Andrew Hoernschemeyer Email & Phone Number

Indianapolis, Indiana Area

• Fielding incoming calls to the Help Desk, and create tickets using Dell KACE Client Management• Utilizing Bomgar Remote Support software to troubleshoot software issues, perform driver and software installations, troubleshoot issues related to Palo Alto GlobalProtect and Cisco AnyConnect VPN software, and many other things• Utilizing Microsoft Azure and Active Directory Users and Computers to process shared folder access and file restoration requests• Troubleshooting and escalating issues with Sharepoint• Identifying network-related issues using SolarWinds and Systrack• Troubleshooting issues related to CCH fx Engagement software• Troubleshooting mobile email enrollments using a combination of Microsoft InTune and Zenworks Mobile Management• Installing and troubleshooting issues with Bitlocker Security and Sophos SafeGuard/Endpoint Protection/Central• Documenting installation and troubleshooting steps in SOPs• Troubleshooting issues related to Group Policy• Provisioning an auto-pilot enrollment on Dell and Surface devices • Setting up and configuring conference room equipment• Installing and troubleshooting issues with Mitel VoIP software

Indianapolis, Indiana

• Provide general Tier I and II Help Desk Support by utilizing Dell KACE ticketing system, and field incoming Help Desk phone calls• Learn and become SME for core company software (CCH FX Engagement and Zenworks Mobile Management)• Assisted with Windows 10 migration to ~850 users• Assisted with work-from-home migration due to COVID pandemic• Troubleshoot and resolve issues with virtual desktops and workspaces• Observe and report trending and emergency issues• Provide general training and assistance with new software• Troubleshoot issues with Cisco WebEx, Microsoft Teams, and Skype audio/software issues

Indianapolis, Indiana

• Use ticketing system to provide Tier II Mobile Services Support• Troubleshoot and resolve issues with iPads, iPhones, and laptops• Research how new product releases will improve user effeciency• Assist users out in the field with connectivity issues• Resolve incidents using remote connection software• Create documentation for various procedures• Watch for trends in ticketing system to identify and resolve recurring problems• Manage inventory through asset management software• Order additional hardware/software from vendors• Assist users with conference room equipment

Indianapolis, Indiana

• Use ticketing system to provide Tier II and III Desktop Supporto Average 120+ tickets per month; 50-60% of total tickets• Assisted with Windows 7 migration to 1,000+ users• Resolve incidents using remote connection software• Mitigate printer issues with service companyo First responder to printer issues – escalate if necessaryo Work with service tech to keep track of ongoing issues• Resolve hardware issues with non-service company printers• Create documentation for various procedures• Implement software patches and policies through Active Directory• Maintain software license counts• Manage inventory through asset management software• Order additional hardware/software from vendors• Image/Deploy/Move workstation equipment• Assist users with conference room equipment

Fishers, Indiana

• Managed front- and back-end food stock• Unloaded food pallets from delivery trucks• Assist customers with locating items• Maintain food aisle end-cap appearance and stock• All other supervisor-given tasks

Fishers, In

• Worked with 2-5 member team to retrieve shopping carts• Clear front store entrances of debris, rain, snow, etc.• Carry purchases out to customer's cars• All other supervisor-given tasks