Technical Support Engineer, Network+ & Security+

Brian J. Kunzler

**** * ***** **, ****** CO ***** • 720-***-**** • *****.*.*******@*****.***

Objective

Expand skills, knowledge and utilize creative solutions in a rewarding career with growth potential. Use expertise, communication and openness to collaborate with multiple teams to successfully complete new projects or initiatives. With over 10 years of IT experience, I desire to continually further my education and wish to find a company with the same drive for excellence.

Education

Metropolitan State College of Denver

Bachelor of Science Degree in Computer Information Systems

• Proficient with: Windows 7-10, Windows Server 2003 - 2016, MS Office Products, SQL Server 2003-2016, Virtual Servers/Workstations/Environments

• ISA Practitioner Certification Earned

• CompTIA Security+ Certified, CompTIA Network+ Certified & CompTIA A+ Earned/Expired Skills

• Windows Server 2003-2012

• Network concepts and support in DHCP, DNS, VLAN, port configuration and port security settings.

• Physical hardware support and troubleshooting, worked with HP, Dell and QNAP NAS devices, supporting techs/vendors replacing many and various differing components.

• Virtual solutions support, including servers, workstations and networks.

• Support network devices, involving NAS storage and IP devices, mainly IP cameras, but many varying solutions as well. Work Experience

Cognyte (February 2021 - Present) formerly Verint Systems Inc (March 2010 – February 2021) Technical Support Engineer, Denver, Colorado

Provide physical / virtual server, network technical support to ensure that proprietary equipment/software and common hardware/software remain online and operational. Remotely support servers and end users by diagnosing and correcting multiple issues which arise, including working with internal, third party vendors and end users to ensure full functionality.

• Support and direct teams to resolve network related issues involving DHCP, DNS, VLAN, port security and cable tracing.

• Constant improvement of skills & expertise as support environments have evolved. Moved from analog devices to IP, and support with the networks those entailed, to most recent expansions to virtual servers / workstations.

• Support multiple accounts with differing environments and challenges.

• Lead multiple 3rd shift support projects single-handedly and praised for a smooth, easy experience.

• Manage and lead support team by pulling reports, backlog and reviewing open issues to ensure no support or training opportunities fall through the cracks.

• Provide training materials, error resolutions with step-by-step screenshot, guides and user documentations to teams and users alike, some shared company-wide, all highly praised.

• Troubleshoot complex Windows server, software and networking issues to ensure maintenance of data integrity for critical video surveillance footage.

• Work with various vendors (i.e. Dell, CompuCom, Bailiwick, Cisco, Telaid) to restore functionality to servers by troubleshooting error messages, system and error logs to identify hardware/network failures and correct and prevent future failures.

• Contact on-site personnel to gather information, analyze the findings and provide a course of action to correct varying issues, from complex issues to simple ones and provide exceptional communication throughout the process. IBM October 2009 – March 2010

IMAC Coordinator, Boulder, Colorado

Provide 3rd shift support for all IMAC activities in a high volume, supporting role for international sites. Quickly determine proper local site assignments for various activities including Asset Installs, Active Directory & Lotus Notes Support, Asset Moves, Software Installs, Asset Allocation, and administer the creation of Employee's Unique Ids.

• Provided 3rd shift support – Able to work independently and maintain an aggressive 1 hour SLA agreement for ticket creation upon receipt of emails.

• Provide email support in a high volume environment, in excess of 100+ tickets created per shift.

• Support international sites including China, India, Netherlands, Australia, Great Britain and the Philippines. IBM June 2008 - October 2009

Help Desk Coordinator Level I, Boulder, Colorado

Provide first level support to multiple accounts supported by IBM in a call center environment. Provide problem resolution to end users, or if unable to assist, create a ticket using various ticketing systems to direct issues to level II support. Manage, Resolve and Document all email correspondences, manage and maintain account in-boxes, assist end users by email correspondence in an efficient and timely manner.

• Provided support using Active Directory, Lotus Notes, Tivoli, ManageNow & Remedy.

• Quickly adapted and learned a variety of different computer systems and improved knowledge base to provide exceptional level I support.

• Applied computer knowledge and efficiencies to become an expert for many different IBM supported accounts.

• Held tickets to a high standard, dependably delivered with 100% accuracy.

• Consistently exceed standards for speed and accuracy. FedEx / Kinko’s March 2007 - May 2008

Senior Project Coordinator, Westminster, Colorado

Manage, monitor and facilitate all production processes, including tracking, pick-up and delivery, and quality control.

• Successfully assisted customers with technical computing issues.

• Used technical know-how to efficiently complete orders to the highest quality standards.

• Delegated responsibilities to team members to ensure efficient time and resource usage to complete orders on schedule.

• Consistently maintained and exceeded quality standards in a high pressure, time-sensitive environment.

• Twice recognized for exceptional job performance. Hollywood Video October 2002 – January 2007

Assistant Store Director, Centennial, Colorado

Assisted with the supervision and training of a team of 5-15 partners. Supervised all aspects of store operations to provide exceptional experiences for internal and external guests.

• Expansive experience delivering extraordinary guest service and effectively resolving difficult complaints.

• Gained the ability to successfully delegate assignments and manage all aspects of a retail business. Related Skills

• Strong knowledge of Windows server environment

• Desire to grow knowledge and expand on future certifications.

• Tech enthusiast, setup Linux Chromebook to learn Linux and setup and configured a pi-hole

• Well regarded for interpersonal, written and oral communication skills

• Effectively handles multiple tasks simultaneously

• Demonstrated ability to acquire and apply knowledge rapidly

• Independent; works with minimal supervision and contributes to a team. References

• Andy Gjertsen @ 720-***-****

• Khoa Ngo @ 720-***-****

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