HERBERT “BERT” ALLEN

PHONE 801-***-****

adyf3u@r.postjobfree.com

Experience Summary:

Quick learner and highly professional customer service representative with presentation, team building, interpersonal, Oral Communication, & Problem Solving has been something that I have been given the ability to do with ease.

Ability to work in high pressured global environment. Supporting up to over half a Million users

Provided 24/7 support to the customer’s. Software support ( Hardware issues ) on call

ITIL certified through the US Department of Veterans Affairs

Familiarity of SSL certifications

Windows 2000 server, Windows 7, Windows 8, Windows 10 can navigate through MAC OS

CAC PIV, PKI Certifications card experience, Active client application for card readers.

VPN client's Citrix, Cisco, & Netgear

Active Directory account creation. "LDAP"

Call tracking applications vary worked with over a dozen ticketing systems

Attention to detail

Built over 50,000 computers while with Gateway from installing the system board to loading the ghost image leading to "break fix" experience

Remote Computer Administration

Jamf Pro system knowledge

Azure Desktop Analytics Administrator, Cloud Device Administrator, & Helpdesk Administrator

IT Equipment tier 2 Myriad Genetics INC. Dec 2021- Current

Equipment setup for deployment Windows, droid, IOS & Macintosh.

Creating documentation for correct process of equipment setup

teardown of returning equipment for reuse/decommission

Training the team on proper documentation of teardown process.

Setting up e-waist vendor for old equipment removal & disposal.

Training staff for educational purpose of all aspects of my job duties.

Systems used are jamf pro, Azure, Apple Business Manager

Field Tech tier 4 HCL America Oct 2021- Nov 2021

Going to client sites replacing defective hardware.

Reloading Macintosh OS & Windows OS over the network.

Repairing Defective equipment, Located in client location's

Network Admin/Assistant Pioneer Propriety Management Sep 2019-Sep 2021

Keeping the propriety network up to date and secure.

Rebuilding computers as needed for propriety tenets and management.

Keeping up on the latest computer technology

System Admin for the complex and the 41 tenets

Tier 2 Desktop support Morgan Stanley Sep 2018- Sep 2019

Remote rebuilds of computers Nationwide.

acting as service coordinator between my team and other groups to get outages directed to teams for immediate attention to fix or place a work around to minimize work flow. - working closely with upper management at time of outages

Front Line Service Desk Intermountain health care May 2018- Sep 2018

Working with Doctors & Nurses for application access including AD password reset's in LDAP

Resetting AS400 profiles

Assisting users with Dragon speak.

National service desk Department of Veterans Affairs ADAMS/ASMR Dec 2015-Mar 2018

Working with Doctors & Nurses to help with whatever needs that they require from resetting a AD password to updating .dat files of the nac agent

Configuring PKI encryption in outlook for users

Configuring Mobil Pass for clients “ Working directly with Citrix”

Working with users Cisco VPN client "Rescue" application for users

NSOC configuration & identifying virus within the network

Training fellow co-workers on Customer Service.

Network Admin/Assistant Pioneer Propriety Management Jan 2009–Dec 2015

Keeping the propriety network up to date and secure.

Rebuilding computers as needed for propriety tenets and management.

Keeping up on the latest computer technology

System Admin for the complex and the 37 tenets

Tech Support Executive Assistant (Netgear business products) CSSSLASH Nov 2007 – Jan 2009

Taking calls and emails from Network admins to configuring VPN software, Vlans, Lans, tags and wireless security.

Responding to email support questions averaging 60-80 cases per day email and phone.

Answering reseller questions. Advanced configurations.

Working within a team of 40+ agents. Promoted to the Manager on Duty after only 8 months.

Keeping track of the call volume monitoring coworkers for call avoidance and excessive breaks.

Keeping the call abandon rate down, below the level the client (Netgear) asked.

Doing a large part of the team leads job such as pay roll, employee reprimands, and supervisor calls.

NT password reset to updating network security protocols attention to detail customer service problem solving and oral communication.

Helpdesk Administrator (State of California) LEK Consulting Apr 2007 –Jun 2007

Working with many users across the state.

Working on the servers, Routers, Managed Switches L2 and L3.

Mobile Supporting up around 250+ users weekend on call.

Providing 24/7 support to user’s.

Education

Taylorsville High School, Salt Lake City, UT. 1989-1992 Diploma

Interests

I am interested in technology and how fast it changes trying to stay on top of new things.

Looking to move back to Florida.

References

References are available on request.

Certificates

A+, NET +, CCNA, CCNP all expired

Contact this candidate