Tyler Wehrwein
Garner,NC
Summary
Dynamic IT professional with managerial experience at Duke School of Nursing, excelling in customer service and incident management. Proven track record in enhancing IT operations and delivering technical support, while fostering teamwork and collaboration. Adept at troubleshooting hardware and software issues, ensuring efficient service delivery and customer satisfaction.
Overview
18
18
years of professional experience
Work History
Manager of Computer Operations
Duke School of Nursing
Durham, NC
06.2024 - Current
- Manage all aspects of information technology (IT) customer service for the School of Nursing.
- Provide backup AV support for classrooms, conferences, and events.
- Provide advanced level support assistance to the school’s faculty, staff and students.
- Manage all software and hardware used at DUSON.
Analyst Level 2, IT System
Duke Health Technical Services
Durham, NC
11.2018 - 06.2024
- Frist and second level technical resource for IT issues, supporting both applications and hardware.
- Maintain ownership of the entire ticket lifecycle by monitoring all customer support calls in the call tracking system, returning calls from customers, and entering new tickets into the call-tracking database.
- Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly.
- Develop knowledge base articles and work instructions for use by department and inclusion into knowledge base of record.
- Follows DHTS ITIL process workflows to ensure operational tasks and activities are being followed for incident, request, change and event management.
Specialist, IT
Duke Clinical Research Institute
Durham, NC
07.2013 - 11.2018
- Responsible for following the detailed process and procedure documentation to identify failures and communicate appropriately.
- Work collaboratively with other IT resources to provide incident resolution, maintenance and support on all production, test and development systems.
- Provide timely follow-up to originating customer and respond to inquiries and concerns they may have.
IT Service Desk Analyst/Level 2 TAC Analyst/ BPP Queue Manager
Apollo Group/HCL
Phoenix, AZ
06.2008 - 07.2013
- Within this position, I had troubleshot over 20-45 software and hardware related issues per day with all types' customers by 100% phone.
- Experience with troubleshooting calls with using tools such as RDP, Communicator, and WebEx remote tools.
- Experience in Active Directory, Microsoft Exchange and all Microsoft Office applications such as Outlook.
Information Technology Assistant
Glendale Elementary School District
Phoenix, AZ
02.2007 - 06.2008
- Managed & troubleshot over 15-25 software and hardware issues per day customers by phone, email, and in person.
- Responsible for installing, managing computers and other equipment for two main locations and various other locations within the district.
- Trained the teaching staff and students on basic computer procedures.
Education
NC State Cyber Security Boot Camp -
North Carolina State University
Raleigh, NC05.2025
Bachelor’s degree - Information Technology
University of Phoenix
Phoenix, AZ01.2011
ITIL Foundation Training -
Skills
- Customer service
- Incident management
- Technical support
- IT service management
- Problem solving
- Customer support
- Software installation
- Operating system configuration
- Incident response
- Hardware maintenance
- Business continuity
- Technical leadership
- IT compliance
- Teamwork and collaboration
- Multitasking
- Problem-solving abilities
- Self motivation
- Organizational skills
- Professionalism
- Team building
- Problem-solving aptitude
- Hardware troubleshooting
- IT service delivery
- IT operations management
- IT support
- Managerial experience
Professional References
- Alan Gill, Owner/Operator, NC Comicon, Alan@nccomicon.com, 919-357-6401
- Jeremy Cook, Director, Enterprise Service Management, Oportun, Inc, 919-697-0062
- Kathy T. Pettiford, IT Director, kathy.pettiford@duke.edu, 919-668-3818
Special Skills Hobbies
- Writing and creating art
- Reading
- Cooking
- Attending pop culture activities
References
References available upon request.
Timeline
Manager of Computer Operations
Duke School of Nursing
06.2024 - Current
Analyst Level 2, IT System
Duke Health Technical Services
11.2018 - 06.2024
Specialist, IT
Duke Clinical Research Institute
07.2013 - 11.2018
IT Service Desk Analyst/Level 2 TAC Analyst/ BPP Queue Manager
Apollo Group/HCL
06.2008 - 07.2013
Information Technology Assistant
Glendale Elementary School District
02.2007 - 06.2008
NC State Cyber Security Boot Camp -
North Carolina State University
Bachelor’s degree - Information Technology
University of Phoenix
ITIL Foundation Training -
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