Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Edward Bolar

Evanston,IL

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Analyst

Faegre Drinker
03.2023 - Current
  • Improved customer satisfaction by providing timely and accurate technical support to endusers.
  • Assisted in product testing efforts prior to release, helping identify potential bugs or user experience improvements needed.
  • Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured hardware and granted system permissions to new employees.
  • Installed and configured operating systems and applications.
  • Resolved complex technical issues for clients, enhancing overall system performance.

Service Engineer Analyst III

Allstate Insurance Co
01.2020 - 02.2023
  • Use of ServiceNow Management Suite to receive incidents and update hardware assets
  • Assist Investments users (in-person and remote) with specific technical services
  • Create virtual machines and imaging Windows 10 on desktops and laptops
  • Troubleshoot various Microsoft Office, Windows, and VPN issues
  • Create and advertise software packages for deployment to the company's software portal
  • Provide remote chat support via Microsoft Teams and Zoom
  • Triage with other teams in Investments Technology to resolve urgency
  • Order various hardware assets for Investments users
  • Remove old devices from the company's network via Active Directory
  • Oversaw installation of software programs and hardware systems to meet requirements.

Operations Specialist

OptumRx
10.2014 - 12.2019
  • Managing calls from internal staff via telephone and e-mail
  • Using ServiceNow Management Suite to receive and track incident requests
  • Differentiating between clients to provide specific technical services
  • On-call support for after hours
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Reset domain passwords and address Active Directory issues with users
  • Ability to diagnose and resolve Microsoft Office issues
  • Work with internal users and external clients on resolving technical issues
  • Troubleshoot various Windows hardware/software issues
  • Tracking, routing, and redirecting problems to the next level of resources
  • Quickly triaging and escalating issues to next level support as required

Education

Associate of Applied Science - Computer Information Systems

Oakton Community College
Des Plaines, IL
08.2011

Skills

  • Customer Service
  • Microsoft Office 365
  • Active Directory
  • Mac OS
  • Windows
  • iOS
  • HTML
  • CSS
  • ITSM ServiceNow Management Suite
  • VMWare
  • SCCM
  • LAN Software troubleshooting
  • Incident Reporting
  • Microsoft Intune
  • Complex Problem-Solving

Certification

ITIL V4 Foundation

Languages

Japanese
Elementary

Timeline

Technical Support Analyst

Faegre Drinker
03.2023 - Current

Service Engineer Analyst III

Allstate Insurance Co
01.2020 - 02.2023

Operations Specialist

OptumRx
10.2014 - 12.2019

Associate of Applied Science - Computer Information Systems

Oakton Community College

Similar Profiles

CREATE PROFILE
Edward Bolar