Mike Kammerer
Riverside,Ca.
Summary
Results-driven IT Support Technician with a proven track record in project management and technical support. I am an expert in troubleshooting, hardware maintenance, software installation, and lifecycle management. I have successfully led initiatives that improved operational efficiency and enhanced user experience, and I am dedicated to delivering innovative solutions, along with exceptional customer service.
Overview
29
29
years of professional experience
Work History
Senior Technology Operations Analyst
Wells Fargo
Ontario, CA
12.2022 - 05.2025
- Understanding of networking fundamentals (LAN/WAN, firewalls, VPNs, DNS/DHCP)
- Manage queue in ServiceNow for assigned tickets, prioritizing by severity, and resolving issues in accordance with the required Service Level Agreements (SLAs)
- Lead initiatives and projects within technology operations that contributed to the resolution of complex issues
- Skilled in hardware/software installation and configuration
- Adhere to cybersecurity protocols to maintain compliance, and minimize risk
- Support Bloomberg Terminal smart stations
- Oversee the lifecycle management for laptops, desktops, monitors, printers, and mobile devices
- Proficient in Active Directory user/group management
- Manage equipment procurement and asset management
- 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 365
- Knowledgeable in Virtual desktop environments
- Video conferencing support
- Customer support onsite and remote
PC/LAN Analyst
Wells Fargo Home Mortgage
San Bernardino, CA
07.2007 - 12.2022
- Advanced skills in troubleshooting complex hardware and software issues including in-house applications
- Project lead for office relocations
- Coordinated and implemented Dual Monitor Project which consisted of 1500+ systems
- 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 yearly
- RAM Upgrade project for Win10 upgrade (1500+ devices)
- Visual Basic and SQL Support
- 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.
Desktop Tech
Norwest/Wells Fargo Home Mortgage
Riverside, CA
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 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 Requests
Skills
- Customer service
- Decision making
- Effective communication
- Leadership
- Multi-tasking and prioritization
- Problem solving
- Project management
- Research and strategy
- Team collaboration
- Training and development
- Azure fundamentals
- Cisco Jabber
- Cloud computing
- Database administration (SQL)
- OneDrive proficiency
- Outlook expertise
- SAS support services
- ITSM (ServiceNow) administration
- Software support and troubleshooting
- Technical support skills
- Windows 10/11 OS expertise
References
References available upon request.
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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