Henry Fortmuller

*** *** ****** ****** **, ***** 732-***-**** ac7ca8@r.postjobfree.com

Help Desk Technician / Network Technician

Level I & Level II Support ~ IT Troubleshooting ~ Desktop Support

Accomplished IT support professional with a consistent track record of exceptional client service combined with an extensive knowledge of customized desktop and networking solutions for large and medium sized companies. Software expert with advanced endpoint troubleshooting skills and basic server knowledge. Proven proficiency in researching, documenting, resolving, or escalating policies and procedures. Skilled in supporting software and connectivity issues remotely and on-site, administration and internal support of the company’s PCs, printers, servers, and related equipment.

Experience managing new projects and initiatives and going beyond the call of duty. Provide extended support during migrations and times of crisis. Excellent team building and communication skills leading to high customer satisfaction ratings. Highly organized and detail oriented with a strong commitment to “get the job done”.

Core Competencies

Help Desk Support

Troubleshooting & Problem Solving

Remote Desktop Support

Microsoft Help Desk System

Inventory Control

License Tracking & Configuration Management

Reporting & Research

Upgrades, Migrations & Maintenance

Professional Experience

PSN – Professional Search Network

Arrow Fastener, Saddlebrook, NJ

October 2017 to March 2018

Desktop Support Technician responsible for Tier Two desktop client support. The main responsibilities or the position included trouble shooting all escalated IT issues and the imaging configuration and distribution of employee desktops, tablets and laptops. Additional responsibilities were to install and maintain Network and local printers located in the office and warehouse.

NSC – Tiffany and Company, Parsippany, NJ

Tier Two Desktop Client Support – IT Provisioning Contractor

April 2017 to October 2017

Desktop Support Technician responsible for Tier Two desktop client support. The main responsibilities or the position included trouble shooting all escalated IT issues and the imaging configuration and distribution of employee desktops, tablets and laptops. Additional responsibilities were to create network accounts and provide user permissions in Active Directory.

Pangaia Partners, Paramus NJ

Build Engineer Consultant – IT Provisioning – Tier II Client Support

Covanta Energy, 2013 to April 2017

Client Engineer responsible for the deployment of new server and desktop computers into production.

The key responsibilities of this role included installation and configuration of new servers, operating

system configuration and troubleshooting of servers, desktops and laptops designated for multiple projects

and initiatives. Also responsible for creating the proper configuration documentation for each system.

Key technologies included Windows 2012 server, Windows 7, 10, System Center Configuration Manager and MS Office 2010,2013.

Selected Highlights:

Migrated approximately 3000 laptops and desktops from Windows 7 to Windows 10 via SCCM.

Five years SCCM work experience.

Installed, configured and deployed laptops and desktops following Covanta client PCs standards.

Migrated user data after replacing computers using USMT tools.

Legal Services of New Jersey, Edison, NJ

HELP DESK TECHNICIAN – Level II Support, 2008 to November 2013

Provided level II technical support for the LSNJ Helpdesk, which supported 750 users statewide. Efficiently supervised the helpdesk queue, documented issues and resolutions using a Microsoft Help Desk system. Installed software and hardware on Dell desktops and laptops. Resolved issues escalated from Level I support requiring advanced endpoint troubleshooting skills and basic server knowledge. Assisted with server related issues and management of new projects and initiatives. Answered all support inquiries and logged all information into the issue management system.

Selected Highlights:

Promoted to level II support after excellent reviews and client comments.

Implemented the Windows 7 build and laptop migration for all users.

Headed and maintained the LSNJ Kiosk project which installed stand-alone Kiosks in all the major administrative buildings throughout the state of New Jersey.

Troubleshot problems on the statewide network comprising Dell servers with Microsoft server products running on a complete Cisco infrastructure including Cisco VoIP systems and security products.

Provided technical support for Windows operating systems, Microsoft Office, Cisco, Legal Files, Access Databases and other applications for local and offsite users.

Philips Global Infrastructure Services, Philips North America, Ledgewood, NJ

NETWORK / DESKTOP TECHNICIAN, 2002 to 2008

Monitored help desk queues, voice and e-mail and respond to users. Set up desktops, laptops, printers and e-mail for new users. Performed network backups and managed active directory. Assisted staff and system operators with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software. Ensured desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems. Maintained production pack stations and provided technical assistance to system operators.

Selected Highlights:

Directed the wireless project and installed a wireless network throughout the 750,000 square foot company warehouse.

Provided network and desktop support for approximately 250 on-site users and 50 remote sales staff.

Implemented the Audit System functionality and maintained hardware and software inventories.

Lucent Technologies, Bell Labs, Whippany NJ

COMPUTER/PRINT OPERATOR, 1996 to 2001

Responsible for all aspects of print operations for companywide high-speed printers including input, retrieval, and maintenance of the printers and collating the reports generated. Involved in system backups, inventory records and control.

Selected Highlights:

Leveraged knowledge of Advanced Microsoft Excel, Microsoft Access and Lotus 1-2-3 for Windows to provide printer & computer support to approximately 2,000 users working at the Bell Labs Whippany facility.

Technical Skills

Windows Sysainternals Suite

SCCM Client Center

Network Scanner

Active Directory

One Note & Stickies

Help Desk Authority

Lotus 1-2-3 for Windows

Microsoft Access

Advanced Microsoft Excel

Educational Background

BS (Business Management, Marketing)

CLAIRON UNIVERSITY of PENNSYLVANIA

Training

AT&T Effective Customer Satisfaction; CompTIA A+ Operating Systems Training; CompTIA A+ Core Hardware Training; AT&T Telephone Courtesy; CBT Nuggets Microsoft Desktop Support Pro Windows 7 Enterprise Administration 70-686; CBT Nuggets HDI Desktop Support DST HDI-DST

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