Customer Service Technician

TONY WILBERG

***** ******* **** . **************, ******** 22408

703-***-**** . *********@********.***

DESKTOP SUPPORT TECHNICIAN ~ NETWORK TECHNICIAN

Service-focused technical leader with 10+ years of success installing,

configuring, and supporting advanced IT and network solutions for

organizations with dynamic connectivity and performance requirements. Well-

qualified with progressive career spanning a full range of IT operations,

desktop engineering and support, network administration and security, and

onsite/remote technical support under mixed computing environments.

. Proven expertise in diagnosing and resolving complex hardware, software

and networking issues, ensuring full functionality and responsive 24/7

support for thousands of users across multiple locations.

. Respected by managers, colleagues, and users for customer service

mentality, tenacious troubleshooting skills, and unwavering commitment to

client satisfaction.

. Recently attained Certificate in Advanced Networking; currently pursuing

AAS in both Networking and Network Security.

TECHNICAL SKILLS

Operating Systems: Apple OS X, Windows, Linux, Cisco, Apple IOS, and

Android

Server Software: Suse Linux Enterprise Server and Desktop, Active

Directory, VMware, Novell Open Enterprise Server, Groupwise, Novell

Zenworks, Altiris Helpdesk, Lotus Notes, Cisco Call Manager, Directory

resource Admin, Openlink, Altiris Deployment Console and Cisco IOS

Software: Office Suite. Dreamweaver, Virtual Business Software, Adobe

Creative Suite, Intellidesk, Igpro Gradebooks, ExamView, Radmin, Symantec

Antivirus, Netop Schools, Remote Desktop Software, Consoleone, eHelpdesk,

Zen7Snapshot and ProDiscover Basic/Forensic Software

Hardware: Monitors, Printers (Standalone & Network), Scanners, Hard Drives,

Power Supplies, Memory, Routers/Wireless Routers, Switches, Processors,

HP/IBM Servers, Projectors, Classroom Response Systems, Audio/Visual

Technologies, Interactive Whiteboards, Mobile Laptop Carts, and Medication

Carts

Networking: Cisco 1941 Routers, 1841 Switches, CAT NIC's, Patch Panels,

Network Cabling, Network Fundamentals and Knowledge

Tools: Crimpers, Power Tools, Saws, Multimeter, Power Supply & Equipment

Testing Devices

Methodologies: HDI, SLA

PROFESSIONAL EXPERIENCE

GERMANNA COMMUNITY COLLEGE, Fredericksburg, Virginia . 2013 - Present

Full Time Student

Currently pursuing Associate of Applied Science Degree in Network Security.

Relevant coursework includes Intro to Info Sys, Cisco Networking

Fundamentals, Switching/Wireless/WAN, Basic Switching & Routing, Cisco WAN

Technologies, Network Security Basics, and Computer Forensics I.

. Successfully completed numerous Cisco Skill-Based Assessments.

. Performed data recovery and forensics analysis of computer hard drive

mirror images.

MARY WASHINGTON HEALTHCARE, Fredericksburg, Virginia . 2011-2013

Service Desk Analyst II

Administered and optimized high volume Service Desk supporting daily

operations and thousands of users across multiple locations. Created,

resolved, and routed incident and request tickets. Proactively identified

and controlled events impacting enterprise and network infrastructure,

applications, servers, hardware and software. Prioritized and managed

thousands of inbound requests and changes annually; resolved escalated

issues while ensuring highly responsive support, business continuity, and

near 24/7 uptime, availability, and information security. Mentored and

trained new technicians.

TONY WILBERG . Page 2 . 703-***-**** . *********@********.***

MARY WASHINGTON HEALTHCARE Continued:

. Undertook and successfully completed complex project of re-evaluating

600+ comments among service desk tickets suspected of producing SQL

errors within Altiris Problem Management System. Resulted in dramatic

reduction of lost service tickets while elevating division-wide service.

. Monitored and maintained highly responsive support, 24/7 functionality,

SLA compliance, and customer service excellence.

. Commended for maintaining exemplary record of 1st call resolution.

. Successfully obtained HDI Certification, passing exam with near perfect

score of 98%.

PRINCE WILLIAM COUNTY PUBLIC SCHOOLS, Manassas, Virginia . 2011

Technical Support Specialist

Recruited by 4th largest school system in the Washington Metropolitan Area

to provide high level support for desktop and network environments,

systems, hardware, and peripherals. Performed installation, configuration,

upgrade, and maintenance of desktops, laptops, physical/virtual servers,

LAN/WAN, data/voice communications systems, and VoIP technologies.

. Successfully planned and executed deployment of 150+ new computers and

configuration of 200 additional systems within 1st month of employment.

. Delivered high level problem analysis/resolution and break-fix support,

leveraging technical knowledge and communication skills to ensure quick

resolution of business critical issues.

STAFFORD PUBLIC SCHOOLS DISTRICT, Stafford, Virginia . 2005-2011

Computer Technician / Trainer

Administered and maintained expansive Novell Network comprised of 2500+

Novell user accounts and 200+ GroupWise email accounts and mail

distribution lists. Administered appropriate tools, diagnostic procedures,

preventive maintenance and troubleshooting techniques for desktop systems,

networks, and peripherals. Configured and managed desktop environments,

network protocols and services; recommending strategies for system

optimization. Performed hands-on network design, installation, and

configuration. Scheduled and managed software package testing, deployments,

updates, patches, and upgrades.

. Quickly and efficiently diagnosed and resolved complex issues with large

inventory of 1000+ items such as desktops, servers, monitors, printers,

scanners, interactive whiteboards, and laptops.

. Drove full lifecycle delivery of numerous technical projects,

aggressively meeting project milestones, and deadlines.

. Achieved highest levels of user satisfaction based upon timely

implementation and issue resolution with zero downtime.

NOTE: Earlier career history includes role as Computer Technician for Sigma

Systems (2004-2005).

EDUCATION

Associate of Applied Science, Network Security (Currently Pursuing - Est.

Completion 2016)

Career Studies Certificate, Advanced Networking (2014)

Germanna Community College, Fredericksburg, Virginia

TRAINING & CERTIFICATIONS

HDI Certification . Advanced Networking Certificate, Cisco Version 5

Learnkey Online Expert, Learning Windows 7 . XEN and Cluster Server

Training

Xen Server Training . GroupWise Management Training

PC Forensics . iPrint Printer Management

Contact this candidate