Alex Schaetter

6 Drought Cross, San Antonio, TX 78240
T:  210.213.6999  E: aschaetter
@gmail.com

Capable and determined IT specialist seeking to provide users with a stellar support experience, and to expand technological and communication skills by working with a highly skilled team of professionals.

Skills

  • Consistent record of success in all facets of remote and in-person support through the use of exceptional interpersonal skills, precise troubleshooting methods, creative problem-solving abilities, and timely documentation through use of a ticketing system.
  • Experienced with Windows XP, 7, 8, and 10, Server 2008, 2008r2, 2012, and 2012r2.
  • Confidently designs and maintains network infrastructure using subnetting/supernetting, static and dynamic routing protocols, VLANs, VTP, STP, DNS, DHCP, and VPN tunnels.
  • Currently running a 2012r2 level domain, Exchange 2013, Ubiquiti EdgeLite routers, Cisco 1841, Cisco 1760-v with CME 4.1, OpenWRT based APs, and Cisco Catalyst Express switches at home to continually sharpen technical skills and provide useful services to family members.

Experience

RSS, Head Trainer, United Services Automobile Association (KForce), San Antonio, TX

November 2016 - Present

  • Diagnoses issues with connectivity and hardware for employees that work outside of an office.
  • Monitors performance of DMVPN hubs, vSphere clusters, and Citrix gateways to alert proper teams when issues arise.
  • Leads new hire training classes for new RSS technicians, and runs weekly training courses.

Network Services Specialist I, Security Service Federal Credit Union, San Antonio, TX

April 2016 - October 2016

  • Provided first line of support to corporate and branch employees, and travel on-site for any issues that cannot not be resolved remotely.
  • Assisted Network Services team with moving data center to new location.
  • Assisted database teams with the migration of several MSSQL databases.
  • Assisted with moving roughly 600 employees to new corporate headquarters.

IT Consultant, Cooper-Lochte Landscape Architecture, LLC., San Antonio, TX

July 2014 - Present

  • Designed and implemented dependable, cost-effective network and server infrastructure that follows Microsoft best practice guidelines to provide secure access to business-critical databases and company documents.
  • Reduced annual off-site backup expenses by 75% through the implementation of folder redirection and roaming profiles to centralize company data on a single raid1 array for off-site backups.
  • Provides day-to-day support including password management, application troubleshooting, hardware monitoring, patch management, and workstation repair or replacement.

Level 1 Support Agent, Resonant Technology Partners, San Antonio, TX

July 2013 - July 2014

  • Led team of three technicians responsible for maintaining Barracuda and Zenith BDR backup appliances across 45+ client sites, and ensuring that data replicated from client sites to appropriate off-site locations for emergency disaster recovery.
  • Implemented Check Point Endpoint Security with full disk encryption on 297 workstations to ensure client is  HIPAA compliant, and provided fellow technicians with internal training  documents for Check Point protected device administration and troubleshooting.

Computer Nerd, ComputerNERDZ!, San Antonio, TX

May 2012 - July 2013

  • Provided software troubleshooting, virus/malware removal, hardware diagnostics, component repair/replacement, system upgrades, and end-user training to home and business clients in-store and on-site throughout the San Antonio and Austin areas.
  • Scheduled on-site service dispatches based off  the reported issue or service request to ensure the strongest technician for the job will arrive promptly and address client concerns on the first visit.
  • Supervised two San Antonio in-store technicians and up to 10 on-site technicians.

Webmaster/Web Developer, EntertainMart, Plano, TX

November 2011 – February 2012

  • Designed, built, and maintained several small websites using HTML, PHP, and AJAX for EntertainMart and its sister stores in the DFW metroplex.
  • Identified concerns uncovered through testing and customer feedback, addressed technical issues promptly, and referred non-technical concerns to the appropriate personnel.
  • Collaborated with management on website visual design choices and e-commerce strategies to implement.

TJX Tier 1 Internal Support Agent, Fujitsu, Richardson, TX

July 2010 – July 2011

  • Answered service calls for issues with payment processing systems, cash office software, and cash register software at TJX stores in the US and Canada.
  • Provided store managers with initial hardware diagnostic steps to perform in the store, ordered appropriate replacement parts based on diagnostic results, and scheduled technician dispatches.
  • Consistently ranked in the top 30% of agents for call handle time and ticket completion by working 40-60 tickets per shift to a resolution or escalation.

Education

Collin College, Plano, TX

August 2009 - June 2012

Completed coursework towards computer science degree; working toward pre-requisites.

University of Texas at Dallas, Richardson, TX

June 2008 - May 2009

Completed coursework towards computer science degree; working toward pre-requisites.

Smithson Valley High School, Spring Branch, TX

August 2004 - May 2008

Graduated on the Texas Recommended Plan. Participated in concert and marching band, woodworking club, and Technology Students of America.

Professional Certifications

  • Cisco - CCENT, CCNA Routing and Switching
  • Microsoft Certified Professional - MS70-687
  • CompTIA - A+ and Security +

Awards

& Honors

   

  • Boy Scouts of America - Eagle Scout
  • Technology Students of America - ‘07 Best in State: Websites