Michael Baumhofer Email & Phone Number

St Paul, Minnesota, United States

• Service Desk Analyst State of Minnesota, St. Paul, MN 03/2024 – Present
• Provide broad first tier support for all enterprise systems including desktops, laptops, and associated peripherals for statewide employees.
• Assist end users with a wide variety of issues involving Microsoft Office Products, including Outlook, Teams, and SharePoint sites.
• Troubleshoot and assist users with remote connectivity and VPN related issues.
• Maintain accurate tracking through BMX ticketing system and escalate tickets as needed to appropriate teams.
• Utilize Active Directory for authentication for password unlocks, onboarding/offboarding activities.

Eden Prairie, Minnesota, United States

• Providing end user support for internal and external users.
• Creating, updating, and managing tickets in the Service Now.
• Maintain documentation and knowledge base articles in Service Now.
• Utilize Active Directory for password resets, assistance with login issues.
• Perform software installs, updates, and upgrades on existing equipment for internal and remote sites.
• Remote hardware diagnosis and troubleshooting.

Greater Minneapolis-St. Paul Area

PRIMARY OBJECTIVE(S) OF POSITIONProvides first line technical support to internal client users regarding existing, modified and new applications of software, hardware and telephones. Responsible for all new user system and hardware setups, assignment changes and hardware moves.MAJOR AREAS OF ACCOUNTABILITYUser Calls – First Level Support: Assists with Help.

Brooklyn Center

• Support Brooklyn Center and Coon Rapids facilities.
• Configures Medtronic hardware and software for PC’s, printers, and networks.
• Images new and existing computer with Medtronic images and software.
• Troubleshoots hardware and software problems through GRS ticketing system.
• Supports IT endorsed hardware and software applications.
• Provides technical support as appropriate for software (internally developed applications, productivity applications, computer operating systems, and internet applications) and hardware (printers, desktops, laptops.

Bloomington, Minnesota

• Performs PC break/fix remotely from command center. This includes, but is not limited to, identifying the problem and determining the most efficient and cost effective way to resolve the problem, keeping customer.
• Enhances level of technical training and skill set through active deployment within chosen technical path / skill set. Maintains knowledge of new technologies and vendor offerings that are cost effective resulting in.
• Provides first technical support and leadership support for other Field Engineers. This includes, but is not limited to, responding to questions, assisting with troubleshooting, and determining problems.
• Assists with training of Field Engineers. This includes, but is not limited to, training new Field Engineers on service call procedure, call opening, call closing, parts return and comply with Field Engineering Policy.
• Maintains and protects Insight assets and property. This includes spare parts, loaners, tools and test equipment, as well as equipment that may be provided by Insight’s customers.
• Escalates service problems and issues to the service manager appropriate. This includes service calls exceeding commitments with regard to response time, repair time, lack of spare parts, training or any other actual.

• IT Support SpecialistMay 2011 – Present
• Respond to Level 1 helpdesk calls and tickets
• Respond to requests for technical assistance in person, via phone, electronically
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action

• Provided the highest level of support for desktops and laptops for Region 3 of the US Fish and Wildlife Service.
• Maintained the integrity and compliance of Department of Interior security policies and procedures.
• Outstanding customer service by providing technical support in a non-technical format which every user could understand.
• Utilized Foot Prints trouble tracking system for every service call made to the helpdesk.
• Assisted in the assignments of trouble tickets that came into the helpdesk and by prioritizing those tickets.
• Setup desktop and laptop computers with Windows XP and Windows 7 operating systems.

Provided the highest level of support for applications, desktops, thin clients, and operating systems for Beltmann computer systems, which included network/software troubleshooting and upgrades to software applications as needed.Consistently monitored desktops/laptops/servers for any service packs and patches that were needed and provided time for.

• Provide technical support for both hardware and software in a Windows XP environment. Support will consist primarily of answering customer phone calls, responding to emails, develop user guides or cheat sheets for.
• Provide over the phone technical support for customers including hardware, software, and customer specific applications.
• Respond to customer emails within specified timeframes.
• Create or assist in the creation of documentation both internal and external.
• Creation and submission of KB articles for review.
• Provide excellent customer service, including but not limited to:Follow-upFriendly demeanorExceeding customer expectations

• Support applications and operating systems to support MBC computer systems, Network/software troubleshooting.
• Telephone customer service support for Windows 2000, XP, Microsoft Servers 2000, 2003 and LAN/WAN connections.
• LAN Installation/Troubleshooting, LAN Product Solutions, PC Hardware Setup and Maintenance.
• System maintenance, product software and hardware recommendation.
• General computer Repair, troubleshooting, implementation, setup and maintenance, WAN setup/maintenance.
• Coordinate Vendor maintenance and correspondence related to PC/Laptop, computer peripherals and Cellular phones.

• Manages, oversees and directs internal project teams including setting priorities, scheduling, coordinating, and the reporting of team activities. Coordinates resource schedules with other practice teams, business.
• Prepares internal kick-off meeting, project plans, meeting agendas, meeting minutes, action items, issue logs, risk assessments, documents business decisions, and facilitates necessary project team meetings on assigned.
• Develops, maintains, provides, and distributes internally and externally a tracking tool set used to report all ICOD (Instant Capacity On Demand) and capacity based purchases made by the client.
• Develops and distributes ad hoc financial reports as needed including analysis of National Account project and performance results.
• Manages all project management deliverables that support scope management, quality management, resource management, schedule management, risk management, communications management.

Provided the highest level of customer service to end users by utilizing effective and efficient technical trouble shooting practices.Utilized TrackIT ticket tracking system to communicate with end users on the priority, status, and expected timeline for resolving an open issue.Assisted network engineer in diagnosing LAN/WAN connection issues.Assisted.

Assisted clients using PROPHETX application for stock exchange markets.Repaired stock exchange ticket symbols when there were discrepancies in PROPHETX.Utilized various trouble-shooting techniques to evaluate and diagnose issues clients had in a timely and efficient manner.Followed up with clients when service was given to ensure satisfaction.

• Ensured continuity of computer system services for computer users by providing the technical expertise for 15 radiology clinics across the country.
• Assisted and coordinated all necessary new center openings, including purchasing and setup.
• Installed computer software products, modify and repair hardware and resolve technical problems.
• Troubleshot LAN/WAN and dial-up networking connection issues.
• Utilized various trouble shooting techniques to evaluate and diagnose computer related issues in a timely and efficient manner.
• Utilized trouble ticket tracking system to maintain workflow and by prioritizing user requests for assistance based on importance of issue. Also utilized this system to communicate and provide time-line of work.

Blaine, MN

• Specific responsibilities included:
• Telephone and desk-side support for users at the location and remote sales/clinical laptops
• Hardware/software installation for new workstations and laptops
• Hardware/software upgrades for workstations and laptopsCompleting semi-annual upgrades and tune-ups of sales/clinical laptops during sales meetings.
• Decommissioning hardware that reached end-of-service life
• Coordinated all service calls with support.

Bachelor Of Science, Business Administration

Business Administration

Associate'S Degree, Business Administration And Management, General, A

Activities and Societies: NoneBusiness Administration and Management

Hs Diploma, General

Activities and Societies: Work ProgramGeneral Studies