Gregory Krueger Email & Phone Number

Pleasant Prairie, Wi

1/1/19-Present: Technical Support WriterResponsibilities added (includes all from previous role): - Plan, develop, organize, write, and edit operational and support procedures. - Document technical knowledge and escalation procedures for new technology implementations. - Review and update revisions to technical documents. - Analyze IT knowledgebase to maintain continuity of Uline writing style. - Develop and maintain major incident communication documentation, training, and tools.Accomplishments: - Creation of Support Transition team; ensures AppDev and Project teams provide documentation, training and monitoring for all newly deployed systems1/1/17-12/31/18: Sr. Service Desk TechnicianResponsibilities added (includes all from previous role): - Tier 2 support, troubleshooting, incident & change management - First point of escalation for service desk techs & operations techs - Subject matter expert for service desk team - Responsible for sending / approving business communication during major incidents - Create / maintain knowledge articles for team staffAccomplishments: - Member of problem management team - KCS knowledge modeling3/21/11-12/31/16: Service Desk TechnicianResponsibilities:General help desk support / systems operations support- Tier 1 support, troubleshooting, ticket escalation, account management- Operations monitoring, system saves, system restores, tape retention, DRBC exercisesAccomplishments:- Knowledge Base implementation and growth- AS/400 Report distribution and streamlining

Also handled the administration of the IT Symon communication system. This system gathers department data as well as performance statistics for viewing on multiple displays around the globe in real-time.

Responsible for providing the companies corporate employees with a timely resolution to any incident concerning their company owned computer and peripherals. Also responsible for deployment of all new computer equipment and software.