RogeR FoRsch has over 20 years of experience in desktop support, network support, hardware and software troubleshooting. He has worked in various roles such as helpdesk supervisor, field support tech supervisor, and 3rd level helpdesk analyst. He has supported organizations such as HEB, San Antonio Water Systems, Smartsource Technical Services, Peak Systems, Avid Technologies, Coca-Cola, Capital Group, Texas Youth Commission, USAA, and World Savings/Wachovia. He has extensive experience with Windows, Microsoft Office, networking, security clearance and various troubleshooting systems.

1. RogeR FoRsch
78 LYNWOOD
SPRING BRANCH
TEXAS, 78070
210-364-5152
RFORSCH@GVTC.COM
SKILLS:
Twenty years experience with the following: Desktop Support, Network Support, hardware, printer, and software troubleshooting. Set up, and
upgrade both hardware and software on PC, Laptop, and Server. Microsoft Windows 95, 98, ME, NT, 2000, XP, Vista, 7, 8, 10, CE, and Mobile.
Microsoft Office 2000, 2003, 2010, and 2016. Pop3, Exchange, Instant Messenger, Office Communicator, Lync, Active Directory, DNS, DHCP,
Net
meeting, Webex, DOS, all Symantec products, VPN, all versions of Internet Explorer, Wireless Networking, and SCCM. Setup and maintain various
types of PDA’s and smartphones, including multiple brands and versions of Palm, Blackberry, Android, iPhone and Microsoft Pocket PC. Also,
Apple and Android tablets. Help desk ticketing systems, to include, but not limited to, Mercury, Remedy, Footprints, Infra, Servicenow, Cherwell
and HPSM. Fifteen years field support experience. Ten years Helpdesk Supervisor experience. Possess Department of Defense Security Clearance.
Sccm and Bomgar experience.
EDUCATION:
San Antonio College and University of Maryland
Computer Information Systems
Courses included Novell, Windows, Networking LAN, and WAN.
Completed A+ Certification training.
EXPERIENCE:
HEB Helpdesk Supervisor 10/98-
Present
Supported all employees with printer, pc, network, VPN, point of sale, and telephony related issues using Bomgar remote help. Troubleshoot all
problems with hardware, software, printers and networks. Logged incoming calls on Help Desk tracking system (Service desk and Mercury), as well
as documenting all troubleshooting activity and follow-up resolutions. Worked in Windows 95, 98, NT, 2000, XP, Vista, 7, 8, 10, Dos, Microsoft
Office, Novell, and Lotus Notes. Troubleshooting in person and by phone. Setup and installed upgrades, hardware and software. Password resets.
Contacted vendors for support on point of sale systems. Provided on-going training to all users on Microsoft applications. Responsible for operating
helpdesk on weekend nights with 6 employees.
San Antonio Water Systems Helpdesk Supervisor -Contracted thru 22nd
Century Technologies 09/16-
Present Ensured that clients receive technical support services and supervise help desk personnel. Oversaw timely delivery of quality technical
support service to internal clients. Technical support duties such as answering telephones, communicating with clients, diagnosing hardware and
software malfunctions, troubleshooting problems, replacing hardware and installing new software on clients' machines. Also, determined personnel
requirements, setting schedules and insuring that staff have adequate resources to complete their jobs. Provided onsite repair and upgrade services in
a Windows7 environment for different users. Maintained ticket triage for both over the phone and web tickets. Primary duties included managing
day-to-day call center activities, running reports, managing staff, scheduling, queue management, and responding to customer requests. Supported
10,000 employees with issues pertaining to laptops, desktops, tablets, printers, network, hardware, software, and cell phones issues. Investigated and
resolved performance issues demonstrating strong diagnostic skills across multiple platforms. Proactively identified potential areas for system
outage and initiated analysis and resolution. Handled management of customer interactions, provision of quality assurance, and handling of issues,
problems and master tickets. Coordinated and implemented change control in collaboration with technical teams.
