Drew Borland

Experience

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  Muskego-Norway School District

  Aug 2014 - Aug 2016

  Head Lifeguard

  • Direct and enforce pool rules and safety concerns to swimmers.• Manage financial decisions and provide security to individuals in the pool area.• Watch over a pool alone with up to 50 swimmers at a time.• Clean the pool deck and changing rooms and provide a pleasant pool experience.

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  Princeton Club - New Berlin

  Jan 2015 - May 2017

  Lifeguard

  • Enforce pool rules and safety concerns to members daily and correct unsafe behaviors.• Train new Lifeguards and teaching essential skills unique to the pool. • Assist handicapper members in and around the aquatics center. • Providing medical aid to diverse individuals injured in the health center.

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  Schoeneck Containers, Inc.

  May 2017 - Aug 2017

  Machine Operator

  • Worked with various engineers to make sure the machinery operated at maximum efficiency. • Followed orders from mechanics repair damaged machinery and improve production rate. • Inspected various plastic containers to ensure customer satisfaction. • Worked with machinery and Databases to ensure the plastic product was produced at an efficient rate.• Working quickly and effectively when machinery goes wrong to prevent bottleneck effects in production lines. Show less

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  University of Wisconsin-Whitewater

  Aug 2017 - May 2020

  IT Support Technician

  -Managed the Media Lab, overseeing the check-in/out process of equipment from the school’s inventory.-Addressed general IT questions and concerns, providing technical support and troubleshooting for students.-Assisted students with equipment inquiries and repairs, ensuring all devices were in optimal working condition.-Delivered top-tier customer service by managing incoming calls and transferring them to the appropriate departments.-Monitored printers, scanners, and network devices across the UW-Whitewater campus, proactively identifying and resolving issues to support student needs. Show less

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  ODW Logistics

  Apr 2018 - Feb 2019

  Consolidation Manager

  -Operated the Consolidation Desk, overseeing outbound faculty and coordinating the shipment of orders via outgoing freight.-Managed incoming calls for urgent orders, addressing issues with shipped products and resolving missed pick orders.-Trained new hires on the processes of picking and packing orders, ensuring adherence to company standards.-Assisted in loading trucks efficiently, maintaining productivity in a time-sensitive environment.-Handled complex communication scenarios, facilitating seamless collaboration between pickers and packers.-Prioritized orders based on customer requests, optimizing picking and packing workflows.-Led the picking and packing team, successfully managing varying workload volumes and consistently meeting ODW deadlines. Show less

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  Wimmer Communities

  May 2018 - Sept 2020

  Corporate IT Analyst

  -Supported and updated the ERP system (YARDI) for all locations, including Regency Healthcare.-Onboarded new users by utilizing automation tools for imaging desktops and corporate laptops, and conducted onboarding training for Wimmer Communities.-Traveled to Wimmer property management offices in the greater Milwaukee area to troubleshoot onsite issues.-Maintained IT inventory and assets, ensuring compliance with budgetary requirements.-Provided hardware and software support for Windows XP, Windows 7, and Windows 10 clients using RDP, ConnectWise, UltraVNC, and FortiClient.-Served as the main point of contact for the IT Helpdesk and Call Center for Wimmer employees.Installed and diagnosed personal and network peripherals, including printers, scanners, and all-in-one devices.-Assisted the IT Manager with wiring, patch cabling, and testing connectivity for new Wimmer properties.-Shadowed the IT Manager on switch, firewall, and server configurations.-Collaborated with the web development team on integrating Wimmer with Zillow, Realtor.com, and Apartments.com, enhancing the customer experience.-Utilized Microsoft Intune for mobile device management for Property Manager phones and property Ipads. Show less

