Brian Heiberger Email & Phone Number

Columbus, Ohio Area

• Served as manager and team lead on day shifts.
• Supported team on policy questions and all ticket routing for all the departments in the State of Ohio for Department of Administration and Services
• Reviewed all policy’s and department support documents for help desk updated as needed.
• Worked as hands on trainer for 2nd and 3rd shift teams.

Columbus, Ohio Area

• Served as team lead for desktop team on a windows 10 conversion project.
• Worked with SCCM to build and test images and updates to software for win 10
• Wrote policy and tech support documents for the team and help desk.
• QA testing on network data transfer of user data and support scripts

Columbus, Ohio Area

• Served as team lead for helpdesk for the onsite Lexmark
• Lexmark holds the contract for all 1,600 branch offices; over 30,000 printers
• Provide print repair services within 24 hours repair
• Managed the process from start to end: call in, to supporting a field technician through the entirety of the repair if needed
• Followed up with end users to review and make sure needs were taken care of for the work order

Columbus, Ohio

• Worked as level 3 support for break fix and service desk
• Served as liaison from service desk/desktop support to engineers and security team
• Deployed software in SCCM; worked with PowerShell scripts for software testing and deployment
• Setup project to pull remote logs from ServiceNow, SCCM and Active Directory to review install status of software and equipment replacements upgrades
• Assisted with process and procedure steps for asset management
• Worked on QA process of software testing and setting up the scope of tests and review

Groveport, OH

• Break fix repair and support on desktop, network and phone systems for the main distribution warehouse
• Worked with Datamax, Zebra and Dell printers
• Setup a training program for end users to teach basic care and use of the printers as well how to self-support their equipment
• Setup and deployed phones, wiring, desktops, printers, etc.
• Worked on a training program for the end users and the new seasonal technicians, rewriting all of the support documentation

• Break fix repair and remote support on desktop PC
• Handled all desktop and printer break fix as well as phone deployment and move coordination for over 1,000 Huntington staff members over the course of 2+ years
• In the last year at Huntington performed remote phone support for areas outside of standard SARCOM/PCM direct support
• Work with the helpdesk; coordinated training and figured out quick solutions regular IT issues encountered by the helpdesk. Resolve issues within 10 minutes
• Worked with SARCOM/PCM to establish new standards for upgrades to policies
• Sent into a new Huntington request to handle stressful situations and adapt quickly

Columbus, Ohio Area

• Maintained the flow of production on several systems, including: document and imaging for Nationwide bank systems
• Worked in Unix and JES3 to maintain and change job flows for Nationwide Bank when they changed from a Nationwide Credit Union to a full bank
• Nationwide was in the beginning phases of opeing their bank so many processes were built up from scratch
• Served as a tester on the QA team during the beginning phases
• Tested work flows to find flaws and holes in routing that needed to be tracked
• Work was divided: 4 hours/day on the bank project, 4 hours/day on QA for the other 200+ applications and processes under review

FT Campbell KY

Served in the 101st at Ft Campbell and overseas