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Manager Desktop Support

St. Cloud, MN
December 23, 2019

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A high-performing desktop support technician seeking management role, utilizing existing management and mentorship skills.


●Leadership and mentoring

●People and project management

●Tools for application installation and PC re-imaging (primarily Altiris)

●Ticketing tools such as ServiceNow and HP Service Manager

●Microsoft operating systems & productivity tools

●Smartphone operating systems & productivity tools

●Tools for application installation and PC re-imaging

●Remote access tools

●Web browsers


Optum IT, Minnetonka, MN

Desktop Support Consultant/Acting Manager, 2005 – 2017

●Mentored and provided leadership to less experienced technicians and those new to the company.

●Acted as manager in charge of 20 direct reports, both onsite, and off.

●Rescued five technicians from corrective action plans by detecting patterns of reporting mistakes

●Worked as an in-house consultant, researching alternate approaches to existing software and hardware.

●Received over two dozen recognition notes and spot awards based on client relations, persistent customer service, and technical efficiency

●Reported weekly and monthly to management, providing written and oral reports.

●Recognized by team management several times for superior communications, both written and verbal

●Wrote and developed technical training documents for use by Level 2 support technicians.

●Respected team-wide for efficiency in conducting team meetings; often asked to fill in for technicians not available to host

●Conducted business and technical translations, supplying easy-to-understand explanations to users and the admins of top executives in the company

●Provided quality compliance examination to Level 1 phone support for four years, moving tickets to the proper queues as needed

●Audited Level 1 phone support quality for patterns of failure and reported to supervisors as necessary

●Performed hardware and software support and installation.

●Diagnosed hardware failure

●Diagnosed user errors


Freelance Transcriptionist,

Transcriptionist, June 2018 - Present

●Listens to speeches, meetings, and other dialogue

●Records spoken word as precisely as possible


JCI (Junior Chamber International, Jaycees), Lake Elmo, MN

General Member & Mentor, 2000 - Present

●29th of 140 chapters statewide as local chapter president in 2001

●Chosen the outstanding state vice president of the year in 2005

●Secured two national vice presidents and two national program managers for JCI Minnesota members during my term as state political advisor

●Constructed an analysis of chapter membership for every chapter in the state as presidential advisor

●Served as regional staff member, presidential assistant, local chapter president and regional staff coach,

●Served as the Minnesota overall chair of a charity chili cook-off project involving JCI Minnesota and JCI Wisconsin four times

●Advised volunteers and volunteer leaders to ensure quality of programs and effective use of resources.

●Assigned duties to staff and volunteered.

●Planned, directed, and prepared fundraising activities and public relations materials.

●Researched and analyzed member and community needs as basis for community development.

●Spoke to media to explain local project's purpose, programs, and policies, including appearances on local radio stations.

●Presently serve as a local chapter mentor.



University of Kansas, Lawrence, KS

Bachelor of Arts, Accounting and Business Management, 1995

GPA: 3.94. Member of residence hall leadership team, 1994 and 1995

Tony Wencl

920 N 3rd Ave

Waite Park, MN 56387

Cell phone: 651-***-****

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