TECHNICAL SKILLS:

Microsoft Windows 3.1/95/98/00/ME/NT/XP, Cisco IOS, AS400, Citrix, Business Objects, Corel Suite, Internet Explorer, Netscape, Firefox, Adobe Acrobat & Reader, Avaya/Center Vue Documenting System and IP Phones, Goodlink SMS, Service Center 5.0, Remedy, Maximo, HP/Dell/Epson/Dell/Lexmark printer knowledge

EXPERIENCE:

Confidential

Help Desk Support/ Consultant

Responsibilities:

• Acted as admin for all company software.
• Set up and rejected new users while monitoring team servers.
• Remote into PCs and Laptops to troubleshoot and repair software issues.
• Troubleshoot and repair VPN issues.

Confidential

DIA/ACAT

Responsibilities:

• Complete technical equipment requests.
• Review and select appropriate alternatives/solutions from options that are clearly defined for hardware, software, work style and environmental changes.
• Train and provide ongoing support of the informal Ergonomic Advocate program on a corporate wide basis.
• Assistance queue in Service Catalog and fulfilling email requests.
• Provide service, information and procedural guidance (ergonomic evaluations) to the enterprise.
• Develops and maintains internal/external relationships throughout the enterprise.
• Coordinate product/service delivery such as ordering and installation of ergonomic software and equipment.
• Complete individual tasks, assignments through applying professional judgment, knowledge and experience.
• Enter ticket, request or incident information into the approved database or tracking software.

Confidential

Technical Analyst/Help Desk/ Consultant

Responsibilities:

• Provided 50 - 50% support while working for The Confidential ; handled break-fix issues, answered calls, and created trouble tickets.
• Reimaged Desktops and laptops for different departments using Image X Norton Ghost and Image tool.
• Traveled throughout the state handling different PC, Network Printer and Server Issues.
• Reset passwords using active directory.
• Remote into PCs and Laptops to troubleshoot and repair numerous hardware and Software issues.
• Troubleshot and repaired VPN issues.

Confidential

PC Technician/Help Desk/ Consultant

Responsibilities:

• Provided 50-50% support while working for Chicago Public Schools; handled break-fix issues, answered calls, and created trouble tickets.
• Repaired Dell PCs and laptops
• Imaged PCs and laptops for new employees using Norton Ghost and Windows 7 Restore
• While working Confidential Grainger answered 30+ inbound calls daily; created and resolved trouble tickets using Service Center for trouble tickets.
• Handled IPhone Rollout, reset passwords using active directory.
• Remote into PCs and Laptops to troubleshoot and repair numerous hardware and Software issues.
• Troubleshot and repaired VPN issues.

Confidential

Freelance Help Desk/PC Technician

Responsibilities:

• Responsibilities included: Installed new computers both desktop and laptops, IPads, stereos, etc.
• Set-up equipment for events and functions.
• Worked with deployments as well as networks and downloads
• Installed network cables and routers.

Confidential

Help Desk Level 1/ Consultant

Responsibilities:

• Tier 1.5 Help Desk function to support management of third party vendors behind Confidential Tier 1 Help Desk.
• Swivel Chair processing and distribution of tickets for Confidential
• Dispatching of Confidential issue to local vendor including NDCR, Black box, etc.
• Troubleshooting data issue with Phoenix Support desk
• Escalating Server issues to correct DNS group for resolution.
• Document trouble tickets with proprietary ticketing system GEMS/ATOS between Confidential and Confidential & Confidential Managed Customer Care
• VOIP troubleshooting for Telecom issues
• AOTS ticketing system for tracking calls and escalation to other groups.
• Ticket coordination for Confidential & Confidential Voice, Data Services and Multiple 3rd party vendors.

Confidential

Help Desk Level 1/ Consultant

Responsibilities:

• Assisted employees using Cash Pro Web Software.
• Helped ease transition from LaSalle Bank Software to the new Confidential Software.
• Troubleshot "stuck" wires and resetting passwords on accounts

Confidential

Customer Service Associate/ Consultant

Responsibilities:

• Assisted employees with Human Resource issues such as Health Insurance, Pension and 401K.
• Provided 100% phone support.
• Walked clients thru Human Resource issues.
• Created new accounts, administered and reset passwords.

Confidential

Help Desk Analyst

Responsibilities:

• Provided level 1 Helpdesk Service.
• Reset passwords using Active Directory, Business Objects, KWIC Systems and Mainframe Applications.
• Resolved VPN Remote Connectivity issues.
• Used Remedy and Service Center Ticketing System.
• Received up to approximately 70 calls per day from across the country and internationally.

Confidential

Help Desk Analyst Level 1 Customer Service/ Consultant

Responsibilities:

• Provided Customer Service for Cummins Generators.
• Provided Customer Service for several other small companies using scripts.
• Took trouble tickets using Remedy for The College of American Pathologists for PC issues including Windows '00/XP, Microsoft Office including Outlook, also VPN Remote Connectivity issues and resetting passwords.