Fred Oerkfitz

• Provide tier-2/3 technical engineering and multi-platform desktop support (Windows and macOS) to users, ensuring system stability and peak staff productivity. Facilitated corporate M&A technical integrations by traveling onsite to newly acquired offices, delivering training, answering technical questions, and aligning incoming staff with corporate IT operational standards and workflows. Collaborate on macOS deployment strategies by testing and documenting MacBook setup workflows via corporate JAMF policies established by engineering teams. Diagnosed and troubleshot MacOS hardware and software issues, resolving local environment errors and coordinating advanced tier-3 engineering escalations. Administer Microsoft Teams Administration portal, manage user permissions. Utilize Windows Autopilot enrollment to streamline zero-touch hardware provisioning and remote OS deployment for modern workplace environments. Oversaw end-to-end corporate mobile phone iOS deployment lifecycle, coordinating vendor ordering, security configurations, and providing ongoing device support. Reviewed, authored, and maintained internal knowledge base (KB) solution documents to enhance resolution times for tier-1 service desk teams. Configured Teams Room conference equipment and troubleshoot issues with the devices. Configured printers to use OAuth 2.0 for scanning to email setup and troubleshoot printer issues. Troubleshoot office door security systems.
• Mentored junior engineers in project execution and technical problem-solving methodologies.
• Streamlined workflow processes, enhancing project deliverables and operational efficiency across departments.

• Managed a high-performing level 1 technical support team, maintaining a 98% personal customer satisfaction (CSAT) rating while driving junior team member satisfaction ratings to 90%+ for the same period. Monitored real-time team KPIs and queue volume to proactively resolve bottlenecks and strictly enforce corporate SLA/OLA compliance targets. Drafted and managed outage communications to business, resulting in significant reduction of service desk tickets from high-priority system events. Mentored and coached junior service desk staff on complex diagnostics and professional end-user communication, enhancing troubleshooting skills. Review and edit solution documents for issues submitted to the service desk to improve first-contact resolution rates. Followed up with customers' low sat score to see where the team could have done better. Relay that information to the technician receiving the low sat score and to the Department Manager.
• Provided technical support for software and hardware troubleshooting, enhancing operational efficiency.
• Assisted in managing IT inventory, ensuring timely updates and accurate record-keeping.
• Developed user manuals and training materials for new software implementations, improving user onboarding experience.

• Coordinated OS migration project, executing onsite upgrades from Windows XP to Windows 7 across 20+ US locations, impacting 2,000+ end-users. Facilitated Windows 7 and Office 2010 training programs for 2,000+ users post-migration to ensure zero downtime and rapid adoption. Executed Lotus Notes to Outlook migration tasks. Configured printers for network access/use. Created new accounts in Active Directory. Disabled accounts when staff left the company. Reset passwords for users to regain access to accounts. Executed hardware repairs or arranged service with Dell for efficiency.
• Demonstrated respect, friendliness, and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Worked flexible hours across night and weekends.

GPA: 3.75