Steven J.

Mutschler
7719 South Scepter Drive Apt #4
Franklin, Wisconsin 53132
(414)304-1968
CompTIA A+, Network+ and Security+ Certified
Ceritified Help Desk Profressional, HDI DST

Professional Experience

Service Desk Agent - Guaranty Bank - June 2010 - May 2017

Service Desk professional with 6 years of experience providing level 1 and

level 2 resolution support to 1200+ end-users in a complex computing
environment. Ability to identify problems from a Level 1 and Level 2
perspective and provide first call resolution of work with appropriate
teams and resources to assist in driving the incident to resolution. Ability
to communicate complex technical issues to end-users and technical staff
with a varied level of knowledge and understanding. Strong interpersonal
skills combined with a strong customer service attitude.

Troubleshooting and problem resolution

Contientious to new and ongoing issues
Assist users with technical issues by providing training to non-
technical users to assist in giving them more efficient ways to use
the environment's technology.
Strong follow-up skills
Strong customer service skills
Ability to learn new processes and technologies and become
proficient in them

Platforms and Applications: Microsoft Windows 7, Microsoft Active

Directory, Lotus Notes Domino, Citrix, Cisco AnyConnect VPN Connection,
Symantec Management Console (Altiris for remote control pushing for job
packages to laptops and desktops), Bomgar remote control connection
tool to assist in troubleshooting end-user issues. Multiple third party
applications related to Retail Banking transaction processing. DK Help
Desk ticketing system for Windows.
Hardware: HP Desktop PC's and Laptops, HP Printers
Tasks performed: End-User phone providing Level 1 resolution and
Level 2 resolution based on skills based knowledge of the incident.
Escalated issues to Level 2 and higher when problem required that level of
technical attention. Software installation from network shares and also
from the Symantec Management Console known as Altiris. System
administration including but not limited to, granting rights accesses to
shared folders and databases, creation of new end-user accounts and
rights accesses based on business unit needs for those accounts. Imaging
desktops and configuring the standard software that were part of the
image. Performed deskside issue resolution and provided education and
insight to end-users to improve productivity.

Support Center Technician - Milwaukee Electric Tool as a

Consultant - Sept 2004 - April 2010
Service Desk professional with 6 years of experience providing level 1 and
level 2 resolution support to 1200+ end-users in a complex computing
environment. Ability to identify problems from a Level 1 and Level 2
perspective and provide first call resolution of work with appropriate
teams and resources to assist in driving the incident to resolution. Ability
to communicate complex technical issues to end-users and technical staff
with a varied level of knowledge and understanding. Strong interpersonal
skills combined with a strong customer service attitude.

Areas of Strength:

Troubleshooting and problem resolution

Contientious to new and ongoing issues
Assist users with technical issues by providing training to non-
technical users to assist in giving them more efficient ways to use
the environment's technology.
Strong follow-up skills
Strong customer service skills
Ability to learn new processes and technologies and become
proficient in them

Technical Proficiencies:

Platforms and Applications: Lotus Notes, IBM Client Access, Cisco VPN,
ATT Global Network Client and a multiplicity of task specific industry
related applications. Lotus Notes DominoNovell Netware, Microsoft Active
Directory, IBM iSeries AS/400, Windows XP, Lotus Notes Visual Help Desk
used for ticketing system.
Hardware: Dell Latitude and Precision laptops and Optiplex desktops,
Linksys Routers, Dell and HP printers
Tasks performed: End-user phone support including first call resolution
and documented ticket escalation to 2nd and 3rd level technicians. Software
installation via CD, network and remote control processes. System
administration including but not limited to, granting rights accesses to
shared folders and databases, creation of new end-user accounts and
rights accesses based on business unit needs for those accounts. Detailed
documentation of new support and IT department processes. Assist
network administrators in daily, weekly and monthly backup processes
and sending tapes off-site. Imaging laptops and configuring the standard
software that were part of the image. Performed deskside issue resolution
and provided education and insight to end-users to improve productivity.

Data Center Support Analyst ---- 1990 1997/Aldrich

Chemical and 2001 2004/Johnson Controls
Performance based Data Center Operations including but not limited to,
job scheduling, running batch jobs as written or modifying the jobs to
perform specific processes and calculations. Distribute output for
processed jobs, perform tape handling and backups on a daily, weekly and
monthly basis. Monitor consoles for job completion and/or respond
appropriately to jobs that abended due to modification and/or data related
issues. Perform hardware maintenance to sustain or improve efficiency
and the lifecycle of the equipment within the Data Center. Monitored
network activity and provided statistical documentation to assist manager
level with planning and problem resolution. Placed service calls in
response to hardware failures. Effectively ran multiple shifts during these
engagements and assisted other Data Center support personnel during
off-hours. Took place in 2 Disaster Recovery tests in Chicago, IL and at an
IBM Recovery Center in Sterling Forest, New York.

Areas of Strength:

Effectively monitor and run multiple systems and associated

processes

Manage time effectively to reach strict deadlines

Technical Proficiencies:

Platforms: IBM Mainframe OS/390, CICS, VM, VTAM, JCL

Hardware: IBM Consoles, Printers, Mainframe Infrastructure

Education:

Manpower Business Training Institute

Certificate in Business Data Processing including, Basic, Cobol, Structured
Cobol and RPG programming and systems analysis and design.

STI Knowledge
Boot camp in Help Desk professional soft-skills
Obtained Certified Help Desk Professional certification (CHDP)

Milwaukee Area Technical College

4 month course in CompTIA A+ certification training
Obtained CompTIA A+ IT Technician certification

CED Solutions
Boot camp for CompTIA Network+ exam candidates
Obtained CompTIA Network+ certification
Boot camp for CompTIA Security+ exam candidates
Obtained CompTIA Security+ certification