Summary

IT professional with over twenty years of experience supporting end-users with their technical issues in all work environments. Consistently reduced the overall ticket level of each organization while maintaining high customer satisfaction.

Employment

Asset Management Analyst

MANIFEST Technology (Embedded with) Land O’Lakes Inc Feb 2023 - Nov 2023

Reduced past due users by 88% through follow-up procedures.

Conducted legal hold audit, correcting 156 records that were improperly set.

Led project selling used inventory to partners.

Reduced error handling rate by 30% through quarterly inventory audits.

ØUpdated monthly depreciation and retirement calculations for non-tracked systems.

ØGenerated monthly user notification list for end-of-life equipment.

ØEqualized notifications by location and model to keep workload distributed.

ØUpdated asset records to automate depreciation calculations.

ØAutomated tracking to report on vendor replacement lead time.

ØDocumented system replacement process from beginning to end.

IT Analyst

Holiday Stationstores LLC Mar 2021 - Dec 2022

Reduced ticket queue by 30% through implementing knowledge base tracking of most common issues and solutions.

Researched, implemented and adapted remote solutions, decreasing user downtime by 20%.

ØResponded to users and implemented solutions resolving their HEAT tickets.

ØBuilt and deployed desktops, laptops, tablets and phones to new users.

ØPerformed updates on deployed applications for compliance to audits.

ØCreated accounts for store, drivers and corporate user in Active Directory.

ØResponsible for executing the off-boarding process to remove permissions, disable accounts and return organization resources to the company.

Technical Support Engineer

Options (Embedded with) Whitebox Advisors LLC May 2013 - Feb 2021

Created new global efficiencies for the user base by implementing Cisco TMS system.

Aided modernization initiative by developing and executing hardware disposal project worth $150,000.

Eliminated 5% of tickets through utilizing LDAP for the TMS and printer systems.

Decreased daily workload by 20% through applying automated monitoring and toner ordering system for the company’s printers.

Drove deployment project and maintained the company’s Telecommunication Management System.

Headed annual equipment and asset disposal projects, including data and hardware disposition with supporting documentation.

Reviewed and put into operation mobile data protection and monitoring suite.

Collaborated and executed COVID-19 response plan, moving user base to remote work while providing excellent ongoing support to users.

Skills

WebEx, Zoom Room Connector and Teams

UEFI, NIC/USB PXE boot media for SCCM, Ghost, Macrium Reflect, Dell Recovery Tools, etc.

Mac OS X, iPhone, Android handhelds and related tablets

BitLocker Command line to enable and record recovery keys

LogMeIn, Citrix/Remote desktop and Pulse VPN

Education

Associate of Applied Science, Business Management – Hennepin Technical College

Certified Micro Support Technician – Minnesota State College Southeast, Winona, MN

Associate of Applied Science, Accounting – Western Technical College, La Crosse, WI

Additional Information

Highly involved in transition and facility closure tasks when changing to new solution provider for the organization.

Participated in tasks involved with implementing Options as White Box’s Solution provider.

Assisted the new provider with their on-boarding when White Box transitioned from Options LLC.

Inventoried and packed up the IT department when Cima Labs production facility was decommissioned.

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