Senior Technical Support Analyst

Seasoned IT professional with 15 years of experience supporting large enterprise companies with remote, phone and personal troubleshooting of mission critical applications and systems. Providing outside the box solutions to complex problems creatively and efficiently with minimal downtime for the end-user.

Last Resume Update July 22, 2014
Address Melbourne, Kentucky
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Resume File Wilhelm-Olsen-Resume.docx 22.27 kB
Years Experience Never

Experience

Staples
Senior Escalation Support analyst
Aug 2013 - Jan 2014

• Second level support for escalations from level one analysts
• Team lead to level one staff ensuring business continuity
• Perform all job duties of level one analyst.
• Train level one new hires to the job including best practices, procedure, responsibilities, documentation, and escalation
• Develop and write training curriculum, escalation procedure, training materials for level one support analysts

Compucom
Technical Analyst
Jun 2009 - Jan 2013

• Third level support for desktop and laptop systems across US and Canada including software and hardware warranty support
• Project management of site moves, additions, changes, or closings for telecom, cabling, servers, routers, ISP, and computers
• Microsoft Active Directory Administration creating users and groups, assigning group security and folder access, password changes
• PC life cycle management for the home office including inventory, asset management, data retention/destruction, and disposal
• LAN/WAN infrastructure wiring of remote and temporary offices
• Rotating 24/7 On-Call support
• Procurement Specialist backfill - creating purchase orders for new PCs, ordering PC related equipment for the entire company

FirstGroup America
Operation Engineer
Aug 2007 - Jun 2009

• Microsoft Active Directory Administration creating users and groups, assigning group security and folder access, password changes
• Lotus Domino R6.5 Administration creating users, maintaining mailbox quotas and restore, assigning mailbox permissions
• Primary support for desktop and laptop systems
• Rotating 24/7 Executive On-Call support
• Primary support for blackberry devices
• LAN/WAN infrastructure wiring of remote and temporary offices

Sarcom PCM
Desktop Support Analyst
Dec 1998 - Aug 2007

Various short and long term contracts with large corporations, including Kroger and UnionCentral Life. See resume for job duties and responsibilities for the nine continuous years of employment at Sarcom.

Education


ITILv3 Foundation Certification
Jul 2008 - Jul 2014
Comptia
A+
Jul 2000 - Jul 2014
Microsoft
Microsoft MCP
Jul 2000 - Jul 2014
Northern Kentucky University
BFA
Aug 1994 - Dec 1998

Bachelors of Fine Arts degree.

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