Summary
Overview
Work History
Education
Skills
References
Timeline
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John Bollman

Spring Grove,PA

Summary

Results-driven IT Technician with a proven track record of exceeding client expectations through proactive fault resolution and complaint management. Expert in triaging and delegating incoming tickets to ensure timely and effective issue resolution. Demonstrates strong analytical skills in confirming personal resolutions or appropriate assignments for all customer inquiries.

Overview

18
18
years of professional experience

Work History

IT Technician

GGS Information Services
York, PA
01.2025 - Current
  • Responded swiftly to emergencies involving outages and data loss.
  • Coordinated vendor services for timely repairs and maintenance.
  • Managed inventory of IT assets, including laptops, desktops, servers, and peripherals.
  • Maintained user accounts in Active Directory and Exchange Server environments.
  • Set up user profiles on local machines per established standards.
  • Deployed operating systems across multiple devices.
  • Installed and configured hardware, software, networks, printers, and scanners.

IT Technical Analyst

DXC Technology
Hanover, PA
03.2023 - 01.2025
  • Developed process documentation for IT operations to enhance procedural clarity.
  • Investigated incidents reported by end users using remote monitoring tools.
  • Managed technical operations for 45 employees across North America
  • Defined and published schedules aligned with service demand and collective agreements.
  • Oversaw dispatch processes for all sites, ensuring budget adherence and efficient scheduling.
  • Assisted in crafting disaster recovery plans to minimize downtime during outages.
  • Resolved complex technical problems through thorough root cause analysis.
  • Deployed new computer systems and applications to end users, enhancing operational efficiency.

Tier 2 Technical Support Specialist

Phil Long Dealerships
Colorado Springs, CO
10.2022 - 03.2023
  • Served as initial point of contact for all IT-related calls, tickets, and email requests.
  • Performed remote troubleshooting sessions using TeamViewer to resolve customer issues.
  • Handled escalated calls from Tier 1 Technical Support Specialists to ensure prompt resolution.
  • Analyzed customer inquiries to identify and implement effective technical solutions.
  • Collaborated with Sales, Networking, and Systems Administration departments on complex issues.

IT Technician

State of Colorado Department of Corrections
Colorado Springs, Col
05.2018 - 05.2022
  • Delivered first-tier support for Judicial and Probation staff in El Paso Combined Courts.
  • Maintained audio-visual equipment in courtrooms to ensure operational readiness.
  • Managed file storage for all recorded court hearings, ensuring easy access.
  • Assessed and resolved technology-related issues, providing exceptional customer service.
  • Executed system backups and restores to safeguard data integrity.

Computer Operator

Bon Ton Stores
York, Penn
04.2012 - 11.2014
  • Operated computer and peripheral equipment for efficient data processing.
  • Executed daily scheduled tasks for server maintenance and mainframe integrity.
  • Monitored mainframe and server operations to identify abnormal terminations and error messages.

IT Tech

Red Lion Area School District
Red Lion, Penn
11.2007 - 08.2008
  • Managed mixed environment of over 850 Apple and Windows computers.
  • Provided technical support for staff and students, resolving issues efficiently.
  • Assisted in deploying new applications and updating existing software systems.

Education

Associates in Specialized Business - Information Technology

YTI Career Institute
York, PA
07-2007

Skills

  • Incident response and management
  • Active Directory administration
  • Remote troubleshooting and support
  • System backup solutions
  • Hardware installation and maintenance
  • Network configuration and optimization
  • Office 365 administration and support
  • Dispatch procedures and coordination
  • Vendor management strategies
  • Service level agreements oversight
  • Team leadership and development

References

References available upon request.

Timeline

IT Technician

GGS Information Services
01.2025 - Current

IT Technical Analyst

DXC Technology
03.2023 - 01.2025

Tier 2 Technical Support Specialist

Phil Long Dealerships
10.2022 - 03.2023

IT Technician

State of Colorado Department of Corrections
05.2018 - 05.2022

Computer Operator

Bon Ton Stores
04.2012 - 11.2014

IT Tech

Red Lion Area School District
11.2007 - 08.2008

Associates in Specialized Business - Information Technology

YTI Career Institute

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