IT - Field Support Technician
Resume:
BRIAN J. WALDSCHMIDT
WORK EXPERIENCE
HCL Technologies January 2024 – Current
Field Support Technician
Creating new Windows 11 Operating System images on desktops and laptops via USB Boot Keys and network PXE booting
Providing customer service, technical troubleshooting, and operational assistance
Troubleshooting remote issues with the Windows build-in RDP application
Utilizing the Service Now ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
Disconnecting/reconnecting computer workstations, peripherals, and phone equipment
Following documentation and knowledge articles to provision operating systems and software onto workstations and laptops.
Provisioning and supporting wireless devices (E.g. Blackberry, Android, and IPhone)
Working with Microsoft Active Directory GPO
Coordinating, planning, and scheduling IMACDs with all affected parties
DXC Technology November 2023 – January 2024
Associate Field Technician
Handling customer-relation problems appropriately, providing guidance, and escalating issues according to the established procedures
Using proactive monitoring procedures/tools to identify problem-prevention opportunities
Working closely with internal Service Desk teams to support Tier 1 with real-time collaboration
Providing customer service, technical troubleshooting, and operational assistance
Acting as a subject matter expert in the technical support field
Providing efficiency recommendations when immediate problems arise
Communicating daily with the Service Desk to ensure all needs are being met
Fostering working and relationships with all service-related vendors (Internal and external)
Establishing new processes and guidelines for maintaining support
Alexander Leigh Center for Autism October 2021 - February 2023
Desktop Support Technician
Troubleshooting and hardware repair of various desktop and laptop models including Dell, Gateway, Asus, MSI, Compaq, Toshiba, and HP
Administering the daily backups through Veeam
First point of contact for all technical difficulties including incoming phone calls, emails, and walk-ups
Deploying requested equipment to new employee locations after first testing the hardware and software
Creating new Windows 10 Operating System images on desktops and laptops via Windows Recovery and USB Boot Keys
Utilizing Active Directory to create new employees, disable accounts, reset network passwords, add network computers, create distribution lists, and manage inventory
Administrating HP & Ricoh LaserJet and multifunctional printers
Configuring iPhones and Android mobile devices with incoming and outgoing company email
Testing malfunctioning hardware and fixing or replacing the parts, including motherboards, batteries, power cords, peripheral devices, Molex cables, outlets, Ethernet cables, etc.
Configuring laptops with VPN remote connectivity access to the company network
Toning Ethernet ports to figure out where the APs (Access Points) coincided
Pushing VIPRE antivirus application installations via the VIPRE Management Console to desktops and laptops on the company domain
Managing and monitoring the server room equipment daily
Scheduling and performing Windows Server 2012 patch updates monthly
Researching and shopping for the best deals regarding IT purchase orders
POLI FILM America, Inc November 2020 - May 2023
Desktop Support Technician
Troubleshooting and hardware repair of various desktop and laptop models including Dell, Lenovo, and HP
First point of contact for all technical difficulties including incoming phone calls, emails, and walk-ups
Deploying requested equipment to new employee locations after first testing the hardware and software
Creating new Windows 10 Operating System images on desktops and laptops via Windows Recovery and USB Boot Keys
RDP (Remote Desktop Protocol) via TeamViewer
Managing the on-hand IT inventory via MS Excel 2016 Spreadsheets
Replacing batteries for APC UPS devices as needed
Testing malfunctioning hardware and fixing or replacing the parts, including motherboards, batteries, power cords, peripheral devices, Molex cables, outlets, Ethernet cables, etc.
Data erasure of old Hard Drives with applications such as Disk Wipe and CCleaner
Administrating HP, Canon, Brother, and Ricoh LaserJet and multifunctional printers
Administrating Zebra and Datamax label printers
Configuring iPhones and Android mobile devices with incoming and outgoing company email
Researching and shopping for the best deals regarding IT purchase orders
Creating and fixing existing Ethernet ports and Keystone Jacks
Gathering expired equipment, storing it, and playing liaison to an outside vendor confirming that it gets picked up for recycling
Setting up the quarterly cybersecurity training modules for employees, monitoring test completion results, and configuring automatic email reminders to those with unfinished training
Determining if further Cybersecurity training is needed by configuring click-baited emails to be randomly generated and sent to employees
PDT, an Astronics Company November 2018 - May 2020
IT - Technical Support II
Troubleshooting and hardware repair of various Dell desktops, Dell laptops, and Microsoft Surface Pro models
First point of contact for all technical difficulties including incoming phone calls, emails, and walk-ups
Entering technical solutions into the JIRA ticketing database system
Deploying requested equipment to new employee locations after first testing the hardware and software
Creating new Windows 7 and 10 Operating System images on desktops and laptops via Windows Recovery, USB Boot Keys, and network PXE booting
Creating "How To" Microsoft PowerPoint presentations
Utilizing Active Directory to create new employees, disable accounts, reset network passwords, add network computers, and create distribution lists
Gathering expired equipment, storing it, and playing liaison to an outside vendor confirming that it gets picked up for recycling
Toning Ethernet ports to figure out where the APs (Access Points) coincided
Replacing batteries for APC UPS devices as needed
Testing malfunctioning hardware and fixing or replacing the parts, including motherboards, batteries, power cords, peripheral devices, Molex cables, outlets, Ethernet cables, etc.
