Customer Service Software
Resume:
Brent Koontz
Westfield, IN 46074
***********@*******.***
CAREER OBJECTIVE
Degreed, experienced IT Professional seeking to obtain a technical position to utilize my knowledge, and superior customer service within the Professional Information Technology organization. Very adaptable to company culture and use of latest technology.
TECHNICAL SKILLS/SUPPORT EXPERIENCE
User Support of MS WinXP/VISTA/7 User Support of MS OFFICE 2003/2007 Symantec Ghost creation of images
Citrix installation and support Well experienced in Virus and Spyware removal PC and MAC hardware support and upgrades
Toshiba and Inter-Tel Phone System support Various brands of Software Install/maintenance Server 2003/2007 support and maintenance
Wireless Experience Network Cabling Altiris Imaging deployment
Heat Helpdesk software Remedy Helpdesk software Remote Desktop/VNC
Managing IT Team SQL Query experience Cisco Switches/Routers
HIPPA regulations On-Call Experience Blackberry Curve Support
EDUCATION
Bachelors of Science, Engineering/Technology – Purdue University, 1993
Pursuing Microsoft MCSA with Security + and Cisco CCNA through New Horizons
EMPLOYMENT EXPERIENCE
IT Technician iTech Digital, Inc., Indianapolis, IN 08/11-Present
• Build industry-leading Digital Video Recorder computers for customers worldwide. Computers built from individual components sourced from worldwide vendors. Repair systems sent back via RMA process. Included in the builds are installing motherboards into bare chassis, installing hard drives, memory, cabling, and all necessary hardware and software required.
• Team-Lead for RMA department, returning over $100K in usable inventory since I started at iTech.
• Work with cross-functional team to work with new technology, and I test new technology to determine the best products for our customers
IT Support/Planner Wild Sales, Westfield, IN 02/11-08/11
• Support Staff and Faculty users onsite, as well as telephone support for manufacturing company
• Break fix of computers, replacing hardware or repairing software on computers.
• Work with MS office/MS operating systems, as well as various software programs used by Wild Sales
• 6-Month contract
Senior Desktop Analyst Art Institute of Indpls, Indianapolis, IN 02/10-12/10
• Support 150 Staff and Faculty users from phone calls, helpdesk tickets, walkups
• Support IMacs and PowerMacs (OS X and SnowLeopard) hardware and software
• Support and troubleshoot over 200 HP PC’s, as well as HP Laptops for users with common software such as MS Office 2007, XP Pro, Windows 7, etc. as well as HP Printers on the net works.
• Deployed images using Altiris to Classroom PC’s for Art School of 1500 students. Downsized December 2010.
IT Help Desk DCL Medical Labs, Indianapolis, IN 03/09-9/09
• Supported 100 on-site and 150 off-site users from phone calls, emails, and walk-ups
• Created and edited user accounts in Active Directory. Set up and maintained over 100 HP printers, supported Dell servers, Dell laptops as well as HP PC’s
• Supported and troubleshot MS Server, MS Office, XP Pro, Orchard Harvest, UNIX.
• 6-Month Contract
IT Help Desk/ Purchasing American Health Network, Indianapolis, IN 10/05-02/09
• Level 1 and 2 Helpdesk/Desk side technician for multiple AHN offices supporting 160 users.
• Support of HIPPA compliances pertaining to technology in healthcare
• Created and analyzed daily, weekly and monthly reports using Toshiba phone software.
• Worked with hardware and software vendors to ensure timely repairs of equipment
Senior Buyer/IT Support Integral Technologies, Indianapolis, IN 07/01-06/05
• Member of IT team, working on helpdesk as needed to solve hardware/software issues
• Cross-Functional member of team, working directly with IT, marketing, sales and production
• Created RFI’s, RFQ’s, and purchase orders for high-end computers used for digital video recorders (CCTV), as well as worked with return authorizations.
Senior Midwest Capital Buyer Tivoli Systems, Indianapolis, IN 10/97 – 06/01
• Coordinated acquisitions of all technology-related items and software for the Midwest Region of Tivoli
• Ensured high quality of products and reduced rate of returns by following up on open requisitions to suppliers.
• Team Leader for physical asset inventory project of Tivoli's 23,000 capital assets. Worked under minimal supervision with no manager on-site at my location
• Processed RFQ's, RFI's, and RFP’s, while creating internal purchase requisitions for purchase order creation based off internal customer needs
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