Chad Westerlund Email & Phone Number

Minneapolis, Mn, Us

Chanhassen, Mn, Us

Eden Prairie , Mn, Us

• Provide technical assistance to United Health Care employees for hardware, various telephone systems and software including Citrix, Sharepoint, OneDrive, Office 365, Windows 10, Cisco VPN, Microsoft Teams with calling, many custom apps and documented calls in ServiceNow

Minneapolis, Minnesota, Us

• Assisted with employee support of new Human Resource and Payroll program

Minneapolis, Minnesota, Us

• Provide technical advice and assistance to Federal Reserve employees with passwords, desktop login, and mobile device configuration.• Document, track and monitor requests/problems and actions per defined processes, ensuring timely resolution and requestor’s satisfaction.

Minneapolis, Mn, Us

• Provide technical leadership and support incoming queries related to computer and telephony systems, software and hardware.• Document, track and monitor requests/problems in ServiceNow per defined processes, ensuring timely resolution and requestor’s satisfaction.• Assist with updating articles in the knowledge base in ServiceNow for other staff to utilize in troubleshooting.• Assisted callers with Windows 10 and Office 365 instruction and troubleshooting.• Appropriately escalate service desk issues to proper departments if not able to be resolved by the service desk.

Bloomington, Minnesota, Us

• Supported customers with phone configurations on Cisco Call Manager, Cisco Unity Connection and AVST voice mail. HP’s call manager had over 18,000 end points, both hardware and software based.• Worked with clinic managers and project managers on new sites and site expansions to ensure that telephony needs are satisfied. • Configured call center agents to log into Cisco Finesse and supervisors to manage agents through Finesse and to log into CUIC to access historical reports as well as Calabrio call recording.• Collaborated with supervisors to design and build call centers and IVR menus using Cisco products including Script Editor, Configuration Manager, and Unified CCX Administration as well as Calabrio workforce management and call recording.• Worked with marketing quarterly to update music on hold with new advertisements.• Worked with field techs to install new phones and resolve various technical problems.• Maintained spare phone asset inventory levels and replenished when needed.• Led demonstration classes for Cisco WebEx to Park Nicollet staff.• Assisted with A/V equipment in conference rooms for large staff WebEx meetings.• Worked with customers to design and configure telephone and voice mail configuration for the conversion from Nortel to Cisco IP telephones and support after conversion.

Saint Louis Park, Mn, Us

• Assisted with on-site administration of LAN, including PC’s, printers, telephones, and related equipment. • Monitored and administered the network, network printing, and updated system information in a network log.• Performed network troubleshooting, isolating and diagnosing common network problems.• Installed, configured, and supported Windows95, MS Office 97/2000, MS Outlook 98 with MS Exchange.• Configured PC’s to connect with Windows NT 4 and Novell 3.x and 5.x servers with TCP/IP and NWLink.• Installed and supported PC and Nortel telephone wiring and hardware.• Enforced company desktop policies with Policy Editor.• Installed and configured HP JetDirect devices and HP printers.

Saint Louis Park, Mn, Us

• Provided technical advice for other help desk agents and phone support for over 7,000 employees with the goal of first call resolution. • Performed remote control of client desktops through Intel LanDesk Manager.• Conducted Novell user account administration and support on 13+ Novell 3.x servers.• Administered Windows NT user accounts through User Manager for Domains on a single domain network.• Supported terminal and printer issues on an IBM Mainframe system.• Supported and troubleshooting SL-100 Nortel telephone and Meridian Mail voice mail issues.• Supported user, terminal, and printer issues on an IBM Mainframe.

Saint Louis Park, Mn, Us

Cisco Networking

Associate Of Arts (Aa)

Diploma