Albert Heineck
Sylmar,CA
Summary
Friendly Help Desk Technician with 10 years of quickly and effectively resolving technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications, even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
12
12
years of professional experience
Work History
Help Desk Technician II
PennyMac
05.2021 - Current
- Utilized ServiceNow to manage incidents/requests, updating or entering user-requests. Escalating/re-assigning tickets as appropriate based on team guidelines.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Configured and diagnosed potential hardware failures on phones, laptops, thin clients and peripheral devices.
- Supported and maintained corporate Active Directory containing over 10k users.
Operations Liaison
Broadvoice
10.2020 - 05.2021
- Collaborated with internal and executive teams to understand key principles of organization and immersion into existing applications, data operations and workflow streams.
- Tested new features and functionality to quantify and improve quality within platorms.
- Participated in collaborative troubleshooting and triage to drive towards root cause identification and resolution.
- Created and maintained self-help resources and product documentation.
- Interfaced directly with internal teams to test and validate reported issues in accordance with response SLAs.
Technical Implementation Specialist II
Broadvoice
09.2019 - 11.2020
- Designed, planned and deployed large customer voice and data networks with non-standard device and call flow configurations.
- Documented, tracked, and provided status updates on all tickets, projects, and customer communications.
- Provided feedback to engineering and development departments regarding features and functionality.
- Collaborated with business partners to resolve customer questions and issues.
Business Technical Support Lead
Broadvoice
06.2017 - 09.2019
- Provided technical support to partners, clients and third party technical support via telephone and email.
- Reviewed and appropriately assigned all Low/High/Critical status escalations for Support Department.
- Provided mentoring, instruction and leadership to support representatives. Guiding team members in scope of practice, problem solving techniques, call control practices, and policy.
- Processed account suspension / activation for International and domestic fraud.
- Identified, validated and reported bugs in product line.
Junior System Administrator
Desoto Sales Inc.
03.2011 - 06.2017
- Delivered ticketing support for 27 remote locations across three states- Responded to phone calls, emails, and in-person requests.
- Instructed and trained end-users regarding computer literacy.
- Maintained and managed on premise servers including MS Active Directory, MS Exchange, MS File and Terminal Servers.
- Diagnosed and resolved Linux and Windows processing problems and applied solutions to increase company efficiency.
- Installed software, configured and tested company PC's, analyzed functionality of peripheral appendages.
Education
High School Diploma -
Grover Cleveland Charter High School
Reseda, CA06.2007
Skills
- Outstanding analytical, problem-solving, and troubleshooting ability
- LAN and WAN Assessment
- Support Ticket System Management
- Microsoft Active Directory
- Independent, team leader and team worker, as required
- Exemplary Interpersonal and written communication
- Management of multiple projects simultaneously
- Service Desk Team Management
Timeline
Help Desk Technician II
PennyMac
05.2021 - Current
Operations Liaison
Broadvoice
10.2020 - 05.2021
Technical Implementation Specialist II
Broadvoice
09.2019 - 11.2020
Business Technical Support Lead
Broadvoice
06.2017 - 09.2019
Junior System Administrator
Desoto Sales Inc.
03.2011 - 06.2017
High School Diploma -
Grover Cleveland Charter High School