Sam Lemke Email and Phone Number

Consistently increased billable hours (an increase of 113.8% annually over 6 years) while excelling at providing customer service in a fast paced, ever changing, environment with minimal Supervision. I support over 1000 customers both remotely and onsite. Those users range from individuals to business owners and executives. Responsible for building, configuring, and troubleshooting used and new Servers, Desktops, laptops, printers, and tablets (iPad, Android, Windows). Provide advanced support of Windows 10 and MAC OSX as well as application support for Office, Antivirus, QuickBooks, and Sage/Peachtree. I am the ESET Endpoint and Malwarebytes Endpoint MSP administrator and preform virus removal for our customers. Deploy, configure and support Sonicwall TZ and SOHO series firewall. Support/admin hosted email as well as Office 365 Tenant accounts. Frequently add/remove/edit users and groups in Microsoft Exchange Console. Admin Active Directory and managed DHCP server roles. Supported iPhone and Android users, as well as Blackberries for new phone setups as well as email and applications.

Provided remote IT support on a high volume help desk supporting end users ranging from the entry level to senior management. Excelled at accurately and timely troubleshooting of a host of enterprise technologies. Worked with level 2 support as well as internal experts to provide customer driven support to our end users across a wide variety of technologies. Supported desktops and laptops in a windows XP/Windows 7 environment. Basic network troubleshooting including DHCP, DNS and physically connectivity. Reset network and application passwords. Installed, configured and supported network printers, scanners and check validators/processors. Set-up new Voice Mail boxes, as well as key programming on Mitel 2000/3300 systems and supported Mitel 4025, 5224, 5324 VOIP phones. Supported, installed, and configured various applications. Provided remote user access support including working with RSA hard and soft Tokens as well as mobile technologies to include, iPhones, iPads and Blackberry. Used Remedy "Magic" ticketing system to track and complete work orders and issues.

Worked closely with Engineers and Patching team coordinating monthly Patch testing, including copying over and running of patches on lab devices and reporting on statuses to team members, management, and other Vendors. Successfully worked on multiple projects and reports to streamline processes. Administrative responsibilities included interfacing with Management and Customer to compile Proof of Concept documents and submit security reviews. Coordinated scheduled work times between technicians and customers to resolve ticketed issues. Worked with internal Reporting Team to generate daily reports in Excel. Used Remedy 7.6 to submit and monitor Change Controls.

Used Remedy 7.1 and 7.6 to track and remotely work tickets in both a store and Home Office environment for anyone from interns to VP's. This included troubleshooting and remote repair of Hardware and Software for PC's, Printers, Laptops, Kiosks, Virtual Workstations, Store Servers, and some Thin Clients. Helped to train CompuCom's first offshore (India) asset for the Wal-Mart Environment. This included one on one remote training, phone conference training and written documentation. Worked with Offshore Teams daily in coordinating ticket resolutions, both as customers and team members. Coordinated and provided personal technical support on 2 Kiosk replacement projects, each lasting over a month.Wrote a large number of internal training documents covering a broad spectrum of work, including set-up procedures, report creation, software use, and proper procedures. These documents were used for both onshore and offshore training purposes.

General support for IT department for a major not-for-profit organization and its affiliated school. General tech support for IT staff including setting up, rebuilding, cleaning, and disposing of laptops, desktops and printers. Work closely with IT staff on a project to tear down, move, set-up, and test 100+ desktops, numerous printers, and VOIP phones. this project calls for attention to detail as well as being able to follow detailed instruction while unsupervised, and regular interaction with teachers and staff.