SUMMARY:

• Skilled IT Technical Support, Helpdesk and Desktop/Server professional with more than 8 years of experience
• Demonstrated experience supporting users in Windows 7/10, Microsoft Office, Windows Server Administration
• Skills include more than 4 years of Active Directory support and DNS/DHCP/SNMP Networking within Windows Server
• A strong conceptual understanding of how networks operate and apply practical knowledge to maintain network reliability
• Refined verbal and written communication skills; equally confident interacting with management, customers, vendors, co - workers and self-directed work groups; ability to provide a technical solution to a non-technical audience - Consistency, accuracy and eye-for-detail; can follow complex instructions without supervision, Ability to instill quality in every aspect of the job function, persistent analytical skills
• Ability to assist in the rapid assessment of both the nature and severity of helpdesk issues and initiate calls to various support organizations as needed; proactively monitors environment to provide stable, dependable services across multiple platforms
• Identification of root cause, resolution, work-around, testing & implementation of vendor / IT fixes or design changes
• Able to map technical solutions to business challenges, can lead, take ownership and manage the implementation of a solution
• Self-managing, self-directing, and maintains knowledge of current trends and developments in the field. calm, patient under pressure

COMPETENCIES:

• MS Windows 7/10
• Audio-Visual
• MS SQL
• MS Office 365 Cloud
• Microsoft SharePoint Services
• Windows Server 08, 12 (R2)
• Help Desk Level I & II
• Cisco Routers and Switches
• Ability to troubleshoot TCP/IP networks
• SCCM
• PowerShell Scripting
• DNS, DHCP, SNMP, Active Directory

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, Illinois

Network Support Engineer

Responsibilities:

• Triage 20 -30 calls to HelpDesk, respond to 15 - 20 email request in ServiceDesk, helpdesk software. Windows and Mac machines
• Administer, configure and support Mac/ Windows-based desktop hardware, software, and maintain images for workstations
• Responsible for backup tapes, restore points, assisting with monthly network maintenance and reliability.
• Supported Salesforce software, Donor software, Department of Illinois software. Office 365 install on mobile phones. Citrix VPN
• Office 365 Admin, group- shared email boxes- permissions. LAPS password assistance, Create voicemail, mailbox /Microsoft Exchange
• Added new associates in AD, added computer to domain. Setup voicemail in Exchange, imaged profile, used PowerShell script to add
• Support 400+ users at 8 sites using Remote Assistance, in person, site visits, phone and Skype to solve a variety of technical issues
• Provide audio and video user support for our conference center and individual web conferences. Schedules and places audio/video conferencing equipment (speaker phones, web cams, CCTV monitor display, projectors, SmartBoard, etc.). Provides user for special features as needed. Maintain physical security of the audio video equipment. Document technical procedures.
• Provide table microphones, lapel mics and handheld. Setup All Staff Skype meetings for 8 offsite locations and all local attendees
• Worked closely with software business units, design, development and engineering to port existing applications to the cloud- utilizing cloud automation, scaling, release management and technical solutions to support business applications.

Confidential, Illinois

Nanotech IT Assistant -Mathematics and Technology Division

Responsibilities:

• Set-up, install, configure, reconfigure, modify, move and/or relocate hardware/software on site for regular or special functions
• Administer, configure and support Windows-based desktop hardware, software, and maintain images for workstations
• Configure Cisco network switch and wireless access points/ set security and oversee the day-to-day operation of networks
• Designed, cabled and setup network infrastructure; Provide laptop network connectivity, security, software updates and VPN
• HTML5, web development, website maintenance. Store backups and support student content interest
• Support MacOS, laptops, desktops, iPhone, Android. Refresh college labs. Software application support, push updates
• Supported users Office 365, SharePoint, Teams, and Skype meetings. Created mail and voicemail, setup onboarding for new associate
• Provide technical setup and support for teacher meetings, company meetings and guest. Provide TV monitors, portable projectors

Confidential, Westmont, Illinois

NOC Engineer

Responsibilities:

