Customer Service Support Specialist

Bryan J. Shollenberger

509-***-**** * *******@*****.***

SUMMARY:

Twenty years of experience in Business information systems, accounting and information technology support, including; Systems Administration, Network management and Operations support; End user and Networking support, Microsoft systems expert, experience working within Citrix, Linux, and windows environments and network operations support and End user customer services as well as, Email MS Exchange Administration and support, records management, printing and publications, audio visual equipment, and information security and assurance.

-Expert in PC hardware architecture and Windows Operating systems, as well as software deployment to end users as a support function. Specialist in printers, and other peripherals. Extensive experience in Microsoft desktop applications, Cisco VPN, MS Office (Word, Excel, Visio, Project, PowerPoint, and Access), Anti-virus applications, and MS Server, and networking applications procedures, and databases.

EDUCATION:

Waitsburg High School Graduated 1997

Associate in Arts and Business Degree, Walla Walla Community College 06/2001

●Business Administration, Accounting, and Computer Applications in Business

WORK EXPERIENCE:

Nectar Lifesciences Ltd. Richland, WA

Payroll / Administrative Support Specialist 03/22-- Present

●Providing remote support for payroll and administrative functions within Accounts Payable.

●Working with multiple levels of management and workforce to assure accurate and timely accounts and payments made while assisting with other administrative functions as needed.

Elite Services Systems Technician Walla Walla, WA

Network/Server/End User Support 11/12—03/22

●Providing network and systems support for contracted companies and residential clients.

●Working with multiple agencies, vendors, clients and levels of management and other Information staff to maintain consistency and reliability of Systems operations.

●Managed systems and network security projects and implemented security patches.

Lockheed Martin/ DoD CPMS/ VHA Helpdesk Richland, WA

Computer Operations Support Analyst 10/09-- 12/11

●Providing network and systems support for the DoD Civilian Personnel Management System (CPMS).

●Providing hardware, software, and general systems operations services for the continued deployment, support, documentation, and enhancement of the information system.

CACI / U.S. Army Corps of Engineers ` Walla Walla, WA

Help Desk Coordinator I 10/06 – 06/09

●Provided outstanding customer service and technical support to a variety of people, departments, and levels of the US Army Corp of Engineers Walla Walla district (700+ employees, 600+ Desktops, 150+ Portable/Laptops, 9 projects and sites).

Banner Corporation Walla Walla, WA

Computer Support Specialist 06/05 – 05/06

●Provided telephone and on-site customer support, service and issue resolution for computers and banking applications to users throughout the bank’s 85 locations, 900+ users, 600+ desktops and 200+ mobile banking stations, printers.

●Administered Microsoft Networks and Servers, Citrix Servers, supported Clients, and Workstation for 800+ users on Domain

Sykes (2001-2004) Milton-Freewater, OR

Information Systems Team Manager 1/2003 - 7/2004

●Directly managed a team of 20+ Information Systems Technicians to provide customer service and technical support for MSN Broadband

●Administered performance coaching and evaluations, daily analysis of team statistics, and monitoring transactions (calls, emails, web response, etc.)

Reporting Analyst 10/2002 to 1/2003

●Assessed contracts objectives, requirements and baseline models, estimated, and developed local policies, plans, and processes, and ensuring that work to be accomplished is compliant with internal policies and guidelines

●Studied and analyzed assigned functions and operations to determine the most cost-effective process or procedure

Microsoft/Gateway Computer Technician 8/2001 to 10/2002

●Obtained extensive knowledge of hardware and software technical support of Gateway computers and

Microsoft applications required to enhance customer service and satisfaction while providing outstanding technical support and customer service for Gateway and Microsoft contracts.

SPECIALIZED TRAINING:

●Cisco VPN Client Training 11/2007

●Hard Drive and Mobile Encryption Training 1/2006

●Citrix Server and Client Training 6/2005

●Advanced MS Office 2003 Training (VBA programming) 4/2004

●Sykes Management Excellence Certified 1/2003

●Microsoft Customer Service Training 10/2002

●Gateway Computers Certified Technician 8/2001

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