Technical Support Engineer

Jacob A. Rietschy

*** ****** ***. **********, ** 19803 717-***-**** *****************@*****.***

Summary

Driven IT professional with the dedication and skills to succeed. Detail oriented technician that takes ownership of an issue until a resolution is achieved.

Education

MASTER’S 2015 TOWSON UNIVERSITY

Major: Information Technology

Certification: Networking

3.8 GPA

BACHELOR OF SCIENCE 2010 UNIVERSITY OF PITTSBURGH

Major: Psychology

Minor: Administrative Justice

Experience

TECHNICAL SUPPORT ENGINEER II HELION AUTOMOTIVE TECHNOLOGIES 2015 - PRESENT

Resolves halt of business level issues to prevent loss of revenue.

Works directly on Domain Controller servers to configure user profiles, hosted software and data extraction.

Mentors and trains level I associates.

Assists on field calls with fixing or replacing defective equipment.

Communicates with third party vendors to resolve hardware and software problems while keeping interruption for the client to a minimum.

Experience working on site for projects, directly interacting with clients. Duties include setting up servers, switches, upgrading hardware and implementing new systems.

TECHNICAL SUPPORT ENGINEER I HELION AUTOMOTIVE TECHNOLOGIES 2014 - 2015

Managed inbound technical support calls from clients with high priority issues.

Resolved errors regarding computer software or hardware operation.

Installed and performed repairs to hardware, software, or peripheral equipment.

Set up user accounts, regulated and monitored file access to ensure confidentiality and proper use

Configured and tested computer hardware, networking software and operating system software.

Maintained customer correspondence and relevant internal information to support tickets via ticketing system.

QUALITY ASSURANCE TECHNICIAN AIM PRECISION MACHINING 2013 - 2014

Coded programs in CNC CMM automation equipment.

Inspected complex parts.

QUALITY ASSURANCE MANAGER EAGLE MACHINING USA 2012 - 2013

Managed the Quality Control Department.

Compliant with ISO certifications.

Responsible for inspection of product.

Expertise in blueprint reading.

Proficient with CNC CMM (PC-DMIS software), Manual CMM, micrometers and other equipment.

MENTAL HEALTH WORKER CHILDREN’S HOME OF YORK 2010 - 2012

Worked with troubled youths with behavioral difficulties.

Used therapeutic methods in a residential treatment facility.

Built relationships with problematic youth.

Skills and Abilities

Microsoft Office use and troubleshooting

Active Directory

Microsoft Exchange

DHCP, IPv4, DNS

Windows XP, 7, 8, 10, Server 2008 and 2012

Can work as part of a team, a leader or alone

Network communication troubleshooting

Amateur level user of Powershell and Putty

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