Technical Support Technician
Resume:
JOSEPH R. RICKENBAUGH
Evansville, Indiana, 47714
Mobile: 812-***-**** **********@*****.***
CAREER SUMMARY
IT TECHNICAL SUPPORT PROFESSIONAL with over 15 years of experience and Level II support for 7 years. Plant Floor experience troubleshooting hardware and software-related issues. Supported environments with over 1,000 users.
Technical skills:
IT Deskside Support
Teaching and Mentoring of End users
Programming: Java, VB6, VB.NET Languages
Strong Knowledge of Windows Operating Systems
Microsoft Office Applications (2023 Outlook, Teams, Excel, Word, PowerPoint)
Strong Knowledge of Computer Hardware Inventory Management
Extensive Active Directory Experience
PROFESSIONAL EXPERIENCE
AMERICAN TECHNOLOGY SERVICES, Evansville, IN 8/2024 – 3/2025 EUX Supervisor
●Managing and training a nationwide team of 12 handling end user escalated issues
●Compiling monthly reports for Board of Directors and recognizing Shine on awards
●Authorize and tracked all attendance, PTO and approved all time cards on weekly basis
●Assisted in escalated tickets and collaborated with other mangers to reach certain users
●Attended corporate and confidential meetings daily with other teams throughout company
INFOSYS, Evansville, IN 4/2024 – 6/2024 Imaging Specialist (through CompuCom, Inc.)
●Imaging 400 laptops and 200 desktops for company merger with Ivanti
●managing and updating spreadsheet of all new machines
●asset retention and organization
●staging and shipping of equipment
ASTOUND BROADBAND (formally WOW!), Evansville, IN 8/2018 – 032023 IT Corporate Support Technician II
●Performed installation and refresh of 800-900 new computers using Smart Deploy imaging system
●Installed proper hardware/software according to department and user
●Set up computer workstations with multiple monitors
●Upgraded hardware and memory in laptops and desktops manually and through SCCM software
●Performed troubleshooting and repair of computer issues
●Rejoined computers to the domain once they lost Trust
●Documentation and tracking of tickets resolved in ServiceNow
VECTREN CORPORATION, Evansville, IN 6/2017 – 5/2018 IT Corporate Support Technician II (through HR Solutions, Inc.)
●Performed installation of new computers using an imaging system
●Installed proper hardware/software according to department and user
●Set up computer workstations with multiple monitors
OLD NATIONAL BANK, Evansville, IN 4/2016 – 6/2017 ECM Analyst 1 (through Modis/Adecco)
●Supported end-users in SharePoint upgrade project, log and track bugs
●Updated MS OneNote and basic data entry
●Assisted with the Nautilus imaging project
ALCOA, Evansville, IN 9/2015 – 4/2016 VoIP Project Support (through Human Capital Staffing)
●Responsible for the retrieval of data for over 1,300 phones and the creation of a database of acquired information Verified over 1,700 extensions throughout the plant
●Assisted users in the upgrading of software and troubleshooting related to upgrades
●Oversaw the leasing of loaner equipment such as desktops, laptops, docking stations, monitors, and power supplies
●Responsible for staging, ghosting, wiping and removing computers from Active Directory
●Deployed computer change-outs
●Managed IT Helpdesk tickets and follow-up
●Supported asset inventory management
●Provided end-user support which includes teaching and mentoring
CAPITAL TECHNOLOGY SOLUTIONS, Evansville, IN 5/2015 – 8/2015 IT Help Desk (Position eliminated due to loss of a major client)
●Maintained a flexible and varying work schedule
●Responsible for all computer-related issues regarding drivers
●Entered and scheduled loads and assigned drivers
●Remote into handheld tablets to upgrade software and troubleshoot issues
●Assisted office staff with business-related concepts
●Organized, assembled, and distributed nightly reports
●Performed troubleshooting and repair of computer issues
●Trained new end-users
MILLENNIUM STEEL SERVICE, Princeton, IN 8/2014 – 3/2015 Business Support Coordinator (through HR Solutions, Inc.)
●Responsible for all computer-related issues in the warehouse
●Assembled and tested CAT 5 cables
●Assisted office staff with business-related matters
●Performed data entry of purchase and sales orders
●Upgraded hardware and memory in laptops and desktops
●Attended and led monthly meetings for improved training and procedures
●Performed troubleshooting and repair of computer issues
●Created and updated documentation such as standardized processes and diagrams
●Provided helpdesk support for desktops, laptops, and printers including toner replacement
VECTREN CORPORATION, Evansville, IN 4/2013 – 8/2014 IT Support Technician (through HR Solutions, Inc.)
●Supported Windows 7 deployment including re-imaging, updating, and deployment of over 1500 machine
●Performed installation of new computers using an imaging system
●Installed proper hardware/software according to the department
●Setup computer workstations with multiple monitors
●Upgraded hardware and memory in laptops and desktops
●Performed troubleshooting and repair of computer issues
JACKSON HEWITT, Evansville, IN 12/2012 – 4/2013 Office Manager
●Managed a 200+ client base and prepared over 200 tax returns
●Assisted in scheduling employees
●Making sure bonuses were reached each month
SELF-EMPLOYED, Evansville, IN 12/1998 – 1/2013 Computer Technician
●Responsible for Hardware/Software implementation, computer set-up, network set-up, implementation, & troubleshooting
●Repairing computer issues
●Website design
●End-user training, support, and programming
EDUCATION
IVY TECH COMMUNITY COLLEGE, Evansville, IN
Associate of Science, Computer Information Systems
TYLER JUNIOR COLLEGE, Tyler, TX
Associate of Arts, Academic
AWARDS
Eagle Scout
Who’s Who Among Students in American Universities & Colleges
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