Technician/Help Desk
Resume:
Elko New Market, MN ****0
Brian ********@*****.***
BRIAN KELLER
SYSTEM KNOWLEDGE Operating systems (Windows Xp through Window 10), MsOffice, Vsphere, Hyena, Lifepro, Ipad and Iphone email, Connectwise. Outlook, Microsoft teams, and IBM notes.
EXPERIENCE Technician 1, American Enterprise
May 2015 – Present
Provide Technical support to internal and external users on a consistent basis, track trouble tickets to escalation or resolution, note all interactions with people, Provided users help with a diverse range of systems with physical and virtual desktops. HOME HEALTH AIDE, IOWA MEDICAID ENTERPRISES
April 1998 – Present
Providing Direct Care to Handicapped Individuals. Cooperation with various agencies and providers to make sure all duties for individual is covered. Technician, Mediacom Communications
May 2014 – May2015
Providing direct call support to Users that called in about their technical issues. Technician, Staples
October 2013-May 2014
Diagnosing and Fixing customer PCs. Updating all new computers to Win8.1 and installing relevant security software. Direct customer contact and Sales. COLLECTOR 1, IOWA STUDENT LOAN/ACTION STAFFING
November 2011- Febuary2012
Outbound phone calls to students to make payment arrangements and educate them as to options in payment plans and deferments.
Customer Service Representative, Qwest Communications/CenturyLink October 2001-October 2011
Inbound customer calls in a Call Center Environment. Helping customers understand complex billings, while upgrading services on their account. EDUCATION Associate of Arts in Information Technology/ Network Admin-DMACC-Ankeny, Iowa 3.2 OVERALL GPA. COURSES INCLUDING CISCO ROUTERS, CISCO SWITCHES, MICROSOFT WINDOWS7, WINDOWS SERVER 2008, ACTIVE DIRECTORY, FORENSIC OPERATING SYSTEMS BA OF SECONDARY EDUCATION - GRANDVIEW COLLEGE-DES MOINES, IOWA BA OF PHYSICAL SCIENCE - GRANDVIEW COLLEGE-DES MOINES, IOWA- 3.2 overall GPA, areas of concentration Chemistry, Biology, Computer Science COMMUNICATION
SKILLS
At American Enterprise, worked with insurance agents and customer service representatives, explaining issues in a concise way so that they could replicate it, and deescalating calls from Agents about their systems, and then getting them working again. Connected to virtual machines, to diagnose and fix any issues, and escalated any further issues to the appropriate department. Explained hard concepts to end users over the ten years of working at Qwest. Subject Matter Expert, training new employees in both DOS and Windows based systems. Part of Loyalty Team that handled complex issues on customer accounts while possibly upgrading services.
LEADERSHIP AND
AWARDS
Member of ISECDC (Iowa StateCyber Defense Competition) 2012, 2013 Assistant Webmaster for Music In the Metro.
Bravo Club (top10% of the call center) 2003, 2005, 2006, 2008 REFERENCES Lance Patience, IME employer, 515-***-**** Larry Raphaelson, Retired; 515-***-****
Will Dobbins, Barilla; 515-***-****
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