Technical Support Help Desk

Sam Weinhold

**** **** **** *** **

Olathe, KS 66061

Cell: 913-***-**** ***********@*****.***

Profile

Self-motivated Technical Support Professional with more than 30 years experience. Willing and able to learn new environments and seamlessly adapt with change. Can manage multiple projects concurrently and respond positively to sudden changes in priorities. Possess outstanding communication skills; interfacing effectively with upper management, vendors, staff, peers and users, with a demonstrated ability to work both independently and within a team environment. Have exceptional organizational and time management skills with follow-through abilities and detail orientation. Recognized as the “go-to person” for difficult hardware/software/debug problems and immediate resolution. Quickly adapt and able to multi-task in the changing technical and managerial atmospheres that are common in today's enterprises.

Core Qualifications

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Vast experience with laptops, desktops, printers

plotters and servers

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Speak German, conversational Japanese.

•

Technical help desk experience

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Strong analytical skills

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Hands-on and proactive

•

Comfortable with change

•

Network/server maintenance

•

Computer applications

•

Testing/verification skills

Regression manual/automated testing with HP ALM.

•

System/hardware upgrade/replace

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Advanced knowledge of Ensemble/CSM

Project Management

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Information security

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Troubleshooting All Linux/Windows applications, and VPN/RDC

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Excellent diagnostic and problem solving skills

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Remote access technology

Technical Skills

Skills

Experience

Total Years

Last Used

Hardware maintenance/upgrade

Expert

30+

Now

Software maintenance/upgrade

Expert

30+

Now

MS-DOS 5.0 – Windows 11

Expert

30+

Now

Data Recovery

Expert

30+

Now

Dell/HP/Lenova/Printers

Expert

30+

Now

Dell/Compaq Servers

Advanced

15

June 2023

VB/Automation

Advanced

15

June 2023

Ensemble/CSM

Expert

15

June 2023

VMware/vSphere/Cloud Computing

Intermediate

11

June 2023

HP Unified Functional Testing/UFT

Intermediate

11

June 2023

Professional Experience

PSI tier 2 tier 2 help desk

Feb 2024-present

Remote into test centers, troubleshoot proctor stations/tester PC for VPN. Browser, video, printer, and sound issues. Frequently called upon to dispatch local technical support to centers unable to access server areas.

Working with United States Postal sites, Federal Aviation Administration sites, and other world-wide testing centers.

Desktop/Technical Support – Kansas City Missouri City Hall

Oct 2023 – Nov 2023

Reimage laptops/desktops

Modify/maintain configuration for multiple departments.

Install out of warranty computer across multiple departments (Refresh).

Technical support

August 2012 to June 2023

T-Mobile – Overland Park, KS

•Install/maintain/upgrade desktops/laptops including software/OS upgrades, hardware troubleshooting/replacement, remote access (DWRC, RDC)

•Maintain, upgrade, repair mobile devices (laptops, tablets, watches, phones)

•Write/maintain UFT/Selenium scripts for test account creation in CSM across three environments.

•Create test accounts in CSM used on T-Mobile.com for newly available plans and devices.

•Well-versed with international diplomacy and customs.

•Go-to person for difficult hardware/software problems.

•In-person troubleshooting with CIO (and his wife) getting a per-release iPhone connected to her iWatch. Forward-thinking assisted me in their future issues.

Computer Field Agent Level III

August 2001 to March 2012

Sprint/Embarq/CenturyLink – Overland Park, KS

•Repair, maintain and upgrade desktops, laptops and servers

•Responsible for over 20,000 computers and peripheral devices across multiple states

•Supporting 4,000 – 5,000 users in the Kansas City Metro area

•Troubleshoot more than 1300 applications installed across the enterprise, including MS Outlook and Exchange, some Active Directory and Windows servers

•Ranked most-productive technician in the entire enterprise, closing over 2,000 tickets per year.

•First selected to set up Windows 7 and test applications

•Primary contact for converting thousands of computers from Windows XP to Windows 7

•Setup, maintain Dell servers in data centers (Windows NT-Server 2003)

•Provided virtual desktop support for CenturyLink employees worldwide. Maintained over 700 XP and Windows 7 VMware desktops; vSphere 4.5

•Microsoft Exchange Administrator I - 2001-2003

•Go-to person for difficult hardware/software problems.

•Responsible for multi-state physical asset retrieval.

•Executive Enterprise VP, H.Bingham, couldn’t sign a locked PDF.

•Executive assigned new AV Rooms to me. Frequent issues in audience environment.

•Designed and implemented WIFI network on two corporate jet airplanes. Impromptu test in-air with executives flying from KC to Shreveport.

Computer Technician

May 1997 to July 2001

American Century Investments (KForce) – Overland Park, KS

•Repair, maintain, and upgrade desktops, laptops and servers

•Responsible for over 800 computers and peripheral devices.

Education

Fort Hays State University

Hays, KS, USA

Information Systems

Core courses focused on Information Systems, Operating Systems, Mathematics and Chemistry.

Kansas State University

Manhattan, KS, USA

Computer Science

Core classes focused on programming languages (COBOL, Pascal, C)

References:

Tim Lunt: 910-***-****

Deana Hill: 913-***-****

Tim Gilliam: 816-***-****

Chris Goscha: 913-***-****

Contact this candidate