Help Desk Technical Support
Resume:
Kenneth A. Bise
Springdale, Arkansas
Contact number: 479-***-****
Email Address: *******.*.****@*****.***
Summary:
Provide Help Desk Support for troubleshooting equipment malfunctions. Use Dameware to provide remote Help-Desk support and log trouble tickets in Remedy.
Repair equipment used in plant facilities including Symbol scanning equipment, plant labeling equipment, TimeLink and Simplex Time clocks, and wireless connectivity devices.
Design and implement network environments.
Provide operational support for enterprise-wide Digital OpenVMS and Unix computing environment.
Serve as an interdisciplinary second-level technical support resource.
Provide on-call problem resolution and troubleshooting.
Identifies severity and impact and documents details in the Remedy 7 call tracking system.
Provide first level technical support for Wal-Mart Home Office and Distribution Centers associates world-wide as well as external customers.
Provide printer support for IBM printers, Xerox copiers, Lexmark and a variety of HP printers.
Provide support for Windows 10, Office 365, and Outlook for customers worldwide.
Provided Data Center Support for 6+ years as a computer operator and previous help desk experience.
Technical Portfolio:
Software
OpenVMS
Windows NT, Windows 9x
Windows 3.x/Windows 8.x/Windows 10/Windows 11
MVS/XA
DOS/VSE
BASIC
FORTRAN
COBOL
NATURAL
UNIX
Linux
Remedy Ticketing System
ServiceNow Ticketing System
Microsoft Office 365
Active Directory
Hardware
VAX 7000/840, 9000, and 10000/840
Alpha Server 2100, 3000, and 4000
Digital Storage Works peripherals
Intel and Alpha based PC’s and servers
IBM 4341 and 3090 mainframes
FDDI, 10BaseT, and serial network equipment
Various tape drives and tape loaders
High-throughput laser and impact printers
Symbol scanning Equipment including VC5090, MC9060, MC9090, LS3478, and VRC8946
Windows based tablets and handheld devices
Android based tablets and handheld devices
IBM Point of Sales Systems (POS)
Cisco Wireless Access Points
Various Models of HP, Lexmark, and Konica Minolta Printers
Education:
1982 – 1984 Arkansas College of Technology Little Rock, AR
Associate of Applied Science
Emphasis: Business Computer Programming.
Honors: Dean’s List, Perfect Attendance, Data Processing Design Award
Professional Experience:
Konica Minolta, Rogers, AR
07/2018 – 12/2024
Office Systems Specialist 2
Performs full range of on-site maintenance and repairs on assigned products to include technical diagnostics, break/fix, installation, removal and customer call assistance. Printer models includes HP, Lexmark, and Konica Minolta Bizhub.
Manages territory, inventory and customer relationships, along with maintaining a high level of customer satisfaction.
Successful completion of training classes and effective servicing of those products, requests assistance when necessary to meet customer demands and for reoccurring issues.
Develops territory and inventory management skills with assistance to provide cost effective service to our customers.
Follows proper call handling procedures while maintaining the minimum call per day average.
Shows measurable progress in technical abilities, troubleshooting techniques and productivity.
Establishes an up-to-date file of service manuals, part books and other service literature using the laptop issued to them and develops familiarity with contents.
Maintains and manages tool kit, supplies, and accurate inventory for assigned territory.
Responsible for maintaining a “trunk stock” inventory with a value over and above $1000.
Maintains effective relationships with customer and fellow employees.
Provides sales support as required (i.e. advising sales on problems accounts, service leads).
Accurately and timely completion of invoices and expense reports.
Must follow the policies and procedures set forth by Konica Minolta.
Konica Minolta, Rogers, AR
03/2018 – 05/2018 (Contract)
Office Systems Specialist
Deliver and install ink/toner for all printers in Mercy Hospital and all outlying clinics in Northwest Arkansas.
Troubleshoot and repair printers as needed.
Keep inventory of supplies and place orders as needed.
R&R Solutions, Inc. Gravette, AR
11/2017 – 12/2017 (Contract)
Help Desk Technician
Assist field tech in making IP address changes using dashboard and Windows for new network switch upgrade at multiple Murphy USA sites all over the United States.
Take phone calls from field techs and provide troubleshooting over the phone if issues occurred during the network switch swap.
Performed pre pings and post pings of affected network equipment before and after the new network switch swap and took screen snapshots for documentation purposes.
Filled out proper online forms to show that the job was completed from start to finish before releasing field tech to proceed to his next location.
Wal-Mart, Inc. Bentonville, AR
02/2011 – 10/2017
Unix Technician IV/Technical Support
Provide first level technical support for Wal-Mart Home Office and Distribution Centers associates world-wide as well as external customers.
Identifies severity and impact and document details in the Remedy 7 call tracking system.
Works in partnership with all IT teams and management to find solutions, and/or escalates issues to appropriate IT groups for resolution.
Work problem tickets in Remedy 7 tickets that are assigned to our team.
Create and update documentation used for procedures and troubleshooting issues.
Help train incoming new associates.
Assists other team members with issues that may arise throughout the day.
Assists management in monitoring our area and team members.
Used Microsoft Office 365 tools for correspondence and creating reports.
Used Active Directory to assist in password resets and unlocking user accounts
Provide printer support for IBM printers, Xerox copiers, Lexmark and a variety of HP printers.
Provide Help Desk Support for troubleshooting equipment malfunctions. Use Dameware to provide remote Help-Desk support and log trouble tickets in Remedy.
Contact this candidate