Andrew Schumacher
Helpdesk/Desktop Support Technician | Security
Denver,CO
Summary
Professional with demonstrated expertise in IT support, adept at diagnosing and resolving technical issues efficiently. Strong focus on team collaboration and delivering results, adaptable to changing needs. Skilled in troubleshooting, customer service, and system maintenance, ensuring optimal user experience. Recognized for reliability and effective communication in high-pressure environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Server
Fountain View Village
Fountain Hills, Arizona
06.2017 - 01.2019
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Cultivated warm relationships with regular customers.
- Bussed and reset tables to keep dining room and work areas clean.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Supervised restocking of salad bar and buffet for lunch and dinner service.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Noted special patron requests and followed up with kitchen to confirm delivery.
Information Systems Technician
United States Navy
Portsmouth, Virginia
04.2017 - 05.2019
- Installed, modified and repaired software and hardware to resolve technical issues.
- Assisted with updating technical support best practices for use by team.
- Used ticketing systems to manage and process support actions and requests.
- Performed tests of functionality, security and performance of different workstations and devices.
- Compiled and accurately entered data for each customer encounter to record in system.
- Managed high levels of call flow and responded to 350 technical support needs.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Handled initial troubleshooting and escalation of service requests.
- Implemented security policies and distributed updates to end users.
- Provided basic end-user troubleshooting and desktop support.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Installed, configured and patched user hardware and software.
- Configured hardware and granted system permissions to new employees.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
Helpdesk/ Desktop Support Technician
Sev1Tech
Denver, Colorado
07.2023 - Current
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and user policies.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Learned and implemented new software testing procedures.
- Enhanced user productivity, training employees on the use of new applications and system features.
- Improved user satisfaction by providing detailed guidance and support for software applications.
- Developed strong relationships with colleagues across departments, fostering a collaborative environment for troubleshooting complex technical issues.
- Implemented rigorous security measures to protect sensitive data and maintain compliance with industry regulations.
- Effectively managed inventory of IT assets, reducing overall costs by tracking equipment usage and recommending necessary replacements or upgrades when appropriate.
- Improved helpdesk efficiency, developing knowledge base for common issues and solutions.
- Optimized computer performance through regular system diagnostics, repairs, and upgrades as needed.
- Collaborated with network administrators to ensure seamless integration of desktop systems into the company''s infrastructure.
- Enhanced system performance by routinely updating software and performing hardware upgrades.
- Reduced downtime with proactive system maintenance and regular software updates.
- Played key role in disaster recovery efforts, swiftly restoring data and services after incidents.
- Performed routine backups of critical data to prevent loss due to unforeseen events or system failures.
- Delivered comprehensive training sessions on cybersecurity practices, bolstering system security.
- Optimized network performance, ensuring stable and reliable connectivity for all users.
- Provided exceptional customer service, resolving a high volume of helpdesk tickets within established timeframes.
- Enhanced user experience by customizing desktop environments to meet individual preferences and needs.
Education
High School Diploma -
Fountain Hills High School
Fountain Hills, AZTrade School - Computer And Information Systems Security
East Valley Institute of Technology
Mesa, AZSkills
Networking issues
Systems administration
Software updates
Equipment setup
Technical troubleshooting
Hardware knowledge
undefinedCertification
Security
Security Clearance
TS/SCI
Timeline
Helpdesk/ Desktop Support Technician
Sev1Tech
07.2023 - Current
Server
Fountain View Village
06.2017 - 01.2019
Information Systems Technician
United States Navy
04.2017 - 05.2019
High School Diploma -
Fountain Hills High School
Trade School - Computer And Information Systems Security
East Valley Institute of Technology
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