Todd Bergman
Brownsville Village,WI
Overview
43
43
years of professional experience
1
1
Certification
Work History
Senior Systems Support Engineer
Tech Mahindra / Ahlstrom Mill
Kaukauna, Wisconsin
11.2022 - Current
- Provide VOIP system support and End User Computing Services (EUCS) support.
- Lead mobile device projects supporting over 600 company-issued iPhones.
- Manage and resolve incidents using ServiceNow.
- Configure and support Verizon and AT&T mobile devices, including iPhones and iPads.
- Create, manage, and maintain Active Directory user accounts.
- Diagnose and resolve network-related issues affecting desktops and laptops.
- Utilize Microsoft Azure and Intune for device and user management.
Service Desk Analyst II
Michels Corporation
Brownsville, Wisconsin
11.2021 - 09.2022
- Supported Avaya VOIP phone systems.
- Provided technical support for Dell desktops, laptops, iPhones, and iPads.
- Configured Verizon and AT&T mobile devices for end users.
- Managed support requests through ServiceNow.
- Created, modified, and disabled Active Directory accounts.
- Diagnosed and resolved desktop, laptop, and network-related issues.
- Supported Microsoft Azure and Intune environments.
Regional Computer Hardware Support
Menards, Inc.
Iron Ridge, Wisconsin
04.2018 - 06.2021
- Supported Avaya VOIP phone systems.
- Managed data center operations, including server maintenance, hardware installations, and network infrastructure support.
- Maintained routers, switches, sensors, backup systems, and fire suppression monitoring systems.
- Performed basic troubleshooting of electrical systems, robotics, PLCs, fire alarm systems, IP cameras, and fiber infrastructure.
- Processed and managed incidents using ServiceNow.
- Repaired and upgraded computer hardware and peripherals.
- Installed operating systems and software applications.
- Performed preventive maintenance on IT equipment.
- Completed assigned projects and maintenance change requests.
- Supported computer systems, mobile devices, and client-server environments.
- Maintained IT operations for 25 southeastern Wisconsin retail locations.
- Performed system imaging and deployment activities.
Owner / Operator
Bergman's Honey House LLC
Brownsville, Wisconsin
04.2005 - 08.2018
- Owned and operated a commercial beekeeping and honey production business.
- Managed customer service, sales, and product education.
- Maintained state-required production records and inspection documentation.
System Support Analyst
Fiserv, Inc.
Brookfield, Wisconsin
10.2013 - 04.2018
- Administered PBX and Avaya phone systems.
- Installed, supported, and maintained desktops, laptops, monitors, printers, and audiovisual equipment.
- Supported Windows 10 Active Directory environments.
- Managed software deployments, including Microsoft Office, VPN clients, operating systems, and business applications.
- Maintained service documentation and tracked support requests.
- Supported mobile devices, including iPhones, iPads, and BlackBerry devices.
- Participated in continuous service improvement initiatives.
- Performed Active Directory administration daily.
- Utilized data sanitization and server wiping tools.
- Provided team collaboration and project support.
- Delivered after-hours executive and employee support.
- Maintained confidentiality of corporate information and systems.
ACD/LAN/PC Technician II
JCPenney
Milwaukee, Wisconsin
11.2009 - 06.2013
- Administered four Spectrum Automated Call Distribution (ACD) systems.
- Maintained and supported Avaya and Spectrum phone systems.
- Managed 15 Windows Server 2003 servers and 4 Windows Server 2000 servers.
- Performed Active Directory administration.
- Served as LAN Administrator for Milwaukee call centers and the Store Support Center.
- Provided Help Desk support to call center and logistics employees.
- Supported approximately 50 remote call center agents.
- Diagnosed, repaired, upgraded, and deployed Dell Windows-based computers.
- Used Altiris deployment tools for imaging and system deployment.
- Managed installation, maintenance, and support of more than 100 printers.
Desktop Support Specialist (Internship)
Mayville Products Corporation
Mayville, Wisconsin
01.2009 - 11.2009
- Maintained and repaired digital and analog phone systems.
- Assisted with the administration and maintenance of 25 servers.
- Provided Help Desk support both onsite and remotely.
- Installed, repaired, upgraded, and maintained computer hardware and software.
- Managed Windows updates and patches using WSUS.
- Supported backup operations using Symantec Backup Exec.
- Managed full, incremental, and differential backup schedules.
- Restored data from backup systems as needed.
- Assisted with Active Directory and Group Policy administration.
- Managed printers and consumable inventory.
- Maintained virtual environments for testing and deployment purposes.
- Trained employees on Microsoft Windows, Microsoft Office, and SharePoint.
Military Police Officer / Senior Wheeled Vehicle Technician
United States Army
01.1983 - 01.1989
- Served in Alabama, Colorado, Europe, and Panama.
- Participated in multiple worldwide deployments.
- Performed military law enforcement duties in garrison and field environments.
- Promoted to Sergeant (E-5) and served as Squad Leader.
- Received multiple awards for outstanding performance.
- Graduated from the U.S. Army Primary Leadership Academy at Fort Carson, Colorado.
Education
MIcrosoft Academy - MIcrosoft Windows And Networking
PC ProSchools – Microsoft IT Training Academy
Brookfield, Wisconsin08-2008
Skills
- VOIP systems support and configuration (Avaya and Cisco)
- Mobile device management, monitoring, and configuration
- LAN and WAN implementation, administration, and maintenance
- Windows operating systems administration and support
- Desktop application troubleshooting and end-user support
- Hardware installation, configuration, and troubleshooting
- Group Policy administration
- Active Directory administration, including Organizational Units (OUs)
- Customer service and technical support excellence
- Microsoft Active Directory
- Microsoft 365 administration
- Microsoft Teams
- Image deployment tools (SCCM, Ivanti)
- Microsoft productivity applications
- Microsoft Azure
- Microsoft Intune
- ServiceNow ticket management
Certification
- CompTIA A+
- CompTIA Network+ (N+)
- Microsoft Certified Professional (MCP)
- Microsoft Certified Desktop Support Technician (MCDST)
- Microsoft Certified Systems Administrator (MCSA)
- Support Center Analyst (SCA)
ADDITIONAL QUALIFICATIONS
- Community Volunteer - National and Wisconsin Licensed EMT – Intermediate Technician - Nationally Certified Firefighter I
Timeline
Senior Systems Support Engineer
Tech Mahindra / Ahlstrom Mill
11.2022 - Current
Service Desk Analyst II
Michels Corporation
11.2021 - 09.2022
Regional Computer Hardware Support
Menards, Inc.
04.2018 - 06.2021
System Support Analyst
Fiserv, Inc.
10.2013 - 04.2018
ACD/LAN/PC Technician II
JCPenney
11.2009 - 06.2013
Desktop Support Specialist (Internship)
Mayville Products Corporation
01.2009 - 11.2009
Owner / Operator
Bergman's Honey House LLC
04.2005 - 08.2018
Military Police Officer / Senior Wheeled Vehicle Technician
United States Army
01.1983 - 01.1989
MIcrosoft Academy - MIcrosoft Windows And Networking
PC ProSchools – Microsoft IT Training Academy