Desktop Support Level 2

Versatile IT Professional with more than ** years of

experience in networking, hardware service and repair, and applications. Strong understanding of legacy

programs, operating systems and networking solutions. Excel at servicing systems to maximize uptime and system reliability.

MICHAEL SCHWALBACH

IT TECH ANALYST

Email: ************@*****.***

Phone: 414-***-****

Location : Franklin, WI

Provide IT phone and physical support to desktop end users Provide support for on call escalations and conducting root cause analysis of issues

Independently resolve tickets within contractual service level agreements

Ticket creation for phone calls and emails from end users for Level 2 and 3 support groups to complete via the ServiceNow ticketing system

Replace, repair and refresh IT devices

Improved equipment functionality by diagnosing and repairing computers and related devices

Enhanced customer satisfaction by providing timely and efficient repair services

Desktop Support

Imaging Systems

Ticket Reporting Systems

Certified Dell/HP Repair

Printer Repair/Support

VPN Setup & Support

Install Windows OP

Systems

Remote Access Assist

Windows Suite

Google Suite

SUMMARY

WORK EXPERIENCE

EXPERTISE

Hardware Repair Technician. 1/2023 - 2/2024

Unisys Technology Solutions

EDUCATION

Associate Degree, Applied

Science, Electrical Technology,

Milwaukee Area Technical

College (MATC)

Network Tech, MS Server 2008

administration

Novell education certificate

Cisco CCNA certificate

Available upon request

REFERENCES

CONTACT

HCL Specialist 11/2021 - 11/2022

TEKsystems@Ascension Medical - Milwaukee

IT Technician 12/2018-11/2020

Worldwide Tech Services

Perform onsite Dell and HP laptop repair for clients as a certified technician

Replace/repair LCD screens, system boards, memory, hard drives and keyboards

Maintenance Service Tech. 7/2023 - 11/2018

Pitney Bowes Presort Services

Provide support for location computers, hardware, OCR camera, and videojet printers. Utilize IVT 6100 OCR camera. System operates on Windows XP, Windows 7 and compatible software.

Achieve 90% OCR and videojet uptime, performing periodic manual adjustments and calibration.

Regularly rebuild mail feeder utilizing on-hand service parts.

Contact this candidate