Bob Hostettler Email & Phone Number

Itasca And Scahumburg, Il

• Manage small to medium sized projects with or without a termination date, principally to roll out new hardware such as laptops, desktops, and monitors, to multiple sites. • Expedite and track advance exchange requests to customer employees.• Engage project managers, service partners, and customer representatives to successfully coordinate deployment of products to multiple customer sites.• Validate requests from customer employees for new hardware to assure prerequisites are met by employees.• Analyze input data and process requests from customers to assure throughput of company products such as laptops, desktops, and tablets to locations.• Authenticate requests to return products due to off boarding or for repair.• Work with third party providers and field technicians where field repair work is required.• Coordinate processing of weekly billing report to assure that accurate information is being presented to customer.• Maintain tablet information in MobileIron database.• Update tablet assignment information in Rivermine inventory database.

Itasca, Il

• Migrated Windows XP computers to Windows 7 using LANDesk IT Management software.• Utilized customer service skills to contact customers to schedule migrations. • Monitored progress and status of migrations in LANDesk and documented migration failures from provisioning history.• Recorded migration information in WebSPOC ticketing system and closed tasks as they were updated.• Received calls from customers regarding status of migrations and any problems associated with migrations.• Applied technical skills to resolve or escalate migration issues.• Remote-controlled customer computers using LANDesk in order to perform step by step quality assurance procedures after migrations were complete.• Worked withj field technicians to make sure proper procedures were being followed.

Greater Chicago Area

•Resolved technical problems for internal customers in a fast-paced, demanding environment.•Engaged customers over the phone in a way that put them at ease. Patiently listened and documented as customers explained their problems. Presented customers with a solution if one was available and walked through it with them. Empathized with the customer and realized that their problem was costing them productivity and costing the firm money.•Documented incidents using SupportWorks tracking system.•Escalated tickets to deskside support or other groups if necessary.•Set up multi-step processes in SupportWorks for New Hires and Terminations, and processed email requests and resolved or assigned as needed.•Engaged third party vendors and coordinated projects with customers.•Communicated status of problems with customers and verified that they were resolved.•Tested basic functionality of various applications as part of early morning duties.•Technically skilled using and supporting Windows 7, Office 2010 applications and Active Directory.•Utilized System Center Configuration Manager and Citrix GoTo Assist to remotely resolve issues.•Supported applications such as Sagitta, PaperWise, Citrix GoTo Meeting, Video Furnace, Arkadin Conference Plus, Blackberry Enterprise Server, MobileIron, Webmail, Webmobile, and VPN.•Supported HP desktop computers, Lenovo and Samsung laptops, Xerox and HP printers, Blackberries, and iPhones.

Des Plaines, Il

• Resolved problems for internal and external customers on Warehouse Management System (WMS)• Set passwords for Windows, Google Chrome, and WMS• Documented incidents using Track-It incident tracking system, and escalated as necessary• Set up and used emulators for IBM iSeries Access for Windows to access AS400 and WMS• Applied AS400 commands to vary on workstations, end errant jobs, examine data

• Resolved problems for internal and external customers 65% of the time on first contact in real-time in a fast-paced environment• Engaged customers over the phone in a way that put them at ease. Patiently listened and documented as customers explained their problems. Presented customers with a solution if one was available and walked through it with them. Empathized with the customer and realized that their problem was costing them productivity and costing the company money.• Applied resolutions from IT Knowledge Base for quick resolution of customers’ problems• Documented help desk incidents thoroughly and accurately using Remedy and Peoplesoft incident tracking systems • Analyzed hardware and software problems and resolved quickly or escalated to appropriate support group. Utilized Knowledge Base articles to troubleshoot problems step by step. Supported dozens of applications.• Escalated application and system outages using Remedy and PageGate software in order for engineering to resolve them expeditiously.• Supported various applications such as Cisco MeetingPlace, F5 Passage, McAfee, Citrix, Unity Voice Mail, Dameware Mini Remote Control, RSA Security Console, Oracle Travel and Expense Center, Oracle Accounts Payable, and many others• Supported Dell and IBM desktops and laptops, wireless access on laptops in all company offices, remote access, Xerox and HP printers, Blackberries• Produced Knowledge Base articles based on resolved problems to enable Help Desk to resolve customer problems more efficiently.• Technically skilled using Microsoft applications: Outlook, Word, Excel, Internet Explorer, Windows Remote Desktop, Windows Remote Assistance, and Active Directory• Completed dozens of online Skillsoft courses ranging from Microsoft Office courses to courses on how to deal with angry customers. Received training in new applications on an ongoing basis.

• Resolved problems for internal customers using Support Center incident tracking system• Maintained user security profiles and enforced security policies on AS400 and VAX systems• Created and updated user profiles on JBA, DAI, and ASK software systems• First full-time help desk person at A.B. Dick• Supported numerous applications on VAX and AS400 systems• Developed searchable knowledge base

Ba

Diploma