Customer Service Active Directory
Resume:
Stephen C Brunsvold
Council Bluffs, IA 51501
***********@*****.***
Professional Summary
Experienced Computer Technician with proven history of implementing, maintaining, and troubleshooting IT Systems
Multiple years of experience with Active Directory
Provide quality support for desktops, laptop PC’s, Server Systems, Mainframes, and Portable Devices
Highly experienced in troubleshooting Windows XP – 11 PRO Operating Systems
Experienced in installation and maintenance of printers, office copier/fax machines, and other peripherals
Confident in making difficult decisions in stressful situations
Excellent team-player and self-supervised performer
Technical Summary
Mainframes
Honeywell H-6000, IBM SYS36, SYS38, A/S 400
Software
MS Office 365, Most E-mail applications, Office communicator, Active Directory, PDQ, Remote Commander, RDP, MDT, Endpoint, JAVA, Adobe, Lotus, ServerMagic, BorderManager, most imaging software, most diagnosing software, VB 6, VISIO, TRACK-IT, iNav, ICOMS, Remedy Ticketing
PC O/S
DOS 3.x – 6.x, Windows 3.11 – Windows 10
Server Environments
Novell 3.x - 6, Windows Server 2003, 2008 (R2)
Network Protocols
TCP/IP, IPv4, IPv6, RTPS, SSH, FTP, SMPT, HTTP, HTTPs, SFTP, SSL, TLS, POP, E6, NTP, PPP, NNTP, IMAP.
Printers
Stand-alone to MFP Network, Dot Matrix to Laser
CISCO Phone Systems
Programming and various handsets / headsets, PBX
Professional Experience
Digital Traffic Systems, Lumin8, Econolite, Omaha, NE October 2017 – February 2023
Iowa Department of Transportation
Senior Field Technician
Install, setup, configure, diagnose, and maintain all ITS equipment for western Iowa
Train new employees
Keep inventory up to date
Self-Employed, Council Bluffs, IA November 2016 – October 2017
Set up new systems (Network and Stand-Alone)
Troubleshoot, diagnose, and resolve issues
Transfer data from old systems to new
Cyber security
Data Recovery
Training & Support
Cargill, Blair, NE
IT Service Depot Engineer (Contract) September 2016 – November 2016
Perform basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops and laptops.
Perform Install/Move/Add or Change (IMAC) activities.
Perform Imaging with tools like Ghost, SCCM, etc.
Display outstanding technical and professional services skills at all times.
Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines.
Proactively communicate with the end-user and service desk personnel as needed.
Understand and follow all documented service operations policies and procedures.
Other duties or certifications assigned to meet business needs.
Cox Communications, Omaha, NE
Technical Support Representative December 2015 – January 2016
Trouble shoot the root cause of customer problems and identify the action required (using company databases, customer information, and collaboration with other departments) to resolve issue and schedule service appointments when necessary.
Provide total customer service by asking questions and listening to customers in order to understand their needs, requests, or problems while identifying sales and up-selling opportunities that will drive additional revenue for the company.
Aetna Inc., Omaha, NE
Technical Systems Analyst (Contract) January 2015 – February 2015
Support all users in Omaha and across the U.S when needed
Troubleshoot, Install, and configure hardware / software
Log and return equipment
Order new equipment
Help with lease replacements
Maintain system backups
National Indemnity Company, Omaha, NE
PC TECH/Helpdesk (Contract) November 2013 – July 2014
Upgraded all old computers to new Dell systems.
Migrated XP users to W7 and Office 2013.
Served as Tech Support and Help Desk.
Charged with any high profile installs and troubleshooting
Windows Server maintenance
Pittsburgh Paint and Glass, Strongsville, OH
Information Management Specialist April 2008 – August 2012
Installed and maintained Paint Manager Software / hardware for dealerships and auto body shops in ten states.
Troubleshoot and update Paint Manager Computers when needed.
Debug and test new versions of Paint Manager and report back to programmers of results.
Setup, maintain and troubleshoot Paint Manager Networks (LAN and WAN).
Migrate Windows XP users to Windows 7.
Customer Service contact via phone, in-person or by e-mail.
Train employees and give seminars on the use and benefits of Paint Manager.
TEK Systems, Omaha, NE
(TEK Systems Consultant) January 2003 – May 2008
Union Pacific Railroad
Decommissioned old IT infrastructure in new building.
Dispersed old equipment to new building as assigned.
Cabled equipment in Data Center as designated.
Installed new drops on PBX system as designated.
Maintained battery backup and generators for Data Center.
Alegent Health Systems
Mapped location of all peripherals all locations.
Used Magic ticketing software and handled over the phone and in person Technical support ranging from general desktop and laptop issues, Active directory accounts to node setups.
Re-imaged systems and maintained equipment inventory.
Served as fill-in campus IT supervisor.
ConAgra
Migrated all executive files and settings from old laptops to new systems.
Omaha Public Library
Replaced all antiquated systems with new systems at all locations and tested.
Carlson Hospitality Worldwide
Equipment inventory.
Sweet & Associates, Omaha, NE
Network Administrator March 1999 – December 2002
Served as Network Administrator maintaining and updating Novell network.
Setup and maintained user accounts.
Maintained GroupWise e-mail accounts.
Used Bordermanager and Server Magic to maintain network and run software pushes.
Used Arcserve to run 3 sets of full backups on entire system.
Tested entire system for any problems that might occur with Y2K.
