IT Support, Desktop Support, Help Desk Analyst

MATTHEW SCHMUNK

**** ****** ** *** * Columbus, Ohio • 43229 • 614-***-**** • **************@*****.***

Infrastructure Support Analyst • Help Desk & Desktop Support • Client Manager/Vendor Relations

Troubleshooting with Customer Service Focus • Marketing & Communications • Sales Leadership

CompTIA A+ Certified IT Professional with 3 years IT helpdesk and hands-on experience and adept troubleshooter with strong analytical, deductive reasoning and customer service experience seeks opportunity to apply relevant experience while continuing to learn new and grow new skills. Very articulate, dependable, punctual and detail oriented with experience supervising and directing teams and working in a collaborative work atmosphere. I am looking for a growing organization where I can use my IT experience alongside my soft skills in a way that allows me to help your company. I have experience using several ticketing systems, documenting common problems and the necessary troubleshooting steps taken, along with the results derived from this process. If your organization could use a solid performer who takes pride in his work, enjoys a good challenge, and wants to grow his IT career with your company, I'm definitely your guy.

Technical Summary:

3 years PC Technician, Desktop Support

3 years Trouble Ticket System Entry

Software & Hardware Testing

Analysis of Network Systems

Network Continuity Troubleshooting

Command Line Interface Testing

Installation & Wireless Router Configuration

Network Adapter Configuration

Remote Desktop Troubleshooting

Created custom CAT5 network cabling

Cable Terminations of RJ-45 & Punch downs

Cable Management

Performed Routine System Maintenance

Optimization & Security Patches for Win XP, Vista, & Win 7

Applied Windows Operating System Updates

Installed & Configured Driver Updates

OS Installation ; System Imaging

Asset Management & Tracking

Microsoft Windows XP & Win 7 Support

MS Office Support (2007, 2010, 2013)

Installation & Setup of Hard Drives, Video Cards, USB Controllers, Peripherals, Memory & Motherboards

Firmware Updates

Verification of Hard Disk Backups

Setup of Virtual Windows Environments

Virus, Malware, Bloat ware Removal

Partition, Format, Setup SATA, PATA, and SSD Drives.

Experience configuring and setup for iPad, Android Phones & Tablets, Mobile Devices

Configured and set-up network printers

Used Virtualization VM Ware, and set up Windows Server 2008 with Virtual Machines

Installed flat screen TV’s & PC Monitors (wall mounted) including wire fishing, mounting plates, and installation of receptacles.

Education:

The Ohio State University Bachelor's Degree in Communications Apr 1999

Per Scholas, IT Workforce Dev't Valedictorian, A+ Certification Apr 2013

Per Scholas, IT Workforce Dev't Network + Cert (est. completion) Aug 2015

Employment History:

Independent Consultant Columbus, Ohio May – July 2015

Quality Assurance Technician

Refreshed old computers that were old XP machines, cleaned them up, verified everything was working as designed and that they were fully functional, and reinstalled / upgraded them to Windows 7 machines, installed patches and antivirus programs.

Follow up with end users to ensure total satisfaction with installation procedures.

Worked with installers to coach them on installation best practices.

Troubleshoot internet connections when customers experience connectivity issues both in person and over the phone / remote support.

Troubleshoot computer hardware, software, and network issues.

Q/A - oversee and correct Install Techs work, ensure that company standards and protocols are adhered to, while ensuring work was of the highest quality. Perform installation up to company standards when install technicians perform subpar work.

Network troubleshooting, desktop / pc support (MS Windows, Office, Virus / Patch Management.

Independent Consultant Houston, Texas Mar 2015

IT Support / Business Analyst for Confidential Company (1 month project)

Provided company with assistance by providing field support with IT tech support to ensure field personnel were able to connect their technology to internet.

Worked with company's in house IT developer to ensure that field testing was done on the newest Samsung Note 4 / Android devices.

I provided feedback to ensure all necessary input information was included in their programming to properly integrate their proprietary software with Google Maps for routing.

Performed field testing of the applications, reported on device functionality, and assisted in testing of programming changes. Advised of development shortcomings, so programmer could make necessary changes for company software rollout.

Independent Consultant Chicago, Illinois Jan 2015

IT Support / Business Analyst for Confidential Company (1 month project)

Provided field support for technology implementation of Windows based laptops with touch based screens / presentation software.

Ensured sales staff were able to access their presentations on the laptops, submit all necessary sales orders, and custom measurement forms, and ensure that the technology integrated with smartphone tethers / "hotspots" to remotely connect them to their order entry team.

Integrated all peripherals with all necessary mobile technology required (credit card reader, small document scanner, and thermal imprint mobile printers).

Provided remote and local IT support to ensure that everything was working properly with the technology setup and configuration, and ensuring full functionality of all devices required for their outside sales teams.

Nexus Practice IT Columbus, Ohio Feb 2014-Nov 2014 Client Manager, Vendor Relations, & Technical Support (open ended contract)

Establish relationships and rapport with a variety of vendors to obtain competitive pricing and products for our clients and their healthcare practices.

