Brian Wagner
Pickerington,OH
Summary
Attentive Desktop Support Technician with 12 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
13
13
years of professional experience
Work History
Desktop Support Technician II
Central Ohio Urology Group
12.2020 - Current
- Desktop support for Windows 10, Office 2019, Office 365 and Office 365 admin, Entra
- Power Automate, creating flows NextGen EMR support, VoIP support and admin for Shoretel and GoTo
- Experience with Fresh Service for ticketing, inventory, knowledgebase building
- Manage Engine admin
- Server and workstation builds, application management, image management, mobile device management
Desktop Support Tier 2
Community Choice Financial
06.2017 - 10.2019
- Support home office employees and field users
- Account support for Active Directory, RSA Secure ID, Cisco Any connect, VNC Server and VNC Viewer, Windows 7 and Windows 10, Office 2016, Microsoft 365, Hardware support, Ricoh, Konica Minolta, iOS, Android.
Desktop Support
Ascena Retail Group, Inc
09.2015 - 05.2017
- Support home office users for all Ascena brands
- User account support for iSeries, Cisco WebEx, Active Directory, Cisco AnyConnect, VPN, Cisco Meraki, Office 2013, Windows 7, Windows 10, LANDesk, DUO, Splunk, Proofpoint, FrontRange, Oracle iExpense, xMatters
- Hardware support, mobile device support
- Troubleshooting via phone, email, Cisco Jabber, LANDesk remote control
- Mac OS, iOS
TSC Coordinator
Express
01.2012 - 09.2015
- Setup and stage back-office computers and register units
- Troubleshoot issues with store employees and technicians via phone or by remote login
- Break-Fix Worked in several systems and platforms including: Windows XP, Windows 7, Windows Server 2003, Office 2010
Education
No Degree - Information Security
Columbus State Community College
Columbus, OH08.2025
Skills
- Software troubleshooting
- Communication skills
- Service desk
- Windows
- Computer networking
- Desktop support
- LAN
- DHCP
- EMR systems
- Mobile devices
- Medical terminology
- WAN
- VoIP
- Active Directory
- Help desk
- Order entry
- VPN
- DNS
- Operating Systems
- Technical Support
- Network Support
- TCP/IP
- New System Deployment
- End-User Account Management
- Data Transfer Best Practices
- Root Cause Analysis
- Asset Management
- Technical Documentation
- Ticketing System Oversight
- Vendor Collaboration
- Technical support expertise
- Hardware diagnostics
- Application support
- Incident Management
- Device configuration
- Performance Testing
- Remote Support
- Support Documentation Generation
- Hardware troubleshooting
- User Account Management
- Software Installation
- System Configuration
- Vendor Relations
- Training and mentoring
- Virtualization Technologies
- Patch management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Personal Information
Title: Tier 2 Service Desk
Timeline
Desktop Support Technician II
Central Ohio Urology Group
12.2020 - Current
Desktop Support Tier 2
Community Choice Financial
06.2017 - 10.2019
Desktop Support
Ascena Retail Group, Inc
09.2015 - 05.2017
TSC Coordinator
Express
01.2012 - 09.2015
No Degree - Information Security
Columbus State Community College
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