 7, Vista, XP, Windows Server 2008 R2, Many different distros of Linux

Software: Microsoft Office (365, 2016.2013, 2010, 2007, 2003)

Hardware: Laptops; Various manufacturers Desktops; Various manufacturers Servers; Blade, Rack Mounted, and Standalones of various manufacturers Network Cabling in corporate environments, SOHO networking,

Professional Accomplishments

MN.IT@MnDOT IT Service Desk Beacon Hill Staffing March 2017 – Present

IT Desktop Support Specialist/Consultant

Customer-Facing role assisting with update of hardware, operating system, and software titles for a managed project


Provide PC support for hardware/software support needs.

Image, configure, troubleshoot hardware issues, setup and troubleshoot peripherals, perform routine maintenance, assist with upgrades, field support, incident response escalated to MN.IT@MnDOT IT Service

Install Microsoft Windows operating systems (Windows 7, Windows 10) onto desktop/laptop/mobile devices with Microsoft SCCM

Break/Fix desktops/laptops/mobile devices including warranty repair and coordinating On-Site support with Dell vendors

Process incoming requests for access request forms, self service requests, customer follow up, and monitoring systems;

Assist in department wide projects, and perform duties assigned to meet the objectives of MN.IT@DOT's IT Service Desk

Remote assistance

Customer facing support responding to requests, incidents, or seeking knowledgeable information on processes

Determine stakeholder requests and needs and provide set of options to choose

Project Coordination between staff and stakeholders

Managed and created spreadsheets to exhibit project status

Trained colleagues on newly adopted processes, software and hardware tools

Freelance IT Consultations 2002 - Present

IT Desktop Support/Consultant

Provide hands on and phone support for hardware and software issues, with emphasis towards great Customer Service and expeditious response time, to various clients including; Greg Vesey Insurance (Enumclaw, WA) Micromind Computers (Bellevue, WA) Centrix LLC (Kirkland/Kent, WA) KR Parady Accounting (Bloomington, MN) QMS Consulting (Twin Cities area, MN) Action Auto (MPLS) Freelance


Troubleshoot Hardware/Software issues

Install/Configure/Replace Hardware and Software

Network/Internet Connectivity

Install/Configure/Troubleshoot/Replace Peripherals

Backup and recovery of user data

Persona/Remote/Phone Support for Personal and Business Clients

Future Device Consultations

Documentation of processes and changes

Children’s Hospital of Minnesota September 2013 – August 2016

Go-Live Support and Off-Site PC Image Specialist Robert Half Technology Converted to FTE June 2014 as Technical Support Analyst

Imaged and built PC’s, laptops, and tablets to spec and provided phone, hands-on, and remote support for users in newly acquired Clinics as part of the network. WinXP & Win7 environment PIP Project Skytower Project Windows 7 Project

Responsibilities: Support 6000+ users and equipment

Exceptional Customer service

Strong Work ethic

Special Projects: Voluntary and Assigned

Daily Duties included, but not limited to:

Pushed software packages via Altiris

Supported newly deployed devices and all peripheries

McAfee/Symantec HDD encryption Administration

Move, Add, Changes in AD

Troubleshoot hardware, software, network, and/or user errors

Extremely cognizant of patient care, patient data, and footprint within medical facility

Worked interdepartmentally to coordinate hardware/software

On-Call rotation post operation hours and 48 hours through weekends, successfully

MDM via AirWatch secured app

Various IT Contract Positions 2010 – 2013

IT Support Technician Robert Half Technology Stein Industries – Jul – Sep 2013

Handled daily maintenance of enterprise networked devices

MAC of Mitel Phone administration for users

MAC AD/Exchange servers for users

Researched and presented resolutions for atypical issues

System Support Specialist Robert Half Technology Regis Corporation – May – Jul 2013

Phone and remote support of POS install project nationwide

Added/Edited entries in proprietary user knowledge base

Altered technical verbiage to communicate to non-technical personnel

Documented resolutions in HEAT Ticketing system

ITSD Support CompuCom / Insight Global Agency U.S. Bank – May – Aug 2012

Technical support of desktops, laptops, printers, applications, and related technologies

Documented resolutions in HP Service Manager ticketing system

Installed/transferred SW titles/licenses via Marimba and License and Configuration Management Server

Reassigned workstation/laptop profiles for new employees and contractors

Operation Center Representative Virtual Radiologic – Dec 2010 – Feb 2011

Password resets

Verified placed orders

Strong communication with medical community via, phone, email, IM, and detailed notes in patient studies

Locate Technician/IT Desktop Support USIC, Inc. – Feb – Aug 2010

Critical communication skills between vendors, customers, and internal system

Laptop hw/sw support in field as well as central office

Technical documentation for local field techs

7 County Process Servers May 2007 – November 2009

Process Server/IT Desktop Support

Responsible for Office management and delivering legal documents to individual(s) provided by a court or administrative body’s jurisdiction including court orders, summonses, and subpoenas but also was responsible for the clients hardware and software infrastructure.

Statewide Rent-A-Fence, Seattle, WA May 2003 – April 2007

Installer/IT Support

Hired on for customer service and installation of products but split time managing the companies IT systems providing hands on support for hardware and software issues.

Alstom-Esca, Kirkland, WA October 2001 – April 2003

Hardware/Software Technician

Assisted with Turn-Key I.T. solutions for international energy conglomerates, server to workstation staging for deployment by field engineers


Bellevue College, Bellevue, WA

Associate in Arts and Sciences, General

Associate in Arts and Sciences, Computer Network Support – (Coursework included Microsoft MCSE, Cisco CCNA, and CompTIA A+ Curriculum)

Graduated Cum Laude

University of St. Thomas, Minneapolis, MN

Mini-MBA Project Management (CPPM Accreditation)

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