David Kaiser
Jacksonville
Summary
Experienced Technical Service Engineer with over 11 years in hardware and software implementation and support. Specializes in networking technologies, systems engineering, and comprehensive troubleshooting across hardware and enterprise applications. Skilled in diagnosing and resolving complex issues efficiently, ensuring minimal downtime and delivering accurate technical documentation.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Endpoint Operations
Mayo Clinic of Jacksonville
Jacksonville
09.2023 - Current
- Endpoint Operations Information Technology
- Executed refresh processes to improve system functionality for end users
- Experience troubleshooting hardware/software
- Knowledge of using network tools such as (command prompt and PowerShell commands, toning cables, determining available ports on switches for wired and wireless devices to determine connection issues.
- Service Now experience
- Configuring network printers (HP/Samsung)
- Knowledge of the Epic EMR charting system
- Managed projects, overseeing a team of 3 to 4 members to ensure timely completion
- Supported surgical operations in O.R., ensuring optimal performance of equipment
- Imaging
Technical Service Engineer
Blue Cross/ Blue Shield of Florida
12.2018 - 06.2024
- Technical Service Engineer-NON-COE Level II support
- Provided technical support in Citrix environment/Webtop, ensuring seamless user experiences
- Experience with Director, UMS console, Control up
- Software implementation - (Systems Assessment, Software Installation, Pilot Group Testing, Global training, Roll-out)
- Software implementation- (Systems Assessment, Software Installation, Pilot Group Testing, Global training, Roll-out)
- Enhanced collaboration between teams to streamline troubleshooting processes.
- Managed ticketing process using Remedy to track and resolve technical issues effectively
- Tracked technical issues through ticketing system Remedy to facilitate support processes.
- Troubleshooting software installed on laptops/desktops-RSA Secure I.D
- Push software to machines using SCCM/Troubleshooting
- Troubleshooting security products such as Symantec and Carbon Black.
- Utilizing remote tools such as Active Directory, Remote Control Viewer, RDP and go-to assist for teleworker machines
- Troubleshoot login issue using McAfee console
- Unlocking user accounts using Active Directory
- Supported executive staff with IT solutions.
- Conference Room support and troubleshooting with Cisco Panels, Webex, Teams and Zoom.
Sr. Systems Engineer
Catapult Learning
11.2014 - 09.2017
- Installed, programmed, and troubleshot VoIP technology in schools, enhancing communication capabilities
- Applied MECM/SCCM expertise to resolve technical problems.
- Experience in office 2007 to Office 365 migration for 5500+ users
- Established communication with vendors regarding emergency outages
- Oversaw technology inventory for my regions
- Executed installation and testing of technology in new school constructions
- Facilitated Office 2007 to Office 365 migration for 5500+ users, streamlining user experience and access to tools
- Responsible for all technology inventory for my regions
- Responsible for installing and testing all technology inside new schools built
Education
High School -
Boise High School
Technical Diploma -
ITT Technical Institute
Skills
- Technical Support for Operating Systems (Win/Mac)
- Cloud Computing Support
- Azure
- Intune
- User Access Administration
- AD Administration
- Enterprise Networking Knowledge
- Network printing troubleshooting
- Deployments
- Multiple ticket queues (SCCM, ServiceNow, Jira)
- Knowledge base documentation
- Supporting remote and onsite users
- New hire onboarding
- Supporting remote and onsite users
Certification
- Systrack Certification, 2023-2024
- HP/Dell hardware certification for repairs
Projects
- Mayo Clinic, Directly engaged in the Mayo Clinic 'Unbound Expansion' for the Mayo Hospital. Overseeing all technology installs, configurations and implementations within the hospital, Directly engaged in the 'Duan Family Building' build out overseeing all technology installs, configurations and implementations, Project manager for project 'Mayo building and hospital' upgraded floors 7 and 8.
- Florida Blue, #1 in metrics for level II support, supporting end users for 24+ months., New hire onboarding for multiple users within the Guide well umbrella of companies
Technical Aptitude
- Mayo Clinic, Directly engaged in the Mayo Clinic 'Unbound Expansion' for the Mayo Hospital. Overseeing all technology installs, configurations and implementations within the hospital, Directly engaged in the 'Duan Family Building' build out overseeing all technology installs, configurations and implementations, Project manager for project 'Mayo building and hospital' upgraded floors 7 and 8.
- Florida Blue, #1 in metrics for level II support, supporting end users for 24+ months., New hire onboarding for multiple users within the Guide well umbrella of companies
Timeline
Endpoint Operations
Mayo Clinic of Jacksonville
09.2023 - Current
Technical Service Engineer
Blue Cross/ Blue Shield of Florida
12.2018 - 06.2024
Sr. Systems Engineer
Catapult Learning
11.2014 - 09.2017
High School -
Boise High School
Technical Diploma -
ITT Technical Institute