Don Swank Email and Phone Number

Network Design Consultants provides excellent support of a number of IT services for small and medium-sized companies at an affordable price. I run the Help Desk, providing on-site, remote, phone, and email support to clients. I configure and deploy network switches, firewalls, access points, and computers as needed. I help manage client accounts for various software packages including Office 365, VoIP, AntiVirus, file sharing, and many more.

• Manage 2 fulltime staff (Technical Support Specialist and Instructional Support Specialist) and recruit, train, and manage 9 work-study students and their budget• Provide Tier I & II support by phone, in person, through email, and remotely• Troubleshoot Ethernet and WiFi issues and install software from network servers• Assist clients with desktops, laptops, tablets, and cellphones for Windows, Mac, and Android, as well as copiers, printers, scanners, and other… Show more • Manage 2 fulltime staff (Technical Support Specialist and Instructional Support Specialist) and recruit, train, and manage 9 work-study students and their budget• Provide Tier I & II support by phone, in person, through email, and remotely• Troubleshoot Ethernet and WiFi issues and install software from network servers• Assist clients with desktops, laptops, tablets, and cellphones for Windows, Mac, and Android, as well as copiers, printers, scanners, and other peripherals• Manage and maintain the IT ticket system, improving efficiency of use by streamlining classifications (reduced classification categories by 25%), fixing ticket escalation, and creating and updating FAQs for increased zero-touch resolution• Understand the functions of all IT personnel and the systems and programs they manage in order to properly and efficiently serve our clients• Identify patterns in tickets and work with Tier 2 and Tier 3 techs to resolution• Set up and deploy desktops and laptops, as well as fix/upgrade computers• Audit and update database of University technology assets• Identify, evaluate, and suggest new hardware and software to purchase• Create and update FAQs and send timely and useful Tech Tips and IT-related announcements• Design informational handouts for clients regarding campus technology • Coordinate and provide yearly software training for staff and faculty, including personally training on MS Office products and Google Apps• Provide account management by utilizing Active Directory to manage passwords and permissions• Set up and deploy Cisco IP phones using Call Manager and Unity• Provide outstanding customer service to students, staff, faculty, alumni, and parents of students, teaching others how to serve well, resulting in a rating of 4.8 out of 5 (5 being outstanding) for customer service• Utilize excellent problem-solving skills through the ability to see patterns to help identify underlying problems to lead to quicker resolutions Show less

• Honed communication, presentation, training, and relationship skills through sales• Consistently listened to and evaluated the needs of potential clients and then provided excellent customer service, resulting in winning the “I Wanna Win” award, won by less than 5% of all agents• Utilized self-motivation, determination, and self-discipline to cultivate a territory where company was previously unknown, resulting in over 400 new policyholders, accumulated annual premiums over $420,000… Show more • Honed communication, presentation, training, and relationship skills through sales• Consistently listened to and evaluated the needs of potential clients and then provided excellent customer service, resulting in winning the “I Wanna Win” award, won by less than 5% of all agents• Utilized self-motivation, determination, and self-discipline to cultivate a territory where company was previously unknown, resulting in over 400 new policyholders, accumulated annual premiums over $420,000, and a renewal rate over 80% (industry standard is less than 65%) Show less

• Managed Information Commons computers, including updates and imaging with Ghost• Provided Tier I & II support for hardware, software, and networking issues • Provided service support via phone, in person, and RealVNC• Trained and managed student workers• Ran the digital imaging technology for creating .pdf documents for online classes and inter-library loan, including providing documentation and training on full procedures

• Manager of Information Commons computers, including updates and imaging• Owner of the entire IT Support process from initial contact to completion, providing all levels of support for troubleshooting hardware, software, and networking issues • Support service provider via phone, remote internet connection, and in-person• Operator of a distance learning classroom and Polycom support member• Moodle (online classroom) expert, creating and facilitating faculty training•… Show more • Manager of Information Commons computers, including updates and imaging• Owner of the entire IT Support process from initial contact to completion, providing all levels of support for troubleshooting hardware, software, and networking issues • Support service provider via phone, remote internet connection, and in-person• Operator of a distance learning classroom and Polycom support member• Moodle (online classroom) expert, creating and facilitating faculty training• Creator of online classrooms, tests, and questionnaires for faculty members• Copyright management team member Show less

• Researched, purchased, configured, deployed, updated, and managed all technology including workstations, laptops, printers, network switches, and a server• Worked with Windows 2000 Server, Windows Server 2003, and Active Directory for account creation and permissions management• Brought the United Way into compliance with licenses and upgraded highly out-of-date technology• Assessed community needs and provided solutions collaboratively through publications and presentations… Show more • Researched, purchased, configured, deployed, updated, and managed all technology including workstations, laptops, printers, network switches, and a server• Worked with Windows 2000 Server, Windows Server 2003, and Active Directory for account creation and permissions management• Brought the United Way into compliance with licenses and upgraded highly out-of-date technology• Assessed community needs and provided solutions collaboratively through publications and presentations, meeting with elected officials and community leaders• Presented a housing study report, with recommendations from well-documented research, to a special committee of the IL House of Representatives Show less