Donna Schweer
Cleves,Ohio
Summary
Reliable IT support professional with deep experience in ServiceNow ticketing, Active Directory, and end-user support. Skilled in clear technical communication, problem-solving, and customer service. History of managing endpoints, handling access requests, and coordinating escalations to keep systems running smoothly.
Overview
1
1
Certification
39
39
years of professional experience
Work History
EndPoint Management Specialist
University of Cincinnati
Cincinnati, Ohio
01.2020 - Current
- Application Support: Install, update, and patch business software, productivity suites (Microsoft 365, Adobe, etc), and collaboration tools.
- Endpoint Management: Use management platforms (like Microsoft Intune or Jamf) to deploy software packages and monitor system health.
- Patch Management: Apply critical operating system updates, security patches, and driver updates regularly
- Ticketing Operations: Managed end-user requests through help desk ticketing systems (like ServiceNow), phone calls, and walk-up tech bars to ensure timely resolution.
- Troubleshooting: Diagnose and resolve Tier 1 through Tier 3 issues relating to connectivity, network drives, VPNs, and software failures
- Coordinated issue escalation to specialized teams for resolution of complex problems.: Coordinate with network, security, or infrastructure engineering teams when problems require higher-level fixes
- Imaging & Deployment: Build, configure, and image new workstations using standard operating systems (Windows and macOS)
- Device Lifecycle: Manage hardware refreshes, asset tracking, equipment relocations, and safe disposal of old technology
- Hardware Maintenance: Diagnosed, repaired, and replaced computer parts, laptops, monitors, and peripherals to maintain operational effectiveness.
- Access Management: Administered user account creation, password resets, shared mailboxes, and Active Directory permissions to support user access needs.
- Compliance & Defense: Implement endpoint security tools, disk encryption, antivirus protections, and device compliance audits.
Resnet Student Computer Services
University of Cincinnati
Cincinnati, OH
01.2014 - 01.2020
- Resolved password resets and account access requests in university systems.
- Assisted campus IT help desk by addressing user inquiries and performing basic troubleshooting to enhance user experience.
- Configured laptops, printers, and peripherals for campus support use.
- Installed software updates on student and staff computers.
- Documented service tickets and issue details in help desk records.
- Assisted with network checks and connection troubleshooting for campus devices.
- Provided clear technical instructions to students, faculty, and support staff, facilitating understanding and resolution of issues.
- Installed new software applications based on user requests.
- Troubleshot system issues related to network connectivity, operating systems, security settings.
- Configured network settings on computers using TCP and IP protocols.
- Performed regular maintenance tasks such as disk defragmentation and virus scans on all computers.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Supported IT manager with department administrative duties and clerical tasks.
- Configured hardware and software for system users. and configured system user hardware and software applications.
- Kept software patched and licenses up to date.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Handled challenging customer situations with composure, applying de-escalation techniques to ensure positive user interactions.
Computer Equipment Applications Specialist
University of Cincinnati
Cincinnati, OH
01.2006 - 04.2014
- Configured voice, data, and video communication equipment across sites.
- Installed and configured telecommunications equipment, including modems, routers, switches, and cables.
- Configured voice over internet protocol devices, including IP phones and softphones, for seamless communication.
- Managed telecommunications systems, circuits, and network connectivity for enterprise operations.
- Tested circuits, phone lines, and network connections for service readiness.
- Monitored service tickets, outages, and repair requests through telecom support systems.
- Coordinated vendor support for installations, maintenance, and equipment troubleshooting.
- Documented line assignments, system changes, and telecommunications inventory records.
- Maintained records of network configurations and inventory levels of all telecom equipment.
- Supported telecommunications procedures, standards, and maintenance schedules for staff.
- Assisted users with phone features, voicemail setup, and communication issues.
- Provided technical support to customers regarding their telecom products and services.
- Performed troubleshooting for hardware and software related issues on telecom networks.
- Investigated customer complaints related to service interruptions or other technical issues.
- Resolved customer inquiries by providing answers in accordance with company policies and procedures.
- Measured, cut, spliced, and installed wires and cables to ensure reliable telecommunications connections.
- Provided on-call support for critical issues, ensuring high availability of telecommunications services.
- Conducted site surveys to determine the best placement of telecommunications equipment.
Telecommunications Technician Contractor
J Daniel Co. (Cinti Bell contractor)
Cincinnati, OH
11.2005 - 12.2006
- Trained new technicians on procedures, safety rules, and work standards.
- Troubleshot mechanical issues using hand tools and diagnostic equipment.
- Communicated status updates with teams, vendors, and department leaders.
- Organized workspaces, supplies, and equipment for efficient technician support.
- Oversaw daily operations, delegated tasks and assignments and implemented strategies to optimize workflows.
