Saul Schimek has over 15 years of experience in customer service and technical support roles providing IT and administrative assistance. He currently works as a Client Technical Support Associate for Dell Information Services assisting multiple accounts. Previously he held roles in unemployment insurance claims processing and adjudication with the Nebraska Department of Labor, account management with Nelnet Corporation, and internet service technician positions with Windstream Corporation. Schimek has a Bachelor's degree in Criminal Justice and a diploma in Offset Press and Desktop Publishing.

1. Saul William Schimek
831 South 17th
Street, Apartment #3
Lincoln, Nebraska 68508
(402) 476-4014
saul.schimek@gmail.com
• Client Technical Support Associate, Dell Information Services, 2011 – Present
• Worked on Triumph Aerostructures account providing the following services:
• Reset of Local Area Network and SAP logins via SAP Admin database.
• Update and Maintenance of FootPrints Information Database for all TRIUMPH issues.
• Entered trouble tickets within Footprints for SAP and various hardware issues.
• Provided 1st
level support for issues regarding MS Office applications and Active
Directory
• Answered questions and routed issue tickets from Triumph email to appropriate sections.
• Acted as lead tech, dealing with 2nd
level call escalations when requests for a manager
were made and lead tech not available, assisted and supervised CTS’s, updated outage tickets, and
placed calls to the NOC office to determine potential outages.
•
• Worked on Multiple Accounts Service Desk account providing the following services:
• Active Directory password resets, AS400 Password resets.
•
• Worked on Department of Education Account/Federal Sudent Aid Account providing the
following services:
• Answer questions and routed issue tickets from DoED/FSA email to appropriate sections.
• Update and Maintenance of WordForge Information Database for all DoED/FSA issues.
• Entered trouble tickets within Remedy/OPAS for software and hardware issues.
• Provided 1st
level support for issues regarding MS Office applications, Remedy, Active Directory,
McAfee Whole Disk Encryption 7.0, PGP Whole Disk Encryption., and various other
applications.
• Office Clerk III, Medicaid Inquiry Line, Department of Health And Human Services, 2010
•
• Answer and resolve inbound calls from Medicaid Providers regarding the status of submitted
claims, client eligibility, and verification of provider payments utilizing multiple mainframe
computer jobs.
• Screen large amounts of medical claim forms for missing or incomplete data; affixing labels to
medical claim forms and prepare bulk mailings.
•
•
• Unemployment Insurance Adjudicator, Nebraska Department of Labor, 2009 to 2010
•
• Analyze benefit claims to obtain the necessary information to write legal formal determinations of
benefit eligibility.
• Process appeals from claimants and employers, explain procedures, assist in completion of appeal,
complete necessary documents, and data entry of transactions.
• Testify on behalf of Commissioner of Labor as necessary in Appeal Hearings. Investigate and
establish over payments of benefits to claimants to ensure that unauthorized benefits are not paid
and to comply with legal requirements relative to payment of Unemployment Insurance Benefits.
• Answer verbal and written inquiries from claimants, employers, and other agencies to explain
legal requirements and procedures pertinent to the Unemployment Insurance program and general
information.

2. • Interview claimants to determined continued eligibility for unemployment insurance benefits.
• Identifies barriers, verifies work search and refers to reemployment services through One Stop
offices.
• Retrieve, review and update claimant and employer information utilizing computer database
inquiries and computer data entry skills.
• Collect, validate and assemble completed claims and submit for imaging and archival storage.
• As directed by supervisor, file initial, additional and extended unemployment insurance benefits
by telephone.
• As directed, adhere to State, Department of Labor and UI Division policies and procedures.
•
• Unemployment Insurance Claims Specialist, Nebraska Department of Labor, 2009
•
• Receive telephone calls from claimants and process initial, additional, extended and reopen claims
by guiding individuals through the claim process.
• Receive and answer telephone inquiries from claimants, employers and other agencies and the
general public about the UI program by interpreting state and federal UI law, agency rules,
regulations, policies, procedures and guidelines.
• Complete and submit supplemental documents that pertain to social security inquiries, alien status,
federal claims and CWC.
• Process address changes, Personal Identification Number (PIN) resets, federal withholding,
duplicate 1099s, lost or stolen checks and complete data entry and coordination.
• As directed, adhere to State Department of Labor, and UI Division policies and procedures.
•
• Account Manager, Nelnet Corporation, 2007 to 2009
•
• Researched accounts. Responded to borrower emails regarding Customer Solutions
issues/questions Handled escalated e-mails from all of Customer Solutions by collecting
individual borrower account data, contacting the borrower, and researching the issue. Assisted
borrowers with account questions, performed customer service related requests via email and Web
chat.
• Entered and updated borrower information into the appropriate database system.
• Tracked research accounts and provided written documentation of outcome.
• Assisted in template creation. Maintained, monitored, and tracked operation of various external
customer email boxes. Identified trends in electronic traffic flow and service levels. Managed and
coordinated databases as appropriate; performed specified data analysis as requested.
• Developed reports in support of various internal and external communications to Customer
Solutions.
• Reviewed appropriate electronic communications to ensure accuracy and effectiveness of agent
• communications. Performed other duties as necessary.
•
• Internet Service Technician/ Internet Service Representative, Broadband Service
Representitive, Broadband Customer Care Center (BCCC), Windstream Corporation, 2000
to 2007
•
• Acted as Lead Tech, dealing with 2nd
level call escalations when requests for a manager were
made, assisted and supervised ISR’s, updated outage tickets, and placed calls to the NOC and
TAC offices to determine potential outages.
• Took inbound customer calls and routed to appropriate sections. Assisted customers in setting up
dial-up internet connections and e-mail programs on Windows 3.1-Millennium, Windows XP-
Vista, and Macintosh OS 7.5.5 and above.

