Salt Lake Help Desk
Resume:
PAUL AMUNDSEN
***************@*****.***
Salt Lake City, UT 84047
Help Desk Technician with 6 years of level III experience for several major healthcare and engineering organizations. Troubleshooter in both in Windows 7, 10, operating systems and some experience in Apple IOS. Trained in the ITIL framework.
RELEVENT PROFESSIONAL EXPERIENCE
Senior Associate Technician Salt Lake City UT. Aug 2020 – May 2023
DXC Technologies, working the Collins Aerospace contract
Solo worker at a satellite location consisting of 100 users for Collins Aerospace solving both hardware and software issues. They are a Dell and Google shop. Most of the work consists of upgrading computers for engineers in a Windows 10 and Linux environment. Troubleshooter of phones, audiovisual, and cabling connection issues on a Cisco ethernet topology. I Maintained cyber security policies with Microsoft Azure, Bitlocker, and Mcafee.
Achievements included successfully keeping up with ServiceNow tickets as a solo technician where the office use to have 2 administrators.
Deskside Technical Support Salt Lake City UT. Dec 2019 – Aug 2020
Insight Global, working the Collins Aerospace contract
Same as above. Worked as a solo Tier 2 deskside support technician within the ITIL framework. Many conference room projects consisted of installing and maintaining audio/video equipment, troubleshooting Zoom, Hangouts and WebEx connection issues. Remote network engineers monitored the server farm, I was the eyes and hands for fixing communication issues with wiring and Cisco Switches.
Technical Support Analyst Salt Lake City UT June 2019 – Sept 2019
IdenTrust Inc
Provisioner of digital encryption certificates used for signing documents for various military and healthcare industry professionals. Troubleshooter of installation issues involving Windows 7 & 10. Mac OS, iOS, and Linux operating systems. Wrote scripts to edit registry files of conflicting software drivers. Edited Task manager settings for conflicting windows system startup programs. Advised users on how to digitally sign in Adobe Acrobat and Bluebeam documents.
Help Desk Technician-3 Salt Lake City UT May 2018 – Dec 2018
Radiant Systems, working the contract with Intermountain Healthcare
Tier 1 call center handling employee questions on printers, barcode scanners, lost emails and medical images. Troubleshooted communication issues as well as queueing issues. Instructed the employees on the use of Outlook email archival recovery.
Service Desk Technician Salt Lake City, UT Oct 2016 – March 2018
ASM Research working the Veterans Health Administration contract
Front line call center for employees hardware and software issues including support of Citrix Receiver connection issues, Symantec Endpoint Encryption, Windows 7 and 10, Mac 0S 10 and iOS, and Android.
OTHER PROFESSIONAL EXPERIENCE
Insurance Customer Service West Valley UT Dec 2018-May 2019
Teleperformance working the USAA Insurance contract
Property and Casualty Insurance agent providing automobile new policy, rebasing, and billing inquiry support for USAA Insurance companies as a contractor with Teleperformance Inc.
Insurance Customer Service Sandy, UT May 2015 to Oct 2016
General Dynamics IT working the U.S. Health and Human Services contract
Application counselor for people interested in signing up for insurance through the federal affordable care act Navigator of consumer rights and tax implications with accompanied subsidies. Troubleshooter of payment issues and instructor of requirements to maintain proper coverage.
EDUCATION
B.S in Geology, University of Utah. Class of 2016 Significant coursework in electronics, database programming, and numerical analysis.
SOFTWARE TOOLS
Production: Microsoft Office software (Outlook, Word, Excel, Access, PowerPoint, and
Software Center
Citrix Receiver
Bitlocker
Symantac endpoint encryption
Skype
CRM: Service Now, CA Systems
INTERESTS
Basketball, hiking, snowboarding, sailing.
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