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

Location:
Alexandria, VA
Posted:
July 11, 2025

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Resume:

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Securely wipe, dismantle, and responsibly recycle or dispose of outdated or damaged computer equipment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



Contact this candidate