Bret Hermsen

Bret Hermsen

Service Desk Technician at National Research Corporation

Location
Lincoln, Nebraska (Lincoln, Nebraska Area)
Industry
Information Technology and Services

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Bret Hermsen's Overview

Current
Past
  • Internet Technical Support Specialist at Alltel
  • Supervisor at Alltel
  • Project Assistant at Alltel
  • Support Specialist at Aliant Communications
Education
Connections

176 connections

Bret Hermsen's Experience

Service Desk Technician

National Research Corporation

Public Company; 201-500 employees; NRCI; Hospital & Health Care industry

June 2012Present (2 years 4 months) Lincoln, Nebraska Area

Deskside and remote computer support
Building and maintaining computer images
Bomgar appliance administration
McAfee ePO administration
Microsoft SCCM administration

Client Technical Support Sr. Associate

Dell

Public Company; 10,001+ employees; DELL; Information Technology and Services industry

June 2011May 2012 (1 year) Lincoln, Nebraska Area

Provide technical phone, email and remote support for client employees
Provision client employees on Blackberry Enterprise Server
Create and update knowledge base articles
Push install software on client employee computers

System Analyst

Lincoln Public Schools

Educational Institution; 1001-5000 employees; Education Management industry

June 2006March 2011 (4 years 10 months) Lincoln, Nebraska Area

Installed, repaired and upgraded Mac OS X Servers
Provided on-call support of Solaris, Linux and Mac OS X servers
Developed and maintained Nagios/Icinga monitoring system for network servers and devices
Assisted network manager in setup, maintenance and installation of Cisco switches, WAPs and VPN
Assisted with DNS and DHCP administration
Assisted with user, group and computer maintenance in Active Directory

System Specialist

Lincoln Public Schools

Educational Institution; 1001-5000 employees; Education Management industry

August 2004June 2006 (1 year 11 months) Lincoln, Nebraska Area

Provided technical phone and remote support for district personnel
Set up, repaired and upgraded computers for district personnel
Maintained computer training labs at district central office
Maintained district mailing list server
Maintained district Help Desk ticketing system

Internet Technical Support Specialist

Alltel

Privately Held; 501-1000 employees; Telecommunications industry

August 2001August 2004 (3 years 1 month) Lincoln, Nebraska Area

Provided second-level technical support to first-level phone representatives and field technicians
Handled problem escalations dealing with dial-up, ADSL and dedicated access customers
Provided initial and ongoing technical training to first-level phone representatives
Interfaced with engineering, marketing, and other customer service groups within the company

Supervisor

Alltel

Privately Held; 501-1000 employees; Telecommunications industry

May 2000August 2001 (1 year 4 months) Lincoln, Nebraska Area

Provided third-level technical support to first- and second-level technicians
Handled problem escalations dealing with dial-up, ADSL and dedicated access customers
Handled scheduling and supervision of first- and second-level technicians
Monitored first- and second-level technicians for technical call quality

Project Assistant

Alltel

Privately Held; 501-1000 employees; Telecommunications industry

March 1999May 2000 (1 year 3 months) Lincoln, Nebraska Area

Provided second-level technical support to first-level technicians
Handled problem escalations dealing with dial-up and dedicated access customers
Handled scheduling and supervision of first-level technicians

Support Specialist

Aliant Communications

Public Company; 5001-10,000 employees; BA.UN; Telecommunications industry

November 1997March 1999 (1 year 5 months) Lincoln, Nebraska Area

Designed Navix Internet access software
Designed and implemented a network monitoring system
Set up and maintained help desk computers
Provided support and troubleshooting for frame-relay customers
Provided assistance to customers in setting up and troubleshooting dial-up networking connection

Bret Hermsen's Certifications

  • A+

    • CompTIA
    • March 2012 to March 2015
  • Bomgar Representative Essentials

    • Bomgar University
    • October 2012 to October 2015
  • ITIL 2011 Foundation Examination

    • APMG-International
    • August 2013 to August 2016

Bret Hermsen's Skills & Expertise

  1. Computer Hardware
  2. Troubleshooting
  3. Cisco
  4. Windows
  5. Mac OS X
  6. Linux
  7. Customer Service
  8. Mac
  9. Unix
  10. Servers
  11. System Administration
  12. XP
  13. Operating Systems
  14. Microsoft Office
  15. Windows 7
  16. Windows 9x
  17. Bomgar
  18. iOS
  19. McAfee
  20. Desktop Deployment
  21. Service-Now
  22. Cisco Technologies
  23. OS X
  24. Software Installation
  25. DNS
  26. Networking
  27. VPN
  28. Software Documentation
  29. DHCP
  30. Help Desk Support
  31. Windows XP
  32. Access

View All (32) Skills View Fewer Skills

Bret Hermsen's Education

University of Nebraska-Lincoln

B.S, Computer Science

19941998

Activities and Societies: Residence Hall Senator Residence Hall President Circle K Member

University of Missouri-Rolla

19931994

Activities and Societies: Residence Hall Senator

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