Smartsource Technical Services Field Support Tech Supervisor 01/14-
Present Improved productivity and eliminated redundancies by instituting new technical support and training procedures that were implemented
across organization. Tasked with working across wide range of departments, Level I, II, and III technical engineers to ensure customer satisfaction.
Provide senior management with monthly reports. Worked directly with wide range of internal and external clientele to provide technical expertise.
Assessed, documented, and resolved customer issues via phone, e-mail, and on-site consultations. Reported any outstanding issues to manager.
Tasked with training new hires in company-wide policies and procedures. Charged with personally handling all technical contact with key accounts.
Implemented and completed several projects concerning laptop, desktop, and printer rollouts.
Peak Systems Field Support Tech Supervisor 06/11-
Present
Provided onsite repair and upgrade services in a Windows 2000/XP/Vista/Windows7 environment for different users in different cities. Installed and
configured computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware. Pulled cables and wires and
directed the wiring of cables as required. Troubleshot problems with computer systems, including troubleshooting hardware and software, e-mail,
network and peripheral equipment problems. Made repairs and corrections, when required. Experience in Windows 2000/XP/Vista/Windows7
migration and deployment process and migration troubleshooting issues. Experience in desktop hardware, operating system, applications and
peripheral device deployment, troubleshooting and break-fix. Ability to troubleshoot peripheral device installation and configuration issues and
applying solution. Strong in Windows 2000/XP/Vista/Windows7 operating system, problem analysis and solving capabilities. Experience in desktop
build creation process using various imaging building tools.

2. Avid Technologies Field Support Tech Supervisor 01/03-
08/16
Provided onsite services for point of sales, small business needs for IT, server installs, networking setup and maintenance, complete rollout
management. Troubleshoot and resolve hardware/software problems. Experience in Windows operating Systems (Win2000/XP/vista/7 & 8) in a
domain environment. Responsible for systems and network administration including setting up new PCs, computers and distribution groups,
software installations, upgrades and troubleshooting, user support, integrating existing applications, and the ability to manage multiple projects and
open support related issues. Frequent interaction with corporate, operations, and administrative level staff. Proficient in computer system
diagnostics, troubleshooting, maintenance, upgrades, active directories, Microsoft operating systems and Microsoft office.
KCI Deployment Coordinator-Contracted thru Modis 04/15–
08/15
Document and communicate root causes affecting performance. Document and communicate key milestones for effective strategy execution.
Formulate and execute escalations for projects with major issues to senior management, and direct follow-up via reports or project team members.
Create work schedules and rotate overtime requests for maintenance team and provide feedback on work performance. Provide support data for
possible project creation for the next fiscal year. Predict emerging customer needs and develop innovative solutions to meet them. Participate in the
development of business strategy. Develop detailed project plans in support of IT projects. Oversee user experience for deployed users to ensure
satisfaction. Acts as final liaison of QA for all deployments and manage any and all escalations. Managed, developed, and evaluated projects
utilizing accepted project management methodologies. Initiated projects, obtained authorization and commitment, and demonstrated business need
and project feasibility. Developed criteria for evaluating programs, proposals, and other pertinent information related to project assignments.
Monitored and managed project qualities to ensure project deliverables are acceptable and fulfilled the terms of the project contract or specifications.
Identified potential project risk and difficulties, and designed strategies to mitigate or avoid them. Communicate and explain project methodology
and processes to interest groups and team members. Formulate and provide recommendations regarding appropriate performance metrics to senior
leadership. Manage, schedule, and follow up with internal clients, support staff and vendors to ensure exemplary and timely service has been
performed. Oversee projects and direct staff to complete necessary tasks. Test and evaluate hardware and software for efficiency and compatibility
with existing network systems. Serves as a liaison with contract providers to ensure participation is consistent with program, legal, and fiscal
requirements. Provide reports and inventories of current and proposed agreement impacts on department budget.
