Nicholas Walz Email & Phone Number

Monticello, Minnesota, Us

St. Paul, Mn, Us

● ITIL Foundation Certified● Establish and maintain Customer relationships● Knowledge of best practices in customer service and retention● Provide high-level technical and product support● Provides second level technical and application support to Association technical and application staff● Provides technical and application support for the AgriBank Board of Directors● Maintains system security access, creating, modifying, or deleting security groups and lists for applications, mail, folder, and database access via Active Directory● Team Lead for Service Desk● Served as Mentor to young Service desk personnel● Focus on Customer loyalty by building client relationship by active listening, and staying true to my word● Conducts data gathering, analysis, project evaluation, testing and delivery● Manages workstation patches for internal and external user systems● Strong written and verbal communication● Provisions wireless data plans for internal and external users● Served as escalation point for Service desk personnel

St. Paul, Mn, Us

● ITIL Foundation Certified● Provides technical and application workstation and peripherals support to internal and external users● Determines cause of issue and applies appropriate troubleshooting skills to achieve a successful resolution● Provides second level technical and application support to Association technical and application staff● Provides technical and application support for the AgriBank Board of Directors● Maintains system security access, creating, modifying, or deleting security groups and lists for applications, mail, folder, and database access via Active Directory● Team Lead for Service Desk● Served as Mentor to young Service desk personnel● Monitored both Respond and Resolve SLA’s for Service Desk● Conducts data gathering, analysis, project evaluation, testing and delivery● Manages workstation patches for internal and external user systems● Maintains 99.6% SLA for all tickets● Provisions wireless data plans for internal and external users● Served as escalation point for Service desk personnel

● Provides technical and application workstation and peripherals support to internal and external users● Determines cause of issue and applies appropriate troubleshooting skills to achieve a successful resolution● Provides second level technical and application support to Association technical and application staff● Provides technical and application support for the AgriBank Board of Directors● Maintains system security access, creating, modifying, or deleting security groups and lists for applications, mail, folder, and database access via Active Directory● Creates and maintains workstation images for user builds● Researches and implements new products and software to improve end user efficiency and productivity● Conducts data gathering, analysis, project evaluation, testing and delivery● Manages workstation patches for internal and external user systems● Maintains software packages for application deployment via SCCM 2012● Provisions wireless data plans for internal and external users● Participated in the ITIL process for change management for patch deployment

New York, New York, Us

● Worked with Users to test and certify applications on IE11 and Java 8● Provided users testing environment● Installed applications per documentation● Troubleshot and repaired testing environment and applications● Updated documentation as necessary● Completed all application testing before deadline● Worked with SCCM 2007 and 2012 to push applications● Used Active Directory to put users in correct groups to get applications pushed to their test machine● After deployment troubleshooting of install and application issues● Worked on HPSM tickets● Maintained a 99.3% SLA for all incidents requests within a 48-hour window● Updated documentation as needed● Created new documentation as needed

Us

• Installed and Maintained Small Business Server 2003, 2010 and 2012• Troubleshot and repaired both server and Dell PC issues• Installed new PC’s and laptops• Maintained Hyper-V server for virtualization• Installed SonicWALL Firewalls• Maintained Customer relations and satisfaction• Worked with many and varied customers in a variety of businesses• Produced written documentation for customer• Updated my co-workers on any new information or fixes• Worked on in-shop server installs and PC repairs

• Monitored Field Services HPSM trouble ticket queue. Maintained a 99.6% SLA for all incidents and requests within a 48 hour window• Took ownership of setting up and maintaining network printing. Creating new print queues for legacy printers as well as new Capital One printers. Handled multiple trouble issues involving printers and queues. Created documentation for group to assist is troubleshooting printing issues• Upgraded PC’s from Windows XP to Windows 7 and Microsoft Office 2010• Participated in setup of UAT test lab, to assist with application testing on the new Capital One image. Assisted in troubleshooting software and hardware issues, allowing for easier transition from INGdirect image to Capital One’s imageResults and Accomplishments:Proficient in Desktop support, Asset Management, and Software supportFamiliar with HP and Dell hardware support

• Completed Focus tickets adhering to the INGdirect SLA of 99.6% completion rate within 48 hours• Used multiple monitoring tools including: Tidal, Big Brother, Ionix, Focus, Sitescope, Sitescan, VMware client, SCCM• Front line escalation for high severity issues. Responsible for sending out severity issue updates as well as resolution. Contacted on-call personnel to join bridge lines to troubleshoot high severity issues• Created and updated Command Center documentation allowing easy access for new associates to learn, as well as an opportunity to cement my knowledge by creating this documentation

Pathumwan,, Bangkok, Th

• Configured and Installed Windows 2000/2003 servers• Worked on new Microsoft Operations Manager (MOM) installation. Providing enterprise wide network monitoring, as well as an early warning system for failures and issues• Decommissioned and consolidated old server equipment. Creating an environment with more up to date hardware to increase productivity, and remove out of date equipment to save money• Setup and maintained VMware and ESX ranger. Consolidating servers to save money as well as space. Plus, providing a central location for server administration making system administration more streamlined• Participated in on-call rotation

Us

• Configured Windows Server Update Service (WSUS) for server patching and updates. Patched and updated over 70+ servers• Lead Minnetonka office move to Minneapolis. Requiring planning of site moves consisting of PC’s and multiple network printers. Additional work required my input into building out the new space, and changing any requirements as needed to make the site fit• Worked on repairing issues from McGladrey vulnerability scan. The scan should areas that needed to be updated to close “security holes” in our systems

Menlo Park, Ca, Us

• Configured and Installed Windows 2000/2003 servers, including migration of NT 4 to 2000/2003 Active Directory• Configured and Installed Cisco 2950 and 3750 switches• Provided second level support• PC installation and repair

London, Gb

Transferred to the Network Services group• Project Lead for Upgrading to Multiple sites in Yuma, AZ• Project Lead for Integration of HP Openview into our Network Monitoring• Responsible for WAN connectivity for 20+ sites • Upgraded HP Openview NNM version 6.01

Management

Ba, Management

Associates Of Arts Degree In Electronics Technology, Computer Technology/Computer Systems Technology

High School Diploma, General