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

STEVEN HEBLER

*****@*******.** 419-***-**** Fort Washington, MD 20744 www.linkedin.com/in/stevehebler

EDUCATION

Master’s Degree – Mathematics

Bowling Green State University, Bowling Green, OH

Bachelor’s Degree – Mathematics

Bowling Green State University, Bowling Green, OH

SUMMARY

Proactive IT Technician with over 13 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 10/11, and iOS 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

HEB-Tech Consulting LLC – DC/VA/MD/OH/MI

Owner & Lead Technician, Installer & Repairman (Per diem) January 2012 – Present

Triaged & repaired desktops, laptops, printers, and other agricultural electronics for regional farmers

Installed agriculture and financial software packages for regional farming community members

Managed Ethernet, fiber, modem, router, switch, access point, camera, and point-to-multi-point installs

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

Supported 2,000+ units in the Watergate at Landmark community with Mac, Win 10/11, and iOS.

Google – Remote

AI Content Engineering Analyst April 2024 – May 2025

Delivered project data at the highest possible quality standard, utilizing Google’s G-Suite exclusively.

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

Community of Hope – Washington, DC

Asset Panda Project Manager & Tier 2 Technician August 2023 – March 2024

Completed a system rebuild of over 700 employees and 1,200 computer assets.

Managed four IT Support Specialists and four IT Support Externs in the proper use of Asset Panda.

Used Kaseya RMM to track and manage computer assets on local and remote networks.

Securely wiped, dismantled, recycled/disposed of all outdated or damaged IT hardware.

Managed the storage and deployment of all available, surplus, and disposed of computers, printing, peripheral devices, cabling products, and supplies – all within Mac, Win 10/11, and iOS.

Northern Virginia Community College – Springfield, VA

Computer Operations Technician II January 2023 – June 2023

Improved IT support responsiveness for 3,500+ medical students, boosting operational efficiency.

SME for imaging, updating & deployment via SCCM for Win 10/11 desktops, laptops, and tablets.

Tracked and managed 700+ physical and digital assets using Asset Panda.

Resolved all end-user tickets with the SmarterTrack ticketing system for Mac, Win 10/11, and iOS.

Supported Extron & Crestron A/V operations in lecture halls and classrooms.

National Institutes of Health – Bethesda, MD

Tier 2 Lead Support Engineer July 2022 – December 2022

Resolved escalated tickets in ServiceNow via in-person, telephone, email, or Bomgar remote.

Triaged & repaired Win/Mac desktops, laptops, printers, and other deployed equipment.

Imaged computers with macOS using JAMF and Windows 10/11 using SCCM.

Programmed and deployed new VoIP telephones across NIH campuses.

Washington Metropolitan Area Transportation Authority (WMATA) – Washington, DC

Team Lead & Senior Trainer for KRONOS Deployment August 2020 – November 2021

Trained and managed eight Tier 2 MetroTime technicians for 24/7/365 support.

Supported 9,000 WMATA employees’ training, deployment, and use of KRONOS Workforce Central.

Assisted all ranks of the Metro Transit Police Department’s training & use of TeleStaff and WFC.

Teamed with Payroll, Human Resources & Kronos Leadership to resolve configuration issues.

Provided MS Teams, telephone & email support to troubleshoot timecard, scheduling & time-off issues.

Washington Metropolitan Area Transportation Authority (WMATA) – Washington, DC

Senior Trainer & Tier 2 Technician for GOTRS 2.0 Deployment October 2019 – August 2020

Supported 20,000 contractors and employees using GOTRS 1.0 (General Order Track Rights System).

Trained current Requestors for the deployment of GOTRS 2.0 across Mac, Win 10/11, and iOS devices.

Updated all training materials to show visual and operational changes in GOTRS 2.0.

Managed all Requestor training sessions using WMATA’s ELM app.

Used Microsoft Teams to facilitate remote training sessions for 100% online demonstrations using VPN connections, training environments, and follow-up videos provided to class participants.

Washington Metropolitan Area Transportation Authority (WMATA) – Washington, DC

IT Help Desk Training Manager & Tier 2 Technician May 2018 – October 2019

Supported 20,000 contractors and employees in all areas of technology and communications.

Onboarded new Help Desk technicians via badging, training & creation of all network accounts.

Imaged Mac, Win 10/11, and iOS desktops, laptops & tablets with COTUS & WMATA applications.

Deployment, then retracted, the Kronos Workforce Central, then redeployed PeopleSoft Timeclock.

Supported VIP customers and special projects at the request of the IT Deputy Chief, Chief & COTR.

Performed RAM, HDD, SSD upgrades, and printer hardware replacements as part of the Break-Fix team.

DC Public Schools – Washington, DC

Senior Software Trainer – ASPEN SIS Deployment May 2015 – September 2016

Trained 8,000+ end-users, implementing Aspen SIS on Mac, Win 7/10, and iOS.

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

Senior Software Trainer of Patent Examiners February 2013 – May 2015

Trained 3,000+ new end-users, implementing USPTO proprietary applications on Win 7/10.

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