Technical Support Client Service

Larry Schiltz

Neenah, WI *****

920-***-**** ***********@*****.*** WWW: Bold Profile

Professional Summary

Customer oriented technician with over 25 years experience working in the fast-paced IT field. Specializing, but not limited in desktop computer maintenance, troubleshooting, repair and training. Experience with server and network equipment. Provide support in diverse environments from small offices, large corporations, remote offices and home-based employees. Experience with team dynamics at every level, including independent, team and leadership roles.

Accomplishments

Recipient of individual and departmental awards for providing stellar client service.

Resolved Retail product issue through consumer testing.

Trained and led technical support teams of more than 20 support specialists.

Documented and resolved metered network connections which led to the resolution of connections of on Branch PCs.

Skills

Analytical troubleshooting capabilities

Virtual assistance

Technical assistance and troubleshooting

Effective problem-solving abilities

Hands-on repair experience

Customer training support

Implementation of security protocols

System management

Issue tracking and management

Data restoration expertise

Application deployment

Efficient issue resolution

Work History

01/2020 to Current

Branch Support Technician

NTT Data – Neenah, Wisconsin

Diagnose Branch hardware and software problems

Responsible for all Retail Branch hardware and software systems

Sleep Settings Project – Identified issue where branch tablets went to sleep within a few minutes of removal from dock

Brought the correct teams into play to change settings on newly created tablets before being put into production

CEI Project – Identified issue where branch software would not function on machines numbered above 100

Created, documented, and rolled out a work around while the teams creating the workstations repaired their system

Centralized Print Project – Worked with the developer of the Centralized Print application to identify and remedy missed workstations as well as broken deployments of the software

I also created documentation for troubleshooting issues with the application

Metered Network Connection Project – Identified the issue of metered network connections on Branch PCs and document the issue as well as the remedy

01/2000 to 01/2020

Network and Computer Systems Technician – Branch Support Systems Administrator

Firstar / U.S. Bank – Oshkosh, Wisconsin

Diagnosed hardware and software problems, and replaced defective components

Designed, configured, and tested computer hardware, networking software and operating system software

Responsible for daily operation across multiple locations with over 10,000 users both locally and worldwide

Create, maintain and troubleshoot Virtual desktops throughout the corporate footprint

Creation and maintenance of VoIP phone systems

Diagnose Branch hardware and software problems

Responsible for all Retail Branch hardware and software systems

Aging PC Replacement Project – Organized and ran project to replace all aging PCs in Wisconsin

Project was completed ahead of schedule, so I was sent around the country to oversee other teams to complete the project

RAM Upgrade Project – Identified machines in the Region 4 area that had less than the Bank mandated RAM of 16gig, ordered, and had the memory installed

Education

Associates of Science: Information Technology

Rasmussen College

Bachelor of Science: Information Technology Management

Rasmussen College

GPA: (Summa Cum Laude)

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