SUMMARY:

• IT professional with 10 years of experience as Support Engineer. Proven ability to create and deliver solutions that meet objectives tied to business and technology performance. Able to explain complex processes in easy - to-understand terms for end users. Skilled in identification and resolution of critical system issues.

TECHNICAL SKILLS:

• Windows Server 2012 r2
• Windows 7
• Windows 8/8.1
• Windows 10
• SCCM 2012
• VMware vSphere
• InfoBlox
• SHARES
• APS
• AirWatch
• NetMotion
• Office 2007
• Office 2010
• Office 2013
• Office 365
• Skype For Business
• Symantec Endpoint Protection
• Symantec Ghost
• Citrix
• Remedy Force Helpdesk
• SCSM Ticketing System
• RDP
• Cisco SSL VPN
• MS Exchange 2010
• Active Directory
• MS Management Console
• Interwoven Desksite/Filesite
• Oracle JD Edwards Enterprise One
• Lync
• Microsoft Communicator 2007.

Hardware: Lenovo/HP/Dell/Mac PC’s and Notebooks, IPhones/IPad, Droids, Polycom VOIP Phones, Printers, Faxes and Scanners

PROFESSIONAL EXPERIENCE:

Confidential, Rolling Meadows, IL

Lead ICT System Analyst / Contractor

• Image, install, manage, and configure new and old systems for a Windows 10 migration
• Assist and train the tier 1 and 2 techs while providing tier 3 support in person and remotely
• Maintain computer updates and maintenance with SCCM
• Office 365 user administration
• User account management in Active Directory
• Setup and configuration of Polycom phones with Skype For Business
• Account management for proprietary applications

Confidential, Elk Grove Village, IL

Systems Engineer / Contractor

• Use Microsoft System Center Configuration Manager to manage client health, boundary group troubleshooting, deployment diagnostics, device and collection provisioning and maintenance, and NOMAD troubleshooting
• Install and configure virtual machines with VMware vSphere 6
• HA and DRS cluster creation
• Apply and remove IP, MAC, and host reservations in InfoBlox
• Use Active Directory to check boundaries in Sites And Services, and to maintain computer security and program entitlements
• Run PowerShell queries and force commands on remote systems
• Basic publishing, editing, and page additions in SharePoint
• Managed mobile devices with AirWatch
• Administer and troubleshoot NetMotion certificates and issues
• Provide advanced support for SHARES, Unimatic, and APS
• Installation and setup of Avaya IP phone systems
• Provide Level 3 phone support for onsite techs, granted permissions and updated information in systems the level 1 and 2 techs didn't have access to

Confidential Hoffman Estates, IL

Helpdesk Technician

• Manage users for Office 365 environment
• SharePoint and CDMS administrator
• New hires and terminations
• Active Directory account management
• Exchange account management
• Network monitoring using JFFNMS
• Use the SCSM ticketing system
• Skype For Business and Lync user account management
• Monitor and maintain critical server services using network monitoring tools

Confidential, Oak Brook, IL

Service Desk Technician

• Training Levels 1 and 2 support team
• Microsoft Exchange Administrator
• All company new hire setups
• Maintain company SOX compliance for external auditors
• VoIP telephone system client setup and administration
• Ensure adherence of current SLA’s
• Program administrator for Oracle JD Edwards, AVID, Yardi, and iManage
• Implementing policies and procedures
• Provide direct, daily on-going PC/Network technical support within corporate campus and remote locations (1000+ users)
• Create Helpdesk Tickets
• Active Directory Maintenance: updating user accounts, password resets, unlocking accounts, adding/deleting users, security group access
• Activate/Troubleshoot Mobile Devices
• Maintain PC Inventory/Warranty Database (MS Access)
• Maintain/Repair Desktops, Notebooks, Printers, Scanners and other operation peripherals
• Deploy and maintain desktops, notebooks, printers, scanners and wireless devices such as iPhone, iPad, Blackberry and Android for 1000+ users
• Managed Phase 1 of a companywide IP phone deployment project
• Provide phone and desk-side support to on-campus, off-site, and traveling users providing solutions
• Migrate PCs and notebooks from Windows XP to Windows 7
• Backup and transfer user accounts, settings, and data from old machines to new machines
• Search internet for drivers and updates for hardware and software
• Recover data from failed PCs
• Remove malware, spyware and viruses from PCs
• Troubleshoot LAN, WLAN and VPN issues for on-campus and off-site properties
• Complete PC moves between buildings
• Create and maintain user domain accounts

Confidential, Chicago, IL

Senior Technician

• Provide on-site installing, maintaining, and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems
• Troubleshooting and repair of hardware and software issues to maintain business continuity
• Provided hardware support for PowerEdge 2400 and 4200 series server platforms
• Performed upgrades to server environment through increasing storage capacity, CPU installation, and increasing memory allocation
• Increased storage allocation for Windows 2008 R2 Enterprise file share servers
• Improved virtual server farm performance metrics by adding compute and memory resources to the host cluster
• Replaced faulty components of end user systems, including laptops, desktops/workstations, and peripherals
• Identified and remedied errors within primary operating system and applications for users
• Optimize HW/SW/Networking products and configurations as scripted ensuring customer satisfaction
• Provide customer service to Dell service plan holders
• Provided escalation support for vendor specific hardware and firmware issues with Dell computers, servers, and peripherals
• Receive and ship hardware+

Confidential, Chicago, IL

Employer Services Intern

• Assist the Employer Services Representative and the Director or Employer Services with daily and weekly tasks
• Used CTS to retrieve important client information and to update the clients status
• Contacted clients in order to check their status, motivate, and inform them of current and new JFY programs and services
• Web Community Administrator
• Take notes and minutes during employer and client meetings

Confidential, Chicago, IL

Technical Consultant

• Improved office efficiency by removing and replacing old hardware
• Helped the staff find required information faster by creating databases in Microsoft Access
• Worked with the web development team in designing and implementing the City of Chicago children’s website