Technical Support Analyst

John Edward Pabst ***-

***-****

**** ******** ******, ******, ********* 53403

************@*****.***

PROFESSIONAL PROFILE

Experienced Information Technology professional with over 10 years of desktop support with

exposure to various platforms and IS institutions

• •

Windows 2000, XP, Vista, Remedy, CA Service Desk, HP Service

and 7 Enterprise Manager ticket tracking software

• •

Server 2000 and 2003 Microsoft Office Professional 2000 –

2013

• Dell laptop/desktop

• Outlook 2003 – 2010

• HP laptop/ desktop

• Lotus Notes

• VMware VSphere

• HP, Lanier, and Ricoh MDF Network

• Active Directory

Printers

• Virus/spyware/malware detection and

• Adobe Acrobat Pro 5 - 9,

cleanup.

• Apple, Android Mobile Device

• Wireless setup, configuration, and

Support

troubleshooting.

• PC/Laptop Peripheral break/fix

troubleshooting including building,

ongoing maintenance, and upgrading.

PROFESSIONAL EXPERIENCE

BMO Harris Bank, Milwaukee, Wisconsin

Senior Support Technician

October 2014 – Present

Achievements:

• Company-wide conversion from Windows XP to Windows 7

John Edward Pabst 262-***-**** ************@*****.***

Page 2

Professional.

Responsibilities:

• Following detailed build process to ensure all conversions finished

w ithout issue.

• Maintained organized spreadsheet of each nights’ conversion list.

• Taking part in next-day C+1 support of all new conversions to resolve any

potential issues or learning curves.

• Assisted with daily end-user issues as needed.

• Troubleshooting of user and computer accounts in active directory.

• Troubleshooting of all software to reduce user downtime.

Cardinal Health, Waukegan, Illinois

Desktop Support Analyst

November 2013 – July 2014

Achievements:

• Company-wide conversion from Windows XP to Windows 7 Professional.

• Effective prioritization of daily activities to ensure excellent customer service and

maintain SLA agreements.

Responsibilities:

• Installation and support of Dell laptops and desktops.

• Installation and support of software such as Microsoft Office 2010, Adobe 9 and 10

Professional.

• Support of in-house mainframe emulation applications such as IBM iSeries.

John Edward Pabst 262-***-**** ************@*****.***

Page 3

• VOIP desktop phone installation and support.

• Troubleshooting network connectivity issues including wired and wireless.

• Troubleshooting network printer issues.

• Assisting end uses with their transition to Windows 7.

Northwestern Mutual, Greenfield, Wisconsin

Servicedesk Analyst

November 2012 – November 2013

Achievements:

• Support clients nation-wide in a fast paced helpdesk environment

• First Class customer service

• Consistently exceeded monthly SLA standards for phone support and helpdesk.

Responsibilities:

• Remote support of Windows XP and 7 Professional

• Support of Office 2007, 2010, Adobe Acrobat Professional, etc.

• Tier 1 support of in-house apps such as Network Illustration System, Personal

Planning and Analysis, and The Network Connection.

• Support of Dell laptop/desktop/printers.

• Apple and Android mobile device support.

• Investigation of issues and documentation into HP Service Manager ticketing

John Edward Pabst 262-***-**** ************@*****.***

Page 4

system.

• Thorough analysis of all issues prior to escalation to software vendors.

SC Johnson, Racine, Wisconsin

Local Technical Support Analyst

June 2006 – August 2012

Achievements:

• Support of over 1200 clients in a professional environment.

• Successful Remediation from Windows XP to Windows 7 Professional

• Consistently exceeded monthly SLA standards.

Responsibilities:

• Support of Windows XP and 7 Professional

• Support of Office 2007, 2010, Adobe Acrobat Professional, etc.

• Palm device installation and support.

• Management of user account permissions in Active Directory.

• In-house hardware support of Dell laptops/desktops.

• Support of MDF devices such as Ricoh and Lanier.

• Investigation of issues and documentation into CS Servicedesk ticketing system.

• Collaboration with other teams to resolve various issues such as LAN and WIFI

connectivity.

EDUCATION

John Edward Pabst 262-***-**** ************@*****.***

Page 5

Herzing University Online, Kenosha, Wisconsin

Associates of Computer Science

In Progress – Will be completed Christmas, 2015

REFERENCES

References are available upon request.

Contact this candidate