Hardware Configuration Associate Service
Resume:
440-***-**** ********.****@*****.***
Andy Meredith
Technical Proficiencies
Microsoft Windows 7, Microsoft Windows 2008 R2, Microsoft Windows 2003, Microsoft SQL 2008/2008 R2, Microsoft Clustering Services, Microsoft RDS (remote desktop services - terminal services), VMware vSphere, VMware ESXi 4.1, Active Directory, Tivoli Endpoint, Lotus Notes and related applications, Apple OSX, Microsoft Office Suite, Office 365, Encompass 360, Virtual Box, Ubuntu Linux, 8x8 Phones, Avaya Phone Systems,Tableau, Fresh Service, Remedy, Computer Networks, Custom Software Administration, Document Management and Storage, Ticketing and Tracking Systems, Anti-Virus and Anti-Malware Software, Routine System Maintenance, Hardware Configuration, KSYNC, BPCS, Sperry Software, Toshiba Stratagy Phone Systems, TL Ashford Barcode, IBM i Series, DB2 Query, Acronis True Image, Exchange 2007, IT Glue, Trend Antivirus, Sophos Antivirus, Malwarebytes Enterprise, Symantec Backup Exec 16 and above, Connectwise, Labtech, Screen Connect, AnyDesk, Teamviewer, Shrewsoft VPN, IBM AS400, Social Media Platforms, SalesForce, Service Now Microsoft Server 2012 and above, PowerShell Scripting, Kryon RPA, Asana, Fig Jam, Jira ticketing system, Figma Project Management, Enboarder Automated Systems
Experience
April 2022 - August 2022 Visible.com Denver, Colorado Kryon RPA Developer - Remote
● Completed Certification for Advanced Commands, Robotic Process automation in Kryon
● Developed processes for reviewing and revising existing knowledge base articles
● Provided proofreading and revision of knowledge base articles
● Assisted in defining workflow for identifying and correcting existing knowledge base articles
● Developed a streamlined, repeatable process for creating new wizards
● Created “New Wizard” checklist documentation and instructions for wizard creation
● Created over forty(40) automated process wizards using a combination of screen reading, automation with advanced commands, and text boxes for use by our customer support agents
● Developed project guidelines and timelines for deploying the Kryon Assistant across Visible
● Launched Kryon to a pilot group of twenty(20) for testing and feedback October 2021 - March 2022 Bayview Asset Management Miami, Florida LOS Support - Remote
● Provide 2nd level support for loan origination platform, including fundamental operations and administrative support functions such as password resets and loan questions
● Support ongoing business operations, projects, system releases, and compliance/regulatory changes and customer issues that arise from those changes
● Monitor, govern and provide the correct utilization on the Loan Origination Systems for the various lending channels and provide direction and information for use
440-***-**** ********.****@*****.***
● Provide triage as pertains to incidents managed in Service Now ticketing system
● Manage request queue and initial customer response
● Identify and define issues for those items passed along to System Admins
● Analyze, control and respond on a timely manner to all client technical support requirements
● Collaboratively identify and implement ways to eliminate causes of underperformance in Encompass with the IT Team
● Document issues and map data in order to properly troubleshoot and add to our knowledge base
● Properly assess requests made to the Support Group and assist in defining the processes for resolution
January 2021 - July 2021 State of California Covid-19 Tracing San Francisco, California Technical Support Engineer - Remote
● Training New Hires on standard Helpdesk processes and procedures for project while acting as a resource and mentor
● Creating and providing additional insight on metric reports sent three times per day from Service Now
● Manage ticket queue, review of active and closed tickets in Service Now
● Manage incoming emails and make sure tickets are created and assigned
● Provide day-to-day support for users of State iteration of SalesForce
● Answering questions and providing insight on Patient record process issues
● Creating/revoking account access in SalesForce
● Troubleshooting issues in Edge and Chrome over the phone and via email
● Troubleshooting VPN and Connection issues
● Creating and updating Knowledge Base articles in Service Now January 2020 - January 2021 Unemployed/non-technical work Golden, Colorado June 2019 – January 2020 Affiliated Resource Group Columbus, Ohio Technical Support Engineer - Remote
● Manage ticket queue, review of active and closed tickets and scheduling in ConnectWise
● Provide day-to-day support for users of all software including but not limited to, Encompass 360, Microsoft Office Suite, Office 365,Active Directory, Microsoft Exchange
● Work with IT Vendors to provide hardware and software support to end users
