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. •Make use of SCCM for actively sending requested and approved software to end users. •The expertise to effectively communicate both verbally and written to the end user community. •Strong Customer Service Skills which include active listening, empathy and problem solving. •Proven ability to effectively work with remote based applications to connect with end users while working remotely.

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. • Printer troubleshooting and installs. • Reactionary response to ISP outages as part of overall team plan. • Escalation of more complex or critical issues to other tiers.

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 Desk calls and responds if able. Monitors and documents user inquiries, responding within department guidelines. Makes appropriate suggestions for change to resolve frequently occurring issues. Logs all user calls and enters problems and resolutions into Escalation Database. Escalates users calls to IT staff personnel if unable to respond to calls.Personnel Hardware/System Changes: Responsible for setting up new user accounts on the network and making the appropriate system modifications due to assignment changes. Create and maintain documentation on the new user setup and assignment change process. Coordinates hardware moves, images computers and configures and sets printer locations for new hires. Coordinates the removal of computer equipment for personnel terminations.Other: Coordinates the checkout of firm cell phones, laptop computers, and other check out devices available to end users. Converts documents to and from different formats.Hardware Service: Provides first level hardware troubleshooting. Coordinates with Network/PC Hardware Specialist with repair or replacement of computers, computer accessories, laptops and printers. Works with printer vendor on printer maintenance and toner cartridge issues. Assists Network/PC Hardware Specialist with monitoring of inventory of computers, printers, and computer accessories.Backup: Provides backup support to the IT Support Manager, Network Administrator and Director of IT as necessary.

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, drivers, monitors, and PDAs).•Assists and manages the moves and installations of new and existing equipment.•Determine effective resolution of issues by troubleshooting and analyzing computer system errors of moderate to difficult scope where analysis of situations or data require in-depth evaluation.

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 downtime to a minimum.•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 continued client satisfaction.•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 guidelines.•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 continued client satisfaction.•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 or potential customer satisfaction problem.

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•Follow standard help desk procedures•Log all help desk interactions•Administer help desk software•Redirect problems to appropriate resource• identify and escalate situations requiring urgent attention•Track and route problems and requests and document resolutions• Create and maintain Active Directory and Exchange email accounts• Troubleshoot File/Print/Phone issues• Provide Microsoft Office Support versions 2003 and up• Basic Printer/Fax/Copier troubleshooting (paper jam or low toner)• Maintain and update documentation and intranet information• Provides phone support to users• Assist set-up of new employees with computers and phones• Backs up other IT Staff• Miscellaneous projects as assigned• Stay current with system information, changes and updates•Excellent customer service skills with the ability to deal with matters in a professional and friendly manner.•Experience using disk encryption software.•Experience of installing and supporting a wide variety of software.•Excellent documentation abilities.•Ability to apply analysis skills and problem-solving techniques to situations to provide fast and effective solutions.•Good interpersonal, influencing and customer liaison skills together with a confident approach to difficult situations.•Ability to prioritise workload effectively and work well under pressure.•Ability to work on your own initiative.•The ability to comprehend and communicate clearly and effectively on a wide range of technical issues with people at all levels.

•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 technical support for Lotus Notes 7.0.3•Answered and maintained helpdesk phone and voice mail providing support to over 1200 internal and external employees.•Experience with MS Office 2010, Windows XP, and Windows 7 environments.•Provided wireless and VPN support to external users.

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 installing them.Maintained a dialogue with end users to ensure they received the best possible service.Supported over 250 internal/external users across multiple sites nationwide providing education on how to use email, connecting to the network, and desktop applications.Utilized IssueTrak application to monitor and track all internal and external problems through to resolution.Excellent customer service skills by providing technical information in a non-technical format that every user can understand.Checked daily server back-up jobs and reported errors to server engineers.Created new user accounts using Active Directory.Provided VPN access support. Supported Blackberry devices.

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 customers, and create KB articles.Essential Duties (Major responsibilities of this position)•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•Other duties and responsibilities as directed by Director of Customer Services or Regional Team Leads.

•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.•Perform periodic audits of laptop software to ensure compliance with licenses.•Support PDA and Blackberry software.•Evaluate communications activities to ensure our customers’ needs are met in the most economical fashion.•Support VPN access.

•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 units, and 3rd party contractors to orchestrate and plan the activities for assigned projects.•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 projects. •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 server engineer by performing daily backups of network systems.Prioritized projects to meet daily objectives in a timely and efficient manner.Provided a strong understanding of workflow process to assist other team members to meet the objectives of the team.Strong project management skills with proven track record of completing projects on time.Data Transmission Network

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 completion.

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.•Working with network engineer and other staff members to resolve situations involving networking and training issues.

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