Ian Kleiber Email & Phone Number

Virginia Beach, Virginia, United States

Virginia Beach, Virginia, United States

-Provided desk side and remote IT support to a user base of 1500, maintaining a 100% customer satisfaction rate and working with vendors when required to resolve complex issues.-Demonstrated expertise in utilizing various IT tools and systems, including Active Directory, ServiceNow, MECM, Azure, Intune.-Implemented efficient inventory management practices, ensuring accurate tracking and availability of equipment.-Created comprehensive reports within ServiceNow for patching, CMDB accuracy, and stock levels-Maintained 24/7 operations by participating in an on-call rotation, promptly addressing critical issues outside of business hours.-Coached level 1 technicians by teaching them how I was able to resolve tickets that they escalated to me.-Led a computer refresh project, facilitating the replacement of 165 laptops that were at the end of their lifecycle.-Participated in Windows 11 migration by testing software, creating trackers, and removing Dell Encryption from computers in the organization.-Compiled weekly metrics and provided to upper management to review.

United States

-Successfully deployed robust network infrastructures, ensuring reliable connectivity and meeting client needs.-Proficiently installed and terminated cables, set up MDF/IDF, and configured switches, ensuring efficient and effective network operations.-Conducted thorough testing and troubleshooting to identify and resolve network issues promptly, minimizing downtime and maximizing productivity.

Camp Pendleton North, California, United States

-Provided comprehensive technical support for desktops, laptops, servers, SATCOM systems, and printers in Windows-based environments, ensuring smooth operations and minimizing downtime.-Installed, modified, and repaired software and hardware, demonstrating expertise in troubleshooting and problem-solving.-Managed a knowledge management folder of 450 technical manuals, ensuring easy access to information and facilitating efficient troubleshooting.-Handled initial troubleshooting and escalation of 640 service requests, effectively resolving technical issues and providing timely support to end-users.-Collaborated with vendors to resolve advanced technical issues, leveraging strong communication and negotiation skills to achieve optimal outcomes.-Maintained accurate documentation of all technical support activities, ensuring a clear and concise record of troubleshooting steps and resolutions.-Demonstrated strong organizational skills in managing multiple tasks and changing priorities, effectively balancing operational requirements and technical support responsibilities.

Bachelor Of Applied Science - Basc, Computer Information Systems

Associate Of Arts And Sciences - Aas, Computer Information Systems