Create Trouble Tickets using AutoTask ticketing system using good questions to deliver accurate, detailed information for other technicians who are troubleshooting the issues.

Check Data-backups daily, perform password resets, remote desktop troubleshooting, virus scans and removal, Windows 7 configuration of various drivers, etc.

Create sales proposals for clients for projects, individual purchases, and multi-phase purchase plans. The proposals include items such as servers, workstations, laptops, enterprise software and desktop software as well as replacement parts, and upgrades. Comfortable using Microsoft Excel, Word, OneNote, and Adobe.

Coordinate and manage projects for small-medium size computer deployments, network / server installations, and evaluate /discover opportunities for various projects at clients sites.

Technology planning and opportunity discovery in collaboration with practice administrators and various levels of technicians, engineers, and C-level staff.

J.P. Morgan Chase Columbus, Ohio April 2013- Dec 2013 Technical Analyst, Service Operations Center - Site Engineering (9 month contract)

Experience using HP Service manager & Peregrine Enterprise Application Trouble Ticketing System

Monitoring of backend banking applications, infrastructure, operations, and mobile.

Intrusion detection monitoring, and batch / job completion monitoring.

Open and update incident tickets, and engage required support personnel.

Initiate and facilitate communications on bridge calls and other collaboration tools.

Ensure that actions are timely based on incident priority and interactions are professional

Identify and correct or advise on operational issues for supported environment.

Inform Operations Management, Problem Management, and Incident Management of issues/concerns escalating promptly when necessary.

Report any issues with the availability or functionality of tools required for effective and efficient execution of tasks, and delivery of quality services.

LogicSoft Inc. Columbus, Ohio Jan 2012 - Dec 2012

Computers & Network Support, Consultant (1 year contract)

Helped set up new VPN/File Server & SharePoint Server involved setting up wall network ports.

Migrated logicsoftusa.com emails to Office 365 from Gmail. Created new email addresses for TekAssociates LLC (@tekassociatesllc.com)

Upgraded existing systems in performance and installed new software such as CRM server for training, Desktop PC's in Consultant Room.

Maintaining servers in backups, windows updates, virus scanning.

Troubleshoot/help consultants and other employees computers and/or Smartphones.

Assist-coordinate the last CRM training, and provided technical help to trainers and trainees.

Written instructional documentation for VPN and office 365.

Troubleshoot network issues.

Self Employed Columbus, Ohio Dec 2004 - Dec 2011 Financial Consultant & Real Estate Entrepreneur

Utilized on-line resources to acquire leads and set appointments

Performed client needs assessments, gave sales presentations and provided solutions for their problems.

Procured and presented competitive analysis of comparable products in marketplace.

Provided financial protection for families liabilities, assets, and received 75% referral rate to help others.

Performed hands-on renovations and rehabilitation to projects on 4 separate residential properties.

Renovations consisted of basic carpentry, hanging and finishing drywall, installation of toilets, sinks, basic plumbing, painting, and many other home improvements (ceramic tile and hardwood flooring installations.)

Time Warner Cable / Insight Communications Columbus, Ohio Dec 2001- Apr 2009

Direct Sales Representative, Promoted to Lead Sales Supervisor

Acquired new customers (Business Development), earned back previous customer accounts, performed in top 2% of sales representatives in United States, while consistently exceeding sales quota by 200% monthly.

Played key role interviewing, screening, hiring, and training new sales representatives.

Supervisor over 25 direct sales representatives.

Conducted field training with new hire salespeople, prospected for new business opportunities through assigned territory throughout the Central Ohio territory.

Uncovered huge untapped market for computer technical assistance; conducted market research on specialized project idea, “A.C.M.E.” which provided alternative to Best Buy’s “Geek Squad” to help customers get computer fixed by specially-trained Time Warner computer technician.

Discovery of need for “A.C.M.E.”. Occurred while prospecting for new high-speed internet customers; many potential clients required technical-support help for non-working computers needing upgrades or fixes.

Collaborated with C Level Staff, including vice president, general manager, and president of Time Warner Mid-Ohio Division to develop program. Partnered with new business development expert; market tests proved idea had major potential for Columbus marketplace, however, idea never received funding due to budget cutbacks in new market segments.

UUnet Technology (MCI WorldCom) Hilliard, Oh Apr 1999- Nov 2001

Network Engineer, (Hands-on Software & Field Testing / Support)

Responsible for acquisition, logistics, and assembly of Internet Transport Equipment inclusive of cabinets, dial-up modems, NIC's, switches, and routers.

Performed hands on troubleshooting with equipment, and utilized FRU's to fix defective units.

Engaged in software & hardware testing ensuring all cabling was connected and working properly.

Responsible for tracking all equipment, procedures, results, and documentation related to AOL Migration Project.

Assisted Field Engineers with implementation of cable management disciplines.

Installation & configuration of dial-up internet access, routers, and wireless access points.

Updated databases, and participated in weekly conference calls to update management on project status.

Used UNIX based machines to initiate and complete command line interface testing.

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