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  Metal-Era LLC

  Sept 2020 - Jun 2022

  System Support Analyst

  - Created preventative action requests to reduce recurring outages, decreasing outages by 33.33%. Removed malware, ransomware and other threats from laptops and desktop systems to enhance system security.-Satisfied 1000+ help desk tickets within 4 months after official help desk implementation for internal and external users.- Provided technical support for computer-related problems through email, telephone and hands-on assistance and for customers accessing various websites and quoting platforms.-Upgrade internal software and customer websites and providing detailed and up to date guides held in the Knowledge base.- Improve customer facing API's and work with 3rd party web development team to improve customer and employee efficiency and shorter turn around times.-Collaborated with vendors to locate replacement components and resolve advanced problems.-Enhanced user onboarding experience through the use of automation tools and remote installation software, resulting in a 45% reduction in new user ticket requests.-Collaborated with shop floor employees to enhance technology literacy and basic understanding, empowering users to resolve minor technology issues independently.-Conducted monthly user surveys to maintain a satisfaction score of 85% or higher, ensuring all concerns are addressed and improvements are implemented.-Engaged with various departments quarterly to streamline workflows, significantly reducing process times and enhancing overall efficiency for users and applications.-Curated and executed extensive Office 365 training initiatives, boosting staff proficiency and operational efficiency by 30%, underscoring a profound mastery of MS Office 365 and a dedication to perpetual improvement and team empowerment. Show less

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  Ruekert & Mielke, Inc.

  Jun 2022 - Sept 2023

  Information Technology Analyst

  -Designed efficient IT systems and workflows to align with business and technology needs.-Enhanced help desk request processes by implementing Atera, a formal helpdesk software, training staff on its usage, and improving communication flows to appropriate channels.-Spearheaded best-in-class customer service for incoming calls, emails, and tickets for internal and external users.-Reduced overall ticket volume by 35% through the creation and implementation of an R&M Knowledge Base.-Investigated system issues and implemented effective solutions to reduce downtime and enhance user efficiency.-Refined the user onboarding process to ensure smooth transitions for new employees and summer interns.-Served as the primary Office 365 administrator, customizing applications such as Outlook, Word, Excel, CRM, Power BI, and Microsoft Access.-Conducted security and application training sessions for staff to improve awareness and proficiency in IT protocols and organizational procedures.-Utilized ITSM tool (JIRA) for IT project management, ensuring timely implementations and addressing roadblocks.-Managed IT hardware inventory, hardware life-cycling, and software licensing, finding synergies in redundant applications.-Developed and maintained local and wireless networks across branch offices.-Monitored and maintained on-site databases, servers, firewalls, and system security.-Traveled to branch offices as needed to install or troubleshoot IT-related issues. Show less

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  MTL Holdings, LLC

  Sept 2023 - Dec 2024

  IT Manager

  - Led the resolution of complex technical issues across three campuses, enhancing system reliability for 215 employees and over 75+ applications, by implementing strategic troubleshooting protocols.- Create and refine service desk processes, procedures, and policies to provide reliable, top-tier support for field, corporate, shop, and remote sales employees throughout the MTL portfolio.- Gather and act upon feedback from customers and internal employees to implement process and application improvements effectively and promptly.- Primary liaison for communication across all sites, managing announcements regarding upgrades, outages, and planned events.-Spearhead a dynamic IT team, elevating system reliability and user satisfaction by over 50% across the organization.-Fostered a culture for energetic documentation of business applications and APIs.-Assisted the dynamic IT team by removing roadblocks, offering insights on issues and projects, and providing strategic guidance.- Led continuous improvement objectives across departments and campuses improving work flow efficiency.- Delegate and prioritized IT requests and issues, ensuring proper routing to appropriate channels and facilitating communication with third-party vendors and internal staff.-Oversee Network devices and performance across all locations, managing equipment upgrade cycles to ensure optimal functionality.-Provide exemplary customer service to internal and external users by addressing troubleshooting issues, IT requests, and website development suggestions. Show less

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  Hydrite

  Dec 2024 - now

  IT End User Services Team Lead