Helped with some data input during tax season.
Old Towne Computers, Bellevue, NE
Systems Technician August 1996 – February 1999
Build and configure new computer systems per customer specifications.
Diagnose and / or repair customer PC’s and other peripherals.
Setup LAN and WAN systems per customer requirements.
Served as Help Desk.
Western Security Bank, Omaha, NE
Computer Operations Supervisor / System Analyst March 1989 – July 1996
Supervised 4 computer operators.
Monitored System 36 / 38 / AS400 for error messages, data flow issues, printed reports reviewed nightly updates for errors.
Setup and maintained user accounts.
Wrote programs and custom menus using RPG III to simplify daily operations.
Wrote program using Symantec Q&A to streamline Dealer Rebate offer for loan department.
Pushed for setting up LAN and WAN system.
Spear-headed conversion to the Sharp BE-6500 teller terminals.
Set up point to point data transfers from Omaha to Scottsdale.
Wrote policy and procedural manuals for IT dept.
Conducted one-on-one training and classes on in-house software.
Repaired failing computer equipment to save annual cost for warranties.
Received employee of the month ’89.
Received employee of the year ’89.
Utell International LTD. UK, Omaha, NE
Paytell Supervisor October 1985 – February 1989
Supervised 5-10 employees in A/P and A/R.
Handled daily balancing of A/R and A/P for 7 different countries
Handled customer (properties and public) questions, complaints and refunds.
Served as liaison between Hotels and customer.
Served as Customer Service Supervisor as needed.
Education
Hewlett Packard Enterprise
58 Certificates of Completion February 2017
Aruba 2930F Switch Series NPI Training
01079472
500.00HPE StoreEasy 1650 Expanded Introduction
01067581
Active Health System Training
01069782
ADM Concepts, Level 100
01077122
Aruba 2930F Switch Series NPI Training
01079472
Aruba Networking Fundamentals - Wired Access
01080655
ATM16 - Securing BYOD with Adaptive Trust Methodology (Reference: ATM16 -An Adaptive Methodology For Securing BYOD - IoT)
01075996
Connected Products presented by Dayna Schmitt
01080575
DNS Malware Analytics (DMA) Technical Overview, Level 320
01084339
EG Channel Partner Rules of Engagement
01065165
Wireless Fundamentals -10- Enhancing and Assessing WLAN Performance
01046765
ETSS Demo 11 WANIPSecIRF Fallover Demo
01060230
HIPAA Compliance at HP - An Overview for HP Channel Partners
00926254
How to Use CS10 Series - Storage For Partners
01085699
How to Use CS10 Series Networking for Partners
01085958
HP 1-8 G2 Autoloader and MSL Encryption Kit WBT
00719897
HP 4110 and 4120 IP Phone Technical NPI Training
00426189
HP Compliance Training EMEA - Channel Efficiency and Compliance (CECP)
00111920
HP ConvergedSystem 200-HC StoreVirtual System
00959339
HP Flex-Bundles for SMB BI with Microsoft SQL Server 2014 (WBT, 8 minutes)
00954984
HP Networking Fundamentals Video Series - Intelligent Resilient Framework
(IRF), Rev. 15.11
00983383
HP Networking Fundamentals Video Series - IP Subnetting, Rev. 13.31
00764933
HP Networking Fundamentals Video Series - Spanning Tree, Rev. 13.31
00764948
HP Networking Fundamentals Video Series - IP Addressing, Rev. 13.31
00766100
HP Networking Fundamentals Video Series - TCP/UDP, Rev. 13.31
00765415
HP Networking Fundamentals Video Series - VLANs, Rev. 13.31
00764953
HP Security Voltage - Use Case 1 - PCI Compliance
01047727
HP Security Voltage - Use Case 2 - Data De-Identification
01047726
HP Service Manager for SRA r4.0 - Introduction to HP Service Manager
01085139
HP StoreEver VLS Troubleshooting
00941595
HPE 3PAR Recovery Manager for Vmware - RMV - Recording
01083823
HPE 3PAR StoreServ 8000 Services and Support
01054427
HPE OpenSDN SD-VPN Application Pack for Partners
01089629
HPE OST plug-in for Veritas NetBackup WBT
00820323
HPE StoreOnce Foundation WBT
00821227
HPE Synergy
01080573
HPN Provision Software version K.15.16 Technical Training
00934659
IceWall_Basic installation and configuration on Linux-Partners
01065018
IT Operations Compliance (ITOC) 1.2 - Technical Overview - Level 320
01092836
Lifecycle Event Services
01080502
MSR958 and Dual 4G LTE MSR954 Series Routers NPI
01079330
New Competitive Messaging to Defend & Recapture
01080600
Persistent Memory and Easy Connect
01080570
ProLiant ML and DL Server Technologies
01060870
ProLiant Server Tools and Troubleshooting
00305526
Recovery Manager Central plug-in for VMware - RMC-V - WBT
01089942
Securing BYOD & IoT + Overview of Partner Compensation Tool
01089883
Servicing HPE Routers
01088539
SiteScope 11.10 - VMware Monitoring
00308764
SQL Server for mission critical workloads - October 2016
01085135
TekTalk - HPE RA for Implementing Disaster Recovery for Microsoft SQL Server on HPE
01074510
Gateway Electronics May 1991
Novell Network Administration
University of Omaha May 1985
Computer Science
Bellevue College May 1983
Business Administration
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