Percy Dietz Email & Phone Number

Peoria, Illinois Area

Essential Functions:1. Provide Technical support to RSSC - supporting multiple clients and platforms.2. Provides Active Directory support and password resets.3. Provide all users with Mail and internet support services, to local and remote offices.4. Responds to support requests, resolves within SLA, and in a professional manner.5. Continuously maintain information flow with the end user toward the progress, resolution and or escalation to management.6. Follows… Show more Essential Functions:1. Provide Technical support to RSSC - supporting multiple clients and platforms.2. Provides Active Directory support and password resets.3. Provide all users with Mail and internet support services, to local and remote offices.4. Responds to support requests, resolves within SLA, and in a professional manner.5. Continuously maintain information flow with the end user toward the progress, resolution and or escalation to management.6. Follows instruction, test new or enhanced software applications.7. Maintain knowledgebase, and document complete trouble shooting information within the clients ticketing interface and duplicates information into our internal ITS ticketing system.8. Consistently referencing the knowledgebase, understands when to transfer informational ticket to another group, knows when to escalate to the after-hours on-call engineers.9. Consistently monitors the customer's and ITS internal e-mail communications, and responds (if required) in a timely manner.Skills used:-Besides normal shift, to be flexible and able to cover multiple shifts and hour changes to assure solid coverage for the client.- Knowledge and troubleshooting skills in the Microsoft Windows OS, MS Office Suite, O365, Citrix, mobile devices, printers and other applications.- Good verbal and written communication skills a must.- Strong attention to detail and meeting deadlines.- Strong mechanical and troubleshooting skills.- Able to prioritize multiple incidents based on severity and SLA requirements.- Comfortable phone presence, with strong troubleshooting skills over the phone.- Excellent customer service skills.- Ability to multi-task effectively.-Level I knowledge of MS Exchange/Active Directory- Service desk ticketing.- Smartphone troubleshooting including Blackberry, iPhone, Droid, etc.- Experience in troubleshooting incidents remotely either through the phone or application such as VPN RSA soft/hard token. Show less

Bloomington/Normal, Illinois Area

• Highly visible hardware specialist for key HP clients providing customers with a high level of technical customer service that includes proactive/reactive support to both client servers and storage environments.• Work with customer's 3rd level Hardware, networking, Windows OS, Red Hat Linux, and VMware support teams to resolve server issues.• Manage customer relationships, delivered break/fix repairs, proactive maintenance activities, and documented customer facing… Show more • Highly visible hardware specialist for key HP clients providing customers with a high level of technical customer service that includes proactive/reactive support to both client servers and storage environments.• Work with customer's 3rd level Hardware, networking, Windows OS, Red Hat Linux, and VMware support teams to resolve server issues.• Manage customer relationships, delivered break/fix repairs, proactive maintenance activities, and documented customer facing activities.• Change Management Champion. Includes product testing, training of field personnel and process/technical support on new Salesforce tools for Hardware customer engineers.• Account logistics and metrics management focal for local customer account .• Maintain field stocking levels for onsite parts and manage inventory to reflect customer install base. • Analyze parts and repair metrics, determine root cause for issues and initiate corrective action plan.• Work closely with HP partners in and outside HP Technology Services Delivery Operations such as Account Support Consultants, Escalation Engineer’s, Product Sales, Services Sales representatives and external vendors to insure the highest possible Total Customer Experience.• Help to generate product and services leads that turned into additional revenue for our district and organization.• Provide Customer Service and Sales Support to include shipping and receiving, sales, merchandising and employee supervision. • Extensive Knowledge of HP Hardware including, Intel, PA-Risc, and Itanium Servers. SME (Special Matter Expert) on ProLiant industry standard servers. Additional experience with SAN and direct attached storage systems. Also support of this hardware on a variety of operating systems, as both a resident HP CE and as a HP Field CE. Show less

Illinois Midstate Regional Area

Volume Service Business (VSB) field engineerWarranty and contract repair of HP PC's, laptops, servers, and printers.Ordering, inventory and tracking of parts and part usage Work order processing and resolution Process evaluation and improvement with on site customers Customer escalation and call resolution Scheduling and coordinating repairs and part exchanges.

Bloomington/Normal, Illinois Area

Warranty and contract repair of HP Proliant servers and accessories Ordering, inventory and tracking of parts and part usage Work order processing and resolution Process evaluation and improvement with on site customers Customer escalation and call resolution Scheduling and coordinating repairs and part exchanges.

Bloomington/Normal, Illinois Area

On site leader for technical repair crewWarranty field repair of HP personal computers and accessoriesOrdering, inventory and tracking of parts and part usageWork order processing and resolution Process evaluation and improvement with on site customersCustomer escalation and call resolution

Bloomington/Normal, Illinois Area

Warranty field repair of HP personal computers and accessoriesOrdering, inventory and tracking of parts and part usageWork order processing and resolution Process evaluation and improvement with on site customersCustomer escalation and call resolution Scheduling and coordinating repairs and part exchanges.Warranty field repair of network servers

Pontiac Illinois

Build and administer Windows 2000 Advanced Servers with Citrix Metaframe 1.8Troubleshoots system problems Evaluates and corrects LAN security Create and maintains user accounts Create and maintains user groups and security access Create server test environments to test applications and utilitiesMonitor and create system backupsWork with first and second tier support to resolve LAN problemsInstalling and publishing applications for Citrix servers Installing… Show more Build and administer Windows 2000 Advanced Servers with Citrix Metaframe 1.8Troubleshoots system problems Evaluates and corrects LAN security Create and maintains user accounts Create and maintains user groups and security access Create server test environments to test applications and utilitiesMonitor and create system backupsWork with first and second tier support to resolve LAN problemsInstalling and publishing applications for Citrix servers Installing and publishing networked printing devices Show less

Peoria, Illinois Area

Plans, develops, test, maintain, and document the content and appearance of web sites Interprets business needs and translates them into web solutionsDesigns, codes test and debugs web programsDesigns and maintains interactive web databasesTroubleshoots system problemsEvaluates statistical data of usage patterns Responsibility for web security and connectivityResearches and recommends the use of new internet technologiesProvides initial orientation and training… Show more Plans, develops, test, maintain, and document the content and appearance of web sites Interprets business needs and translates them into web solutionsDesigns, codes test and debugs web programsDesigns and maintains interactive web databasesTroubleshoots system problemsEvaluates statistical data of usage patterns Responsibility for web security and connectivityResearches and recommends the use of new internet technologiesProvides initial orientation and training of users in the usage of new web programs Show less

Mossville, Il

Research and Development of software solutions Evaluate multiple project solutionsEvaluate project cost and expensesTest hardware/software in current network environment Create and Document procedures for first and second level technical support staffPlan project deployment, start to finishBuild project charters to specified definitionsCreate project timelinesEvaluate solutions and present recommendationsCreate and give project presentationsOrganize and… Show more Research and Development of software solutions Evaluate multiple project solutionsEvaluate project cost and expensesTest hardware/software in current network environment Create and Document procedures for first and second level technical support staffPlan project deployment, start to finishBuild project charters to specified definitionsCreate project timelinesEvaluate solutions and present recommendationsCreate and give project presentationsOrganize and deploy install staff Show less

Computer And Information Sciences And Support Services

Business