MIKE KAMMERER
Riverside,USA
Summary
Success-driven IT Support Technician with over 25 years of experience, specializing in troubleshooting, software installation, and hardware maintenance. Highly motivated to assist clients and colleagues in resolving technology issues through training and experience-based skills.
Overview
29
29
years of professional experience
Work History
Senior Technology Operations Analyst
Wells Fargo
12.2022 - 05.2025
- Understanding of networking fundamentals (LAN/WAN, Firewalls, VPNs, DNS/DHCP)
- Manage queues through a ticket tracking platform for assigned tickets, prioritizing them by severity and resolving issues in accordance with required Service Level Agreements (SLAs)
- Proficient in ServiceNow workflow system
- Lead initiatives and projects within technology operations that contributed to the resolution of complex issues
- Skilled in hardware/software installs and configuration
- Adhere to cybersecurity protocols to maintain compliance and minimize risk
- Provide support Bloomberg Terminal smart stations for Wells Fargo Advisors
- Oversee the lifecycle management for laptops, desktops, monitors, printers and mobile devices
- User and Group Management in Active Directory
- Manage equipment procurement and asset management efforts to prevent stale equipment in the environment, helping to cut cost
- Served as Team Lead for “Return to Office” initiative after COVID, reconfiguring workstations for a hybrid work environment (dual monitors, docking stations, Cloud PC/Virtual desktops) across multiple locations throughout Southern California
- Managed large decommissioning projects, coordinating with vendors for equipment removal, staging, and inventory
- Supported a high volume of remote tickets during the COVID pandemic
- Conducted data migrations and data recovery for failed devices
- Proficient in OneDrive and Microsoft Office 365
- Knowledgeable in Virtual desktop environments
- Strengthened communication between departments, facilitating a seamless flow of information for faster decision-making processes.
PC/LAN Analyst
Wells Fargo Home Mortgage
07.2007 - 12.2022
- Advanced skills in troubleshooting complex hardware and software issues including in-house applications
- Project lead for office relocations
- Coordinated Dual Monitor Project which consisted of 1500+ systems, installing video cards in each system and troubleshooting new issues
- Lead Tech Support for Wells Fargo's Home Affordable Modification Program (HAMP) events setting up and tearing down 100 laptops and phones in makeshift cubes for home preservation workshops throughout multiple cities on the West Coast.
- Organized the relocation of Riverside and San Bernardino offices into the newly built San Bernardino Campus which involved relocating 1500 desktops/laptops. Coordinated the layout of 300+ Printers to benefit all lines of Business throughout the campus.
- Coordinate and implement lifecycle of 300+ devices each year
- RAM Upgrade project for Win10 upgrade (1500+ devices)
- Visual Basic and SQL Support
- Proficient in Active Directory/Group Management
- Implemented Pointsec Endpoint Protection on 1500+ devices, managed verification of encryption on systems
- Reduced costs with Eco-Print initiative as lead tech responsible for the consolidation of printers, faxes, scanners, and copiers throughout several locations in Southern California to standardize hardware models and maintenance
- Managed large-scale hardware disposals at various locations throughout Southern California
- As the lead tech during COVID, I was responsible for preparing 1500 users with remote access accounts, drafting documentation and training material to assist them at home in connecting to their home network, and assisting with the remote access VPN.
- Assisted Help Desk during COVID due to large call volumes nationwide (20,000/day) dealing with connections, VPN, WIFI configuration, and lockouts in addition to the normal day-to-day user issues.
- Collaborated with IT team members to develop, implement, and maintain efficient LAN infrastructure systems.
Desktop Tech
Norwest/Wells Fargo Home Mortgage
03.1996 - 07.2007
- Install memory and network cards, configure and ship to Wells Fargo branches nationwide
- Set up hardware for new branches throughout the West Coast
- Hardware conversions for Bank acquisitions/Mergers (Norwest/Wells Fargo, First Security, National Bank of Alaska, Wachovia)
- Decommission or relocation of Mortgage branches as needed
- Printer Maintenance, PM Kits, and troubleshooting
- Network jacks and converting sites from token rings to ethernet jacks, CAT 5 wiring, and punch block cabling
- Break/Fix Tickets
- Move/Add/Change Request
Skills
- Customer Service
- Decision Making
- Effective Communication
- Leadership
- Multi-Tasking & Prioritizing
- Problem Solving
- Project Management
- Research & Strategy
- Teamwork & Collaboration
- Training
Technical Skills
- Active DirectoryOne Drive
- Outlook
- SAS Support
- Software Installations
- Technical Support
- Troubleshooting
- Windows 10/11 OS
- Azure Fundamentals
- Cisco Jabber
- Cloud Computing
- Database Administration (SQL)
- Microsoft 365
Timeline
Senior Technology Operations Analyst
Wells Fargo
12.2022 - 05.2025
PC/LAN Analyst
Wells Fargo Home Mortgage
07.2007 - 12.2022
Desktop Tech
Norwest/Wells Fargo Home Mortgage
03.1996 - 07.2007
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