Paul Mayhew Email & Phone Number

Alpharetta, Georgia, United States

* Remotely installed Fiserv Ranger Remote Software with Silver Bullet, FIS WebScan and drivers for all Digital and Panini Remote Deposit Capture machines using BeyondTrust BOMGAR and TeamViewer. * Worked with all Windows OS and multiple browsers including Chrome, Firefox and Edge.

Pittsburgh, Pennsylvania, United States

* Tier 1 and 2 remote application support for Microsoft Teams at The Watson Institute, utilizing Google Voice phone, messaging and email for parent and educator interface. Supported access and operating issues from parents and educators.

Milwaukee, WI

• First level Helpdesk phone and deskside support for 30,000 students and 1500 faculty and staff in multiple locations around greater Milwaukee.
• Used SchoolDude and TeamDynamix Ticketing and Datatel and NetIQManager for credential changes, Active Directory 2012 for password changes and account unlocks. SCCM and BOMGAR for remote support.
• Provided application support for Google email and MS Office suite, as well as web-based college apps.
• Troubleshooting for Hewlett Packard PCs and various printers, re-imaging and upgrading hard drives and memory when needed.

Greater Milwaukee Area

• Spancrete, Waukesha, Sept 2017-Feb 2018
• Provided Level 1 & 2 Help Desk Support for over 400 users through hands-on and remote using Teamviewer 11.
• Supported users Dell workstations and Dell laptops through new configuration and software loading to used repurposing of same. Installed and configured MS Office 2010, Fortinet, Trend Micro, Hyland Onbase. OS used were.
• Upgraded over 100 users from Office 2010 to Office 2016, some remotely, some face to face. Used 2016's online repair tool to repair several installations.Universal Academy for the College Bound, Webster Campus, Jan.
• Single Tech Contact for this 600 student, 5 grade School in Milwaukee, WI.
• Supported, configured, reimaged, installed and troubleshot for HP and Lenovo Workstations and Lenovo and HP Chromebooks, Win 7, 8, 10, Office 2013, iMac, MacBook air, OS X, iPad and Fire tablets.

Brookfield, WI

• Solved issues of internal clients using database queries through SQL Server Mgt Studio 2008 & 2012, Remote Desktop Connection Manager, Active Directory, and re-running ftp processes.
• Monitored 24 virtual servers in the production environment for usage issues such as memory and space outages. Rebooted and repair as needed using remote access tools.
• On-call 24/7 for two weeks every six weeks for server and FTP feed issue troubleshooting.
• Implemented database code changes using SQL Server Mgt Studio 2008 & 2012, replacement code, robot and stored procedure replacement in a secure PCI regulated virtual server environment.
• Assisted with migration from Facets and Remedy ticketing systems to ServiceNow and migration from Fiserv's Intranet Employee Portal MainStreet to Microsoft SharePoint (2013).

Milwaukee, WI

• Took Level 1 Service Desk calls from post-acute care facilities in the Virtual Care Provider, Inc. universe throughout North America. 200 clients with average 5 facilities each.
• Used ServiceNow Ticketing system for incident tracking. Used Microsoft Exchange for email support such as troubleshooting, profile issues and new user setup
• Used VNC and Go2Assist for remote troubleshooting and Active Directory for password resets and domain and permission issues.
• Resolved issues with Citrix support desktop for session troubleshooting and password resets within each client profile. Provided application support within the Citrix Virtual Desktop.
• Provided remote printer support; local and network setup, connectivity and driver installs

Menomonee Falls, WI

* 100% phone support using BMC Remedy Management and ServiceNow Knowledge base taking as many as 1000 calls per month.* First contact for any technical problems in the stores or at corporate, either resolving incidents with trouble shooting or remote support or escalating to other support teams* Password and AD support for unlocks, PC and store equipment.

New Berlin, WI

• Supported over 300 users through phone, email and in person help desk support.
• Used OneOrZero ticketing system software and escalated to tier 2 support as needed.
• Responded to all tickets based on the priority scale and created new tickets as needed,
• Diagnose and resolve technical hardware and software issues, reimage as necessary.
• Developed and followed standard help desk procedures for company.
• Supported Windows XP,Win 7, and Mac laptops, desktops. Configured Motorola Handheld MC 990, 5150, WASP scanners, Barcode scanners

As Network Specialist, Network Systems And Project Management, 4.0

Activities and Societies: BIT Connections, Special Projects include Database for the Hispanic Referral Center of Waukesha CountyCourses.

Bba, Accounting, 3.75

Activities and Societies: President Alumni Association 1996-2000