Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Andrew R Zimmerman

St Louis,MO

Summary

Comptia Network+ and CCNA certified Tier 2/ADV Support Analyst at World Wide Technology, graduate from Lindenwood University with a bachelors in Information Technology, and US Army veteran.

Experienced IT technician offering several years of experience providing expert-level support to users within various demographics. Experienced in desktop support/troubleshooting in both Windows and Mac OS environments. Experienced with utilizing and troubleshooting Microsoft Office. Experienced with configuring Cisco switches and routers. Familiar with crimping cat5e and 6 copper ethernet cabling. Familiar working in Cisco ISE, DNA, and Cisco Catalyst. Familiar working in LogicMonitor for checking alerts and scheduled down time. Familiar with referencing InfoBlox to confirm proper subnetting and P2P connections. Some SD-WAN experience while assisting WWT's network services team from their DMVPN to SD-WAN conversion.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Service Desk Analyst Tier 2/Analyst

World Wide Technology
Maryland Heights, MO
08.2022 - Current
  • Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
  • Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
  • Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
  • Documented solutions and troubleshooting steps concisely in the ServiceNow ticketing system and alerted other team members of new service solutions.
  • Assisted network services team with administrative and technical tasks, including their conversion from DMVPN to SD-WAN.

Help Desk Technician (Tier 1)

Transaction Data Systems
Earth City, MO
07.2021 - 07.2022
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Maintained records, logs and lifecycle documentation of work requests through ticketing system.

Grant Writer

TMZ Marketing Services
Chesterfield, MO
11.2020 - 12.2021
  • Worked on a contractual basis to research and write grant applications for 501c3 organizations, matching needs with direct funding sources.
  • Assemble information from external sources to support project application.
  • Complete writing assignments following AP-style regarding order, clarity, conciseness, and terminology.

Active Duty Soldier

U.S. Army 82nd Airborne Division
Fort Bragg, NC
10.2015 - 10.2020
  • Deployed to Mosul, Iraq in support of Operation Inherent Resolve in 2017. Assisted Iraqi Security Forces with the displacement of ISIS from Mosul.
  • Promoted to Sergeant in December 2018
  • Trained and mentored personnel during deployment and garrison operations.
  • Granted and maintained Secret Security Clearance
  • Developed reports outlining observed activities. Presented situation reports and provided recommendations to superiors.
  • Supervised security on $250,000 worth of military equipment resulting in zero loss in 2-year period.
  • Helped develop and implement administrative and tactical movement between 6 vehicles and up to 30 platoon members.

Education

Bachelor of Science - Information Technology

Lindenwood University
Saint Charles, MO
12-2023

Bachelor of Arts - Criminal Justice

Quincy University
Quincy, IL
05.2014

Skills

  • ServiceNow ticketing
  • Network troubleshooting
  • Network support
  • Time management
  • Problem solving
  • Incident management

Accomplishments

1. U.S. Army

  • Combat Action Badge
  • Parachutist Badge
  • Army Achievement Medal
  • Army Achievement Medal ('C' device)
  • Army Good Conduct Medal
  • Army Service Ribbon
  • Global War On Terrorism Expeditionary Medal
  • Global War On Terrorism Service Medal
  • Inherent Resolve Campaign Medal (Campaign Star)
  • Meritorious Unit Commendation
  • National Defense Service Medal
  • Noncommissioned Officer Professional Development Ribbon
  • Overseas Service Ribbon

Certification

Information Technology

  • Cisco CCNA certified
  • Comptia Network+ certified

U.S. Army

  • Basic Combat Training/Infantry qualified. (February 2016)
  • Airborne qualified. (March 2016)
  • Cavalry Scout qualified. (September 2016)
  • Licensed military vehicle operator (September 2016)
  • Combat Lifesaver qualified. (June 2018)
  • "Army Basic Combatives Level 1." qualified (June 2018)
  • Basic Leader Course, qualified for promotion. (November 2018)
  • "Chaser" qualified. ( February 2019)
  • "Barrack's Manager" qualified (November 2019)

Timeline

Service Desk Analyst Tier 2/Analyst

World Wide Technology
08.2022 - Current

Help Desk Technician (Tier 1)

Transaction Data Systems
07.2021 - 07.2022

Grant Writer

TMZ Marketing Services
11.2020 - 12.2021

Active Duty Soldier

U.S. Army 82nd Airborne Division
10.2015 - 10.2020

Bachelor of Science - Information Technology

Lindenwood University

Bachelor of Arts - Criminal Justice

Quincy University

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Andrew R Zimmerman