Support Specialist Service Desk

Bradley C. Bauer

Information Technology Professional

Kansas City, MO

816-***-**** adwnai@r.postjobfree.com

Seasoned IT professional with experience supporting federal government and enterprise environments.

GSA Region 6 IT Desk-side Support Contractor

Kemtah Group ( GSA GEO Contract) 2016 to Present

Local support Deputy Manager January 2016 to Present

Intelligent Decisions (GSA GTO Contract) 2013-2016

Catapult Technology (GSA GITGO Contract) 2008-2013

I assist General Services Administration employees, and contractors with their computer issues, and change orders. I install, configure and upgrade operating systems and software using approved business and administrative application practices skills in troubleshooting and solving hardware and software problems. By either using remote tools or visiting the user desk-side, I resolve their issues with computers IP networking, and computer peripherals. After completing the work I accurately update tickets with completed tasks and resolutions. Frequently using initiative and independent judgment within established guidelines and procedures, I set priorities and met critical time deadlines, while communicating effectively with co-workers, and when documenting service desk tickets. I've also terminated and installed cat6 ether net cable. I inventory and prepare order for all printer consumables used our region.

Served as lead technician in the absence of manager and supervised four direct reports

Extensively worked with service desk tools system, including creation and response to tickets

Traveled to remote locations across four state region, including overnight travel when required

Participated in revolving on-call schedule to provide 24/7 service to users

Troubleshoot various technical issues dealing with printers, network, and phone systems

Experienced configuring android and iphones with security apps and user's email address

Successfully administered user accounts, including creating, deleting and adding to groups

Provided support in setting up audio and visual technology for conferences and meetings

Sprint Enterprise Solutions Center Client Support Specialist 2000 to 2007

As an Enterprise Solutions Center Client Support Specialist I assisted employees and vendors with various computer and network issues. Supported applications include Windows 2000, Microsoft Office, including Outlook 2003 with exchange server,. With each call taken I have accurately logged a ticket and either resolved or dispatched the ticket appropriately. I worked with clients to solve hardware issues with both desktop and laptop computers. In addition to helping users with individual issues I accurately logged outage tickets, and consulted with the Event Management Team members.

Certification

itil 2011 Foundations certification

Active Public Trust Security clearance

Education

University of Central Missouri, Warrensburg, MO

Bachelor of Science in Hotel and Restaurant Administration

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