RDP (Remote Desktop Protocol) via Zoom, GoToMeeting, and MS Teams
Administrating HP & Epson LaserJet and multifunctional printers
Administrating Zebra label printers and a plotter printer
Configuring laptops with VPN remote connectivity access to the company network
Administrating Barco Click Share conferencing and collaboration
John B. Sanfilippo & Son, Inc March 2010 - October 2018
IT - Help Desk Administrator
Performing a. m. operations by running through a list of AIX UNIX shell commands via an RS6000 kernel
Troubleshooting and hardware repair of various Dell, Wyse, and MAC laptops & desktops
Supporting Citrix XenApp VDI (Virtual Desktop Infrastructure) via the Citrix Management Console
First point of contact for all technical difficulties including incoming phone calls, emails, walk-ups, and incoming tickets
Entering technical solutions into the Track-IT ticketing database system
Deploying requested equipment to new employee locations after first testing the hardware and software
Creating new Windows XP, Vista, and 7 Operating Systems images on desktops and laptops via provided manufacturer CDs, MSI files, and full system restores
Overseeing daily backup procedures making sure they succeed, documenting the results, and transporting the media tapes to a safekeeping storage location
Utilizing Active Directory to create new employees, disable accounts, reset network passwords, add network computers, create distribution lists, and manage inventory
Administrating HP, Canon, and Ricoh (Fiery controlled) LaserJet and multifunctional printers
Administrating plotters and Zebra label printers
Creating and fixing existing Ethernet ports and Keystone Jacks
Toning Ethernet ports to figure out where the APs (Access Points) coincided
RDP (Remote Desktop Protocol) via Zoom, WebEx, and Remote Desktop Connection
Configuring Intermec and Honeywell scanners for usage in the plant
Administrating AV conferencing and collaboration
TouchTunes Music Corp January 2008 - October 2009
IT - Help Desk Technician
Troubleshooting and hardware repair of various Dell desktop and laptop models
Creating new Windows XP images on desktops and laptops via Norton Ghost
First point of contact for all technical difficulties including incoming phone calls, emails, and walk-ups
Overseeing daily backup procedures making sure they succeed and handing the media drive off to a contracted company for safekeeping
Deploying requested equipment to new employee locations after first testing the hardware and software
Gathering expired equipment, storing it, and coordinating the vendor pickup day
Utilizing Active Directory to create new employees, disable accounts, reset network passwords, add network computers, create distribution lists, and manage inventory
Administrating HP, Kyocera, and Ricoh (Fiery controlled) LaserJet and multifunctional printers
Researching and shopping for the best deals regarding IT purchase orders
RDP (Remote Desktop Protocol) via VNC Viewer, Cisco Webex, and Remote Desktop Connection
Toning Ethernet ports to figure out where the APs (Access Points) coincided
Activating punch-down blocks 66 (voice/telephone) and 110 (Ethernet) via a punch-down tool
Motorola Mobility October 2006 - October 2007
Technical Support Specialist
First point of support for troubleshooting on their new smartphones
Running tests on company-provided devices
Training customers with smartphone navigation
Assisting customers with new phone configurations
Entering phone call tickets into Siebel ticketing system
The Higher Gear Group June 2005 - June 2006
IT - Help Desk Technician
First point of contact for all technical difficulties including incoming phone calls and emails.
Utilizing Active Directory to reset network passwords and enable/disable network computers.
Remote Desktop Connections via the RDP (Remote Desktop Protocol) and Citrix Management Console.
Administrating LaserJet and multifunctional printers (i.e. resetting print spools as needed).
• Utilizing a ticketing database system to track, manage, and enter technical solutions for closing tickets.
EDUCATION
Southern New Hampshire University Manchester, NH
Bachelor of Arts in General Studies Graduation date: January 2021
Presidents List (Summer & Fall of 2020) GPA: 3.834
McHenry County College Crystal Lake, IL
Associates of Applied Science Graduation date: December 2007 GPA: 4.000
CERTIFICATIONS
PC Support Specialist (May 2003) • Microcomputer Skills (May 2004) • SEO (Search Engine Optimization)
NSE 1 - Network Security Associate • NSE 2 - The Evolution of Cybersecurity • NSE 3 - Fortinet Product Awareness • Content Marketing
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