Richard Brimer Email & Phone Number

Wadsworth, OH, US

• Solely responsible for multi-site End User support Dealing with daily to daily user support
• Daily task included working tickets from Solar Winds, building and updating laptops, desktops, and Cybernet computer systems
• Managed inventory for the locations to include ordering and assigning assets to end users
• Lead several projects from start to finish including testing Windows Hello and Envoy Visitor Kiosk deployment.
• Developed Policy and Procedures for the Envoy Visitor Kiosk to include conforming with ITAR (International Traffic in Arms Regulations) and visitor tracking to all sites
• Developed and lead employee training for several Microsoft Office programs to include Excel, OneDrive, Whiteboard, and OneNote

Remote

• Create and monitor escalated tickets using Service Now and work ticket according to each tickets required actions
• Supported several client multiply end user support.
• Monitor Service Now for incoming tickets and route those tickets to the proper teams
• Monitor LogicMonitor tickets for escalations and route them to the proper team
• Monitor Barracuda for any backup issues and escalate ticket for any backup failures
• Investigate and Block suspicious emails using Barracuda

Remote

• Create and document customer PC issues and questions within HEAT Ticketing for each user customer call
• Assist users with issues connecting to network VPN and other network equipment
• Investigate computer hardware and software problems in a timely manner and escalate those tickets to the appropriate teams within IS if not able to correct the issue.
• Push software to user’s PC using SCCM, Client Center, or direct install methods
• Communicate with other Service Desk members and other IS Departments of reported or observed network or other major outages.
• Document daily call numbers and report those stats to other IS departments

Akron Metropolitan Area, Ohio, United States

• Troubleshoot computer and other devices at the hardware level including video and telephone systems
• Provides user support and training to court staff of all levels on the operations of a variety of IT systems
• Installs or assists in the installation of maintenance of hardware, new and/or revised releases of national systems and off the shelf software.
• Tracks and reports all inventory additions, moves or changes through the court inventory system, also conducts complete yearly inventory of all assets
• Recommended implementation of standard policies and procedures pertaining to introduction and utilization of new technology and equipment
• Advised the court in areas of technology support, requirements and capabilities including anticipation of future requirements and resolution of potential problems prior to implementation

Brecksville, Ohio, United States

• Provided outstanding customer service for telephone, walkup and remote computer support
• Imaged, installed software and migrated users data to new computers for break/fix or upgrade
• Supported on-site support for 3 Lubrizol locations for hardware and software issues.
• Installed and Supported Citrix, SQL Data Base, Microsoft, SAP and other specialized software.
• Maintained accurate inventory of all hardware assets being issues to end users.
• Completed support tickets for all user interactions and documented steps taken to complete each.

Grissom AFB, Indiana, United States

• Provided Tier 3 Small computer support of all base computers in person or over the phone.
• Trains on operation and maintains readiness for deployable communications systems Joint Incident Site Communications Capability (JISCC) formally Theater Deployable Communications (TDC)
• Set up and installed Windows Server Operating System on JISCC and TDC packages.
• Maintains Window Client and Server computers by trouble shooting issues and correcting the issues by either replacing hardware or updating software
• Setup and maintain base networking systems
• Familiarity with Operate Cisco Routers and Switches