Steve Hebler, IT Technician
Alexandria, VA, 419-***-****, *****@*******.**, LinkedIn Profile
SUMMARY Proactive IT Technician with over 10 years of extensive experience in managing IT operations and providing technical support. Proficient in troubleshooting desktops, laptops, and network equipment, as well as AV technologies across diverse environments. Demonstrated success in supporting large user bases and executing systems cleanup projects, benefiting organizational efficiency. Ready to leverage unique skills to enhance technical support and operational excellence for the team. WORK EXPERIENCE
01/2012 – Present IT & AV Operations, Repair & Training Technician, Watergate
@ Landmark Condo Complex
Alexandria, VA
Facilitate IT & AV technology support for over 1,300 units across five buildings
Diagnose and resolve issues with desktops, laptops, peripherals, and A/V equipment, including essential imaging and cloning services Set up and maintain Comcast Xfinity services including cable, telephone, streaming, and internet devices
Install network components such as NICs, modems, switches, APs, repeaters, network drops, CAT-6+, and RG-6 cabling Troubleshoot and repair devices through RealVNC Server access and in- person consultations
Implement and provide training on agricultural and financial software packages for local farming community members
03/2024 – 05/2025 A.I. Mathematical Coding Analyst, Google & Global Logic Remote Engage in comprehensive research on Artificial Intelligence, Machine Learning, Generative Text Models, and Natural Language Processing Revise and enhance STEM textbooks formatted in LaTeX for use as training tools by AI systems
08/2023 – 10/2023 Asset Panda Project Manager & Tier 2 Technician, Community of Hope
Washington, DC
Execute a thorough system clean-up for over 700 employees and 1,200 computer assets
Supervise a team of four IT Support Specialists and four IT Support Externs in optimal Asset Panda utilization
Utilize Kaseya RMM for effective tracking and management of computer assets across both local and remote networks
Securely wipe, dismantle, and responsibly recycle or dispose of outdated or damaged computer equipment
Perform prompt repairs or replacements of internal components for all laptops, desktops, and printers
Coordinate the storage and deployment of available surplus and disposed computers, printing, peripheral, and cabling supplies Deliver basic Tier 2 support to Community of Hope administrators, employees, patients, and guests
01/2023 – 06/2023 Computer Operations Technician II, Northern Virginia Community College
Springfield, VA
Provide support for 3,500 medical students and over 100 faculty, staff, and supporting employees
Act as Subject Matter Expert for imaging, updating, and deployment of Windows 10 and 11 using SCCM across desktops, laptops, and tablets Track and manage over 700 physical and digital assets with Asset Panda Maintain user helpdesk tickets using the SmarterTrack Ticketing System Diagnose and repair hardware issues for Mac and Windows desktops, laptops, printers, and other deployed equipment
Support A/V operations utilizing Extron and Crestron systems in lecture halls and classrooms
01/2022 – 12/2022 Tier 2 Lead Support Engineer, National Institutes of Health Bethesda, MD Resolve escalated tickets using ServiceNow through in-person support, telephone consultations, email, and Bomgar remote assistance Diagnose and repair hardware and software issues for Windows and Mac desktops, laptops, printers, and other devices
Image macOS via JAMF and deploy Windows 10 using SCCM Program and implement new VoIP telephone systems across NIH campuses
01/2020 – 12/2021 Tier 3 Technician Team Leader & Senior Trainer for KRONOS Deployment, WMATA
Washington, DC
Onboard and train eight Tier 2 MetroTime technicians for continuous 24/7/365 support
Facilitate training and deployment for 9,000 WMATA employees using KRONOS Workforce Central
Assist in training sessions for all levels of the Metro Transit Police Department on TeleStaff and Workforce Central
Collaborate with Payroll, Human Resources, and Kronos Leadership to address configuration challenges
Provide MS Teams, telephone, and email support to address timecard, scheduling, and time-off inquiries
01/2019 – 12/2020 Tier 2 Technician & Senior Trainer for GOTRS 2.0 Deployment, WMATA
Washington, DC
Support over 2,000 contractors and employees utilizing GOTRS 1.0
(General Order Track Rights System)
Train Requestors in the deployment of GOTRS 2.0
Revise all training materials to reflect visual and operational updates in GOTRS 2.0
Plan, create, and manage Requestor training sessions through WMATA's ELM app
Utilize Microsoft Teams to conduct online training sessions with 100% participation using VPN connections, training environments, and follow-up videos for class attendees
01/2019 – 12/2019 Tier 2 Solutions Specialist, Focus Data Solutions Alexandria, VA Provide technical support via phone, remote connections, and on-site visits to 53 small-to-medium businesses
Diagnose hardware issues, conduct comprehensive problem analyses, and manage hardware and software installation configurations Complete various project assignments including configurations, installations, migrations, and troubleshooting activities 01/2018 – 12/2019 Tier 3 Technician with VIP Support & IT Help Desk Training Manager, WMATA - Washington Metropolitan Area
Transportation Authority
Washington, DC
Support 18,000 contractors and employees in all facets of technology and communications
Onboard new Help Desk technicians including badging, training, and setting up all network accounts
Reimage Dell desktops, laptops, and tablets with Windows 10, Office 365/2016, and other essential applications
Facilitate deployment and retraction of Kronos Workforce Central and reactivation of PeopleSoft Timeclock systems
Manage the installation of large-scale deployments of desktops, secondary displays, and printers at flagship locations
Assist VIP customers and oversees Special Projects at the request of IT management
Execute RAM and HDD upgrades and printer fuser replacements as a member of the Break-Fix team
01/2015 – 12/2016 Tier 2 Technician & Senior Software Trainer - ASPEN SIS Deployment, DC Public Schools
Washington, DC
Conduct training for over 50,000 district employees and 60,000 students Serve as Subject Matter Expert and training specialist for the Aspen SIS Gradebook training program
Develop comprehensive master schedules for over 120 K-12 school buildings
Create and deliver online support through MS Office, WebEx, Captivate, and Camtasia
Draft, proof, and update training documentation including quick reference guides
Troubleshoot software, hardware, and network issues through the Aspen hotline, email, and school visits
Manage the District’s PARCC standardized assessments at school locations
01/2013 – 12/2015 Tier 2 Technician & Senior Software Trainer, U.S. Patent & Trademark Office
Alexandria, VA
Train over 11,000 patent examiners, both local and remote across the Continental U.S.
Facilitate classroom training for proprietary patent examining software, COTS, and GOTS applications
Act as Subject Matter Expert and training developer for MS Word 2016 training modules
Troubleshoot software and hardware issues via group chats, hotline, email, and face-to-face interactions
Create and deliver online training courses using MS Office, WebEx, Captivate, and Camtasia
Encrypt, image, configure, and troubleshoot laptops, desktops, displays, printers, and projectors
EDUCATION
2004 – 2006 Bowling Green State University
Master’s Degree, Mathematics
Bowling Green, OH
1986 – 2003 Bowling Green State University
Bachelor’s Degree, Mathematics
Bowling Green, OH
SKILLS IT Operations AV Operations
Repair Training
Troubleshooting Hardware Installation
Software Installation Network Installation
SCCM JAMF
Kaseya RMM RealVNC Server
LaTeX MS Office
WebEx Captivate
Camtasia Artificial Intelligence
Machine Learning Generative Text Models
Natural Language Processing Asset Panda
Extron Crestron
ServiceNow KRONOS Workforce Central
PeopleSoft Timeclock VoIP
Communication Teamwork
Problem Solving Training
Management Technical Support
Network Infrastructure Physical Stamina
End-User Device Support Ticketing System
Professional Communication