Brian Wiersig
Newcastle,OK
Summary
Highly skilled IT professional with 17+ years of experience troubleshooting hardware and software issues for Windows systems and 2 years of experience with MacOS. Expertise in Active Directory administration (8 years) and network troubleshooting (4 years) including LAN, WAN, DNS, DHCP, and router/switch. Strong technical skills in administrating Active Directory Users & Groups, Exchange, Microsoft Office, O365, and SSO. Adept at assisting users with tasks such as password resets, lockouts, Smart Card and Virtual Smart Card setups, Yubikey usage, and drive encryption technologies (Bitlocker and FileVault).
Overview
17
17
years of professional experience
Work History
Senior Technical Support Specialist
NTT DATA FED
01.2016 - 04.2023
- Dedicate to MIT Lincoln Lab no longer divided between multiple service accounts
- Full Active Directory access, supported all types of password/lockout issues
- Willing sought and accepted additional projects (iPhone/ Mac OS updates/ Yubikey setup with powershell/ SAP Admin)
- Provided rapid response in outages and pandemic support
- Contributed to the knowledge base by updating existing and creating new content as time permitted
- Subject Matter Expert on troubleshooting a large number of Lab Specific issues quickly adapting to new challenges
- A Client VIP escalation point for Incident and change related issues
- Supported Environment: Windows 7/10/MacOS (extended scope to Redhat as knowledge was available)/iOS/ Active Directory/ Exchange/ Remote Desktop/ Microsoft Office / VPN / Proxy / Security questions / Email certs and scripts to renew/ Proprietary LAB software
- High First Call Resolution rate (90%) team average 45-50%
- High Customer Support skills with a constituently high survey return and response rate
- Trusted at a high level by management
- I was allowed to self-direct and set my daily priorities between inbound/side queue/ escalation and hot button issue assistance.
Senior Technical Support Specialist
Dell Computer
01.2007 - 01.2016
- Fix difficult issue +4 escalated support queue
- Hardware/Software technical issue troubleshooting/ Operating System Reinstall installs /break fix drivers
- Dispatch Queue as highly skilled tech who could run diagnostics and troubleshoot to determine the optimal parts to replace
- Recognized in 2008 Circle of Excellence Top 5% with a low redispatch rate
- Senior Technical Support Specialist in the Services Division
- Supported ADT/Tyco/ Dept of Education and MIT Lincoln Labs as inbound call agent
- Was assigned a project in Exchange to manually creating Email accounts/ managing distro lists/ group mailboxes
- Did some emergency management for ADT/TYCO
- When notified of an outage was required to contact all responsible parties until someone on call accepted assignment.
Education
Bachelor of Science - Computer Science
Northwestern OK State University
Alva, OK12.2021
Skills
- Windows administration/ Software center (SCCM)/ Email signing/encryption certs /SSO certs
- Networking TCP/IP DNS and DHCP
- Microsoft Office 365
- Extensive troubleshooting & problem-solving background Windows,MacOS,iOS,Android
- Secret Level Security Clearance
- Expert Problem Solving
- Hardware knowledge
- Application support
- Desktop support
- Technical issues analysis
- Customer Service
References
References available upon request
Timeline
Senior Technical Support Specialist
NTT DATA FED
01.2016 - 04.2023
Senior Technical Support Specialist
Dell Computer
01.2007 - 01.2016
Bachelor of Science - Computer Science
Northwestern OK State University
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