ROBERT VAN HEYDE
Centerburg
Summary
Dynamic IT Technical Support Specialist with proven success at Commercial Vehicle Group, excelling in IAM and network management. Expert in Microsoft 365 administration and incident response coordination, delivering efficient resolutions. Recognized for enhancing system performance and fostering collaboration, while providing exceptional customer service across diverse technical environments.
Overview
11
11
years of professional experience
Work History
IT Technical Support Specialist III
Commercial Vehicle Group
04.2023 - Current
- Use One Identity Manager to provide IAM support
- Diagnosed and resolved network connectivity problems for end users efficiently.
- Provided technical support for software and hardware issues across various departments.
- Enhanced system performance by identifying and resolving technical issues promptly.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Delivered technical support and managed implementation of Zebra scanners and mobile computers for international manufacturing facilities.
- Modify Zebra Scanner/Mobile Computer UIs as requested by onsite users
- Provide remote support through BMC and Ninja management consoles including building deployable application packages.
- Administrator responsibilities for MS 365/Exchange, Adobe, VPN, WebEx, Teams, Remote Management,
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Documented support interactions for future reference.
- Used Jira ITSM ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Auvik Network Management to monitor global connectivity and diagnose and remedy network issues.
- Configured hardware and granted system permissions to new employees.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
IT Security Help Desk Analyst
Ascena Retail Group
10.2018 - 03.2020
- Responsible for taking calls directly from stores and troubleshooting issues related to desktop, POS and hardware technologies for 8 different retail brands
- Achieved highest call volume among agents last year, handling over 600 additional calls
- Utilize Ivanti ticketing system to create and update incidents, create tasks, and escalate appropriately
- Remotely fix issues across multiple technical devices including printers, registers, and tablets
- Handle administrative duties for multiple accounts across different platforms including SAP, OrPos, ADP, Outlook, Gmail, Manhattan Associates and Atlas
- Resolve printer issues related to IP address, gateway, paper settings, jamming, drums and toner for HP, Lexmark, Xenox and Brother printers
- Provide technical support for registers across all brands including HP, Fugitsu 3K, Fugistu 7k, mobile IPad registers and IPods
- Troubleshoot incidents for Global Store, OrPos, and Lavu point of sale systems
- Utilize Ivanti ticketing system to document and update incidents, create tasks, and appropriate escalations
- Assist with ICR (Incident Call Reduction) queue to actively reduce and resolve incidents
- Deliver superior customer service skills while quickly resolving issues in fast-paced retail environment
- Routinely assist other agents with problem solving to help foster an environment of support and learning
General Manager
Level One Bar + Arcade
09.2015 - 06.2018
- Oversee daily operations for new business that has shown consistent and steady sales growth of at least 10% per year
- Ensure all employees deliver the best experience possible for all guests
- Handle any unexpected situations that may arise and make sure guests are satisfied
- Make sure all products and supplies are stocked properly for efficient business operations
- Responsible for rotation of product and updating of menus to stay current with trends
- Track and record all inventory monthly
- Compile hours worked for 12+ employees from POS system while integrating with tips for accurate payroll
- Enter data into payroll spreadsheet on Heartland Payroll website
- Write schedule for all employees while accounting for requests off, other jobs, and school schedules
- Handle all cash for business operation including deposits, withdrawals, change
- Schedule regular and unexpected maintenance
- Schedule and comply with regular fire and health inspections
- Coordinate parties/events with interested people/companies ranging in size from 10-130 people
- Responsible for compiling and sending all reports necessary for accountant to do monthly books
- Organize and coordinate supplies, personnel, and schedules for events such as COSI After Dark and Boo at The Zoo
Account Specialist III
JPMorgan Chase
10.2021 - 2023
- Complete routine and complex account updates on 150+ accounts weekly to resolve problems.
- Approve/decline documents and information for bankers to open new customer accounts and update existing profiles with latest information.
- Review account activity to assess financial status and evaluate discrepancies.
- Collaborate with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Trained new employees on internal customer service, resource utilization, and provided real time support while interacting with bankers
- Maintain current knowledge of evolving changes in policy and procedures while helping to update internal resources
- Works independently with minimal supervision while assisting with 200+ incidents weekly through various platforms
- Exceptional computer skills
- Assist team members with technical issues that may arise
Education
Cybersecurity Certificate - Cybersecurity
Thinkful Cybersecurity Bootcamp
New York/online 12-2022
Bachelor of Arts - Liberal Studies
Otterbein College
Columbus, OH01-2002
Skills
Microsoft 365/Cloud 365 Exchange Admin
Active Directory management
Azure Active Directory
Atlassian/Jira Incident Management
PaloAlto/Global Protect VPN Admin
Auvik Network Management
BMC Client Management Console
GoAnywhere MFT Global Admin
Webex Control Hub Admin
Veeam Data Cloud
Software deployment
Network monitoring troubleshooting
Incident response coordination
TCP/IP Model and Protocols
OSI Model
Operating system support
Printer Hardware, software, server support
Hardware Repair, Imaging, and Installation
Scanner implementation support
IDM for IT Access Management
Adobe/Creative Cloud Admin
Microsoft License Management
Customer Service
Business Management
WireShark/Splunk Packet Sniffers
WireShark/Splunk Packet Sniffers
Certifications
12-2022
Personal Information
Title: Commercial Vehicle Group, IT Technical Support Specialist III
Timeline
IT Technical Support Specialist III
Commercial Vehicle Group
04.2023 - Current
Account Specialist III
JPMorgan Chase
10.2021 - 2023
IT Security Help Desk Analyst
Ascena Retail Group
10.2018 - 03.2020
General Manager
Level One Bar + Arcade
09.2015 - 06.2018
Cybersecurity Certificate - Cybersecurity
Thinkful Cybersecurity Bootcamp
Bachelor of Arts - Liberal Studies
Otterbein College