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

STEVEN HEBLER

419-***-**** (Office-By appt.) Brandywine, MD *****@*******.** LinkedIn Profile

SUMMARY

Proactive IT Technician with over 10 years of extensive experience in managing IT operations and providing Tier 2 technical support. Proficient in troubleshooting desktops, laptops, and network equipment, as well as AV technologies across diverse, Mac & Win 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. EMPLOYMENT

Owner & Lead Technician (P/T side-gig)

HEB-Tech Consulting LLC – VA, DC, MD, OH & MI

January 2012 – Present

• Troubleshoot & repair desktops, laptops, printers, and other agricultural electronics for local farmers

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

• Install network adapters, modems, switches, repeaters, network outlets, fiber, CAT-7, and RG-6

• Train end-users on new features and tools to optimize efficiency, productivity, and profitability

• Support 2,000+ units in the Watergate at Landmark Condominium community AI Content Engineering Analyst

Google – Remote

April 2024 – May 2025

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

• Delivered project data at the highest possible quality standard

• Learned new project requirements and delivered to the desired productivity and accuracy levels

• Optimized existing processes and provided ongoing feedback on tools and methods

• Interpreted customer feedback and helped drive programs to improve numbers Asset Panda Project Manager & Tier 2 Technician

Community of Hope – Washington, DC

August 2023 – March 2024

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• Securely wipe, dismantle, recycle/dispose of any outdated or damaged computer-related equipment

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

Computer Operations Technician II

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

• Support Extron & Crestron A/V operations in lecture halls and classrooms

• 1Password

Active Directory Active Roles Server Adobe Acrobat Pro/DC Adobe Acrobat Reader Adobe Creative Cloud Adobe Illustrator Adobe Photoshop Advanced IP Scanner Airwatch MDM AOMEI BackUpper Apple Airport Utility Apple Configurator 2 Apple Desktops/iPhones/iPads/Laptops Apple XCode Aspen Student Information System Asset Panda Inventory Manager Avamar Data Backup & Recovery Avaya CMS Supervisor R18 Avaya one-X Agent Banner Blackboard Bomgar CA Service Desk ticketing Camtasia Captivate Carbon Copy Cloner CATS Time Entry Management Crestron A/V Chrome Cisco Unified Communications Copiers - Xerox, Ricoh, Canon, Toshiba & Sharp Course Compass Enterprise Learning Management (WMATA) Dell Desktops/Laptops/Tablets Deltek Timekeeping Deploy Studio Drive Genius Geometer's Sketchpad Extron A/V Fetch Firefox Formatta Filler HP Laptops/Desktops Google Suite GOTRS 1 & 2 (WMATA) Handbrake Help Desk Wiki Kronos – TeleStaff Scheduling Inspired LMS Internet Explorer JAMF Kronos – Integrated Voice Response (IVR) Mosyle – macOS MDM Kronos - Workforce Central LabStats LogMeIn Pro MacOS – up to and including OS-Tahoe MS Outlook MS Edge MS Excel MS OneDrive MS OneNote MS Word MS PowerPoint MS SharePoint MS Surface Pro MS Teams PeopleSoft ELM Norton Security OneLogin Open Office Opera Quicken PeopleSoft HCM

PeopleSoft Timekeeping Tier 2 Lead Support Polycom video Engineer conferencing Printers - Apple, HP, Canon, Ricoh & Epson Safari Real VNC Server & Viewer 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 Team Lead & Senior Trainer for KRONOS Deployment

WMATA - Washington Metropolitan Area Transportation Authority – Washington, DC August 2020 – November 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 Senior Trainer & Tier 2 Technician for GOTRS 2.0 Deployment WMATA - Washington Metropolitan Area Transportation Authority – Washington, DC October 2019 – August 2020

• Support 20,000 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 IT Help Desk Training Manager & Tier 2 Technician

WMATA - Washington Metropolitan Area Transportation Authority – Washington, DC May 2018 – October 2019

• Support 20,000 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 & reactivation of PeopleSoft Timeclock

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

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

May 2015 – September 2016

• Trained 50,000+ district employees

• SME, classroom, and training specialist for the 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 Tier 2 Technician & Senior Software Trainer

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

February 2013 – May 2015

• Trained 11,000+ patent examiners for proprietary patent examining software, COTS, and GOTS

• SME and training developer for the Microsoft 2016 training modules

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

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

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

Mathematics Professor

• University of Toledo, Toledo, OH (2007 – 2011)

• Bowling Green State University, Bowling Green, OH (2006)

• Owens State Community College, Toledo, OH (1995 – 2011)

• Monroe County Community College, Monroe, MI (2008) Technology Coordinator / Mathematics Department Chairman

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

EDUCATION

Ph.D. Candidate – Curriculum & Instruction in Mathematics The University of Toledo, Toledo, OH

Master’s Degree – Mathematics

Bowling Green State University, Bowling Green, OH

Bachelor’s Degree – Mathematics

Bowling Green State University, Bowling Green, OH

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