Summary
Overview
Work History
Education
Skills
education certifications
Timeline
Generic

Dean Bowker

Henderson,NV

Summary

26 years Client Facing Service Delivery Manager/Sr. Technician with excellent written and oral communication skills, extensive Customer Service experience, PC/LAN, Troubleshooting, Windows Desktops, Laptops, ITIL Service-Now. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Dynamic [Job Title] committed to optimizing systems performance for reduced operational costs and streamlined workflows. Performs timely software installations and tests alongside routine troubleshooting to facilitate system transitions and minimize downtime. Simplifies complex topics and processes to make technical interactions less intimidating for average users.

Overview

30
30
years of professional experience

Work History

IT Technical Analyst

Pharmavite. LLC (Nature Made)
02.2020 - Current
  • Technical support in the production plant environment - Cisco IP Desk phones, Laptops, Desktops, ThinkCentre All in ones, Thin clients, Citrix Clients, Mobile devices, Zebra, HP, Canon printers, Air Watch, Bit Locker, Jabber, Nitro, ITIL Service-Now, Thunderbolt 3 Docks, Snagit, Adobe Suite, Office 365, Blue jeans, Windows 10, Windows 7, Office 365, HP Thin Clients, Dell WYSE Thin Clients, Media players, Mobile Demand x-Tablet T7200, Power Bi, Lenovo Laptop, Thunderbolt 3 Docker, Clean Rooms, Software Center installs, Remote Desktop Connection, Scanners, Print Server, Print Manager, Blue Cat, System Center Configuration Manager, P52 Laptop, JDE, DSI, LIM’s, Cetova, Java, Oracle, Multi-Factor Authentication (MFA), TrackSYS
  • Risevision, Intunes, VLAN, Oracle Data Bases, and ODBC connections
  • Enhanced system performance by identifying and resolving complex technical issues.
  • Delivered comprehensive technical support to end-users, ensuring minimal downtime and swift issue resolution.
  • Enhanced user satisfaction with IT services through timely issue resolution and proactive communication.

Sr. Desktop Support Engineer Consultant

Boon Staffing Solutions, Inc. - Pharmavite
10.2018 - 07.2019
  • Windows 10 Rollout - Working as part of a team
  • Imaging (500+) Lenovo T480, Yoga, P52 laptops connected to a Thunderbolt 3 dock, and Lenovo ThinkCentre M920q desktops, deploying (500+) 24” ViewSonic monitors, SCCM capturing, restoring, application installs, and pushes scheduling, and troubleshooting
  • Technical support in the production plant environment - Cisco IP Desk phones, Laptops, Desktops, ThinkCentre All in ones, Thin clients, Citrix Clients, Mobile devices, Zebra, HP, Canon printers, Air Watch, Bit Locker, Jabber, Nitro, ITIL Service-Now, Thunderbolt 3 Docks, Snagit, Adobe Suite, Office 365, Blue jeans, Windows 10, Windows 7, HP Thin Clients, Dell WYSE Thin Clients, Media players, Mobile Demand x-Tablet T7200, Power BI, T470 Laptop, T460 Laptop, Thunderbolt 3 Docker, Clean Rooms, Software Center installs, Remote Desktop Connection, Scanners, Print Server, Print Manager, Blue Cat, System Center Configuration Manager, P52 Laptop, JDE, DSI, LIM’s, Cetova, Java, ADP, Multi-Factor Authentication (MFA).
  • Collaborated with IT team members to develop effective solutions for complex problems, increasing overall productivity.
  • Supported the integration of new employees by configuring workstations, setting up accounts, and offering personalized training sessions on company systems.

Sr. Technician/Escrow Assistant

Mirage Escrow
10.2016 - 10.2018
  • Imaging of PC's and thin clients and reimaging desktops (as needed) following company policy
  • Ability to troubleshoot and resolve issues related to software and hardware compatibility
  • Maintained a high degree of customer service for all support queries and adhere to all service management principles
  • Supported network connectivity from the router to PC’s Supported network printing and the RBJ application
  • Opened and closed Sales and Refinances
  • Excellent written and oral communication skills.
  • Improved equipment efficiency by performing regular maintenance and calibration of complex machinery.
  • Reduced downtime for critical systems through effective troubleshooting and root-cause analysis.
  • Managed inventory control, ensuring accurate tracking of parts and supplies for seamless operations.

