SUMMARY:

• Extensive experience providing Help Desk Levels I through III, Hardware/Application Support and Installation
• Supported various environments utilizing Windows 2000/XP/Windows 7,through 12, MS Office 2000 through 2012, Microsoft Office 365, Lync 2010, 2012, Lotus Notes 8, Outlook 2003 through 2016, in a desktop Windows - Unix, Novell, Linux, Windows 2010R through 2013 server environments
• Trouble Ticket software applications: Peregrine/Remedy/People Soft SQL, HPSM, Webspoc, Service Now
• Also responding via email, Skype, Skype video conference, telephone and remote assistance, as well as walkups
• Strong Experience with Active Directory Assistance with over 3000 application installations
• Experience Ghosting/re-imaging using Altiris, Ghost, USMT, Microsoft GImageX and Lite Touch
• Computer Troubleshooting, Dell, IBM, Lenovo, HP
• Install, physically move, change, and dispose of computers, hardware and software
• Provide virus removal and systems upgrades for Microsoft Defender, Symantec Endpoint Protection, McAfee, & Malware applications
• Knowledge of networking protocols such as DNS, TCP/IP, DHCP, Remote Access
• VPN, Citrix and Remote Access Capabilities
• SCCM Configuration Manager and Tools
• Terminated personnel and contractors to include disabling accounts, services, and collecting company equipment and sanitizing equipment for archive and/or reallocation
• MS Outlook configuration and troubleshooting
• Outlook exchange server 2008 backup files and restored profiles and created free busy schedule for managers
• Outlook Exchange mailbox user profiles, multiple mailboxes
• Active Directory

PROFESSIONAL EXPERIENCE:

Confidential - Chicago, Illinois

IT Office Assistant

• Assist Clients with Unemployment Registration via computer
• Assist Clients with Enrollment of Illinois Job Link, to ensure that they qualify for unemployment benefits.
• Assist Clients with enroll for various Job Fairs that are held in the office computer rooms which could entail filling out online applications, to required registration of Illinois Job Link.
• Have performed some troubleshooting incidents on computers when needed.

Confidential, Chicago, IL

Systems Analyst

• Re-image /build and deployment of Dell laptops and Surface Pro’s, for approximately 200 laptops for Microsoft End Users per month, including deploying backpacks, chargers, dongels, headsets and other Peripherals as required.
• Was held as project lead as Enablement Management for USA, Canada and Brazil for reporting purposes for all new contractor employees reporting start date of deployed laptops and return of laptops when contract ended or were released from the contract. Reporting directly to the Manager and Director of IT Avanade in Seattle, WA
• Responsible for Onboarding New FTE Hires - Building - reimaging and deploying laptops for FTE’s, Contractors. Microsoft Sub K Employees. Onboarding new hires via Skype Teleconferencing, approximately four times per week. Also assisted with the New Hire Onboarding classes with approximately 20 to 40 users per class every week.
• Assisted and trained Level 1 and 2 Help Desk when request either by the individual employer or management when issue could not be resolved or training/advise was needed.
• Worked with VP Presidents of the Corporation on priority troubleshooting issues
• Worked directly with the Mangers of HR when hiring full time employees and Contractors computer imagining an deploying laptops, using UPS as deliverable on a daily basis.
• Made sure the laptops were out at a timely manner
• Opened the IT Office each work day morning.
• Was responsible for contacting Dell for end user computer problems, when hardware issue could not be resolved in house ensuring that troubleshooting issues were resolved per company extended warranty with the vendor.
• Troubleshooting users via email, Skype when directly contacted for help as well as walk ups
• Working continuous overtime each week to meet user demands.
• Was responsible for contacting DELL for hard drive issues and other hardware problems. Approximately 15 laptops per week
• Video Conference Meetings with Seattle Manger and the Director directly, three times per week. To review updates and progress within the Chicago Office. As well as set established meetings with HR managers to review their progress and weekly goals as needed.

Confidential, Chicago, IL

Desktop Systems Administrator

• Re-image and build deployment for 500+ laptops for Federal end users
• Migration of federal applications to new laptops - security sensitive information - i.e., SS#’s and Salary Allotment information, requiring Homeland Security Clearance and Background Check to be approved for assignment.
• Edited registry for security sensitive application data.
• Added secure Group Policy additions
• Troubleshooting Exchange Outlook Email accounts and information to adhere it Federal Standards and guidelines.
• Prepared delivery of new laptops and installation

Confidential, Chicago, IL

IT Technician II

• Using Login Service Now remote application to migrate users from UK servers to US servers
• Changing IP addresses for new server use
• Project entailed the Microsoft Office 365 migration process from windows with Server upgrade to 2013.
• Microsoft Exchange server upgrade to 2012. Approximately 200 users upgraded.
• Microsoft Lync, Virus upgrades and all company in-house applications.