● Assist in managing inventory and hardware assignment
● Create and update user documentation
● Facilitate process for selecting and implementing new software for all departments
● Lead implementation of new software and coordinate ongoing support
● Recommend strategies to improve overall network operating efficiencies by recommending software integrations where applicable within existing applications, new applications
● Assist with reviewing and refining existing processes
● Assist in creating and refining a network-wide technology plan
● Provide input to develop technology budget process
● Creation and/or removal of User IDs in Active Directory and email accounts in Microsoft Exchange and Office 365
● Finding Solutions for issues raised by users in a timely fashion on supported platforms
● Installation of Server and Desktop Hardware
440-***-**** ********.****@*****.***
● Assist with Migration, provisioning and decommissioning of servers and desktops, laptops
● Provide input on implementing new processes to improve infrastructure and user experience
● Train new employees on accessing and using company networks and computer systems and resources
● Create documentation of processes for all users
● Updating and creating internal documentation of company processes and procedures
● Maintain and repair various copiers, printers and faxes and Scanners May 2018 to June 2019 Diebold\Nixdorf Canton, Ohio Level II Associate Service Systems Engineer Integrated and Managed Services
● Support daily operations of all Services as required
● Install, maintain, and support new and existing Services customers
● Troubleshoot problems within applications, identify software programming defects, and resolve
● Provide system support as needed for internal and external customers
● Follow Change Management processes
● Assist with developing, documenting, maintaining, and testing DR processes
● Responsible for clear and concise documentation for internal processes and procedures
● Respond to and complete work queue requests
● Work required shifts, overtime as necessary, and maintain on-call availability as required
● Responsible for timely completion of all assigned tasks and projects
● Identify and troubleshoot problems within applications and identify software programming defects September 2017 to May 2018 Rochling Glastic Composites Cleveland, Ohio Information Systems Analyst
● Responsible for running and verifying daily tape backup of BPCS system and AS400
● Updating and reconciling orders and consignments daily in BPCS system
● Verifying daily server backups with Backup Exec 16
● Generating reports from BPCS using KSYNC system
● Decommissioning old workstations for recycling
● Provisioning and deploying workstations and laptops with Windows 10 and Windows 7
● Coordinating with vendors for escalation of technical issues
● Coordinating with vendors for repair and maintenance of printers and other physical hardware
● Generate, reconcile and correct sales and inventory reports for management
● Create and update queries in the BPCS system
● Configure and Update KSYNC to Auto-Generate reports for Management
● Configure and maintain scanner guns in the TL Ashford Barcode System
● Provide equipment recommendations for server upgrades
● Recommend server virtualization and consolidation
● Coordinate with Vendors to secure and stabilize network infrastructure and Wifi
● Drive initiative to move to Corporate Office 365 environment and assist engineers with migration
● Coordinate with Voice and Data providers to move to a fiber internet connection for the building
● Move toll free 800 numbers to new Voice Provider
● Work with Vendors to Migrate Toshiba phone system to VOIP system
● Work with Carbonite to move from Tape Backups to a cloud/appliance hybrid system
● Provide Day-To-Day Break-Fix support for end-users
● Provide on-call and off-hours remote support as needed
● Train new employees on accessing and using company networks,computer systems and resources
● Create documentation of processes for all user
● Implement network monitoring and control with Spiceworks
● Create accounts for CDW and Amazon to save money and streamline purchasing process 440-***-**** ********.****@*****.***
● Provide recommendations for hardware upgrades and software implementations
● Implement use of LastPass to consolidate IT login credentials
● Began tracking work with Spiceworks ticketing system
● Interviewed replacements for our managed services vendor
● Created process for requesting IT Support (Email to create a ticket automatically and Central Number)
● Purchased cache of replacement equipment for unplanned failures/temporary staff
● Centralized IT procedure and informational documentation on a shared file server
● Create and implement Disaster Recovery Plan
