ROBERT VAN HEYDE
Commercial Vehicle Group, IT Technical Support Specialist
Centerburg
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
IT Technical Support Specialist
Commercial Vehicle Group
04.2023 - Current
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Enhanced system performance by identifying and resolving technical issues promptly.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Used Jira ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Configured hardware and granted system permissions to new employees.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
- Monitored systems in operation and quickly troubleshot errors.
Account Specialist III
JPMorgan Chase
10.2021 - Current
- Trained new employees on internal customer service, resource utilization, and provided real time support while interacting with bankers
- Complete routine and complex account updates on 150+ accounts weekly to resolve problems.
- Approve/decline documents and information for bankers to open new customer accounts and update existing profiles with latest information.
- Review account activity to assess financial status and evaluate discrepancies.
- Collaborate with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Maintain current knowledge of evolving changes in policy and procedures while helping to update internal resources
- Works independently with minimal supervision while assisting with 200+ incidents weekly through various platforms
- Exceptional computer skills
- Assist team members with technical issues that may arise
General Manager
Level One Bar + Arcade
09.2015 - 06.2018
- Oversee daily operations for new business that has shown consistent and steady sales growth of at least 10% per year
- Compile hours worked for 12+ employees from POS system while integrating with tips for accurate payroll
- Enter data into payroll spreadsheet on Heartland Payroll website
- Write schedule for all employees while accounting for requests off, other jobs, and school schedules
- Make sure all products and supplies are stocked properly for efficient business operations
- Responsible for rotation of product and updating of menus to stay current with trends
- Track and record all inventory monthly
- Responsible for compiling and sending all reports necessary for accountant to do monthly books
- Coordinate parties/events with interested people/companies ranging in size from 10-130 people
- Handle all cash for business operation including deposits, withdrawals, change
- Schedule regular and unexpected maintenance
- Schedule and comply with regular fire and health inspections
- Ensure all employees deliver the best experience possible for all guests
- Handle any unexpected situations that may arise and make sure guests are satisfied
- Organize and coordinate supplies, personnel, and schedules for events such as COSI After Dark and Boo at The Zoo
IT Security Help Desk Analyst
Ascena Retail Group
10.2018 - 3 2020
- Responsible for taking calls directly from stores and troubleshooting issues related to desktop, POS and hardware technologies for 8 different retail brands
- Most active agent last year for call volume by over 600 calls
- Utilize Ivanti ticketing system to create and update incidents, create tasks, and escalate appropriately
- Remotely fix issues across multiple technical devices including printers, registers, and tablets
- Handle administrative duties for multiple accounts across different platforms including SAP, OrPos, ADP, Outlook, Gmail, Manhattan Associates and Atlas
- Resolve printer issues related to IP address, gateway, paper settings, jamming, drums and toner for HP, Lexmark, Xenox and Brother printers
- Provide technical support for registers across all brands including HP, Fugitsu 3K, Fugistu 7k, mobile IPad registers and IPods
- Troubleshoot incidents for Global Store, OrPos, and Lavu point of sale systems
- Utilize Ivanti ticketing system to document and update incidents, create tasks, and appropriate escalations
- Assist with ICR (Incident Call Reduction) queue to actively reduce and resolve incidents
- Deliver superior customer service skills while quickly resolving issues in fast-paced retail environment
- Routinely assist other agents with problem solving to help foster an environment of support and learning
Education
Cybersecurity Certificate - Cybersecurity
Thinkful Cybersecurity Bootcamp
New York/online 06.2022 - 12.2022
Bachelor of Arts - Liberal Studies
Otterbein College
Columbus, OH 01.1998 - 05.2002
Skills
Microsoft 365 Administrator
WireShark/Splunk Packet Sniffers
Linux Distributions
Terminal
Command Prompt
Network Monitoring
Customer Service
Business Management
Inventory Management
OSI Model
TCP/IP Model and Protocols
Metasploit
NIST
Help Desk Support
BMC Client Management Console
Active Directory
Hardware Repair and Imaging
Certification
Thinkful Cybersecurity Bootcamp
Timeline
IT Technical Support Specialist
Commercial Vehicle Group
04.2023 - Current
Thinkful Cybersecurity Bootcamp
12-2022
Cybersecurity Certificate - Cybersecurity
Thinkful Cybersecurity Bootcamp
06.2022 - 12.2022
Account Specialist III
JPMorgan Chase
10.2021 - Current
IT Security Help Desk Analyst
Ascena Retail Group
10.2018 - 3 2020
General Manager
Level One Bar + Arcade
09.2015 - 06.2018
Bachelor of Arts - Liberal Studies
Otterbein College
01.1998 - 05.2002