It Support Analyst

Gregory Gutknecht

**** **** ****** ** ***** Mountain GA 30087 678-***-**** ***********@*****.*** / linkedin.com/in/greggutknecht

Professional Summary

Hardworking and dependable Tech Support Analyst with 10+ years of IT Support expertise. Adaptable and detail-oriented with a rich history of resolving Tier 1,2 & 3 technical problems by using effective diagnostic techniques, investigating root causes, and implementing lasting solutions to achieve organizational goals and objectives. Committed to producing impactful results by embracing new technologies, providing high-quality support to end-users, and building collaborative partnerships with diverse teams in fast-paced environments

Highlights of Qualifications

Tier 2 Help Desk Analyst to include Remote Support utilizing programs such as Web Ex, Remote Desktop, LogMeIn, At Your Service, Dameware Remote, BomGar and SCCM. Deskside Support to include: Imaging, Printers, New user configuration, Data Transfer, Technology upgrades, Asset management, etc.

Experienced with Active Directory, GSuite, Bluejeans, Citrix, Cisco Telepresence, Ivanti VPN, Cisco Any Connect, Windows 10 & 11, and Microsoft Office 365.

Field support break fix, troubleshooting and repair of desktop pc’s to include hardware replacement and complete system builds, troubleshooting and repair of laser printers such as Lexmark, Brother and HP. Troubleshooting / hardware replacement of switches, routers, raid arrays as well as POS equipment such as registers and verifone card readers/Signature pads.

Successful working within a team environment as well as independently

Strong communication, leadership and motivational skills

Excellent troubleshooting and logical problem-solving skills

Work Experience

HCl Global America – Field Services Specialist/Tech Stop Specialist

Verizon Wireless January 2020 to Present

Provides computer hardware and software support to corporate end users via deskside, telephone, store visit, and remote support channels on a variety of issues. Identify, research and resolve hardware and application technical issues. Responds to telephone calls, email, work que and walkup requests for technical support. Travel to corporate retail stores for onsite hardware and software application support. Document and tracks issues providing necessary notes and feedback within At Your Service Ticketing Que.

CompuCom Field Service Technician August 2017 to January 2020

The Field Service Technician performs troubleshooting and repair of computer systems, servers, raid device, UPS, hardware/POS systems, printer repair/support as well as diagnoses mechanical hardware and software system failures using established procedures. The FST documents and tracks issues providing necessary notes and feedback within Clearvision/Astea Cloud ticketing and tracking systems

Georgia Department of Public Safety Georgia State Patrol Help Desk Analyst 2

January 2016 to March 2019

Provides computer hardware and software support to end users via desk-side, telephone and remote support channels via “LogMeIn” and Microsoft “System Center Configuration Manager” (SCCM) on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and

personnel requests for technical support. Document issue and steps to resolve. Passed intensive polygraph and background check for the State of Georgia and Georgia State Patrol.

Intern Desktop Support for Georgia Division of Aging Services May 2015 to January 2016

Supporting role within the IT services department performing such activities as Diagnoses and troubleshoots problems with network computer systems in order to maintain proper functioning. New user configuration, Support end users with installation of hardware/software, peripheral and networking components to meet computing needs. Deskside printer installation, troubleshooting and configuration. Asset Management.

Intern Computer Science – Gwinnett Technical College – December 2014 to May 2015

Supporting role in various activities as directed by the Dean of Computer Science Department such as Image deployment of Server 2012 to 50 workstations. Research, Coordinate and Execute small informal study sessions to Aide students in obtaining various certifications such as A+, Net+, Security + as well as Cloud+.

Education

Gwinnett Technical College:

Associate of Applied Science - Network Administration

Associate of Applied Science – Information Security

Academic Projects / Professional Organizations

Project leader for several IT Teams

(TAG) Technology Association of Georgia, (ISSA) Information Systems Security Association

Elected to Office of Secretary for GTC Student Chapter ISSA

Award of Merit

US Army Veteran

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