Help Desk Technical Support

Karl Groening

Austin, Texas ***** 512-***-**** ******@*****.***

Current Self-Employed Website and Server Administrator - Seeking Full Time/Part Time I'm presently focusing on re-acquisition of essential certifications while expertly managing web hosting and design tasks for diverse websites. My expertise lies predominantly within Debian distributions such as Mint, Kali, Ubuntu and Windows 11. With a strong accentuation on networking security, my work involves meticulous working towards the esteemed CEH certification. In addition to identifying and rectifying web vulnerabilities through Apache, I undertake the transformation of older Chromebooks into Mint/Windows 11 for youth in the Philippines. Meanwhile, I also carry out vulnerability assessments using Metasploit and virtual machines.

Technical Support II Team lead Dover Fueling Solutions (03/2017 - 09/2023) As a dynamic and robust support professional, I executed extensive on-site, remote, and telephonic assistance for customers, field services, and engineering teams. Heading the nightly operations at the help desk, my responsibilities revolved around prompt resolving of issues and proficient support for all Wayne pump and register systems like NCR, Fujitsu, IBM. I exemplified innovation by creating custom tools, enhancing network support, and spearheading network mapping and programming tasks. Notably, I undertook database programming initiatives using SQL and Python, thereby automating vast network operations. Concurrently, I supported Android and iOS applications, worked closely with MNSP engineering to resolve internal VPN issues remotely and made crucial modifications in XML code. Furthermore, through frequent interactions with customers, field technicians, and engineers via Zendesk and Oracle, I was able to monitor and mentor new hires. Fulfilling SLA parameters, creating new policies for incoming calls and addressing escalated queries formed an integral part of my role.

Service Tech Lead Truno Retail Solutions (01/2015 -02/2017) Steering a team of service technicians across Austin and nearby regions, my focus remained on repair, sales, and maintenance of multiple point-of-sale systems. Successfully completing Truno’s extensive training program, I took over management of inventory for the Austin storage facility. My responsibilities extended to providing dependable on-call support for all Truno installation-related complications. I proved my technical prowess with proficiency in myriad software and hardware platforms like NCR, Win POS7, ISS45 V7/V8, IBM OS 4620, Toshiba, and more, ensuring back-ups and restorations were executed flawlessly. My role further encompassed designing and implementing network infrastructure including coax, RJ45, line-of-sight, POE, and SQL systems while establishing new store topologies and seamless off-site data backups. Junior Network Administrator Security Management Services (09/2012 - 01/2015) Spearheading the management and organization of a Multi-OS Server environment, my aim was to augment system efficiency and reliability. As a capable leader, I directed the migration of Win2K servers to IIS 6.0, simultaneously reconfiguring the SQL Engine to meet changing requirements. Tasked with administering Active Directory for substantial client bases, I ensured seamless system access and crucial security. My role broadened to include developing new test scripts for custom in-house tools, resulting in significant enhancements of the database information retrieval process. Responsibilities also included maintaining a suite of Unix servers, vigilantly supervising database updates and overall server health. Additionally, I managed a comprehensive system and desktop backups strategy, implemented potent anti-viral solutions, preventing data loss and threats. Finally, I innovated command scripts for report automation which served to streamline security access system reporting.

Help-Desk Support Blizzard (02/2010-04/2012)

Offering premier in-game support from the Austin help-desk, my expertise laid in resolving an extensive variety of software difficulties for a diverse user base. Regular duties involved guiding users through driver updates, system configurations, and troubleshooting software bugs, all with the aim of enhancing user experience. My contribution to setting up an internal Wiki system led to the creation of a robust support documentation framework. Furthermore, applying my general coding knowledge in Luna and various XML languages proved indispensable in facilitating daily operational requirements. Worldwide Environmental Products (05/2006-12/2009) Serving as a Field Service Technician, my core responsibilities circled around repairing and supporting advanced environmental equipment. I laid out troubleshooting assistance to customers tackling sophisticated automotive diagnostic emissions testing tools. Proficient in analyzing system errors, I was able to determine the specific kind of service required in any scenario. As a problem solution specialist, I deftly managed the parts, warehouse, and inventory. I effectively resolved machine hitches related to frail ground connections in the environment and addressed multi-memory issues applying VB6 and other methods. EDUCATION

● Associates in Computer Information Systems (CIS)

Texas State Technical College (TSTC), Waco

Academy of Arts (AAI), Austin

● Certifications:

A+ CompTIA

“Currently web hosting and working on CEH and AI Modeling for LLM”

I manage and host small web sites such as www.hillcountrystacia.com

Apple Certified “Intel and Silicon”

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