Daniel Bootsma
Kennewick,WA
Summary
Friendly Help Desk Technician with 13 years of 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.
Overview
14
14
years of professional experience
Work History
Lead Data Center Technician L4
Amazon Web Services
10.2018 - Current
- Responsible for troubleshooting and repairing different types of servers and complex networking systems
- Supported senior teammates performing crisis management during critical situations or major service outages.
- Recorded received products into database using asset tags information, product manufacturer, model and serial number.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Accepted tasks and documented status using ticketing system, time reports and email.
- Identified and reported problem devices and replaced defective parts.
- Acted as point of escalation for any team or team member as needed.
- Responsible for training new hires and making sure they were always in compliance with emergency drills.
- Site contact for 3rd party vendors
Data center Technician
Apex Systems (Contractor For AWS)
05.2018 - 10.2018
- Responsible for troubleshooting and repairing different types of servers through ticketing systems
- Troubleshooting, and repairing hardware including: power supplies, CPU's, hard disk replacements.
- Diagnosing and resolving problems using documented procedures and checklists, problem recognition and research
- Using isolation and resolution steps in order to resolve server issues
- Responding to high severity issues under strict SLA
- Follow strict rules and guidelines to insure data security as well as building security.
Caregiver
Primary Care Giver, My Grandfather.
12.2017 - 05.2018
- I was asked to take care of my 93 year old Grandfather full time until my Aunt was able to move from Texas to take care of him
- Took classes towards my BA in Cyber Security at Columbia Basin College.
Field Service Technician / Help Desk
Elevate Network Management
05.2017 - 11.2017
- Managed on-site and off-site installation, repair, maintenance, and testing.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Established positive customer relationships by providing punctual, cost-effective solutions.
- Discussed and recommended service options with customers and explained costs involved.
- Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
Help Desk / IT Field Technician
Kennewick School District 17
08.2009 - 04.2017
- Delivered prompt Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Performed software installations and upgrades to Windows operating systems.
- Answered calls and emails at company's help desk, assisting employees and customers with troubleshooting computer issues both remotely and on-site.
- Provide training to Teachers and Staff on new technology.
- Re-imaged computers on a daily basis. Sometimes on in large quantities.
- Create new user accounts, create and maintain user passwords and manage email accounts.
- Install, maintain, and support teacher and student computer software.
- Work through batches of ticket requests from start to finish in prompt and timely manner, maintaining exceptional levels of support throughout.
- Create, customize and handout new employee technology bundles. Including laptop, phone, printer, scanner, desktop pc, etc.
Education
Associates - Computer Science in Information Technology-Computer Network Systems
ITT Technical Institute - Spokane Valley
Spokane Valley, WA2009
High School Diploma -
Kamiakin High School
Kennewick, WA06.1995
Skills
- Software installation
- Hardware troubleshooting and repair
- Customer service focused
- Team Oriented
- Training Junior Team Members
- Technical Support
- Printers and Peripheral support
- Issue and Resolution Tracking
- Friendly and Patient
Timeline
Lead Data Center Technician L4
Amazon Web Services
10.2018 - Current
Data center Technician
Apex Systems (Contractor For AWS)
05.2018 - 10.2018
Caregiver
Primary Care Giver, My Grandfather.
12.2017 - 05.2018
Field Service Technician / Help Desk
Elevate Network Management
05.2017 - 11.2017
Help Desk / IT Field Technician
Kennewick School District 17
08.2009 - 04.2017
Associates - Computer Science in Information Technology-Computer Network Systems
ITT Technical Institute - Spokane Valley
High School Diploma -
Kamiakin High School