Service Delivery Manager/Sr. Technician

ATOS - The Walt Disney Company
07.2006 - 09.2016
  • Managed desktop team implementing a new gaming company into the Disney domain
  • Adding the PC's to the domain, Re-imaging, installing new PC's, transferring software, personal data, and settings
  • Managed multiple desktop teams in a (6) week after hours division move of 650+ users from Burbank to Glendale
  • Managed vendor solutions for delivery and support of applications and systems (for desktops, laptops, printers, VOIP, business-critical applications, etc.)
  • Experienced working in a service desk environment supporting 7500+ customer-base across a multi-site enterprise organization
  • Leads Level II Desktop Support teams that provide day-to-day consultation, training, instruction, troubleshooting and problem-solving to computer users
  • Strong leadership and customer support skills, able to analyze & solve complex issues
  • Ability to use interpersonal skills & methods to encourage team & foster inter-team communication
  • Managed and monitored internal assets to ensure accurate inventory records using the Asset Management Database (AMDB)
  • Managed staff selection, performance, development, and training processes to ensure team competencies and capabilities to reach the business goals and expectations Created support documentation to assist staff with requests for information & provide staff training
  • Working knowledge of many ticketing applications including ITIL Service-Now, Service Manager, and Service Management
  • Comfortable providing consistent, excellent customer service support to all management levels, vendors and users
  • Managed desktop support teams for multiple business divisions at once (Disney Consumer Products, Disney Stores, and Walt Disney Imagineering) meeting SLA requirements daily
  • Ability to Configure, install, upgrade, and troubleshoot Windows XP, Windows 7, and Windows 10 operating systems and supported applications on desktops, laptops, iPhone’s, and ipads
  • Setup and managed Encryption and Connected Backup depots after hours.
  • Collaborated with cross-functional teams to ensure timely completion of complex projects.
  • Provided expert advice on equipment selection, leading to an overall improvement in operational efficiency.

PC/LAN Supervisor/Lead Technician

The Walt Disney Company
01.1999 - 01.2006
  • Configure, install, upgrade, and troubleshoot Windows 95, Windows 2000, Windows XP operating systems and supported applications on desktops, laptops
  • Worked with help desk, remote resolution and network operations staff as appropriate to determine and resolve issues received from clients
  • Successfully completed many projects, OS upgrades, software upgrades, moves, encryption, and Connected Backup, and refreshes etc.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.

Desktop Team Lead

Turner Techtronics Inc. – The Walt Disney Company
03.1994 - 01.1999
  • Configure, install, upgrade, and troubleshoot Windows desktops and laptops operating systems and supported applications
  • Desktop lead managing (6) technicians
  • Ability to work both independently and in a team environment.
  • Supervised team members to confirm compliance with set procedures and quality requirements.

Education

Computer Technologies Program

Ameritech College
Van Nuys, CA

Security +

New Horizons Computer Learning Center
Burbank, CA
06.2017

Network+

New Horizons Computer Learning Center
Burbank, CA
05.2017

Information Technology Project Management

New Highland College
Burbank, CA
03.2012

ITIL V3

New Highland College
Burbank, CA
02.2010

Aircraft Structural Repair (68G)

U.S. Army Transportation School
Fort Eustis
04.1979

High School Diploma -

Newbury Park High School
Newbury Park, CA
06.1978

Skills

  • Effective Communication
  • Diagnostics and Troubleshooting
  • Technical Writing
  • Quality Assurance
  • Technical Analysis

education certifications

  • Certification in SCRUM Fundamentals (SFC), Currently studying for SCRUM Master Certification
  • Certificates in A+, Network+, Security+, New Horizons – Burbank, CA
  • Certificate in ITIL v3, New Highland College - Burbank, CA
  • Certificate in Project Management, New Highland College - Burbank, CA
  • Diploma in Computer Technologies Program, Ameritech College - Van Nuys, CA
  • Diploma in Aircraft Structural Repair, U.S. Army Transportation School – Fort Eustis, VA.
  • Diploma, Newbury Park High School - Newbury Park, CA

Timeline

IT Technical Analyst

Pharmavite. LLC (Nature Made)
02.2020 - Current

Sr. Desktop Support Engineer Consultant

Boon Staffing Solutions, Inc. - Pharmavite
10.2018 - 07.2019

Sr. Technician/Escrow Assistant

Mirage Escrow
10.2016 - 10.2018

Service Delivery Manager/Sr. Technician

ATOS - The Walt Disney Company
07.2006 - 09.2016

PC/LAN Supervisor/Lead Technician

The Walt Disney Company
01.1999 - 01.2006

Desktop Team Lead

Turner Techtronics Inc. – The Walt Disney Company
03.1994 - 01.1999

Computer Technologies Program

Ameritech College

Security +

New Horizons Computer Learning Center

Network+

New Horizons Computer Learning Center

Information Technology Project Management

New Highland College

ITIL V3

New Highland College

Aircraft Structural Repair (68G)

U.S. Army Transportation School

High School Diploma -

Newbury Park High School
Dean Bowker