Confidential, Chicago, IL

Help Desk Specialist II

• Active Directory use, resets group, distribution list member installation, moves
• Password resets, unlocking accounts
• Extensive SCCM usage. Used to RDP remote access, application installs, public folder creations
• Terminated personnel and contractors to include disabling accounts, services, and collecting company equipment and sanitizing equipment for archive and/or reallocation
• Exchange Management Console for creating email accounts, distribution list, allowing full permission
• Directly assisted company personnel, Presidents, VP and staff with desktop operation, including both hardware and software - Provided employee training and instructions (through presentations, as well as graphic instruct ions via email) regarding basic operation of software and hardware, technical support and quality standards.
• Symantec Virus Protection, Malware, Adware Protection.
• VPN setup and troubleshooting
• IPhone, Blackberry troubleshooting and application installs
• Exchange Management Console,
• DNS, DHCP server creations, IP Address creations
• Provided internal and external customers including file permissions, folder permissions, account permissions, and password resets/unlocks.

Confidential, Chicago, IL

Help Desk Service Support

• Windows XP, 7 Installs and Migrations
• Citrix Xen Application and Remote Access
• Exchange Management Console Support
• Added users to Entrust Identity Guard Setup, to ensure maximum security to company’s applications and servers
• Created new users/employees in Active Directory as well as Distribution Groups and Security Groups
• Verizon Conference Calling Call Setup
• ITL base, and Sox Policies environment

Confidential, Chicago, IL

CMS Help Desk Support

• Installation of Air Cards, Printer Troubleshooting, IBM, Xerox, Compaq
• This requires travel throughout the Confidential and its Departmental Facilities. i.e. Statesville Prison, Lottery Distribution Department, Department of Finance, Human Health, Human Resources.
• Remote Access Troubleshooting. Novell and Windows Exchange Server knowledge
• VPN, Air Card installation for state police vehicle laptops.
• Windows SCCM Configuration Manager
• Migration for 1000 Clients
• De-installation of banking computers

Confidential, Chicago, IL

Desk Technology Support Specialist (contract)

• Respond to all tickets via PeopleSoft Ticketing system, email, telephone and remote.
• Handle Priority Tickets with respect and professionalism for Presidents, Vice Presidents and other Upper Management staff as well as staff Priest and tenured Professors to ensure troubleshooting was met on time an accurate. (several e-mails sent to manager on my customer service and technical expertise from Presidents, and Professors, requesting my services again)
• Diagnosis and repair all printer, network issues, Windows XP Pro/2010, MSOffice 2007/2010, Outlook Exchange, within standard guidelines.
• Phone system setup, voicemail activation.

Confidential, Chicago, IL

Computer Systems Analyst III (contract)

• Patch installation for all computers
• Reconfiguration/installation of software either manual or via Active Directory
• Installation of telephones, including wiring
• Initiated a twice weekly meeting with Executive Assistant to President of CIGNA Health, which was welcomed, regarding all technical issues, resolutions, weekly trouble ticket targets. Weekly and monthly Server backup tape management.
• All hardware upgrades and fixes as needed for workstations as well as Servers.
• HPSM Ticketing system for request for troubleshooting support and new purchases.

Confidential

• Support more than 300 end-users daily with computer, network systems and peripheral devices
• Over 3000 on an irregular basis, yet annually.
• Manage the configuration and performance management of PC systems
• Recommend hardware and software solutions and upgrades using established procurement processes
• Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, for desktop and laptop, install all hardware/software and required peripheral components
• Reduced technical resolution turnaround time via Track It ticket systems
• Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment as mandated by governmental policy and standards.
• Expertly installed, configured, monitored and troubleshot PC's and related hardware on OS platforms.
• Procured, received, documented and tracked inventory, of all computer equipment and software.
• Performed diagnostic testing on PC equipment and ensured printers were up and running at all times.
• Identified and removed computer viruses and provided major repairs
• Resolved Windows related issues, Internet Explorer issues and other PC software related issues
• Produced backup software for distribution and maintenance computers and peripherals
• Maintained accurate, complete and up-to-date inventory records of all computers and printers.
• Coordinated the logistics of technology requirements and setups during multiple office relocations
• Trained team members on computer system, and software programs
• Designed analytical data reports on for quarterly reporting requirement to upper management on LDP entries and trouble ticket percentages.
• Ensured a committed support team through cross training of Computer Operations
• First 5 years of employment, handle division budget with senior accountant in access of 40 million annually.