- Assisted junior technicians in resolving complex technical problems.
- Followed safety practices to safeguard against injury and damage to property.
- Validated adherence to best practices, quality standards and customer specifications.
- Utilized hand tools to properly splice cables.
- Filled out work orders, repair logs and maintenance plans to document work completed.
- Completed scheduled appointments on time to drive quality service.
- Followed safety guidelines and wore protective gear when using power drills, circular saws, and other power tools.
- Reviewed blueprints and manufacturer manuals before beginning installation and repair work.
Telecommunications Technician Contractor
Superior Cabling Systems
Cincinnati, OH
02.2004 - 11.2005
- Installed telecommunication systems according to project specifications and safety standards.
- Utilized testing equipment to verify signal quality and connectivity integrity.
- Trained junior technicians on best practices for cable installation and testing procedures.
- Coordinated with clients to schedule installations and maintain clear communication throughout projects.
- Installed cabling for data and voice communications between buildings.
- Configured and installed telecommunications hardware, such as routers, hubs, switches and multiplexers.
- Implemented changes following industry standards.
- Tested and troubleshot telecommunication systems to identify malfunctions or defects.
- Measured, cut, spliced and installed wires and cables.
- Laid out cabling plans and ran through buildings to desired locations.
- Documented all installation and repair work, maintaining accurate records for future reference.
- Ensured compliance with federal, state, and local regulations regarding telecommunications systems.
- Conducted site surveys to determine the best placement of telecommunications equipment.
- Tested repaired, newly installed or updated equipment to drive proper function and conformance to specifications.
- Climbed poles and ladders to install, maintain or inspect equipment.
- Assembled and installed communication equipment.
- Ran wires between components and to outside cable systems.
- Installed and repaired distribution racks and cables.
- Tested connections to verify power supplies and communication link functionality.
Telecom Installation Technician
Comm-Line/ BlackBox
Cheviot, Ohio
01.2000 - 02.2004
- Installed communication systems for clients in various industries.
- Maintained and repaired existing installations to ensure functionality.
- Conducted site surveys to assess installation requirements and conditions.
- Documented installation processes and maintained accurate records for compliance.
- Worked with team members to install and maintain equipment.
- Tested completed installations to verify functionality and compatibility with other devices.
- Assisted in training other technicians on best practices for installation procedures.
- Ensured that all cables were securely connected and labeled correctly during the installation process.
- Performed troubleshooting of hardware, software, and network systems.
- Participated in training sessions to enhance skills and knowledge in new installation techniques.
- Utilized diagnostic tools and software to identify and fix technical faults efficiently.
- Installed new components or replaced defective parts to restore functionality.
- Completed scheduled appointments on time to drive quality service.
Electrical Apprentice
Henderson & Bertke Electric
Cincinnati, OH
08.1996 - 12.1999
- Installed electrical wiring and fixtures under supervision of experienced electricians.
- Assisted in troubleshooting electrical systems and diagnosing malfunctions effectively.
- Participated in training sessions to enhance skills and knowledge of electrical codes.
Retail Supervisor
Central Hardware
Cincinnati, OH
04.1988 - 07.1996
- Supervised daily operations of retail floor and staff activities.
- Trained new employees on customer service and product knowledge.
- Managed inventory levels and restocked merchandise as needed.
- Handled customer inquiries and resolved complaints effectively.
Education
High School Diploma -
Mother of Mercy High School
Cincinnati, OH05-1985
Skills
- Customer service
- Technical communication
- Professionalism
- Operational efficiency
- Self motivation
- Multitasking
- Problem-solving abilities
- Multitasking Abilities
- ServiceNow ticketing
- Attention to detail
- Problem solving
- Software deployment
- Hardware troubleshooting
- Network support
- Active Directory
- Patch management
- Endpoint imaging
- Set up devices
- Access management
- Device lifecycle
- Cross-team coordination
- Teamwork and collaboration
Certification
- Bicsi
- Dell Premier
- Microsoft 365 Endpoint
- CompTIA Security+ Course
Timeline
EndPoint Management Specialist
University of Cincinnati
01.2020 - Current
Resnet Student Computer Services
University of Cincinnati
01.2014 - 01.2020
Computer Equipment Applications Specialist
University of Cincinnati
01.2006 - 04.2014
Telecommunications Technician Contractor
J Daniel Co. (Cinti Bell contractor)
11.2005 - 12.2006
Telecommunications Technician Contractor
Superior Cabling Systems
02.2004 - 11.2005
Telecom Installation Technician
Comm-Line/ BlackBox
01.2000 - 02.2004
Electrical Apprentice
Henderson & Bertke Electric
08.1996 - 12.1999
Retail Supervisor
Central Hardware
04.1988 - 07.1996
High School Diploma -
Mother of Mercy High School