James Reichenbach
Spring Green,United States
Summary
A highly experienced and extensively skilled Information Technology Generalist with the ability to effectively manage and oversee multitudes of IT services for organizations. Bringing forth a proven record of accomplishment of effectively researching and analyzing business processes and procedures and designing and implementing business solutions. Able to effectively self-manage during independent projects, as well as collaborate as part of a productive team. Proficient in an assortment of technologies and concepts, including Cyber Security, Virtualization, Networking, Microsoft Azure/365 suite and Windows Client/Servers.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Corp IT Systems Engineer
Great Wolf Resorts
Madison
09.2024 - Current
- Sole onsite IT for satellite office of 50+ hybrid office employees
- Developed and proposed plan to minimize NOC vendor errors
- I-III Level ITIL server, network, and end-user troubleshooting
- Primary Citrix administration
- Monthly patching and deployment of apps/VMs
- Authoring data workflows and knowledge base articles
- Investigated, tested, and patched multiple vulnerabilities
- Initiated datacenter cleanup
- Including secure disposal of hardware
Network Systems Administrator
MHTC INC
Mount Horeb
09.2022 - 05.2024
- Onboarded Crowdstrike SIEM
- Authored full suite of 26 NIST 2.0 compliant cyber security policies
- Server, Network, and End-user Troubleshooting
- Initiated scheduled monthly patching plan
- Authored and presented applicable system and process improvements to leadership for approval
- Met with vendors for infrastructure hardware projects including server systems, physical access controls, network routers and switch
- Developed and maintained a secure hybrid infrastructure, ensuring the security of sensitive data and systems
- Diagnosed and troubleshot network issues to ensure availability of critical systems and services
- Secured the network and systems through the implementation of best-practice security policies and procedures
- Maintained PCI compliance standards
IT Support Specialist
ABS Global (Genus PLC)
Deforest
10.2021 - 09.2022
- Installed and supported office, production, and warehouse IT hardware and software
- Documented current IT processes and authored into usable knowledge
- Converted documented knowledge into training material for global IT staff
- Purchase, provision and prepare access, hardware, and training for new users
- Day to Day Incident Management
- Group Policy Creation & Management
- Server and Network Troubleshooting
Desktop Support Analyst II
Subzero Group
Madison
11.2017 - 10.2021
- In charge of relationship between the business and front-line IT service vendor
- Mentored junior analysts and interns on best practice IT support processes and procedures
- Managed inbound ticket queue in ServiceNow for the IT department
- Participated in on-call rotation to provide 24/7 emergency support
- Remoted support with MSRA, RDP, Bomgar, TeamViewer, etc
- Coached and supported customers with use of a vast array of software and hardware
- Primary author of IT knowledge articles and manage knowledge base content
- Installed and supported office, manufacturing, and warehouse IT hardware and software
- Supported virtual software and environments within VMware Horizon and vSphere
Senior Service Desk Team Lead (3rd shift)
Paragon Development Systems (PDS)
Madison
11.2015 - 10.2021
- Lead my team of 8 (in office and remote) in daily operations and efficiencies, including management of login credentials, access issues, and procedural best practices
- Provided 24/7 support for all internal and external client operations
- Performed Tier 1 and 2 technical support, NOC and Managed Services
- Authored tickets in Alert, Cherwell, TrackIT, ServiceNow, and LBE ticketing
- Coached team members in customer service and IT support methodologies
- Sent daily End of Shift report to day shift team leads and manager
Service Desk Analyst
Paragon Development Systems (PDS)
Madison
05.2014 - 05.2015
- Provided 24/7 support for select PDS external client operations
- Performed Tier 1 technical support for domestic and international users
- Set benchmarks management utilized for call times and closed on first contact SLAs
- Operated remote management console to troubleshoot and resolve Tier 1 server issues
- Authored incident tickets and escalate to specialized teams depending on issue
Business Data Specialist
West Business Solutions
Middleton
06.2013 - 04.2014
- Utilized multiple communication methods to support customers with service issues, and to offer telecommunication service solutions to address business needs
- Prepared product and solution pricing proposals for client review
Business Data Specialist
Web Courseworks
Madison
12.2011 - 08.2012
- Education client support for eLearning software
Senior Technical Contact Operations Adviser II
Telephone & Data Systems (TDS)
Madison
03.2004 - 06.2011
- Provided Tier 2 and 3 support to residential advisers, business advisers, and field technicians for dial-up, ISDN, DSL, WiMax, PON, T1, and Managed Services
- Cared for 'Hot' escalated residential and business customer calls
- Tested new products and technologies, to provide use case summary for management
- Authored technical documents and training guides for new products and initiatives
- Trained classes of up to 15 employees on call taking processes and procedures
- Piloted and document procedures for use between Seniors and advisers for 'quick fix' issues
- Analyzed ticket history and recorded calls to craft custom technical coaching program for advisers
Education
Bachelors - Computer Information Systems
Herzing College
Madison10.2003
Skills
- Administration
- Operational Management
- Workforce Development
- Customer Relationship Management
- Vendor Management
- IT Security and Compliance
- Automation
- Infrastructure Management
- Cloud Infrastructure Management
- Microsoft Hyper-V
- Windows Server
- Virtualization technologies
- Microsoft O365
- Microsoft Azure
- MSDOS to Windows 11 Proficiency
- PowerShell Scripting
- MySQL
- Troubleshooting and diagnosis
- Technical analysis
- Ubiquiti
- Cisco Networking
- ServiceNow
- PCI and HIPAA compliance
Certification
A+, CompTIA
Timeline
Corp IT Systems Engineer
Great Wolf Resorts
09.2024 - Current
Network Systems Administrator
MHTC INC
09.2022 - 05.2024
IT Support Specialist
ABS Global (Genus PLC)
10.2021 - 09.2022
Desktop Support Analyst II
Subzero Group
11.2017 - 10.2021
Senior Service Desk Team Lead (3rd shift)
Paragon Development Systems (PDS)
11.2015 - 10.2021
Service Desk Analyst
Paragon Development Systems (PDS)
05.2014 - 05.2015
Business Data Specialist
West Business Solutions
06.2013 - 04.2014
Business Data Specialist
Web Courseworks
12.2011 - 08.2012
Senior Technical Contact Operations Adviser II
Telephone & Data Systems (TDS)
03.2004 - 06.2011
A+, CompTIA
Bachelors - Computer Information Systems
Herzing College
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