Bruce Wilke
Fuquay Varina
Summary
Dynamic IT Analyst with a proven track record at New Era, excelling in IT troubleshooting and customer support. Enhanced user experience through tailored solutions and effective communication. Recognized for resolving complex technical issues swiftly, boosting client satisfaction significantly while fostering a collaborative team environment.
Professional IT specialist with significant experience in systems analysis, troubleshooting, and technology solutions. Adept at fostering team collaboration and ensuring project success through adaptable approaches. Strong skills in network management, cybersecurity, and data analysis. Reliable and results-driven, ready to make impactful contributions to any organization.
Overview
26
26
years of professional experience
Work History
IT Analyst
New Era
02.2012 - Current
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
Serive Tech/ Manager
Southern Security
04.2005 - 04.2011
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Service Technician
Norment Security Group Inc.
06.1999 - 04.2005
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
Education
No Degree - Computer Electronics
Central Texas College
Killeen, TXNo Degree -
Computer Careers.com
Raleigh, NC06-2012
GED -
Central Texas College
Killeen, TX04-1982
Skills
- IT troubleshooting
- Customer support
- Risk assessment
- Network administration
- IT asset management
- Troubleshooting
- Excellent communication
- Problem-solving
Timeline
IT Analyst
New Era
02.2012 - Current
Serive Tech/ Manager
Southern Security
04.2005 - 04.2011
Service Technician
Norment Security Group Inc.
06.1999 - 04.2005
No Degree - Computer Electronics
Central Texas College
No Degree -
Computer Careers.com
GED -
Central Texas College
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