Levi F. Email & Phone Number

Norwalk, IA, US

Des Moines Metropolitan Area

West Des Moines, Iowa, United States

• Supervisor of tier 1 and 2 support staff and serve as an infrastructure escalation point and trainer.
• Lead Cherwell developer and administrator as well as associated CMDB configuration and management.
• Evaluate support response trends and policies and apply modifications to improve support efficiency.
• Analize help desk call metrics and trends to implement policy changes and system behavior to optimize the customer experience.
• Coordinated an in-depth analysis of the ticketing system intake and routing process to improve efficiency and effectiveness of support.
• Modified incident escalation and support request delegation processes to improve team awareness of critical and important issues.

Pella, Iowa, United States

• Started as a three-month contract. Stayed with the team to aid in pandemic response efforts, and spreadhead the restructuring of the helpdesk team and support operations.
• Coordinated an in-depth analysis of the ticketing system to develop a plan to standardized ticket intake process and triage management
• Managed the project to migrate to Ivanti ITSM platform. Successfully retained 100% of legacy tickets and associated data.
• Evaluated support processes and policies for the entire IT department, successfully reducing incident response time by 40% and improving support efficiency by 20%.
• Introduced automation processes to address previously time consuming manual processes, saving the organization over 200 hours per month.
• Coordinated the restructuring of the entire helpdesk team to bring services back in house and increase first call resolution by 60%.

Des Moines, Iowa Area

• Six month contract at Wesley Life located in Johnston Iowa
• Maintained Citrix XenApp and XenDesktop delivery servers. As well as provided support and performed repairs when necessary.
• Routinely handled support tickets escalated from first and second level help desk, and included in the 24x7 emergency on-call rotation.
• Regularly assisted in restoring network and system functionality after outages occurred.
• Developed new procedures for returned and newly provisioned equipment.

Des Moines, Iowa Area

• Provided 24x7 infrastructure support and served as escalation point to remote and onsite systems.
• Spearheaded the deployment and integration of ConnectWise Automate (formally LabTech) to manage remote infrastructures and provide support.
• Planned, coordinated, and executed a project to deploy a nationwide disaster recovery backup solution to remote client infrastructure.
• Managed a nationwide vCenter infrastructure of ESXi host servers as well as a complex VLAN array both on physical and virtual configurations.
• Aided in building comprehensive security policies and procedures to comply with regulations and maintain system functionality.
• Developed one-step scripts and other automation features within Cherwell, as well as aided in the transition project from the old ticketing/tracking system.

Denver

• Supported clients both on-site and remote; during & after traditional business hours.
• Introduced and integrated an iOS mobile management infrastructure for the company enabling techs to manage client networks, record time, and email in the field
• Planned and implemented new hardware and software deployment projects for many different kinds of infrastructures including a large Cisco WAN configuration.
• Developed and deployed custom procedures and applications to perform various functions that the client requested.
• Installed and managed a variety of products on client networks such as Cisco firewalls, Ruckus access points, backup systems, and Windows/Mac servers.

Greater Denver Area

• Provided remote support to thousands of users nationwide earning a solid reputation for productivity, complex problem resolution, and professionalism.
• With excellent communication and diagnostic skills, consistently solved problems and effectively managed workload of 22 engineers.
• Served as the final level for Citrix and Mac Xserve escalation point for over 100 deployments.
• Managed the network migration and documentation of new clients and ensued a smooth transition to the all covered network management system.

Golden, CO

- Served as first and second level Citrix and Mac Xserve escalation point for over 50 active deployments- Created specialized projects for customers in need of updated security plans.- Provided and updated product plans for hardware upgrades and new implementations.- Supported our “OnDemand OnSite” provision and management for hardware related issues

Westminster, CO

- Managed and maintained the Laser Tag equipment and network, as well as network administrator for LAN Center (computer gaming café).- Built and repaired custom computers for the LAN center and outside clients. - Managed the operations of the staff to coordinate and delegate duty's and responsibility's amongst the entire team.- Inspection of equipment at.

Bachelor Of Applied Science - Basc, Horticulture - Greenhouse Business Management, Junior

Bachelor'S Degree, Mathematical Statistics And Probability, 3.5