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
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, Rev.com
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
920 N 3rd Ave
Waite Park, MN 56387
Cell phone: 651-***-****