3. • Assisted customers in setting up Asymmetric Digital Subscriber Line (ADSL) internet
connections and e-mail programs on Windows 95-Millennium, Windows XP-Vista, and
Macintosh OS 7.5.5 and above.
• Answered customer e-mail.
• Handled troubleshooting dial-up and ADSL connection problems. That included familiarity with
Windows Dial-up Networking settings and Network settings, as well as familiarity with Modem
and Ethernet card troubleshooting protocols.
• Did programming and troubleshooting of routers sent to the BCCC by customers to determine
hardware or software errors, and provided advice as to what corrective steps need to be taken to
resolve issues.
• Had experience in troubleshooting basic networks connected to broadband connections.
Dispatched physical line or network connection repair tickets as needed.
•
◦ Field Operations Supervisor, United States Department of Commerce, Bureau of the
Census, 1999 to 2000
◦
• Administered exams for the positions of Census Enumerator, Office Clerk, and other positions
within the Census Bureau.
• Was initial contact at various sites to set up advertising privileges for Census advertisements, as
well as to set-up testing sites for census exams.
•
• Governor’s Policy Research Advisor, Public Safety Division, 1998 to 1999
•
• Worked as inter-agency Policy Advisor between the Governor’s Office and all agencies under the
Public Safety Division, which included: the State Patrol, the Department of Correctional Services,
the State Fire Marshal’s office, the Crime Commission, and the Department of Motor Vehicles.
• Acted as a facilitator/coordinator between the Governor’s Office and extra-state agencies, i.e.: the
Office of Justice Programs, on subjects of interest to both parties.
• Answered constituent inquiries on the functions of any state agencies or the Governor’s position
on any given subject related to Public Safety via phone calls, e-mail, or letters.
• Reviewed and approved or disapproved legislative Rules and Regulations submittals, checking for
obvious procedural errors or controversial material.
• Reviewed files of parole & pardon petitioners and provided advice to the Parole & Pardons Board
on whether or not to parole or pardon a particular individual.
• Provided basic operating systems maintenance to staff on Win95 and Win98 PC’s.
• Worked on cleaning-up and streamlining Public Safety library for next administration, including
attaching previous legislation to relevant Legislative Proposals for ease of reference.
• Worked on the Policy Research Office Fact Book with regard to Public Safety issues for the new
Governor’s perusal.
•
• Nebraska State Patrol Criminal Identification Division Intern at Patrol Headquarters,
Lincoln, Nebraska, Summer, 1995.
•
• Worked on NCIC Systems.
• Filed fingerprints and learned Henry classification system.
• Typed and entered FBI reports, Field Officer reports, and Red Top Cards
• Filed photographs and learned to search via S.I.D., Social Security numbers, and other means of
classification.
•
•
• Community Activities:

4. • Lincoln Parks and Recreation, Lincoln, Nebraska, Summer 1991, 1993, and 1994.
• Performed maintenance and repair work on parks and recreational equipment.
• Cared for animals at Pioneers Park.
• Performed maintenance on equipment: Cushman ride-mowers, GMC 4X4 pickups, and various
hand-mowers and weed-eaters.
•
• Project Literacy, Lincoln, Nebraska, Summer, 1988.
• Served as Assistant Manager and Operator.
• Performed data entry on national computer network (Mitsubishi IBM-compatible) to update
mailings.
•
• Education:
◦ Bachelor of Science, University of Nebraska-Omaha, Omaha, Nebraska
•
• Criminal Justice Major with a History Minor
• Studied courses in White Collar Crime, Organized Crime, Public Organization and
Administration, Criminal Procedure, and Corrections.
•
• Offset Press and Desktop Publishing Diploma, Southeast Community College, Lincoln,
Nebraska.
•
• Additional Information:
•
• 1st
& 2nd
level support, 24x7, Analysis and Resolution, Computer skills, Continuous training,
Corrective actions, Customer call/email response, Customer contact, Customer feedback,
Customer focused, Customer interface, customer request tracking, Customer satisfaction,
Customer service, Customer support, Customer training, Diagnostic evaluation, End-user support,
Escalation process, Evaluate, Initial-point of contact, Inquiry/data-tracking, Internal/external
customers, Internet, Investigation, Microsoft OS, Mid-Level Troubleshooting, New hire training,
New process development, New technology/ system research, and testing, PC, Problem
correction, Problem identification, Problem isolation, Problem prioritization, Problem resolution,
problem-solve, Product installation, Protocol development, Relationship building, Report
preparation, Responds to questions, Root cause analysis, Self-Study, Service documentation,
Service orders, Service restoration, Status report, Technical expertise,
technical/product/administrative issue resolution, Telephone etiquette, Test, Training curriculum.