Doug Prochaska Email & Phone Number

United States

Lincoln, Nebraska Area

- Provide diagnostic assessment of workstations, laptops, tablets, laser printers, A/V equipment, and any other DHHS hardware that requires diagnostic troubleshooting or repair.- Obtained Dell TechDirect certifications for Desktops, Notebooks, and Printers in order to utilize Dell TechDirect for parts ordering or Dell technician dispatching. - Image workstations, laptops, and tablets with Windows 7 / Windows8.1 / Windows 10 utilizing the DHHS imaging system.- Provide setup, deployment, and hands on support for MiFi and DHHS cell phones.- Setup and install networked printers.- Provide setup, troubleshooting and repair of audio/visual equipment.- Provide all end users with proper instruction and documentation on the use of all DHHS hardware (workstations, laptops, tablets, cell phones, MiFi’s, printers), making sure each person understands the policies and procedures involved with their assets.- Draft documentation for procedures or solutions that will be used by other team members or end users.- Provide customer support via phone, IM, email, and ticketing system for all hardware and desktop support issues. This includes identifying assets involved in support issue, locating customer involved, and meeting the customer in person to diagnose and implement a timely resolution of issue.- Work independently with little supervision to complete tasks as quickly and efficiently as possible. Managing time, scheduling appointments, and coordinating with other agencies to complete tasks as soon as possible.

Worked at Nebraska Book Company in Lincoln, NE as the Desktop Support Supervisor in the Enterprise Systems department.- Initiated and oversaw the Microsoft Windows XP to Windows 7 operating system upgrade project for over 150 computers. - Developed improved procedures to streamline Microsoft Active Directory account requests and hardware purchase requests, making the process more efficient and user friendly.- Published over 100 problem resolution documents used by other support personnel to improve efficiency.- Acted as primary leader in determining retail bookstore IT infrastructure requirements for new store acquisitions, working from floor plans and standardized network infrastructure requirements. Developed Scope-of-Work and partnered with third party vendor to provide required services.- Provided remote break/fix support for over 200 retail bookstores, including point-of-sale on network connectivity and printing.- Created and maintained user accounts utilizing Microsoft Active Directory and Microsoft Exchange Admin Center.- Imaged computers and laptops using Windows Deployment Services (WDS).- Managed over 2000 computers and laptops utilizing ManageEngine Desktop Central.- Provided setup and break/fix support for Mac and Apple devices.- Managed the installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.- Managed the organization and inventory of all desktop hardware and software resources.- Assessed functional needs to determine system purchase specifications and authored purchase requests for all desktop computer systems and software.- Collaborated with vendors to resolve technical problems with desktop computing equipment and software.- Utilized work order system, emails and incoming calls to provide rapid problem resolution regarding desktop computer, peripheral equipment and software issues.

Worked at Nebraska Book Company in Lincoln, NE as a mainframe computer operator in the Data Processing department. • Editing and running batch JCL to generate a variety of accounting and payroll reports.• Printing, decollating, bursting and delivering reports to a wide range of departments.• Maintaining and organizing tape backup system of printed reports and system files.• Troubleshooting and maintaining high speed band printers and remote barcode printers.• Installation and troubleshooting of telnet session for mainframe access.• Troubleshooting of LAN connections for mainframe access.

Worked at Nebraska Book Company in Lincoln, NE as a shipping clerk in the Wholesale department. • Verify contents of shipment against original order and invoice.• Pack, seal, label, and affix postage to prepare materials for shipping.• Move goods from warehouse to shipping dock, using forklift or hand truck.• Operate company truck to make local deliveries of goods.• Load and unload freight trucks manually.• Travel to college bookstores to both pack and arrange shipment of goods or participate in book buying duties during college buyback seasons.