March 2015 to September 2017 Crosscountry Mortgage Brecksville, Ohio Technical Support Team Lead February 2016 to September 2017
● Assist in managing the day-to-day workload of seven direct reports
● Provide training for new IT Support Technicians
● Created a training manual for new hires
● Maintain scheduling and provide coverage in emergencies
● Schedule projects and assign technicians based on experience to drive projects to completion
● Provide daily reports from the ticketing system to track workload and performance
● Participate in management meetings to assist with departmental and business decisions
● Train my team and provide documentation on new tools, plans or strategies rolled out by
● management
● Work with developers and other departments to automate business processes such as onboarding, ticket
● Reports, equipment ordering and new security processes
● Handle issues escalated to me courteously and professionally
● Assist my direct reports with completing tasks when they have questions
● Provide direction and training on providing top-level customer service to our clients and users
● Assist with customizing and automating the Fresh Service Ticketing System
● Act as main escalation point for technical issues with Encompass our Loan Origination Software
● Coordinate equipment provisioning and replacement for new and current employees
● Manage Vendor Account Creation and licensing
● Responsible for exiting terminated employees from the premises without incident Technical Support Analyst March 2015 –February 2016
● Provide day-to-day support for users of all software including but not limited to, Encompass 360, Microsoft Office Suite, Office 365,Active Directory, Microsoft Exchange
● Work with IT Vendors to provide hardware and software support to end users
● Assist in managing inventory and hardware assignment
● Create and update user documentation
● Facilitate process for selecting and implementing new software for all departments
● Lead implementation of new software and coordinate ongoing support
● Recommend strategies to improve overall network operating efficiencies by recommending software integrations where applicable within existing applications, new applications
● Assist with reviewing and refining existing processes
● Assist in creating and refining a network-wide technology plan
● Provide input to develop technology budget process
● Creation and/or removal of User IDs in Active Directory and email accounts in Microsoft Exchange and Office 365
● Finding Solutions for issues raised by users in a timely fashion on supported platforms
● Installation of Server and Desktop Hardware
● Assist with Migration, provisioning and decommissioning of servers and desktops, laptops
● Provide input on implementing new processes to improve infrastructure and user experience
● Train new employees on accessing and using company networks and computer systems and resources
● Create documentation of processes for all users
● Updating and creating internal documentation of company processes and procedures 440-***-**** ********.****@*****.***
● Maintain and repair various copiers, printers and faxes and Scanners August 2014 – March 2015 Breakthrough Charter Schools Cleveland, Ohio Systems and Network Support Specialist
● Provide day-to-day support for users of all software including but not limited to, Power School, Power Teacher, School Net, NWEA MAPS, Bloom Board, ABE Discipline, School Reach, JitBit, EDModo, School Admin, Google Classroom, Microsoft Office Suite, Active Directory, Microsoft Exchange
● Work with IT Vendors to provide hardware and software support to end users
● Assist schools in preparation for online testing by reviewing and managing inventory and hardware
● Create and update user documentation
● Create and Manage instructional website in Wordpress for easy access to documentation
● Facilitate process for selecting and implementing new software for all departments
● Lead implementation of new software and coordinate ongoing support
● Recommend strategies to improve overall network operating efficiencies by recommending software integrations where applicable within existing applications, new applications
● Assist with reviewing and refining existing processes
● Run pilots and application tests for devices and applications
● Established relationships with school operations leaders to foster collaboration
● Assist in creating and refining a network-wide technology plan
● Work with Vendors to create network performance reports
● Provide input to develop technology budget process Education
2006 - 2007 University of Arkansas Fayetteville, Arkansa Courses in general education, pursuit of a BA in English, Writing 2017 Fred Pryor Seminar - Excelling as a Manager or Supervisor 2022 Certified Kryon RPA Developer and Kryon Advanced Commands
Contact this candidate