Technician Support

Karl Blakely

Lead Software Support Technician - Royal Bank of Canada Wealth Management

Oakdale, MN

****.*******@*****.*** - 651-***-****

SUMMARY

• Bachelor’s degree with 10+ years in Desk Side roles including 3+ years in Level III and Sr. Support roles

assisting level 1 and level 2 desk side specialist.

• Coordinated issue escalation with other staff and handled escalated issues within the level 1 and level 2 help

desk departments providing training afterwards

• Analyzed data to point out KPI’s within the department and reoccurring trends and ensured all desktop

systems maintained expected levels of performance

• Provided and maintained all documentation supporting desktop-based systems

SKILLS Windows 7, Microsoft Office 2010, Microsoft SQL 2008, Remedy, Adobe Connect, LogMeIn, Remote

Assistance, Active Directory, McAfee Encryption Tool

PROFESSIONAL EXPERIENCE

Royal Bank of Canada Wealth Management (Tek Systems Consultant), Minneapolis, MN

LEAD SOFTWARE SUPPORT TECHNICIAN

February 2014 – present

• Provide remote software support for Financial Analysts

• Remotely connect to user’s computers to assist with software training

• Troubleshoot and resolve software issues

• Act as liaison between users and developers

• Respond to email and telephone support requests

• Document, track, and monitor incidents

• Provide timely feedback to users on incidents upon resolution

Boston Scientific (Tek Systems Consultant), Arden Hills, MN

DESKSIDE TECHNICIAN III

May 2013 – January 2014

• Provided onsite and remote desktop support for end users’ workstations and related equipment

• Configured and deployed workstations and printers

• Installed, configured, and troubleshot software

• Provided and maintained all documentation supporting desktop-based systems

• Ensured all desktop systems maintained expected levels of performance

• Tracked incidents and work orders

• Worked with Active Directory and McAfee Encryption

• Provided time feedback to user upon resolution

• Analyzed and gathered data to create knowledge bases on reoccurring issues and for spotting trends

• Utilized enterprise defined processes, procedures and tools to manage workstations

• Maintained service tickets and documentation for standard operating procedures

• Maintained inventory of assets

Blue Cross and Blue Shield of Minnesota (Apex Systems Consultant), Eagan, MN

SR. HELP DESK ANALYST

January 2013 – May 2013

• Provided onsite and remote support for workstations for Windows 7 upgrade

• Responsible for the Windows 7 Team

• Handled escalated issues within the level 1 and level 2 help desk departments, also provided training on

the issue afterwards

• Analyzed data to point out KPI’s within the department and reoccurring trends

• Responsible for troubleshooting issues regarding Windows 7 and Windows XP

• Provided remote assistance to in-house Blue Cross users

• Responsible for creating knowledge base regarding Window 7 issues

• Coordinated issue escalation with other staff

• Worked with Active Directory and McAfee Encryption

• Assist level 1 and level 2 with escalated issues. For example, will assist when a desk side specialist had

difficulty accessing the domain or if they cannot access an encrypted laptop, I can assist with that.

• Communicated progress and resolution status to IT management and staff

• Meets and exceeds departmental service level metrics

Capella University (Consultant for Apex Systems), Minneapolis, MN

ACADEMIC TECHNICAL SUPPORT ANALYST

September 2011 – December 2012

• Provided remote support for non-credit course

• Responsible for troubleshooting issues regarding eParachute website

• Responsible for communicating with users via e-mail and telephone

• Provided remote support for eParachute learners

• Responsible for updating eParachute knowledge base

• Provided remote support for virtual course rooms

• Meets and exceeds departmental service level metrics

Wells Fargo Advisors (Consultant for Apex Systems), Woodbury, MN

FIELD TECHNICIAN

June 2011- June 2011

• Provided onsite support for server upgrade

• Responsible to run automated scripts on each office computer

• Responsible to swap/install rack mounted servers

• Provided accurate information regarding migration

• Provided assistance to end users during post migration

General Dynamics (Consultant for CSC), Bloomington, MN

HELPDESK ANALYST II

February 2009 – June 2011

• Provided remote support for workstations

• Responsible replacing RSA tokens

• Responsible to assign, deploy, and recover tokens

• Responsible to record tracking token serial numbers

• Responsible for updating of the RSA database to remove recovered tokens

• Provided Remote Desktop Support to assist clients with software downloads

• Provided support for General Dynamic employees for VPN issues

• Performed Active Directory changes in Windows XP platform

• Responsible for creating Exchange e-mail accounts

3M Corporation (Consultant for TEK Systems), St. Paul, MN

IT HELPLINE SUPPORT

November 2007 – February 2009

• Provided remote support for workstations

• Troubleshot, diagnosed, and responded to user questions/problems for 3M clients

• Responsible for accurate reporting using Remedy ticketing software

• Responsible for unlocking passwords

• Ensured proper coordination, follow up, and resolution on a timely basis

• Maintained currency of knowledge

Bull Services, Eagan, MN

HELP DESK SUPPORT

February 1999 – December 2006

• Provided remote support for end users

• Troubleshoot, diagnosed and responded to user questions

• Support users with questions or problems regarding procedures

• Supported Lotus Notes for all end users

• Ensured proper coordination, follow up, and resolution on a timely basis

• Maintained currency of knowledge

• Monitored computer and network systems using operating systems utilities

• Responsible for receiving and executing requests

• Made JCL changes to schedule when needed or upon request

• Communicated with users to determine their output needs

• Scheduled jobs to meet the needs of the users

• Altered schedule to allow schedule to run efficiently

• Interpreted console messages from system software or applications program

• Reviewed jobs for successful completion or runs

• Reviewed codes and printouts for errors

• Maintained records required to supplement console log

• Communicated with programming and computer operations staff regarding errors

• Communicated important information with management on a daily basis

State Farm Insurance Woodbury, MN

CONSOLE OPERATOR

August 1989 – February 1999

• Console Operator for North Central Regional Office

• Initialized computer with required system software and operated computer system as directed

• Defined problems to detect and resolve

• Handled input and output media with due care for integrity of data

• Performed miscellaneous job-related duties as assigned

• Worked on weekend and shift rotation schedule

• Made JCL changes to schedule when needed or upon request

EDUCATION

Bachelor of Science degree in Philosophy, Illinois State University, Normal, Illinois Coursework includes work

in Logic and Mathematics

WORK EXPERIENCE

Lead Software Support Technician

Royal Bank of Canada Wealth Management - Minneapolis, MN - February 2014 to Present

Desktop Technician III

Boston Scientific - Arden Hills, MN - May 2013 to January 2014

Help Desk Analyst

Blue Cross Blue Shield - Eagan, MN - January 2013 to May 2013

Technical Support

Blue Cross Blue Shield - Minneapolis, MN - September 2011 to December 2012

Field Technician

Wells Fargo Advisors (CompuCom) - June 2011 to June 2011

June 2011

Helpdesk Analyst

General Dynamics (CSC) - Bloomington, MN - February 2009 to June 2011

Technical Support

3M - Saint Paul, MN - November 2007 to February 2009

Help Desk Support

Bull Services - Eagan, MN - February 1999 to December 2007

Computer Operator III

State Farm Insurance Company - Woodbury, MN - August 1989 to February 1999

EDUCATION

BS in Philosophy

Illinois State University - Normal, IL

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