Brian Hermes BH
Lincoln,NE
Summary
Thorough Service Technician with commitment to superior service. Driven to consistently contribute value through impeccable work ethic and unending quest to achieve new service skills. Experience managing high-volume of service calls while maintaining quality and efficiency.
Overview
21
21
years of professional experience
Work History
Friendly Help Desk Technician
- With 20+ years quickly and effectively resolving customers' 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 with broad base of experience in technical support and operations
- Resolves problems quickly, delivering high levels of customer satisfaction.
Computer Tech
College Of Arts And Sciences UNL
01.2023 - Current
- Maintained compliance with ITS requirements
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Linked computers to network and peripheral equipment.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Recommended new and replacement hardware and software purchases.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Implemented internal quality standards to secure electronic records integrity.
IT SUPPORT ASSOCIATE
College Of Engineering UNL
10.2015 - 01.2023
- Maintained compliance with ITS requirements
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Configured hardware and granted system permissions to new employees
- Configured hardware, devices and software to set up work stations for employees
- Trained and supported end-users with software, hardware and network standards and use processes
- Explained technical information in clear terms to promote better understanding for non-technical users
- Researched product and issue resolution tactics to address customer concerns
- Patiently walked individuals through basic troubleshooting tasks
- Installed, modified and repaired software and hardware to resolve technical issues
- Used SCCM to create and updated tracking records.
MICROCOMPUTER SUPPORT SPECIALIST
UNL ITS
01.2003 - 10.2015
- Configured hardware, devices and software to set up work stations for employees
- Patched software and installed new versions to eliminate security problems and protect data
- Removed malware, ransomware and other threats from laptops and desktop systems
- Trained and supported end-users with software, hardware and network standards and use processes
- Researched product and issue resolution tactics to address customer concerns
- Explained technical information in clear terms to promote better understanding for non-technical users
- Patiently walked individuals through basic troubleshooting tasks
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Education
Associate of Applied Science - Computer Networking
Southeast Community College
Lincoln, NE06.2002
SCCM Level One -
University of Nebraska ITS
SCCM Level Two Certified -
University Nebraska ITS
Lincoln, NESkills
- Help Desk Support
- SCCM Level One and Level
- 2 Certified
- Microsoft Windows and Office
- Cisco Networking Windows Server
- Knowledge of EM16
- E-Shop Buyer
Timeline
Computer Tech
College Of Arts And Sciences UNL
01.2023 - Current
IT SUPPORT ASSOCIATE
College Of Engineering UNL
10.2015 - 01.2023
MICROCOMPUTER SUPPORT SPECIALIST
UNL ITS
01.2003 - 10.2015
Friendly Help Desk Technician
Associate of Applied Science - Computer Networking
Southeast Community College
SCCM Level One -
University of Nebraska ITS
SCCM Level Two Certified -
University Nebraska ITS
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