Support Technician Technical

Brian Luhn *********@*****.*** 608-***-****

TECHNICAL SUMMARY

4+ years of Technical Support on Windows 7,10 and Mac OS communicating via email, phone, and SMS. Some of the technical support experience includes: imaging PC's/Tablets, updating software/Hardware. Mac Experience includes: replacing hardware and doing software updates/downloads.

Software experience includes: Service Now ticketing, Freshdesk ticketing, Cherwell ticketing, service now, Airwatch, Microsoft Office Suite (Word, PowerPoint, Outlook, Excel), MobileIron security, Citrix, Imprivata, Dell Encryption, Bomgar remote software and Director remote software, Dragon, drivers for different hardware for example Fujitsu scanners and HP printers, and many more.

Knowledge of Network terms LAN/WAN, VPN, IP, TCIP

Some knowledge of SQL and Python

PROFESSIONAL EXPERIENCE

Gap

Analyst August 2019- Present

Solved inventory/financial issues for stores

Created excel graphs/pivot tables for store inventory

worked with vendors to solve inventory issues with stores

Used service now for ticketing software.

Sutter Health Hospital, Sacramento, California October 2018-August 2019

Desktop/Implementation Technician

Ran tickets from Cherwell

Experience setting up printers for follow me printing

Imaged Remote PCs, thin clients and Kiosks

Used Cherwell for ticketing software

Experience taking apart computers and printers

Experience with active directory and naming computers

Experience with patching in data closets and using fluke

The World Bank, Washington D.C, District of Columbia January 2017- June 2018

Support Technician

Diagnose Polycom and Cisco video conferencing systems. Includes resetting network connection

Setup and operate audio visual equipment

Troubleshoot network connections including VPN connections and local connections

Put in tickets for AV engineers to troubleshoot AV equipment. (FreshDesk)

Face to Face client interaction, and email/phone interaction.

Worked with VOIP (Cisco and Polycom)

EDUCATION & PROFESSIONAL DEVELOPMENT

The Institute of Production and Recording, Minneapolis, Minnesota

Associates in Audio Engineering and Recording

Final GPA 3.2

Intern for Paul Bolen on the Y and Rich Kidz project

Intern for Jerry Griffis on the READ after School Program

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