Payton Gloschat

Industry certified IT Professional

Banner Health
October 2022 - Present

IT Technician I

• Assists customers with installation, configuration, ongoing usability of desktop related endpoints and software complying with given standards and guidelines to include onsite, remote, affiliates and partners.
• Follows standard procedures to perform basic desktop troubleshooting, request fulfillment and other support activities, escalating issues to IT Tech II, IT Tech III, or IT Coordinator as appropriate.
• Within a 30 day span, closed 296 incidents with a SLA compliance of 99.32%, significantly contributing to the overall 97.7% service area SLA performance for the team.
• Manages an active inventory of 200+ endpoint machines, ensuring they are up-to-date, accurately tracked in Asset Management, and ready for service for other technicians to use.
• Assists in need assessment recommendations through the appropriate investigation of specific customer and departmental computing needs.
• Successfully integrated a PowerShell automation script into the imaging workflow, enabling automatic updates of group policies and driver installation, resulting in a streamlined and error-free imaging process that improved overall productivity.
• Documents all actions of end-user requests and/or problem resolution using ServiceNow.

Wells Fargo
January 2022 - October 2022

Technology Operations Associate

• Fielded inbound helpdesk calls for the internal Wealth Investment Management arm of Wells Fargo.
• Followed standard procedure for desktop support, primarily servicing Office 365 applications, mobile devices, as well as 2FA support, escalating issues to necessary teams as appropriate.
• Worked closely with team members to ensure call metrics were met.

JPMorgan Chase
February 2021 - December 2022

Associate Banker

• Assisted clients with their banking needs such as reordering a debit card, setting up a direct deposit or helping update their address while maintaining established control standards.
• Ensured financial transactions were completed accurately and efficiently while complying with regulatory agencies and bank procedure.

Cisco Certified Network Associate (CCNA)

Industry Certification

CompTIA A+

Industry Certification

Bob Jones High School

Diploma

Network troubleshooting; desktop imaging; inventory management; OSI Model; TCP/IP; IPv4/IPv6; Active Directory; Office 365; RSA SecurID; ServiceNow; mobile device support; desktop hardware troubleshooting; customer service