Customer Service Associate

HENDRIK (HENK) GOUWS

Pocatello, Idaho call: 208-***-**** www.linkedin.com/in/hendrik-gouws\

Authorized to work in the USA (EAD)

PROFESSIONAL SUMMARY

Experienced IT Systems Administrator with 30+ years of hands-on experience designing, implemenƟng, securing and supporƟng Windows-based IT infrastructure. Proven ability to build reliable business technology environments from the ground up, administer MicrosoŌ 365 and AcƟve Directory, recover organizaƟons from major incidents, and deliver pracƟcal technology soluƟons that improve reliability, security and producƟvity. Recognized for integrity, ownership, pracƟcal problem solving, clear communicaƟon and conƟnuous learning.

TECHNICAL SKILLS

Windows Desktop & Server Support

Hardware TroubleshooƟng & Repair

MicrosoŌ 365 AdministraƟon

AcƟve Directory (Users, Groups, Permissions)

Exchange Online (Mailboxes, DistribuƟon

Groups, Shared Mailboxes)

SharePoint & Teams Support

DNS, DHCP, Group Policy (working knowledge

for support)

Backup & Restore Procedures

VMware (basic administraƟon)

QNAP NAS

MikroTik & Linux (working knowledge)

TickeƟng & DocumentaƟon

Customer Service & CommunicaƟon

CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

• Salesforce CerƟfied Administrator

• 100+ Trailhead Badges 13 Trails 19

Superbadges

• MicrosoŌ CerƟfied Professional (Legacy)

KEY CONTRIBUTIONS

• Supported end users with desktop, laptop, printer, networking, and MicrosoŌ 365 issues.

• Resolved system outages, login issues, email problems, file access errors, and workstaƟon failures.

• Managed user accounts, permissions, password resets, MFA setup, and mailbox configuraƟon.

• Recovered systems aŌer a ransomware incident and ensured business conƟnuity.

• Handled procurement, vendor coordinaƟon, and lifecycle management for IT equipment.

• Trained users on best pracƟces, basic troubleshooƟng, MicrosoŌ 365 tools, and security awareness.

• Provided consistent, friendly support to both technical and non-technical staff. PROFESSIONAL EXPERIENCE

Archidio Architects — IT Systems Administrator / IT Support Specialist 2002–2026

• Delivered day-to-day technical support for staff across Windows devices, printers, networks, and business applicaƟons.

• Resolved MicrosoŌ 365 issues including email access, Teams connecƟvity, OneDrive syncing, and SharePoint permissions.

• Managed user accounts and access controls (AD users, passwords, groups, shared resources).

• Troubleshot and supported core services that impacted users (DNS lookups, DHCP address issues, Group Policy).

• Performed hardware diagnosƟcs, repairs, upgrades, and workstaƟon imaging.

• Assisted with major incident recovery, including restoring systems aŌer a ransomware aƩack.

• Maintained documentaƟon for systems, procedures, inventory, and troubleshooƟng guides.

• Coordinated IT purchasing, warranƟes, and vendor relaƟonships. PREVIOUS EXPERIENCE

MPC Computer Distributors — Technical Manager

Managed workshop operaƟons, performed diagnosƟcs, hardware troubleshooƟng, and warranty evaluaƟons.

Esquire Technologies — Sales RepresentaƟve

Provided customer service, technical product guidance, and relaƟonship management. Sun Long Computers — IT Technician

Delivered onsite support, PC repairs, networking assistance, upgrades, and SBS installaƟons. Henred Fruehauf Trailers — Sales Associate

Performed customer service, outbound calls, order processing, and warehouse stock management.

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