Service Desk Analyst
Resume:
Eric Pouwels
Beaverton, Oregon
****.*******@*****.***
Expertise Summary
Tier 2 Service Desk skill set: In addition to providing excellent customer support & a proven ability to provide solutions, but also handle the creation of documentation for official reference and training.
Remote troubleshooting using RDP and Bomgar, log file analysis, pattern and problem identification
Utilization of variety of Ticketing platforms (Manage Engine, Cherwell, Service Now, Service Manager, Jitbit, JIRA) to document and resolve technical issues within SLA timeframes and escalate when necessary
Management of remote assets – software, firmware and hardware troubleshooting, upgrades & fixes
5 years professional experience in data analysis using Microsoft Excel, Access and Google Spreadsheets
Presentations using Microsoft PowerPoint, InDesign, Webex and Google Docs Professional Experience
Virtual Support Technician
Kaiser Permanente, Hillsboro, Oregon – October 2022 – Present
Virtual Support (Tier 2): Phone, email support. Processing service requests & incident resolution
Remote troubleshooting (Bomgar), Active Directory management, MS Admin Center & Network Drive access
HP ServiceNow ticketing platform. Office 365, Windows 10 & iOS, Global Protect VPN Issues
Software Deployment via Altiris & AppOS, Software Center. Troubleshooting using SCCM
Mobile Device Management of iOS devices via InTune Application Specialist
Leviton, Inc, Tualatin, Oregon - July – October 2022
Tier 2 Support for metering and iOT devices – Primary point of contact and management of phone and email queues for national support hotline
Creation & Documentation of new Modbus R-485 and TCP network solutions for upcoming projects
Troubleshooting Networking, power and device issues (both proprietary and 3rd party) Service Desk Technician
Tualatin Valley Fire & Rescue, Tigard, Oregon - December 2021 – July 2022
Helpdesk Role: Phone & email support. VDI infrastructure using zero clients and Laptops on VPN
Remote troubleshooting: VMWare client, AnyDesk & Quick Assist. Office 365 issues, Windows 10
Management of resources access using Active Directory – Shared drives & mailboxes, Sharepoint, Teams
Manage Engine ticketing software – daily monitoring of queues and first level of support.
Mobile Device Management – iOS devices using Workspace One to manage inventory & application installs Information Systems Technical Analyst II
City of Portland, Portland, Oregon - October 2019 – November 2021
Tier 1 Helpdesk support: Phone, email & service portal support.
Remote troubleshooting (Bomgar): VPN, MFA, MS Exchange & Office 365 issues, Windows 10
Remote installation of a wide variety of software packages using Altiris, and/or “manual” load via network drives
Cherwell ticketing software. Creation, Editing & Publication of KCS Knowledgebase articles. Achieved KCS level III technician, highest level available.
Mobile Device support – iPhones, iPads. Setup, troubleshooting of email on phones & RSA App Virtual Support Technician
Kaiser Permanente, Hillsboro, Oregon - January 2019 – October 2019
See previous KP Virtual support role responsibilities, but included more Windows 7, Mac support and Cisco AnyConnect VPN support issues.
Global Helpdesk Technician
Mentor Graphics, Inc., Wilsonville, Oregon – November 2018 – January 2019
24x7x365 Helpdesk: Tier 1 / Tier 2 Technical support for international operations
Phone, email & chat support. Resolving issues with company assets – PCs, Mobile devices (Android, iOS)
Remote troubleshooting (Bomgar), Active Directory & account management, MS Exchange, MFA, VPN
(Cisco AnyConnect)
NOC Operator, Tier 2
Innovari, Inc., Hillsboro, Oregon – May 2013 – September 2018
24x7x365 NOC - Phone and email support of end user/field issues using ticketing system (JIRA, Jitbit)
Incident resolution within SLA’s (fastest resolution & highest volume within department)
Training & procedure documentation & new hire training. Manage software, firmware and hardware upgrades onsite & remotely – Router, Wireless Modems, Motherboards & Processors
Monitor network for stability using internal tools (Xymon)
Troubleshooting wireless/local connection (Remote Desktop), VPN (Pulse Secure), Windows 7 & 10, MS Office 365, Hardware install & driver issues
Desktop support – Hardware upgrades (Memory, Hard Drive swaps), Windows OS & driver upgrades, printer installs, software troubleshooting – antivirus/malware: Symantec NAV, Kaspersky, Malwarebytes, Avast
Personal Profile & Skills
IT Skillset
25 Years Experience Building and Troubleshooting PC Hardware Windows Networking iOS Support MDM Active Directory Microsoft Office 365/16/13 Windows 10/7 Bomgar Remote Desktop Powershell
VPN: Cisco Any Connect, Global Protect, Pulse Secure Linux Altiris McAfee & Symantec Antivirus
VMWare VDI Client WorkspaceOne MDM Quick Assist AnyDesk Education
B.S. Design: Interior Architecture - University of California at Davis, 2002
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