Joseph Koopmeiners Email & Phone Number

Saint Paul, Mn, Us

Minneapolis, Minnesota, United States

United States

Minnesota, United States

Minneapolis, Minnesota

Greater Minneapolis-St. Paul Area

Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.Specialities:• Microsoft Windows 7/8.1/10 and Server 2008/2012 operating systems• Microsoft Active Directory and Exchange 2013 User Management• Microsoft Office / Sharepoint / Lync 2010/2013• Sophos encryption 6.X• Kaspersky Antivirus Server and Client• Altiris – Patching and Software Distribution• Windows deployment toolkit 2013 –Image Creation & Deployment• SQL querying and reporting• Network connectivity technologies• Version Control and SDLC methodology• Powershell

Answer and log all calls (including voicemail and email) into the Call Tracking System. Obtain and enter complete and accurate incident description into the system. Interact withclients in a courteous and professional manner to foster customer relationshipResponsible for the training and mentoring of all new staff additions.Diagnose client problems. Compares options and solutions using previous experience, training and solutions scripts to resolve client problems. Is able to provide technical solutions to80% of calls while user is on the line.Analyze and prioritize all calls. Understands when to escalate or route calls, or coordinate solutions with other IT resources.Document resolution of calls into the system. On any open/pending calls, follow up within 24 hours to ensure problem was corrected.Provide front-end security administration for password issues, locked accounts and multiple connections. Administrate new and existing accounts on the secure web sites.Provide and maintain call statistical information including phone data, daily, weekly, monthly, and upon request.Perform weekly call audits on all Service Desk members.Communicate updates from other technical areas concerning the production environments.Takes initiative to identify improvements in processes and works to implement the changes.Created and developed a Service Desk continuous improvement project. Utilized Microsoft Project to outline a gantt chart to structure the project. Worked with various members from the Service Desk to identify areas that needed improvement such as updating the knowledge database, revamping the Service Desk SharePoint site and review/edit standard operating procedures. Scheduled weekly meetings and provided team members with weekly status updates.

St. Joseph, Mn

Troubleshoot and resolve student computer problems, which may include networking, software, malware, and virus problems.Customer Service and daily office tasks

Master Of Business Administration - Mba, Business Administration, Management And Operations

Bachelor Of Arts (B.A.), Business Administration And Management, General