1. ZACH MAGGARD
6226 Rockdale court, Burlington, KY 41005 | (H) 859-537-6639 | zach.maggard@gmail.com
Professional Summary
PC tech and Help Desk Analyst with over 7 years of experience with on-site and remote troubleshooting and
repairs while also having a strong background in customer service. Successfulhistory of being able to troubleshoot
and resolve multiple issues with hardware, software, and networks both quickly and efficiently. Currently studying
for A+ and Sec+ certification testing.
Skills
Software: Mimecast, Symantec Enterprise, McAfee Hardware: Setting up, reimaging, and replacing
Enterprise, Malwarebytes, CA Service Desk Manager, hardware all manufacturers of desktops, laptops, tablets,
Assyst, and ServiceNow ticketing systems, Tomcat, smartphones, and printers, Cisco IP Phones
Active Directory, Event Viewer, Bomgar, Windows Networking: Active Directory – Add/remove/change
Remote Desktop, Chrome Remote Desktop, and Team group access, disable accounts, reset password/unlock
Viewer, Citrix, Cisco Agent Desktop, IP Communicator, account, wireless routers, power line kits, VOIP, Cisco
and Jabber, Autonomy Connected Backup, Adobe AnyConnect VPN, monitoring and managing multiple
Reader, Java, Internet Explorer, Chrome, and Firefox user accounts and devices on separate domains.
web browsers, Windows XP-Windows 10, Microsoft
Outlook 2007-2016.
Work History
Counter Intelligence Agent 08/2008 to Current
Best Buy (Geek Squad)
Responsible for performing carrying out the scope of work on all devices checked into Geek Squad based on
the services purchased.
Maintain an organized workflow based on priority issues and working aged tickets first in order to maintain
SLAs and customer satisfaction.
Senior Counter Intelligence Agent 10/2011 to 10/2012
Best Buy
Manage productivity and metrics for the Geek Squad department and create weekly employee schedule.
Ensure all Geek Squad employees are fully trained, following standard operating procedures, and provided
with necessary resources to perform job duties.
Act as a resource for employees on complex issues with repairs, processes, or customers.
Tested and evaluated protective software to improve performance and usability.
Diagnosed system hardware and software problems using advanced root-cause analysis.
Level I Tier II Service Desk Analyst 10/2013 to Current
Pomeroy Infrastructures Optimized – Hebron, KY
Provide technical support for direct employees of the company via phone, email, and chat services in a help
desk environment.
Use knowledge base and share point sites as resources for troubleshooting to resolve or escalate issues.
Aware and actively working towards meeting all SLA agreements.
Assist with software and hardware deployments.
Provide administrative support through active directory to manage users and computers on the corporate
domain.

2. Diagnosed system hardware and software problems using advanced root-cause analysis.
Communicated with vendors to resolve network outages and periods of reduced performance.
Kept up-to-date on new developments in computer and network vulnerabilities, data hiding and encryption.
Documented all server and network problems and other unusual events in detail.
Regional Sales Representative 10/2012 to 09/2013
Cellular Sales - Verizon Wireless Premium Retailer
Salesman for 8 different Verizon locations based off of a draft schedule.
Drive in-store sales while also being self-motivated to represent the brand outside of store to set up
appointments and outside sales.
Maintaining product and service knowledge in order to assist customers and troubleshoot all issues with
devices and accounts.
Certifications
HDI Service Desk Analyst