ANDY OLK

ad0di7@r.postjobfree.com

** ***** ******

Lynnwood, WA 98087

Mobile - 615-***-****

Summary of Candidacy:

Skilled Help Desk Technician with fifteen+ years of experience providing technical support in corporate enterprise environments. Practiced in diagnosing, troubleshooting and resolving issues pertaining to PC and Mac, including but not limited to hardware, networking, printing, OS and application installs, patches and usage support. My greatest assets are my customer service skills – being courteous, transparent and respectful with customers, coupled with ability to listen, ask probing questions and translate complex technical concepts. I am eager to learn and grow my career as evidenced by two recently achieved certifications, “AWS Cloud Certified Practitioner” and “JAMF Certified Associate”.

Certification

CompTIA A+ Certification

CompTIA – August 7, 2002

Expiration Date – n/a

AWS Certified Cloud Practitioner

Amazon Web Services Training and Certification – May 4, 2023

Expiration Date – May 4, 2026

JAMF Certified Associate

JAMF – June 8, 2023

Expiration Date – June 8, 2025

Education

Everett Community College – 4.0 G.P.A

September 2022 – December 2022

“Windows Server Administration” course / 5 credits earned

Nashville State Tech – 4.0 G.P.A – Dean’s List

August 2002 – July 2004

38 credits earned towards AAS Degree in Computer Technology

Skills Highlights:

Customer service – listen, engage politely, project understanding of issue, provide transparency

Ticket management – ownership of tickets through to resolution, prioritize ticket processing

Documentation - create/maintain documentation for internal support procedures

Operating System Support – Windows 10/8, MacOS – Sierra, High Sierra, Mojave, Catalina

Active Directory – setup/configure users, network share/folder access

Microsoft Endpoint Manager

Local Group Policy Editor

Software installs - push via SCCM (Windows), JAMF (MacOS), or locally install locally (exe, msi, dmg, etc)

Remote Access – Bomgar, Remote Desktop, Webex, TeamViewer, VNC

Image laptops/desktops for Windows 10, MacOS Catalina, and Ubuntu Linux

Troubleshoot failed startup – Windows (Safe Mode, Recovery Mode), MacOS – Internet Recovery

Inventory Management – printer toners, hard drives, keyboards, mice, thumb drives, etc.

Experience:

Apex Systems

IT Lab Support (contract work)

May 2023 – Present

Software installation

Follow specific installation script to update end user login procedures

Floater – support technical staff as needed

Experience: (continued)

Self Study for AWS Cloud Certified Practitioner Exam

February 2023 – April 2023

Achieved May 4, 2023

Olive – Full time Permanent (100% Remote)

Technical Support Analyst

May 2022 – February 2023

Learn new medical terminology to better assist customers in support of company product

Utilize Slack and Google Office for day to day tasks and inter-office communication

Create documentation from scratch for newly defined procedures and maintain accordingly

Correspond with external customers via email to resolve their questions when using the Olive platform to submit Prior Authorization requests

Correspond between external customers and internal engineers to assist resolving various issues using the Olive platform

BBL Law (temporary assignment) - Seattle

Desktop Support Specialist

March 2022 – May 2022

Assist with document handling via ProLaw software

Videoconference setup

Troubleshoot hardware/software issues

Administer “LogMeIn” accounts

Administration of Goto VOIP system

Kymeta (contract) - Redmond

Desktop Support Specialist

August 2021 – March 2022

Image/Deploy laptops (Dell, Surface) and workstations (Lenovo), HP (Ubuntu 20.04)

Setup workstation area for end users (two monitors (one docking and one non docking monitor), wireless mouse and keyboard, network connection

Follow detailed process to provision/deprovision end users (setup account in AD, setup email, assign appropriate network share access via AD and O365 Groups), assign Microsoft app licenses via O365 Admin Center

Break/fix all manner of hardware/software issues

Salesforce – new users

Okta admin – assign applications, reset MFA

Macbook support – assist with network printing

Seattle Children’s Research Institute - South Lake Union

Help Desk Specialist

December 2017 – August 2021

Provide support via in person, phone, email, IM, remotely (Windows Remote Assistance, RDP)

Utilize Exchange Management Console and O365 Console to for mailbox/calendar delegation, enable ActiveSync to allow email on mobile phones, enable application license

Support Windows 10 and MacOS with OS Update, Reimage systems (join to domain, migrate data, reinstall applications)

Utilize Active Directory to research system permissions/authentification issues

Process “Meeting Setup” requests via software “GoTo Meeting” and setup up computer with Conference Room AV equipment

Edit login scripts on domain controller to resolve drive mapping issues

Create detailed documentation for internal processes

Support printers (best effort troubleshooting, stop print spooler, replace toners, etc.)

TekSystems (on contract) - Redmond

Desktop Support – Tier 2

June 2017 – November 2017

Provide support via phone, email, IM, remote (Windows Remote Assistance, RDP, Communicator, VNC) for users to update their machine to Win7 SP1, Office 2010 SP2, and Internet Explorer 11

Provide troubleshooting assistance for myriad of maladies related to recent system updates (ie: questions related to update process, applications no longer working, “Windows Updates” pushes crashing the machine, etc)

Experience: (continued)

Bio-Rad, Inc. - Redmond/Woodinville

Desktop Support – Tier 2

March 2013 – June 2017

Workstation setup/tear down (computer, monitor, docking station, accessories)

Replace user computers (migration of user data, reinstallation applications, etc)

Support Microsoft Windows 7, 8 and 10, DOS, some Linux/MacOS

Support Microsoft Office 2010 – support general general usage questions; perform repair/uninstall/reinstall

Network troubleshooting

Determine if issue is hardware (NIC, docking station, wireless card, cabling) or software (driver)

Utilize Flukerunner to test patch panel port and ports on switch

Check cabling in wiring closet on blades and switches to determine loose cabling or bad port

Remote assistance software – DameWare, TeamViewer

Active Directory – user account management, provision/deprovision users, reset passwords, manage computer objects

Temporary/Contract at Neighborcare Health, Ogden Murphy Wallace, Memory Lane - Seattle, WA

Help Desk Support

2010 - 2012

Field incoming calls from field clinic staff – troubleshoot desktop and application issues; Shadow user sessions of PTSO NextGen (EHR, EPM) application; Reset Citrix session; Merge Patient records using NextGen EPM software

Troubleshoot/repair Dell systems

Assist users with Microsoft Office use

Backup and Image PC systems utilizing Acronis software

Moss Adams – Seattle, WA

Service Desk – Tier 1

2008 – 2010

New hire provisioning - ensure new employees were setup with access to all relevant applications and systems

Triage tickets – routing and escalating tickets accordingly using Support Wizard ticketing system

Reset user passwords via Active Directory

Created documentation for procedural guidelines

Dell, Inc. - Nashville, TN

Gold Technical Support / Resolution Expert Center

2004 – 2007

Assist users to troubleshoot hardware and software issues (CPU, memory, hard drive, etc), Reinstall OS, Over the phone troubleshooting

Take ownership of each case by providing users with callback details

Setup parts dispatch with Dell Service Providers

Worked directly with escalated customers to resolve their technical and customer service related issues

Researched order information, issued refunds, processed customer returns, placed product orders, etc.

Transitioned into Gold Support Queue upon dissolution of “REC” department. Provided Business Level support with additional flexibility allowed to solve “out of scope” software related issues

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