KEVIN WIACEK

** ********* **. *******, ** ***** 731-***-**** ac8fv1@r.postjobfree.com

IT SUPPORT ANALYST

Quality-focused, A+ certified IT Professional with 16+ years of experience as systems technician and software/hardware support specialist within innumerable hardware configurations and software packages. Extensive experience in trouble-shooting and configuring multi-platforms for various operating systems. Skilled in proactive identification and resolution of critical systems/network issues. Proven ability to create and deliver solutions that meet and/or exceed corporate objectives tied to business and technology performance. Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

KEY SKILLS

Technical Troubleshooting Software Installs Phone & Online Support User Training Support

Hardware Configurations LAN Connectivity Client/Server Models Customer Service

Multi-National Team Collaboration Problem Diagnosis Preventive Maintenance Complaint Resolution

TECHNOLOGY PROFICIENCIES

Process Improvements Kaizen

Call-Tracking Tool: Cherwell

Software: MS Office (various versions) (Word, Excel, Outlook, PowerPoint, Access); VMware applications; SAP; Main frame emulation; Imaging; ClickShare; PDF Viewer; Badging systems; TeamViewer; anti-virus programs

Browsers: Chrome; Safari; Firefox; MS Edge; IE; Navigator; Opera

Hardware: PCs; laptops; telephone systems; printers; scanners; routers; modems; drives; RF Scan devices; WYSE thin Clients

Networking: LAN & VPN/remote connectivity; TCP/IP; FTP

Platforms: Windows; Citrix; Mac OS X; mobile platforms

PROFESSIONAL EXPERIENCE

Komatsu America Corp, Ripley, TN

IT Support Analyst: January 2011 – Present

Lead help-desk computer technician for a prominent world-wide Construction & Mining Manufacturing Company with a primary responsibility as the Master North American Service Parts Distribution Center located in Ripley, TN.

Responsible for complete day to day (24/7/365) support for 300 local computers and 210 various devices as well as support for an additional 25 computers and 55 devices at 25 remote locations throughout the U.S. and Canada.

Responsibilities include but not limited to:

Diagnosing, troubleshooting and resolving a range of software, hardware and connectivity issues. Excel at asking probing questions and researching, analyzing and rectifying problems. Testing to insure smooth/successful launch prior to release to end users, follow up with training and implementation support as required. New unit deployment, systems performance, forward planning regarding system upgrades, PC upgrades and support for both hardware and software for all peripheral devices. Provide training, mentoring and development of junior techs.

Accomplishments:

Routinely exceed the repair ticket resolution goal, closing tickets within 2.0 hrs. resolution time/1.46 hrs. task completion time, with a goal of 2.5 hrs. resolution time/2.0 hrs. task completion time (20% reduction to goal).

PC upgrade to MS Office 365 and Windows 10. Update 165 PCs within 8 months, project completion 7 months (14% reduction to goal).

Reduce user PCs from Admin rights to local level users to eliminate the unauthorized installation of non-work-related Apps and data. Upgrade 165 PCs within 6 months, project completion 4.7 months (22% reduction to goal)

Implement new Voice over IP phone system for entire facility (400 units) within 60 days, project completion 50 days (17% reduction to goal)

Client Emulation software upgrade (BlueZone). Update 175 PCs within 90 days, project completion 78 days (13% reduction to goal)

Special Assignments:

Transitioned from Lenovo Think Centre PC’s to Dell Latitude Laptops and Dell Mini Optiplex PC’s.

Implemented Kantech Badging Security Software, allowing various levels of badge access for all employees and visitors based on security levels. Requested and assumed this project to allow the IT Manager to focus on other corporate directives.

Worked within a corporate team regarding the development, testing and deployment of a new parts system to include a total warehouse management system.

Participated in a special team responsible for establishing total network connectivity from cabling to PC deployment within a newly constructed facility.

Coordinated and developed a schedule with fellow technicians from various company locations regarding implementation of new images on PC’s thru MDTK (Microsoft Deployment Tool Kit).

HnedakBobo Group, Memphis, TN

Computer Technician: November 2006 – February 2010

Primary computer technician for a medium-sized architectural firm supporting 125+ computers and various hardware devises. Responsible for complete day-to-day operations of all end user computer systems including desktops, network printers, scanners, drafting plotters, video-conferencing equipment, digital imaging and phone communications.

Directly in charge of coordinating and implementing all PC upgrades and new deployments. Tested all hardware and software combinations to ensure compatibility, including testing and implementation of all operating system upgrades under the direction of the Network Administrator.

Responsible for managing, tracking and responding in a timely and professional manner to all reported IT support calls/requests.

Worked directly under the Network Administrator to help trouble-shoot and resolve network (TCP/IP), server (Windows) and Active Directory based problems.

The PictSweet Company, Bells, TN

Computer Technician: July 2000 – November 2006

Responsible for supporting and maintaining functionality of all computer/systems within corporate headquarters and 4 remote U.S. locations.

Education

Jackson State Community College, Jackson, TN

Course of study: Business Administration

Certifications

A+ Core Hardware Certified

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