Wilkes Bonhart

Location: Atlanta, GA *****

ad19j3@r.postjobfree.com

478-***-****

Skills

number of Years exp

Last used

Last used at

Technical Support

8

2022

Mindlance

Office 365

8

2022

LinkedIn Learning/Mindlance

Windows

10

2022

Mindlance

Mobile Platform

6

2023

Talentburst

IOS Configuration

6

2023

Talentburst

IOS Device Management

6

2023

Talentburst

MDM

6

2023

Talentburst

Software Skills: Service Now, Cisco AnyConnect VPN, Global Protect MFA, RSA SecurID authentication/Admin, RFID admin/onboarding, Outlook configuration/troubleshooting, shared mailboxes, SharePoint, Office 365, IOS 16.4.1, iCloud, Air watch, and Apple Business Manager.

Education:

Georgia State University: BS degree in Economics 3.8 gpa

Gwinnett Tech: Microsoft Office Application Professional Certification 3.2 gpa

LinkedIn Certifications: Power BI essentials, Service Desk Management, Microsoft Outlook, Microsoft Intune Device Management, Group Policy, Networking Foundations and Microsoft Azure

Professional Experience:

Talent burst

Client: HCA hospitals Feb 2023-Oct 2023

IOS Deployment Technician

Configure iPhone 14 for end user including HCA hospital applications such as EPIC Rover, MH Cure, etc...

Answer user inquiries regarding phone settings, email settings, and network settings.

Setup and configuration of MDM software for admin purposes

Experience with network and security protocols such as VPN, SSL, and firewalls

Resolve issues relating to software license management, user training, and technical documentation

Resolve IP address leasing issues, changing Ip address lease terms

Inventory legacy devices

Configure Microsoft Exchange mailboxes for IOS device

IOS Deployment Technician

Mindlance

Client: First Key Homes May 2022-Jan 2023

Software Support Specialist

• Oversee the daily performance of assigned vendors

• Answer user inquiries regarding computer software operation to resolve problems

• Monitor vendor ques to ensure all SLA’s are being met

• Train new users on the Facilgo application including any bugs or fixes

• Maintain records of daily data communication, problems and remedial actions taken

• Read technical manuals, confer and train users, investigate and resolve problems, provide technical assistance

• Refer major software problems to product owner

Diversified Tech/TDC Systems Integration December 2019- Nov 2021

Client: Fulton County Elections

Voting Systems Technician

Configuration and monitoring of voting equipment in the precinct

Providing technical support for the optical scanner, ballot marking device, and printer if needed

Contacting other techs for assigned region before Election Day to confirm assignments

Conducting site visits on Election Day, completing checklists, and responding to status inquiries from IOS device

Providing technical support to other techs throughout Election Day

Provide face to face support of client’s voting machines to resolve technical problems

Make hardware recommendations for customers whose machines cannot support the software

Provide installation, setup, maintenance, and troubleshooting support for multiple precincts

Rose International Aug 2018 – March 2019

Client: Kaiser Permanente

Help Desk Analyst

Installing, configuring, and training clients on Office 365 applications

Resolving Active Directory issues including password resets, name changes and access elevation

Troubleshooting issue with Epic software including toolbars, printing issues, and access issues

Educating clients on various features of Outlook Enterprise including data file compression, authentication, shared mailboxes and distribution groups

Coaching clients on Microsoft Teams configuration and settings including skype audio

Configuration of iPhone 6,7,8, and XR phones including apple accounts, email setup, and Mobile Iron

Configuration and repair of Cisco AnyConnect VPN and multifactor authentication

Dexis Software Nov 2017 - Mar 2018

Technical Support Specialist

Initiate, handle, and resolve phone calls, emails, voicemail, chat, web forms from customers regarding IT and digital imaging support issues

Walk customers through the process first time installation of software

Assume remote control over customer’s computers to resolve problems

Make hardware recommendations for customers whose machines cannot support the software

Provide installation, setup, maintenance, and troubleshooting support for multiple digital imaging products and services

Document all service requests into Microsoft CRM based software

Hexaware Software Nov 2016 - Apr 2017

Software Consultant\Team Lead

Used remote connection tools (TeamViewer, LogMeIn, Skype, and Teams)

Worked within the in the area of corporate tax compliance software, within a global network of professional services firms, including consolidated filers with multinational and multistate operations

Responsible for hardware and software installation and configuration

Handled printer set up and configuration

Utilized the following tax software engines: OneSource, K1, Partner Forms or other similar platforms

Wipro LLC Sept 2014 - June 2016

Technical Support \SME\Trainer

Documented customer service issues to support technical fixes

Diagnosed and resolved unique, nonrecurring problems associated with Microsoft and Apple application software and operating systems; determined the source of problems and classify their level, priority and nature

Provide professional communication, both written and verbal

Train new employees on service desk procedures

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