• Support includes CLI of: W2K3, W2K8 - RHEL 4,5,6 - SQL 2000, 2005, 2008. Apache Tomcat, Unix/Linux, IIS, F5/Opsware
• Builds, upgrades, configures, provisions and installs servers from scratch- spanning several platforms and configurations
• Responsible for fielding phone calls and email from hosted clients, entering the issue into the tracking system, performing first level support and triage, resolving the issue or escalating as appropriate and following-up where required to ensure the issue has been fully resolved. Perform basic monitoring, troubleshooting and repair of servers, operating systems and hardware
• Primary point-of-contact for all initial communications with MICROS-Retail Hosting Services clients and respond to outages
• Administer Windows database software and Linux web server software- load balancing and reset sever cache, Akamai, dev
• Verify jobs/scripts execute successfully, stopping/starting critical services, and maintaining the condition of the data center
• Assisted with datacenter upgrades, hard-drive, power supply, memory and software updates for client and company servers
• Troubleshoot Micros POS terminals connections, SQL monitoring connections, assist in change management meetings
• Zenoss and Nagios network monitoring software incident reporting. Inventory and hardware monitoring tools experience

Confidential, Chicago, Illinois

IT Helpdesk Specialist

Responsibilities:

• Provided the technical troubleshooting and leadership skills required to recover from complex network, server, and application problems in real-time to restore service- including troubleshooting RAID technology and operating system disk management
• Once trouble tickets had been created, kept the stakeholders informed of status of ticket and estimated time to repair
• Participate in tracking and prioritization of ticket handling in the Remedy type system/ monitored network tasks with Spiceworks
• Assisted 100+ users in resolving diverse hardware and software issues provided ongoing support for Windows OS/MS Office
• Provided Software Application, desktop, headset, VoIP and peripheral support for Call Center of 15-20 associates
• Provided front-line technical support for 3 computer labs, classrooms, and 5 meeting rooms with projectors
• Established and maintained user e-mail accounts; provides e-mail and software support/ support Microsoft Exchange
• Provided phone and in-person support for remote offices in Maine, New Hampshire, Massachusetts and Indiana
• Supported back-end server and switch hardware, VMware ESX server builds and p2V conversions.
• Supported Microsoft Active Directory Groups, Policies and Permissions, setup user accounts in Microsoft Lync server
• Utilized Microsoft SharePoint to create dashboards to monitor and interpret information from UAT- Improving quality assurance company wide - participated in network and software stress test— served as backup Microsoft SharePoint administrator
• Mapped/ maintained server closet diagram using Microsoft Visio. managed anti-spam, anti-virus definitions and push patches

Confidential, Chicago, Illinois

IT /Adult Computer Literacy Specialist

Responsibilities:

• Deployed new Windows workstations and printers for a networked classroom setting of 25 computers and laptops per location
• Instructed and monitored students with hands-on computer skill development; administered GMetrix.net and Microsoft Office Cert prep software, evaluated, recommended and implemented process improvements; provided technical support via phone
• Researched and troubleshoot e-mail problems by reviewing mail logs, records, and network configurations
• Facilitated sessions for Microsoft Excel, PowerPoint, Access, Outlook and Word for beginner, intermediate and advanced students; this included preparing class curricula and proctoring Certiport exams
• Provided front-line technical support for classroom technology and teaching, testing and instructional software

Confidential, Oak Park and Chicago, Illinois

Technology Analyst

Responsibilities:

• Stored, upgraded and maintained laptop and desktop images-using tools to clone and standardize team images
• Together with Software Development team, install, configure and maintain third-party web-based applications
• Setup, configured, monitored and maintained desktops, laptops and computer systems for 3 company sites
• Reviewed malware, antivirus and security software concerns and issues with staff, contributing to the internal knowledgebase clarifying any discrepancies - demonstrated capacity to think critically, communicate clearly and solve complex problems
• Worked closely with all business units and 3rd party vendors to ensure SLA’s are met- Provided essential Mac OS X support
• Analyzed and recommended manpower requirements, recommended qualifications and individuals for hire

Confidential, Chicago, Illinois

Desktop and Server Support

Responsibilities:

• Troubleshoot employees and customers Cisco AnyConnect, VPN, and in-house software products by phone, email (Go-To-Assist), and remote desktop connection; consistently resolved 25+ Help Desk tickets per day.
• Deployed new software upgrades and Disaster Recovery support to Chicago, Burbank and New York offices
• Monitored VERITAS Exc. backup system; monitored off-site storage tapes as required
• Re-set user passwords and created user accounts in Active Directory, supported company programs