Bryan Zimmerman
Center Valley, PA
Fifteen years of customer support experience has allowed me to work in many industries including but not limited to healthcare, manufacturing, and web technologies.
I have had the honor to work with companies like Bethlehem Steel, KidsPeace, and Olympus as well as the opportunity to learn from some of the top management, team leaders, and technicians in their respected field.
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Qualification Summary:
Two (2)+ years supervisory experience in an information technology environment
Diagnostic and troubleshooting on local area networks PCs software, desktop applications and office automation products
Solid analytical and problem solving skills, ability to work independently
Assist and advise clients concerning implementation of technology appropriate for their needs
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Skills Summary:
Excellent interpersonal skills required to work within a team environment
Self-disciplined and detail-oriented, second to none work ethic
Solid analytical and problem solving skills, ability to work independently
Understanding needs and delivering solutions
Work Experience
PCI Compliance Consultant
September 2011 to October 2011
Inventory Controller
February 2011 to May 2011
Expedite requisition orders via the JD Edwards Purchase Order Management System. Route equipment to the proper IT personnel for final processing and setup.
Communicate both locally and internationally with Olympus administrative and VIP staff regarding new hire and termination requests.
Hardware lifecycle management; recommending improvements; preparing quotations; creating and maintaining documentation.
Reorganized inventory storage facility to ensure accuracy and make room for additional stock.
Technical Support Specialist / Team Leader
May 2007 to March 2009
Team leader and liaison for Penn Treaty America, acting as a main point of contact for SLA, process or procedure changes, outage and crisis activity, and daily metric reports.
Discuss open Penn Treaty tickets and other relevant issues with staff. Determine the underlying issue and creatively discuss resolution and how it can be avoided later.
Provide accurate and timely training on new functions/features and/or new systems/processes
Pivotal in the creation of an MS Sharepoint site which served as a “real-time” central hub for Penn Treaty maintenance schedule, policy/procedural changes, and any information that was crucial to the health of the account.
Provide support for Mitchell College, DeSales University, Computer Aid, and Penn Treaty America averaging 150 calls/email per day. Escalation to second and third level teams as required.
24/7 on-call as required
Technical Support Specialist / Instructor
August 2004 to February 2007
Provide technical support to 2500-3000 KidsPeace employees averaging 50-100 calls/email per day. Monitored daily work queue to ensure quality, accuracy, and service levels were maintained.
Instructed new employees within a classroom environment on the Kidspeace Infrastructure. Topics covered included, but were not limited to best practices when navigating the KidsPeace network, Citrix Metaframe/Thin client environment, utilizing Microsoft Office/Internet Explorer as it related to the Thin Client, and using KidsPeace propritery software.
Designed a Helpdesk Intranet presence featuring an FAQ section for employees to research before calling the Helpdesk. Combined with a monthly column in the KidsPeace newsletter entitled "tech tips," I was able to create a significant drop in commonly asked questions allowing the Helpdesk to spend more time on pressing issues.
Mainframe/PC Technical Support Specialist
March 1999 to May 2004
Provide telephone support to 5,000 Bethlehem Steel employees across five production plants. Diagnose connectivity, software, local and network printer configuration, and hardware issues using various tools including but not limited to HP Openview, IMS, JES, Active Directory, and web tools.
Monitor and diagnose the health of the Bethlehem Steel network via traditional tools.
Configuration and delivery of replacement PC and laptops. On-site configuration including data transfer and Microsoft Outlook migration using various tools and software.
Integral part of the Y2K disaster recovery effort as it related to the helpdesk functionality.
24/7 support for Bethlehem Steel including on-call rotation.
Education
Associate In Science in Visual Communications
2005 to 2007
Links
Groups
Lehigh Valley Writers Symposium
January 2010 to Present
The Fuel Brand Network
January 2010 to Present
Writer, Fuel Your Photography
Writer, Team Lead, The Indie Spotlight
Additional Information
Additional Software Knowledge:
Service Center
Service Desk Express
Siebel
Trackit!
Lotus Notes
JD Edwards
Novell
Citrix Metaframe (Now XenApp)
MS Active Directory
VPN
Endpoint Connect
LANDesk
WS_FTP Pro
Transmit
HP Openview
X-Lite
PBX/IP VOIP phone systems
MS Sharepoint
Wordpress
Joomla
GMAIL
Thunderbird
Entourage
Outlook / Outlook Express
Exchange
POP/IMAP
Ghost Multicast Server
Blackberry Enterprise Server