Zach Hyde Email & Phone Number

Middletown, Oh, Us

Randolph Air Force Base, Texas, Us

In this role, I am responsible for providing assistance to customers by troubleshooting various electronic devices, such as desktop computers, laptops, tablets, and smartphones.My duty is to create and maintain the PowerShell GUI tool used by all administrators on installation to resolve customer issues.Moreover, I diagnose and resolve complex hardware/software issues, using PowerShell to create efficient scripts that expedited the troubleshooting process.Key Contributions:• Developed scripts that effectively addressed known issues for all PCs within the organization, reducing downtime and increasing productivity.• Served as a Subject Matter Expert (SME) on Multi-function Devices (MFDs) and their configuration in accordance with DISA STIGs (Security Technical Implementation Guides).

Layton, Utah, Us

During this role, my duty was troubleshooting hardware and software issues for various devices, including desktop computers, laptops, tablets, and smartphones.I was responsible for maintaining detailed records of all work performed, including issues identified, actions taken, and resolution outcomes aimed at ensuring accurate tracking and reporting of customer support activities.Key Contributions:• Utilized PowerShell to develop custom scripts that expedited issue resolution and improved overall efficiency.• Monitored work center performance metrics using BMC Remedy reports, identifying trending issues and providing management feedback on improving service quality and customer satisfaction.

In this company, my duty was to support the United States Marine Corps across various global locations to ensure reliable and efficient connectivity for all users.Key Contributions:• Conducted first-line troubleshooting using advanced remote tools/techniques to diagnose and resolve customer issues quickly.• Utilized BMC Remedy suite to accurately input and track all customer trouble tickets, maintaining clear and up-to-date records of all issues and actions taken.Additional Experience:• Client Systems Technician at United States Air Force (Active Duty), 2007 – 2017

Commendations: 2 Army Achievement Medals• Provided technical assistance and support for 37K Joint Base Lewis McChord users to resolve IT complications and implement solutions on a $106M enterprise network supporting 62 Airlift Wing, 627 Air Base Group, and 14 tenant units.• Utilized CAIRS, Remedy, Remote Desktop, and Active Directory services to correct and fix issues in work orders, ensuring timely resolution of technical issues.• Conducted troubleshooting and repair of PCs, monitors, mobile phones, network equipment, multi-function printers, scanners and related devices, ensuring proper functionality, and minimizing downtime.

Full Stack Web Developer

High School Diploma