John Hermann
ST CLOUD
Summary
Dynamic IT Support Engineer with proven expertise at Osceola Tax Collector in optimizing system performance and enhancing network security. Skilled in remote desktop support and incident management, I effectively reduced downtime and improved user satisfaction through proactive troubleshooting and training initiatives. Committed to maintaining a secure and efficient computing environment.
Professional IT Support Engineer with robust background in providing technical assistance and resolving hardware and software issues. Skilled in network troubleshooting, system maintenance, and customer service, ensuring seamless IT operations. Strong focus on teamwork and adaptability, consistently meeting and exceeding performance targets. Reliable and flexible, aligning with evolving organizational needs and priorities.
Overview
22
22
years of professional experience
1
1
Certification
Work History
IT Support Engineer
Osceola Tax Collector
09.2003 - Current
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
- Enhanced network security with regular vulnerability assessments and prompt patch installations.
- Managed high levels of call flow and responded to technical support needs.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Tested new software and hardware prior to deployment.
Courier
Osceola County Clerk of Courts
04.2003 - 09.2023
- Greeted recipients, delivered packages, and parcels and acquired proper signatures for all deliveries.
- Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
- Enhanced customer satisfaction through timely deliveries and professional communication with clients.
- Adhered to all traffic laws while operating company vehicles for safe transportation of goods.
- Established lasting relationships with customers by delivering packages on time, interacting professionally, and responding promptly to questions.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Developed strong relationships with clients through dependable service that ensured repeat business.
- Followed company policies and procedures during shift.
- Ensured the safety of packages by properly handling fragile items during transportation and storage.
- Drove safely at all times to avoid accidents and harm.
- Kept vehicles clean and well-maintained, ensuring reliable performance for daily use.
Education
No Degree - General Studies
Valencia Community College
Kissimmee, FLHigh School Diploma -
St Cloud High School
St Cloud, FL05-1988
Skills
- Remote desktop support
- Network troubleshooting
- Help desk support
- IT asset management
- Software installation
- Data backup and recovery
- Application support
- Hardware diagnostics
- System administration
- Server management
- Incident management
- IT compliance
- Information security
- Desktop deployment
- Patch management
- Windows server
- Operating systems
- Active directory
- Desktop support
- Issue troubleshooting
- Account management
- Remote support
- Technical support
- Windows 10/11
Certification
Comptia Network Plus
Comptia A Plus
Microsoft MCSA
Microsoft MCSE
VM Ware Certified Professional
Timeline
IT Support Engineer
Osceola Tax Collector
09.2003 - Current
Courier
Osceola County Clerk of Courts
04.2003 - 09.2023
No Degree - General Studies
Valencia Community College
High School Diploma -
St Cloud High School
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