GREG MILLER
Muncie
Summary
A security focused employee with a strong background in computer hardware that spans over 27 years. Excellent written and spoken communication with the ability to put technology in every day terms for users to understand. Seasoned collaborative worker as well as stand alone with little to no supervision.
Overview
13
13
years of professional experience
Work History
Level 2 Desktop Engineer
Ascend Technology Group
10.2023 - Current
- Verbally consult with end-users to gather diagnostic information and translate and understand their technology issue(s)
- Diagnose issues through debugging, requirements analysis, troubleshooting, and technical analysis
- Analyze the issue to determine the appropriate solution
- Apply the solution and analyze the results to determine issue resolution
- Communicate resolution to the end user in non-technology language
- Work independently with considerable initiative and analytical judgment
- Provide excellent customer service and support to end-users
IT Administrator
Kuert CONCRETE, INC
04.2021 - 06.2023
- Procure, implement, and maintain technology hardware and software, as needed.
- Manage Microsoft licensing, email, and active directory.
- Provide a basic level of support for company applications such as Epicor Profit 21 (etc.).
- Point of contact with software vendors to troubleshoot issues and complete projects/upgrades.
- Work with 3rd party managed IT services provider to resolve network issues.
- Manage the company's phones, mobile phone plans, and related devices to optimize cost and ensure the appropriate capabilities are available for employees.
- Implement strategy, recommendations, and changes for website and company social media.
- Adhere to company security policies and help hold others accountable for security.
- Periodic travel to company locations in northern Indiana for troubleshooting and resolution of issues.
Branch Engineer
Gadellnet
06.2020 - 04.2021
- Performed client site visits on both as needed as well as set recurring scheduled visits
- Primary contact for customers for any technical issues
- Responsible for monitoring the infrastructure, customer devices and troubleshooting issues.
- Provide technical assistance and support for incoming queries related to computer systems, software and hardware
- Communicate any technical issues to the customer
- Walk customers through the problem solving process and train them on computer usage
- Install, modify and repair computer hardware and software
- Run diagnostic programs to resolve problems
- Serve as the client contract expert for the purpose of spotting tickets that are out of the normal scope and require further account management action
IT Analyst
Bankers' Bank of the West
02.2012 - 05.2020
- Provide support and education to internal as well as external customers
- Implementing network as well as security concepts
- Daily review of logs and information security reports
- Hardware maintenance on desktop as well as server equipment
- Back up to tier one support with internal and remote employees
- User administration and monitoring with Active Directory
- Monitoring and responding to Information Security events
- Lead for company's social engineering and training program
- Assisted with information gathering for internal and external audits
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions
- Installed software updates and vulnerability patches on servers and desktop systems to prevent possible threats from penetrating networks
- Maintained inventory of IT supplies by checking levels on weekly basis
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
- Wrote several articles for external customer newsletter
- Assisted with training of new IT employees as well as other department new hires
- Assisted with coordination of special projects as needed
Education
Speech Communications -
Indiana University
05.1994
Skills
- IT system management
- Hardware and software installation
- Technical analysis
- Hardware configuration
- Ticketing systems
- Active directory
- Computer updates
- Advanced troubleshooting
- Technical support
- Security protocols
Timeline
Level 2 Desktop Engineer
Ascend Technology Group
10.2023 - Current
IT Administrator
Kuert CONCRETE, INC
04.2021 - 06.2023
Branch Engineer
Gadellnet
06.2020 - 04.2021
IT Analyst
Bankers' Bank of the West
02.2012 - 05.2020
Speech Communications -
Indiana University
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