DENNIS J. KETTERER

RESUME OF QUALIFICATIONS

*** ****** ***** *********: 262-***-****

Hartland, Wisconsin 53029 Email: acqvyg@r.postjobfree.com

OBJECTIVE: To obtain a Help Desk Support position which will allow me to demonstrate my abilities, and utilize my knowledge to make a contribution to Comcentia, LLC as well as continue to expand my Information Technology skills.

EMPLOYMENT: FROEDTERT HEALTH

Milwaukee, Wisconsin 1/08 to 5/15

Robert Half Technologies as a temporary employee from 1/08 to 5/08.

CLIENT SERVICES ANALYST

Service Desk position with responsibilities for supporting end users with hardware and software problems. Assists with issues relating to personal computing hardware, various business and clinical applications, MS windows, MS office products, and client access software. Analyzes and resolves first level problems. Responsible for responding to questions regarding the functionality, performance, and availability of business and clinical applications running on the network. Routes unresolved problems as appropriate.

WELLS FARGO/WASHINGTON MUTUAL

Milwaukee, Wisconsin 3/03 to 12/07

BUSINESS SYSTEM CONSULTANT (February ‘07 to December '07)

Identifies functional requirements and documents mission critical Information Technology processes by developing a thorough understanding of process functionality. Facilitates discussions to extract, analyze and document business requirements for Information Technology processes. Translates high level business requirements into detailed documented policy and procedures for the Information Technology department. Database management to ensure computer/network assets are up to date and discrepancies are resolved.

PLATFORM TECHNICIAN (November’04 to February’07)

Provides outstanding customer support to ensure timely resolution to computer technical issues for both mortgage and retail banking operations. Responsible for assessing, documenting and resolving technical platform problems, escalating issues as necessary. Provides first line Desktop support. Serves as a liaison between other internal and external Information System departments to ensure issue resolution. Responsible for ongoing communications to Operational Management regarding issue resolution. Accountable for application testing prior to full implementation.

ESCROW SPECIALIST

Analyze escrow accounts to identify shortages or overages, determine trends and proactively resolve problems to minimize customer impact.

MORTGAGE CUSTOMER CARE SPECIALIST

Responsible for responding to incoming phone calls regarding all aspects of mortgage loans. Able to troubleshoot customer questions regarding payment issues, payoff statement requests, paid in full issues, interest, escrow, billing questions as well as many other customer inquiries and concerns.

FIFTH THIRD FINANCIAL CORPORATION

Milwaukee, Wisconsin 9/02 to 3/03

TECHNICAL CUSTOMER SERVICE REP – CALL CENTER

Respond to complex customer/merchant technical needs via telephone or email, answering inquiries, solving non-routine problems, and entering data into a database. Able to assess customer needs and suggest or promote alternative products and/or services. Troubleshoot credit card terminals.

NEW BERLIN SCHOOL DISTRICT

New Berlin, Wisconsin 1/02 to 5/02

NETWORK COORDINATOR

Cooperative experience included hardware installation and replacement, software implementation, troubleshooting network problems, imaging various computer models and operating systems, as well as, updating the latest version of desktop programs to network workstations and laptops. Assisted in creating users and applications, and assigned rights to users and applications. Worked within nine elementary, middle and high schools that encompassed thirty servers running Novell NetWare 5.1 and Windows NT.

EDUCATION: Waukesha County Technical College – Pewaukee, Wisconsin

Associate Degree – Network Specialist completed May, 2002 GPA 3.97/4.00

Simultaneously earned an Advanced Technical Certificate in Networking

SKILLS: Operating Systems: Windows 95/98/2000 Professional, Windows 2000 Server, XP Professional, Windows 7 Professional, Windows 8.1, Novell NetWare, Unix

Microsoft 2003/2007/2010 Office Suite: Word, Excel, Access, PowerPoint

E-mail: Outlook

REFERENCES: Furnished on Request.

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