Resume
Austin Gruenweller Email: ausgruen@uat.edu Tempe, AZ 85282 +-----------+ | Objective | +-----------+ To pursue a career in which I can further advance my knowledge and skills to aid the company in achieving its goals in the most efficient manner possible. +---------+ | Profile | +---------+ . Experienced with the use and troubleshooting of Microsoft Windows (98-2003), and the entire Microsoft Office Suite. . Imaged, backed up and restored computers using Symantec Ghost server and client. . Experienced with the removal of virus, adware and spyware over the phone and in person, as a member of a computer security incident response team. . Vast knowledge of PC setup, installation, and troubleshooting as well as various PC peripherals, and mobile devices. . Over five years of proven, award winning customer service . Experienced in creating software installation packages and network installation scripts using Prism Pack and NSIS. . Knowledge of concurrent software license implementation and monitoring using Sassafrass KeyServer. . Deployed software packages and updates using Symantec Ghost server and client. . Experienced with license management server administration: QuarkXPress, Sassafrass KeyServer, and FlexLM. +---------------+ | Employment | +---------------+ Insight: Tempe, AZ May 2006-Present Help Desk Consultant Served the employees of Insight with a myriad of issues including: password resets and other account maintainence in Active Directory, SAP and other proprietary software, effectively troubleshooting both hardware and software issues over the phone and through e-mail, switching daily backup tapes in the data center, and basic telecom issues such as voicemail password resets and troubleshooting basic phone issues. While employed at Insight I designed and developed a self help center for the global technical support department. The site was an element to a SAP NetWeaver portal that Insight deployed and allowed users to seek answers to common issues and contact the help desk directly from the site. Get-A-Geek: Sheboygan Falls, WI Jan 2005-Dec 2005 Dispatch Technician Served the local community by going to customers' homes where I assessed and repaired their computers for them. Offered SLA level support to previous customers via phone, email and person to person interaction. University of Wisconsin-Milwaukee: Milwaukee, WI Sep 2003-Jan 2005 IT Purchasing and Support Technician Serve the UWM campus community and is responsible for answering a wide variety of questions about software, computers, technology and I&MT services. Technical support, research and documentation with hands-on working role to work on software and hardware related projects as assigned by the I&MT IT Purchasing & Support coordinator. While employed at UWM I also worked as a software license administrator. I packaged software to communicate with our keyserver and monitored software usage across the campus to asses and suggest modifications to the number of licenses the university maintained. I was respsonsible for ensuring that the servers resposible for monitoring software usage were running and properly monitoring the usage of software at all times. University of Wisconsin-Milwaukee: Milwaukee, WI Sep 2003-Jan 2005 Level 2 CSC Consultant Assist escalated clients over the phone and through email regarding a wide variety of questions about software, computers, and technology. Assist level 1 CSC consultants in the call center and act as a mentor to them. This was a call center support position. University of Wisconsin-Milwaukee: Milwaukee, WI Sep 2003-Jan 2005 Level 1 CSC Consultant 2002-2003 Served the UWM campus community and was responsible for answering a wide variety of questions about computers, technology, and I&MT services. A CSC Consultant assists clients in person while in the campus computer labs, over the phone in the call center as well as via email. +-------------------+ | Past Achievements | +-------------------+ . 12 Dec 2003: Outstanding Performance Award . 01 Apr 2004: Employee of the Month . 14 May 2004: Outstanding Performance Award +---------------------------------------------+ | Professional Development (training courses) | +---------------------------------------------+ . Conflict Management . Handling Workplace Negativity . Problem Solving Skills . Professional Ethics . Stress Management . Team Building . Leadership and Management Skills . Communication Skills
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