Technical Support / IT Help Desk Specialist
Resume:
V.*** Reiner J. T. Bunning, B.Sc.
*******@*****.***
SKILLS:
Analytical skills, research, investigative technical analysis, creative problem solving, troubleshooting, some supervision, public speaking, copywriting and narration, content development, internet marketing, electronic, computer, and mechanical repair with tools and soldering. Excellent written and oral communication skills and customer service skills; aptitude with schematics, mechanics, machinery, and power tools; detail oriented; type ~50 wpm error-free.
COMPUTER:
Windows, basic networking and troubleshooting of computers, connectivity, hardware, devices, and wireless via control panels, menus or other GUIs; Search Engine Optimization (SEO); Microsoft Office Suite; GoToAssist, LogMeIn, Teams, and other remote-capable software; Imaging with SCCM and PXE; Service Now (Snow), Track- It!, Clarify, Remedy trouble ticket software; familiarity with Intune, audio software, organic web site content development; some familiarity with Mac OS; experience with computer /server hardware components and installation / replacement.
PROFESSIONAL EXPERIENCE:
12/24 – 02/25 – American Express, Phoenix, AZ
Computer Imaging / Deployment Technician (Contract via TEK Systems) Received and inventoried Windows and Mac laptops, initiated / updated tickets for each one in Service Now, wiped the laptops after legal data hold period, categorized each for redeployment or disposal, shipped laptops to employees, updating the ticket with each step for each laptop. 03/23 – 03/24 – State of Arizona Information Management Bureau, Phoenix, AZ Computer Network Help Desk Operator (Contract via Insight Global) Provided documented high-performance technical service and support orally and in writing for PC operations, printers, and web applications, escalating when necessary via an enterprise ticketing system; monitored and controlled systems, networks, and equipment for the State of Arizona criminal justice and law enforcement agencies; coordinated system outage response by escalating problem resolution and notifying management and users as appropriate; monitored computer room safety and security to prevent unauthorized access to protect equipment, staff, sensitive information, and files unique to the State of Arizona and the Department. 03/22 – 06/22 – McKesson, Scottsdale, AZ
Onsite Helpdesk Technician (Contract via Pomeroy)
Performed imaging and migration duties for Windows 10 laptops, laptop and desktop component replacement, training room setups for new employees, cubicle setup and testing, provided software guidance (MS Office), fixed audio and peripheral issues by phone, in person, and remote access using Teams, issue research using Active Directory, provided printer support and internet connectivity support. 02/20 – 08/21 - University of Phoenix, Phoenix, AZ University Service Desk Technician
Performed technical support for University employees over the phone with coaching or by remote access if needed with computer, peripherals, connectivity, program function, browser, and access issues; troubleshooting, installation, re-installation, configuration, and testing of software and patches; created cases with documentation in Service Now for immediate resolution or escalation but concentrating on “first call resolution.” Active Directory and SCCM was also used. Programs supported include Cisco VPN, Office 365, Oracle, Osiris, Salesforce (SRM), EXP, Genesys and Avaya soft phone interfaces, as well as all popular browsers. REINER BUNNING
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08/15 – 04/19 iMemories, Scottsdale, AZ
Projector, Electronic, and Computer Repair and Maintenance Technician Performed maintenance and repair on 8mm and 16mm film projectors, computers, associated software, peripherals, VCRs, and other electronic items, resulting in record processing output for the film department. Also aided the video and photo departments with some inventive equipment repair and maintenance, tested and reformatted server HDDs.
10/14 – 01/15 Wells Fargo, Chandler, AZ
Information Security Analyst (Contract via Apex Systems, Inc.) Performed access permission verification and processing through role analysis for government, institutional, and commercial banking employees using Active Directory, Excel, forms, modeling, and communication with Regional VPs and other management in order to process, create, and track program, hardware, and A.D. group access request tickets. The job title is accurate, but not in the sense of server security, etc. 12/12 – 01/14 University of Phoenix, Phoenix, AZ
Technical Assistance Center (TAC) Representative Level I Provided technical assistance and performed troubleshooting for students and faculty via telephone and GoToAssist (when necessary) to resolve PC, educational platform and software issues to ensure proper resolution, and created and tracked incident tickets regarding these issues. This was a contract-to-hire position with successful hire in June, 2013.
03/12 – 04/12 Pearson Educational Professional Centers, Mesa, AZ State Educational Achievement Essay Scorer (Contract position) Performed secondary scoring of 4th and 10th grade English composition achievement essays for the Florida Comprehensive Assessment Test (FCAT) and the State of Texas Assessments of Academic Readiness
(STAAR), following three days of training and two eight-hour qualification examinations. 10/10 – 01/12 CableOne, Inc., Phoenix, AZ
Technical Care Center Tech I
Conducted technical analysis, support and troubleshooting via telephone for residential and business customers and technicians for high speed internet and VOIP services and their respective modems, routers and computers, escalating if needed; configured a variety of email clients by guiding the customer by phone and GoToAssist (if necessary); conducted internet connectivity troubleshooting by guiding the customer through various areas of Windows or Mac OS; analyzed network signals, set appointments for field tech visits if necessary. EDUCATION: Bachelor of Science in Anthropology; Archaeology concentration, Geology minor. University of New Mexico, Albuquerque, NM
UNM Archaeology Field School
ACHIEVEMENTS: Successfully proposed and implemented a new and innovative radio show on an NPR affiliated radio station which has aired since 1992, holder of FCC amateur radio Technician Class license KF7IJC as well as FCC Restricted Radiotelephone Operator Permit
HOBBIES AND INTERESTS: Numismatics, radio-electronics, prototype design, archaeology, anthropology, history, fishing, cooking, working on my antique motorcycle.
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