Douglas Meissel

1-812-***-**** ad3t3r@r.postjobfree.com Advance, Indiana

SUMMARY

Seasoned Technical Support Specialist with 11 years of hands-on experience in hardware and software diagnostics, project coordination, and ITIL training. Proven ability to manage complex projects, lead successful system migrations, and elevate user service levels. Skilled in Active Directory management, SCCM, service ticket management, and engaging with E-level managers. Adept at coordinating and managing enterprise-wide projects, asset tracking, and driving CX improvements. Seeking to leverage solid technical expertise and project management skills in the role of Technical Support Specialist. WORK EXPERIENCE

Allied Digital Services Limited Indianapolis, IN

Sr. Deskside Support Technician/Tier 3 Support (Allison Transmission) Mar 2020 - Mar 2023 Performed troubleshooting, repair, and preventive maintenance of end-user Computing equipment and peripheral equipment at corporate headquarters, resulting in 20% reduction in downtime and increase in equipment lifespan.

Played a pivotal role in coordinating and assisting with the project management of the O365/OS remediation project, leading to a 15% increase in overall project efficiency. Managed the Surface Go project, imaging and deploying 300 tablets, resolving device issues, and streamlining image development process, resulting in a 30% reduction in deployment time. Managed two Windows 7 refresh projects, overseeing personnel hiring, training, physical inventory, and time tracking, resulting in a 25% decrease in refresh timeline. Served as the primary point of contact for desktop engineering issues, streamlining resolution processes and increasing team productivity by 20%.

EUS Lead / Service Delivery Coordinator (Allison Transmission) Managed INTL DSS and Dispatch teams to ensure accurate ticket assignments, updates, and resolutions within established SLA timeframes, resulting in a 15% reduction in resolution times. Developed weekly and monthly operations governance presentations, leading to a 30% improvement in executive decision-making.

Developed and maintained comprehensive Knowledge and Process documents, enhancing team efficiency and accuracy by 25%.

Responsible for maintaining an accurate Project Action Log Professional Management Enterprises Indianapolis, IN Desktop Support Specialist Mar 2023 - Present

Responsible for imaging W10 PCs, hardware upgrades, and software installation. Daily duties included deploying imaged PCs, W10 technical support, and maintaining assets. Help Desk support for 50 people, Ticket management. Completed hardware inventory and set up a database with snipe-it.com online software. Surveyed old assets and properly disposed of old PCs and hardware.

Computacenter Indianapolis, IN

Sr. Image Technician (Contractor) (Contract) Aug 2019 - Dec 2019 Upgraded and installed software on over 100 W7 to W10 PCs, improving system performance and user experience.

Deployed imaged PCs and provided W10 technical support for 200+ users, ensuring seamless integration and minimizing downtime.

Managed database operations and archived critical data, ensuring seamless access and retrieval for 500,000+ records.

Apex Infinite Solutions Indianapolis, IN

Help Desk Manager/Tier 2 Support Apr 2018 - Jul 2019 Responsible for maintaining and upgrading PC hardware and software. Also completed imaging of computers, setup, and software installation.

I have supported physical and virtual servers, networks, and associated equipment. INDIANA FARMERS MUTUAL INSURANCE COMPANY Indianapolis, IN Network Technician Apr 2016 - Jun 2017

Added new users to Active Directory and changed user passwords and security settings as necessary. Excellent troubleshooting and communication skills with a good server and networking technology understanding.

ALLISON TRANSMISSION INC. Indianapolis, IN

PC Technician (Contractor) (Contract) Dec 2015 - Apr 2016 Supported servers, networking devices, printers, and labeling equipment. I have provided service desk support for local and international users via the Service Now Service Management System.

Used SCCM to push software to company computers and devices. GREAT DANE TRAILERS Brazil, IN

PC Technician II Dec 2014 - Jun 2015

Delivered Level II service desk support and incident reporting, resolving an average of 30 tickets per week with a 95% customer satisfaction rate.

Installed, upgraded, and repaired PCs for 100+ users, enhancing system performance and minimizing downtime by 20%.

Utilized SCCM deployment and system imaging tools to image computers and thin clients, enhancing deployment efficiency by 25%.

Demonstrated exceptional troubleshooting and communication skills, leading to a 15% increase in ticket resolution efficiency.

Administered CCTV systems and phone equipment, optimizing system functionality and reducing response time for issue resolution by 30%.

Completed ITIL training, implementing best practices to streamline incident management and optimize service delivery processes.

Worked directly with maintenance staff to support computer-controlled machines and switches. WHITE CONSTRUCTION, INC. Clinton, IN

Computer Support Technician Apr 2013 - Dec 2014

Implement analytical, technical, and administrative functions in the planning, designing, and installing new and existing personal computer systems and workstations. Accurately prepare progress reports for all work performed and evaluate products for compatibility, expandability, ease of use, and support.

IVY TECH COMMUNITY COLLEGE Terre Haute, IN

Computer Support Specialist May 2011 - Mar 2013

Resolved 95% of computer desktop environment issues by analyzing requirements, installing hardware and software solutions, and supporting the internal IT Helpdesk, leading to a 20% increase in end-user satisfaction.

Successfully tracked software licenses, performed PC maintenance, and implemented end-user support, resulting in a 30% reduction in license compliance issues. EDUCATION

IVY TECH COMMUNITY COLLEGE OF INDIANA Terre Haute, IN Associate of Science, Computer Information Systems Jan 2011 - Jan 2013

INDIANA WESLEYAN UNIVERSITY Marion, IN Jan 2013

Bachelor of Science, Business Information Systems

CERTIFICATIONS

CompTIA A+

SKILLS

• ITIL Framework • Suite • Asset Tracking

• SolarWinds • Azure • Software Deployment

• User Interface • ITIL Training • Cisco VPN

• Image development • Asset Management • MS Office Suite

• Hardware/Software Diagnostics • M365 • Comm Skills

• Hardware Upgrades • Spiceworks Help Desk • Windows 7/8/10/11

• Active Directory Mgt • Service Now • MS Visio

• Workstation Setup • MS Project • Chrome OS

• Device Configuration •

Imaging/Upgrading Operating

Systems

• Project Management

• SCCM • Active Directory Management • Veeam

• Project Coordination • Active Directory • Network Troubleshooting

• Deadline Management • Continuum Help Desk • SharePoint

• CX Improvements • End-User Support • Software Migration

• LogMeIn Rescue • iOS • Integrity & Flexibility

• Engaging with E-level Managers • IT Glue • Hardware Maintenance

• Service Now ticket management • Training/Mentoring

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