Holly Ziegler
Harris,MN
Summary
IT professional with over 14 years of experience. Background in Managed Print Services, IT Technical Support, Operations, Asset Management, Break-fix Support, and Project Deployment Support. Excellent troubleshooter with strong attention to detail and methodical approach.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Operations Support Analyst
Hewlett Packard Enterprise
2023.10 - Current
- Coordinated with vendors, customers and internal departments to understand, monitor and communicate changes to workflows.
- Scheduled timely repair and routine maintenance services to minimize disruption to office production.
- Works printer break fix incidents under the SLA time frame.
- Coordinates with onsite vendors for timely repairs
- Supports clients incidents and requests for print management.
- Supports all U.S. Bank's HP printer fleet.
IT Analyst
Parker Hannifin Corp.
2022.12 - 2023.10
- End user support
- Installed system updates to address vulnerabilities and reduce security issues.
- Deployed printers and pc's across the facility, connecting hardware to central network hubs for multi-site interconnectivity.
- Setup, installed and configured new computers and printers.
- Managed end-user accounts and permissions in AD, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Diagnosed and troubleshot printers, pc, hardware, software and network issues.
- Assisted in development of system security protocols.
- Used Service Now ticketing system for requests, Incidents.
Helpdesk Support Specialist
NTT DATA Services
2021.09 - 2022.12
- Responded to user operational issues with HP Printers within US Bank to enable problem resolution.
- Use Service now to resolve incidents and requests.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, MS teams and MS Outlook.
- Collaborated with field support vendors to order hardware components and resolve advanced printer network problems.
- Monitored systems in operation via Webjet Admin and input network commands to troubleshoot areas.
- Support printer software, firmware and printer resets for all HP Printer fleet.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions to incidents.
- Retained existing clients and developed [Number] new accounts by extending high quality and efficient support service
System Administrator
CompuCom Systems - US Bank
2013.08 - 2020.09
- Tracks and updates printer fleet movements between client (US Bank) and vendors (HP)
- Support LAN Fax deployment project
- Provide support for administrative and technical matters related to to DHCP/DNS Print Management
- Support remote installations, configurations, HP printer firmware upgrades, maintenance, and troubleshooting of HP printers in enterprise environment using Webjet Admin.
- Supporting managed print solution for over 15,000 printers nationwide to ensure US Bank's print services are optimized and reliable
- Working knowledge of Service Now with researching devices, and Incidents
- Working knowledge of MS Office suite, 365, MS teams, outlook & Skype for business
- Created MSL updates/spreadsheets using Microsoft Excel for daily, weekly and monthly reporting of printer fleet
Support Analyst Tier II/Service Desk
CompuCom Systems - US Bank
2011.09 - 2013.08
- Desktop/laptop Deployment project support
- Worked in phone queue assisting in calls from onsite vendors, performed diagnostics, remote re-images, back up/restore user data, and resolved incidents/requests
- Offered remote support for internal users. Engaged in user support via incidents, phone, email and chat
- Configured hardware, print servers, devices, software & COTS applications, Windows and Mac OS, end-point encryption, and user profiles
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, laptops, network, printers, applications, and various browsers
- Worked with third-party vendors (HP) to resolve issues with hardware or software covered by annual maintenance agreements
- Used ticketing systems (HP service Manager and service Now) to manage and process support actions and requests
- Removed malware, ransomware and other threats from laptops and desktop systems
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process
Technical Support Representative
CompuCom Systems - US Bank
2010.09 - 2011.09
- Served as point of contact for project scheduling and changes
- Oversaw tracking system for project
- Provided technical support for hardware/network installation deployment
- Provided technical direction on hardware deployment projects and initiatives to other engineers, technicians and vendors
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Used ticketing systems to manage and process support actions and requests
- Monitored systems in operation and input commands to troubleshoot areas
Technical Support Analyst
Ajilon Consulting/Target Corporation
2007.03 - 2009.02
- Provided technical support for all new hardware, security cameras, and software for Target's deployment projects
- Configured/supported Cisco Switches, routers, blade servers, workstations and video security systems
- Provided support to field technicians and vendors via phone queue
- Supported and maintained user account information, including rights, security and systems groups
Education
Bachelor of Science - Information Technology
University of Phoenix U.S
Online 2009.03 - 2011.04
Associate of Applied Science - Computer Networking
Brown College
Minneapolis, MN 2003.09 - 2005.01
Skills
MS Office - Excel
DHCP/DNS
TCP/IP protocols
Network configuration
Microsoft Windows
Active Directory
Technical Analysis
Hardware Knowledge
Program Installations
Troubleshooting
Hardware And Software Installation
Technical Support
User support
System upgrades
Adaptability
HP printer configurations
Timeline
Operations Support Analyst
Hewlett Packard Enterprise
2023.10 - Current
IT Analyst
Parker Hannifin Corp.
2022.12 - 2023.10
Helpdesk Support Specialist
NTT DATA Services
2021.09 - 2022.12
System Administrator
CompuCom Systems - US Bank
2013.08 - 2020.09
Support Analyst Tier II/Service Desk
CompuCom Systems - US Bank
2011.09 - 2013.08
Technical Support Representative
CompuCom Systems - US Bank
2010.09 - 2011.09
Bachelor of Science - Information Technology
University of Phoenix U.S
2009.03 - 2011.04
Technical Support Analyst
Ajilon Consulting/Target Corporation
2007.03 - 2009.02
Associate of Applied Science - Computer Networking
Brown College
2003.09 - 2005.01
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