Bradley Walker
Shafer,MN
Summary
Diversified experience and knowledge in maintaining operating systems and networks, providing technical support, and developing innovative solutions in alignment with business objectives. Success in project management; combined expertise in strategic planning, quality control, and team leadership with qualifications in network design and development. Tenacious problem solver continuously seeking effective solutions to complex problems; excellent troubleshooting skills in both computers and software platforms. Highly organized, take-charge professional with information technology security knowledge. A team leader, providing motivation and training by example. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Senior IT Support Analyst
Auto Approve
Plymouth, MN
10.2022 - 01.2024
- Oversee team of 6 managing technology releases and projects
- Devise project plans and engagement activities
- Ensure Incident Management process operates effectively and efficiently
- Owner of incoming incidents until properly assigned ensuring rapid response
- Point of escalation for Support Analyst team
- Manage weekly service team ticket reviews to address outstanding incidents – supporting rapid resolution
- Develop team goals to align for future growth, promotions, and certifications
- Provide Tier 1,2 & 3 support
- Provide excellent customer service
- Create, implement, and communicate new images and maintain desktop and laptop images, plans, processes, and standards
- Responsible for imaging, deployments, and shipping of all new equipment for new staff, personals, and onboarding
- Provide troubleshooting for end users by diagnosing, testing, resolving problems relating to infrastructure, IOS devices, softphones, and peripherals
- Remotely manage hardware and software installations
- Create new user accounts and manage access controls based on company policies for platforms, account access and group access
- Install and configure hardware and software components
- Acts as a liaison with Information Technology and/or outsides vendors to support relevant systems
- Mac Support and Administration via JAMF
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Self-motivated, with a strong sense of personal responsibility.
Desktop Support Engineer
MindTree/Sumeru Inc
St. Louis Park, MN
01.2022 - 10.2022
- Intermediate to advanced computer networking and hardware
- Hardware imaging knowledge
- Respond to telephone calls, emails and personnel requests for technical support identify, research, and resolve technical problems ensure timely resolution and follow-up Windows operating system knowledge
- Manage incidents through incident management system and respond within SLA guidelines
- Update Inventory and inventory management for Minneapolis Campus
- An understanding of computing concepts (e.g
- Disk storage, backups, security, etc.)
- Perform regular system and process audits
- Provide excellent customer service
- Work well with a team and independently
- Mac Support and Administration
- Manage Mac devices for US region Via JAMF MDM
- Develop, deploy, and manage policies, scripts, and configuration profiles in JAMF
- Work with software management team to troubleshoot and resolve all reported endpoint issues on Mac OS devices
- Deploy all Mac OS based systems to entire US region
- Manage and deploy SaaS based applications
- Test new versions of Mac OS with specific applications for pre-deployment certification
- Deploy security agents on all Mac OS devices
- Manage JAMF enrolled devices that are Intune registered with MS Azure AAD.
- Facilitated end-user training sessions on new software applications, increasing user adoption rates and improving overall productivity.
PC/LAN Analyst
Wells Fargo Bank/EQ
Mendota Heights, MN
02.2016 - 01.2022
- Supported over 2500 users in Corporate Trust Services as a member of a team resolving various computer software, hardware, and configuration issues
- Utilized Remedy based software and other reporting tools to track issues and resolutions
- Requisitioned, configured, delivered and supported a variety of Windows 7 and Windows 10 desktop and laptop systems and other hardware for business end-users such as iPhones, Blackberries, printers, scanners, and video conferencing equipment
- Executed client upgrades, configurations, and maintenance associated with desktops, laptops and other PC related peripheral logistics using such tools as Cosmic, Symantec, Backup Exec, and Windows SMS
- Developed software and hardware troubleshooting guides, procedural information, policy information, instructional guidelines, and other technical documents
- Worked on large IT project GE Acquisition, EQ Transition and Wells Fargo DTE Moves.
- Conducted periodic assessments of LAN infrastructure health, making recommendations for improvements as needed based on findings.
Education
MBA Information Systems | Leadership -
St. Cloud State University
Associate of Arts and Science (AAS), Network Security, Associate of Arts and Science (AAS), Network Administration, Bachelor of Science (BS) Cyber Security - undefined
Rasmussen Collage
Skills
Windows 10 & 11, Mac OS Sonoma, Azure, MS 365 Admin, Oracle Virtual Box, Virtual PC, DNS, DHCP, SSL, TCP/IP, Network Design, Network Security, Troubleshooting, Wireless, BitLocker, LAN, firewalls, VPN, IPv4, Hogan, Brokercode, XML Spy, ERP SAP/HANA4, Organizational Skills, Team Management, Supervision and leadership, Teamwork and Collaboration
Certifications Prep Course
ITIL 4 Foundation’s A+, Network +, Security +, MCTS Windows 7, Cisco CCENT, Linux +, and CWTS
Information Technology Leader
Offering a winning track record of service, technical support, system analysis, project management, and technical solutions within high-volume and pressure environments.
Profile Snapshot
20+ years of customer service, 5+ years of management/supervisor experience, in addition to 4+ years of direct call center customer service. 7+ year of technical support/system analysis experience. PC LAN/WAN exp. IST/ET/Production Support and testing + Q&A support Continually improve across all aspects of performance Always looking to find the best solution and help the bankers learn from each call. Constantly commended by supervisors for boosting team morale.
Timeline
Senior IT Support Analyst
Auto Approve
10.2022 - 01.2024
Desktop Support Engineer
MindTree/Sumeru Inc
01.2022 - 10.2022
PC/LAN Analyst
Wells Fargo Bank/EQ
02.2016 - 01.2022
MBA Information Systems | Leadership -
St. Cloud State University
Associate of Arts and Science (AAS), Network Security, Associate of Arts and Science (AAS), Network Administration, Bachelor of Science (BS) Cyber Security - undefined
Rasmussen Collage