US Army Medical Information Technology Center (USAMITC) 3rd
Level Helpdesk- Contracted thru Inserso 10/14-01/15
Provide desktop support to remote users. Worked with Active Directory. Documented and tracked trouble calls to final resolution in Remedy trouble
ticketing System. Created, updated, monitored, and assigned Remedy tickets. Followed priority matrix for Service Desk. Remote diagnostics and
troubleshot client workstations. Used Remote Desktop, BOMGAR and Dameware. Analyzed information and evaluated results to choose the best
solution to solve issues. Used logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to
problems.
Coca-Cola 3rd
Level Desktop support/Help Desk Analyst-Contracted thru The Intersect Group 04/14-
07/14
Help Desk Support role deploy, monitor, and maintain user workstations, operating systems, and software. This includes installing, configuring,
maintaining, supporting, testing and optimizing all aspects of the hardware, software, and workstation configurations. Contributed to the planning,
testing and deployment of the company’s internal applications and application enhancements as well as identifying, packaging and deploying
software and hardware updates via System Center Configuration Manager 2012 (SCCM). Primarily responsible for help desk and user support.
Also analyzed and resolved end user hardware and software computer problems in a timely and accurate fashion, and provided end user training
where required.
Capital Group 3rd
Level Desktop support/Help Desk Analyst- Contracted thru Randstad Technologies 10/13-04/14
Supported users with MS Office products within Windows XP and 2000 operating systems. Accustomed to high call volume, and have the ability to
provide first, second, and third level technical support independently. Provide advanced support services, on a rotating schedule. Duties also
included the setup and support to customers. Conveyed technical solutions in a clear and concise manner. Undertaking analysis diagnosis and
resolution of client problems via phone, e-mail, and Lync messaging. Quickly responding to customer enquiries and concerns, and escalating
unresolved problems to other support staff. Creating and maintaining incident tickets and problem records in Remedy ticketing software.
Continuously reviewing performance against Service Level Agreements. Setting up new user’s accounts and profiles and dealing with password
issues. Monitoring IT network to ensure availability to all users. Other duties as assigned.
Texas Youth Commission Network Specialist III 06/08-
06/11
Provided first, second, and third level support for 200 users at different locations, and in different cities. Installed and administered routers, switches,
servers, and pc’s. Administered, maintained, and performed troubleshooting on email accounts. Installed and terminated Category 5 cable as needed.
Maintained inventory for computer equipment that has been issued to staff. Maintained system backups. Provided on-going training to all users on
various applications. Provide technical support for all remote access users. Logged incoming calls on Help Desk tracking system (Footprints) as well
as documented all troubleshooting activity and follow-up resolutions. Setup and maintained various types of PDA’s, including multiple brands and
versions of Palm, Blackberry, Treo and Microsoft Pocket PC.
USAA 2nd
Level Help Desk-Contracted thru Teksystems 11/07-
05/08
Supported all employees with printer, pc, network, VPN, and telephony related issues. Troubleshoot all problems with hardware, software, printers
and networks. Logged incoming calls on Help Desk tracking system (Infra) as well as documenting all troubleshooting activity and follow-up

3. resolutions. Worked in Windows 2000, XP, Vista, Microsoft Office, and several proprietary applications. Troubleshooting over the phone and in
person. Setup and installed upgrades, and software. Password resets. Provided on-going training to all users on several applications.
World Savings/Wachovia 2nd
Level Help Desk-Contracted thru Teksystems 09/06-
06/07
Supported all employees with printer, pc, network and telephony related issues. Troubleshoot all problems with hardware, software, printers and
networks over the phone. Logged incoming calls on Help Desk tracking system (Remedy) as well as documenting all troubleshooting activity and
follow-up resolutions. Setup printers locally, shared, and networked. Used Netmeeting to attach to pc’s and troubleshoot. Added pc’s to domain.
Password resets. Contacted vendors for support on phones, printers, Pc, and servers. Intranet and internet support. Setup and installed software
upgrades. Worked in 2000, XP, Office, Instant Messenger, Exchange and Dos. Provided on-going training to all users on Microsoft applications.