Tier 2 Tech, Asset Manager, Software Trainer, Installer & Repairman

STEVE HEBLER

419-***-**** U.S. Citizen *****@*******.** LinkedIn Profile

EDUCATION

Master’s Degree – Mathematics

Bowling Green State University, Bowling Green, OH (2006) Bachelor’s Degree – Mathematics

Bowling Green State University, Bowling Green, OH (2003) EMPLOYMENT

Owner/Operator

HEB-Tech Consulting LLC – VA / MD / OH / MI

Jan 2018 – Present

• Troubleshoot & repair desktops, laptops, printers, and other agricultural electronics for farming co-ops

• Install agricultural and financial software packages for regional farming community members

• Install network adapters, modems, switches, APs, repeaters, network drops, CAT-7 and RG-6 cabling

• Support technology needs for ~1,300 units at the Watergate @ Landmark Condominium community A.I. Mathematical Coding Analyst

Google & Global Logic – Remote

March 2024 – Present

Artificial Intelligence, Machine Learning, Generative Text Models, and Natural Language Processing:

• Modify STEM textbooks converted to the LaTeX formatting language Asset Panda Project Manager & Tier 2 Technician

Community of Hope – Washington, DC

August 2023 – October 2023

• Provide a complete system clean-up of over 700 employees and 1,200 computer assets

• Manage four IT Support Specialists and four IT Support Externs in the proper use of Asset Panda

• Use Kaseya RMM to track and manage computer assets on local and remote networks

• Securely wipe, dismantle, recycle/dispose of any outdated or damaged computer-related equipment

• Provide quick repairs or replacement of internal parts for all laptops, desktops & printers

• Manage the storage and deployment of all available, surplus, and disposed computers, printing, peripheral and cabling devices and supplies

• Provide basic Tier 2 support to Community of Hope admins, employees, patients, and guests Computer Operations Technician II

Northern Virginia Community College – Springfield, VA January 2023 – May 2023

• Support 3,500 medical students and over 100 faculty, staff, and support employees

• SME for imaging, updating & deployment via SCCM for Win 10/11 desktops, laptops and tablets

• Track and manage 700+ physical and digital assets using Asset Panda

• Maintain end-user tickets using the SmarterTrack Ticketing System

• Troubleshoot & repair Mac/Win desktops, laptops, printers and other deployed equipment

• Support Extron & Crestron A/V operations in lecture halls and classrooms Tier 2 Lead Support Engineer

National Institutes of Health – Bethesda, MD

July 2022 – December 2022

• Resolve escalated tickets in ServiceNow via in-person, telephone, email, or Bomgar remote

• Troubleshoot & repair Win/Mac desktops, laptops, printers, and other deployed equipment

• Image macOS using JAMF and Windows 10 using SCCM

• Program and deploy new VoIP telephones across NIH campuses Tier 3 Technician Team Leader & Senior Trainer for KRONOS Deployment WMATA – Washington, DC

Aug 2020 – Nov 2021

• Onboard, train, schedule, and support eight Tier 2 MetroTime technicians for 24/7/365 support

• Support 9,000 WMATA employees’ training, deployment, and use of KRONOS Workforce Central

• Assist all ranks of the Metro Transit Police Department’s training & use of TeleStaff and WFC

• Team with Payroll, Human Resources & Kronos Leadership to resolve configuration issues

• Provide MS Teams, telephone & email support to troubleshoot timecard, scheduling & time-off issues Tier 2 Technician & Senior Trainer for GOTRS 2.0 Deployment WMATA – Washington, DC

Oct 2019 – Dec 2020

• Support 2,000 contractors and employees using GOTRS 1.0 (General Order Track Rights System)

• Train current Requestors for the deployment of GOTRS 2.0

• Update all training materials to show visual and operational changes in GOTRS 2.0

• Plan, create and manage all Requestor training sessions using WMATA’s ELM app

• Using Microsoft Teams, facilitate audio & video training sessions for 100% online demonstrations using VPN connections, training environments, and follow-up videos provided to class participants Tier 2 Solutions Specialist

Focus Data Solutions – Alexandria, VA

June 2019 – Oct 2019

• Provide phone, remote, and on-site technical support to 53 small-to-medium businesses

• Troubleshoot hardware issues, conduct problem analysis, manage hardware/software configuration and installation, troubleshoot communications devices and peripheral equipment

• Completed assigned project work, configurations, installations, migrations, and troubleshooting Tier 3 Technician with VIP Support & IT Help Desk Training Manager WMATA - Washington Metropolitan Area Transportation Authority – Washington, DC May 2018 – Jan 2019

• Support 18,000 contractors and employees in all areas of technology and communications

• Onboard new Help Desk technicians via badging, training & setup of all network accounts

• Re-image Dell desktops, laptops & tablets with Win 10, Office365/2016 & other baseline applications

• Support deployment & retraction of Kronos Workforce Central & re-activation of PeopleSoft Timeclock

• Install large-scale deployments of desktops, secondary displays & printers at flagship locations

• Support VIP customers and Special Projects at the request of the IT Deputy Chief, Chief & COTR

• Perform RAM & HDD upgrades and printer fuser replacements as part of the Break-Fix team Tier 2 Technician & Senior Software Trainer - ASPEN Student Information System Deployment DC Public Schools – Washington, DC

May 2015 – Sept 2016

• Training base of 50,000+ district employees; 60,000+ students

• SME, classroom and training specialist for Aspen SIS Gradebook training program

• Develop comprehensive master schedules for 120+, K-12 school buildings

• Create and deliver online support using MS Office, WebEx, Captivate, and Camtasia

• Create, proof and update training and support documentation, including quick reference guides

• Troubleshoot software, hardware & network issues via Aspen hotline, email, walk-in & school visits

• Oversee the District’s PARCC standardized assessments at on-site school locations Tier 2 Technician & Senior Software Trainer

U.S. Patent & Trademark Office – Alexandria, VA

Feb 2013 – May 2015

• Training base of 11,000+ patent examiners, both local and remotely across the COTUS

• Classroom trainer for patent examining proprietary software, COTS and GOTS

• SME and training developer for MS Word 2016 training modules

• Troubleshoot software and hardware via Group Chat, Hotline, email and face-to-face assists

• Create and deliver online courses using MS Office, WebEx, Captivate and Camtasia

• Encrypt, image, configure & troubleshoot laptops, desktops, displays, printers & projectors TEACHING & EDUCATIONAL TECHNOLOGY

Technology Coordinator / Math Department Chairman

Libbey High School, Toledo, OH (1998 – 2010)

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