Technical Support Help Desk

Andrew Kollmer

631-***-**** *********@*****.*** andrew-kollmer-a8772841

Education

Juniper Networks

Learning

Academy

Independent

Study

June 2013-

October 2013

Comp TIA A+

Certi cation

(Hardware)

Independent

Study

August 2012

BPS Advertising

Design

Empire State

College

Old Westbury, NY

May 1994

Skills

Windows 7, 8, 10

Server 2003, 2008

and 2012

O ce 2010, 2013,

2016 and 365

Goverlan

Awards

Prestige

Employee

Administrators

Employee of the

Quarter, Q1 2016

Field Experience

Prestige Employee Administrators IT Manager : March 2015-Present Solely support the stable operation and functionality of all in-house PCs

(Windows 7, Windows 10), printers, phones, servers, network services, and other hardware within an o ce environment of 100 end-users. Implement and manage the processing of incoming requests to the Help Desk via ticketing system, telephone, email or in person to ensure courteous, timely and e ective resolution of end-user issues.

Perform hands-on xes at the desktop and server level. Administer the management of servers and their associated operating systems

(Windows 2003, 2008, 2012) and software including anti-virus and intrusion detection systems.

Provide on-call, 24/7 technical support when required. Install, con gure, test, maintain, monitor and troubleshoot end-user hardware, networked peripheral devices and software products. Custom design and present group trainings to all end users in proper Cyber Security practices on a quarterly basis.

Administration of user accounts, permissions, and access rights via Active Directory.

Experience with con guration and management of a Datto brand appliance (an on-site and cloud backup device).

Manage all end-user email accounts and encryption via hosted email provider. Operate and manage Barracuda SSL VPN device and Barracuda Web Filter. Handle the acquisition of desktop computers, servers and other hardware when required.

Assist in other IT projects as assigned by the IT Director or CTO. Handle all end-user VOIP telephone accounts and diagnostics via interface of third party provider.

Working knowledge of Hyper-V server; currently oversee 10 remote users on the device.

Experience with backups and Disaster Recovery scenarios with Continuity Centers, an o site service provider.

Excellent people skills. Highly respected by management, co-workers and vendors.

CSDNET Help Desk Technician/Assistant System Administrator : Oct. 2012-Feb. 2015 Supported the operation and integrity of all in-house PCs (Windows XP, Windows 7, OSX), printers, network services, and other hardware within a school district.

Assisted in the processing of incoming requests to the Help Desk via ticketing system, telephone and/or email to e ectively resolve end-user problems. Administered the basic management of servers and other associated operating systems (Windows 2003, 2008, 2012) and software including anti-virus nd intrusion detection systems.

Administration of end user accounts, permissions, and access rights. Provided on-call technical support when required.

Installed, con gured, tested, maintained, monitored and troubleshooted end- user hardware, software, networked peripheral devices and software products. Performed other tasks and assisted in IT projects as assigned by the Account Manager.

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