Help Desk Information Technology

Remi Grote

Education

University of Cincinnati

• College of Education Criminal Justice and Human Services

• Bachelor of Science in Information Technology - Cybersecurity

• Class of 2019

Experience

Cincinnati, Ohio

Solutions Team Manager, ClearChoice Management Services April 2022 - October 2023

Denver, Colorado

• Created quarterly goals for my team

• Oversaw Ticketing System (Freshdesk) for the Solutions Team

• Conducted a daily team huddle

• Provided Training and Information sessions for other departments

• Created documentation for newly implemented software

• Audited user identity and access permissions to maintain Principle of Least Privilege

• Provided weekly reports of ticket volume and SLA violations to IT leadership

• Managed assets end of life and replaced devices accordingly

• Facilitated communcation between vendors and Clearchoice offices

• Provided retraining sessions to the Solutions team

• Interviewed and trained new help desk technicians

• Collaborated with other IT teams on hardware and software implementations

• Managed ordering and deployment of new assets

• Created a structured onboarding process of progressive access

• Acted as point of contact for urgent, high level issues

• Supported Solutions team with troubleshooting

o Windows and macOS,VPN/WiFi connectivity, software licensing, printers, document scanners, faxing, softphones, call routing, building access management, mobile devices via google device policies, 3D-CT imaging software, in-office conference systems, desk setups, cable management

+1-513-***-**** *********@*****.*** linkedin.com/in/remigrote7072 Denver, Colorado

Imaging Modality Engineer, ClearChoice Management Services October 2023 - Present

• Specialized in the maintenance, optimization, and technical support of advanced medical imaging systems, including 3D CTs, and X-rays, ensuring high reliability.

• Worked extensively with Planmeca Romexis, troubleshooting servers, workstations, and imaging equipment

• Facilitated upgrades of over 100 offices' servers and workstations to latest version of Romexis

• Collaborated with 3rd party support teams, on-site technicians, office staff, and the compliance department to coordinate scheduling, maintenance, upgrades, and office availability, ensuring minimal downtime and seamless operations.

• Utilized SolarWinds N-able MSP to remotely push updates and install the latest versions of Romexis across multiple office locations, ensuring consistent software compliance and minimizing downtime.

• Worked extensively with 3Shape Unite, leveraging installation scripts to efficiently roll out the newest software versions to office workstations IT Co-op, The Armor Group Inc.

January 2018- August 2018

Mason, Ohio

• Provided tier 1 and 2 technical support to employees

• Managed IT requests via Spiceworks

• Remotely assisted employees via Teamviewer

• Ran and punched Ethernet jacks and patch panel for a newly constructed office

• Created IT acquisition requests and tracked IT asset inventory

• Organized and conducted departmental computer upgrades Student Worker, UC Lindner College of Business IT Service Desk August 2016 - August 2019

Cincinnati, Ohio

• Provided technical support to students and faculty

• Managed IT requests via ServiceNow

• Installed software and hardware to computers and classrooms

• Communicated with department heads

• Managed student workers for moving staff equipment to new buidling References

References available upon request

Solutions Team Technician, ClearChoice Management Services November 2019 - January 2021

• Created and managed user accounts and devices in Active Directory

• Imaged laptops for corporate new hires and configured software according to hiring managers request and new hires' responsibilities

• Facilitated communication with 3rd party IT Support for specialized 3D-CT imaging technology

• Imaged and configured PCs for new workstations in remote offices

• Managed IT requests via Freshworks

• Remotely assisted employees via N-Able(N-central)

• Acted as point of contact for all IT support requests and general troubleshooting o Windows and macOS,VPN/WiFi connectivity, software licensing, printers, document scanners, faxing, softphones, call routing, building access management, mobile devices via google device policies, 3D-CT imaging software, in-office conference systems, desk setups, cable management Denver, Colorado

Solutions Team Supervisor, ClearChoice Management Services January 2021 - April 2022

• Submitted proof of concepts for improving procedures

• Interviewed and trained new help desk technicians

• Submitted detailed security incidents to security manager and legal team review

• Improved onboarding/offboarding processes with the use of scripts

• Managed IT requests via Freshworks

• Managed ordering and deployment of new assets

• Created a structured onboarding process of progressive access

• Acted as point of contact for urgent, high level issues

• Delegated tasks to help desk technicians

• Audited user permissions and asset inventory periodically

• Used Okta for SSO user management

Denver, Colorado

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