It Support Technical

Elisabeth J. Kroepel

216-***-**** Newburgh Heights, OH *********@*******.***

PROFESSIONAL SUMMARY

A collaborative, detail-oriented, problem solver with over 15 years of experience. Dedicated to delivering excellent IT support and value by leveraging my experience in information technology, business, government, logistics, and community involvement.

TECHNICAL SKILLS

• Windows 7/10, Mac OS, Chrome OS

• iPhone & iPad support

• Ticketing: ServiceNow, Remedy, Giva,

ConnectWise

• Clevertouch support: PC and Android LUX

• Point of Sale (POS)

• Active Directory

• Cisco VoIP and Avaya phones

• Device imaging: Laptop, Desktop, Tablet

• Remote tools: Log Me In, Symantec, RDP

• Security tools: Sophos, Tanium, MFA, Altiris, VPN

• Virtual Meeting: Zoom, WebEx, Teams, Skype

• Printers: Network, Desktop, Label

• Microsoft Office 2013, 2016, Microsoft 365

WORK EXPERIENCE

One Sparq/Cleveland Metropolitan School District (Cleveland, OH) Jul 2023 - Oct 2023 Tech Support

• Asset management project for PC laptops, Chromebooks, iPads, Clevertouch units, desk phones Zones nFrastructure/Cleveland Clinic (Cleveland, OH) May 2022 - Jun 2023 Field Technical Support Specialist

• Delivered professional Level 2 and 3 desk side technical support for HP hardware, software, iPhones and specialty peripherals in a Windows 10 and Microsoft Office healthcare environment

• Documented activities, problem resolution and asset management via ServiceNow

• Assisted with project-based work

• Participated in on-call rotation

Beacon Hill/Cleveland Clinic (Beachwood, OH) Jul 2019 - Dec 2021 Computer Technician

• Windows 7 to Windows 10 migration team that built, installed, repaired and replaced over 12,000 HP/Lenovo/Fujitsu devices in active healthcare settings with custom imaging software

• Performed device/peripheral testing and assisted with technical problem resolution

• Delivered one-on-one end user training. Developed training and project documentation

• Reported daily to project lead. Completed installation checklists as required

• Prepared equipment for Lifecycle services

Insight Global/Compucom (Cleveland, OH) Jan 2019 - June 2019 Field Technician

• Worked independently to install 500+ Dell desktop units with peripherals and Tripp Lite UPS batteries at client sites across northern Ohio for Windows 7 to Windows 10 migration

• Followed 50+ page instruction manual and utilized custom installation software

• Performed product/peripheral testing onsite and managed technical problem resolution

• Provided on site end user training

• Reported daily to remote management team and completed site installation documentation

• Prepared obsolete equipment for return shipment

Murtech/MCPc (Cleveland, OH) Oct 2018 - Dec 2018

Project Support Specialist

• 1,000-unit Dell laptop refresh for Windows 7 to Windows 10 for client’s field service technicians

• End user refresh scheduler, problem solver, and liaison via phone and email

• Utilized Connect Wise ticketing system, IT Glue password storage and Skype

• Enhanced work instructions, produced daily status reports for the project lead

• Finished the project 3 weeks early

KForce/MetroHealth System (Cleveland, OH) Mar 2017- Nov 2017 Help Desk Analyst

• Tier 1 support using Cisco VoIP phones and Cisco ACD tools

• Project team member for GroupWise to Office 365 migration for 7,000+ users

• Used remote access, Software Center, MS Teams, Citrix Xen App and 17 desktop support tools

• GIVA ticketing system and knowledge base

• Supported 60+ software applications, desktops, laptops, peripherals and VPN users for 30+ locations

• Supported upgrades for EPIC 2015, Dragon, MaaS 360 to Intune migration. Made security changes

• Saved MHS over $30K through SBAR

ADDITIONAL WORK EXPERIENCE

FedEx Home Delivery (Richfield, OH) Oct 2008 - May 2016 Operations Administrator II

Village of Newburgh Heights (Newburgh Heights, OH ) Nov 2006 – Dec 2009 Council at Large

Defense Finance Accounting Service (Cleveland, OH) Apr 2007 - Mar 2008 Civilian Pay Thrift Savings Trainee

Lockheed Martin Information Technology (Cleveland, OH) Aug 2005 - Mar 2008 US Military Retired and Annuity Pay Technician

EDUCATION

Cuyahoga Community College (Cleveland, OH)

Network Support Administrator Program

Program Training and Competencies include:

• Fundamental knowledge of CCENT and CCNA level Cisco Router and Switch Networking

• Fundamental knowledge of CCNA Wireless level Cisco Unified Wireless Networking

• Working knowledge to install, operate, configure, secure and troubleshoot basic IPv4 and IPv6 networks and wireless access points

Eastern Michigan University (Ypsilanti, MI)

Bachelor of Science - Consumer Services

CERTIFICATIONS AND TRAINING

• ITIL 4 Foundations

• HP Commercial and Consumer Desktops, Workstations, and Notebooks Service Qualification

• Lean Six Sigma White Belt

• Advanced Leadership Certificate 2016 (SMART Goals, Time Management, Effective Meetings)

• Quality Driven Management Training

• First Aid (Red Cross), Hazardous Materials

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