Experience

Entegral

• United States
• Software Development
• 200 - 300 Employee

• Senior Support Engineer

  • Oct 2020 - Present

  Madison, Wisconsin, United States

• Senior Support Specialist

  • Aug 2019 - Oct 2020

  Madison, Wisconsin



Stefanini North America and APAC

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Team Lead II

  • Feb 2018 - Aug 2019

  Madison, Wisconsin Area -Manage a team of Deskside Technicians that support Covance users at a variety of different sites across the United States and into Latin America -Perform weekly and monthly audits -Create a positive working environment -Utilize and analyze metrics for performance and improvements -Perform monthly one-on-one meetings with the technicians -Provide feedback on technician's performances -Host Service Desk and Deskside Team Meetings -Provide training sessions to new employees

• Deskside Coordinator II

  • Dec 2013 - Feb 2018

  Madison, Wisconsin Area -Assign and manage tasks for Deskside Agents -Schedule tasks between Deskside Agents and end users -Assist in Video Conferences with VIPs -Image laptops utilizing SCCM -Gather required information for tasks -Monitor task queues -Receive and verify new physical assets and consumables -Create new Hardware Asset records when applicable -Update Hardware Asset records throughout the asset lifecycle -Create and run reports in Service Now -Coordinates disposal of retired… Show more -Assign and manage tasks for Deskside Agents -Schedule tasks between Deskside Agents and end users -Assist in Video Conferences with VIPs -Image laptops utilizing SCCM -Gather required information for tasks -Monitor task queues -Receive and verify new physical assets and consumables -Create new Hardware Asset records when applicable -Update Hardware Asset records throughout the asset lifecycle -Create and run reports in Service Now -Coordinates disposal of retired physical assets -Coordinate shipments of physical assets between sites -Perform quarterly inventory audits -Present monthly team meetings -Monitor minimum inventory stock levels -Procure mobile devices for users -Arrange visits to Latin American sites with technicians from five different countries -Report stock levels of Latin American sites

• North American SME

  • Aug 2013 - Dec 2013

  Madison, Wisconsin Area -Harvested Data -Created Work Instructions -Interviewed Potential Candidates -Created Training Material -Delivered Training Sessions

• Deskside Technician I

  • Jun 2009 - Aug 2013

  Dubuque, Iowa Area -Provided support for Fortune 500 company of over 2000 employees -Repaired and replaced components on HP Laptops and Desktops -Imaged HP Laptop and Desktops with Windows XP and Windows 7 -Created hard drive backups of crucial test equipment -Performed basic printer troubleshooting