Desktop Support Microsoft Office

Brian Sweigart

*** ***** *** ****** **********, PA 19567 484-***-**** *********@*****.***

Professional Experience

Insight (Supporting CNA Insurance), Wyomissing, PA 19610

Senior Services Technician, September 2016 – Present

IBM Corporation (Supporting CNA Insurance), Wyomissing, PA 19610

Lead End User Specialist, June 2010 – Present

CNA Insurance, Reading, PA 19601

Lead End User Specialist, May 2005 – June 2010

The job responsibilities for this role, listed below, have been utilized with the IBM Corporation and CNA Insurance positions. CNA managed serviced (outsourced) their IT support to IBM Corporation in 2010.

●Project lead of several major upgrades at multiple CNA locations in the Mid-Atlantic region. Leading a team of contractors to see the projects through to fruition.

●Subject Matter Expert/Team lead for four CNA locations located in Pennsylvania, Maryland and Washington, DC. Lend leadership and high level support to other regions across the US as needed.

●Supervise a team of four End User Specialists to support onsite, remote site and mobile staff of over six hundred end users.

●Senior level management support

●Lead technician for Windows 7 migrations at multiple customer locations in the Mid-Atlantic region. Migrating over five hundred end users.

●Install and upgrade configured network switches into the network infrastructure.

●Installation of Universal Power Supplies for network stability during unplanned power outages.

●Replace faulty hardware in network appliances.

●After-hours onsite support for network outages, power shutdowns, server installations or decommissions, upgrades, repairs and VoIP server reboots.

●Work with laptop users to get them connected either wirelessly or hardwired at home, hotels, airports or remote locations.

●Replace any and all failed hardware components in laptops, desktops and printers.

●Troubleshoot network and VoIP phone connectivity issues.

●Support end users as they try to use their home computer to work with company supplied remote tools to connect to company issued desktops.

●Use Altiris, Ghost and Microsoft supplied tools to load images on workstations and laptops.

●Support, configure, test and troubleshoot issues with mobile devices on the network.

●Troubleshoot, repair and install Xerox printers.

●Use each and every customer encounter as a learning experience.

●When confronted with an irate customer, find out what is frustrating them, and then get them to realize their issue is very important to you and will be addressed it quickly and permanently.

●Whenever you are working on a solution for a customer, always contact them on a regular basis with updates, so they are aware their issue is important and is being addressed in a timely manner.

●Following up with a customer after the resolution is implemented to ensure satisfaction.

Penske Truck Leasing, Reading, PA 19607

PC Repair Technician, May 2000 – May 2005

●Desktop support escalations via email, phone and ticket tracking

●Executive desktop support C-Level

●Repaired desktops, laptops, printers and servers

●Worked on a multitude of projects including software testing, support and implementation

●Setup video conferencing for senior level management

Education

PACE Institute, Reading, PA 19601

Associates Degree in Accounting

Mandatory IT training (forty hours a year) through IBM Corporation's online training system

Additional Skills

Microsoft DOS up to and including Windows 7

Mac iOS, Google Android OS, Blackberry OS

In-depth Knowledge of IBM OS/2, Mac OS X

Microsoft Office 97 – 2010

Lotus Notes 5.0, 8.5 and 9.1

Cisco AnyConnect (VPN)

Ghost, Altiris, Microsoft Distribution imaging packages

Switch/Router hardware repair and support

UPS installation and troubleshooting

Xerox printer troubleshooting and support

Secure Hub and Good Technology (mobility email client)

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