CAREER PROFILE:

• Detail - oriented, efficient and organized professional with extensive experience with IT systems
• Possesses strong analytical and problem-solving skills, with the ability to make well thought out decisions
• Excellent written and verbal communication skills
• Highly trustworthy, discreet and ethical
• Resourceful in the completion of projects, effective at multi-tasking
• Team player with excellent soft skills
• Follows incident management processes and change management processes to resolution
• Able to effectively communicate timely resolutions with team members, clients and customers
• Interested in preparing for CCNA Routing and Switching certification

TECHNICAL SKILLS:

• Remedy, Peregrine and Microsoft CCF ticketing systems - First Call resolution to Escalation processes
• LAN hardware/software administration, design, installation, configuration and maintenance.
• MS Windows 2012/20082003/2000/ NT4 Server, Active Directory, SCCM 2012 Server administration,
• MS Windows 10/8.1/8/7/Vista/XP/2000/NT/9X desktop/workstation operating systems
• Symantec Antivirus and Backup Exec, Office 365, MS Office 2003/XP/2000/97, MS Project 2010 and Visio 2007, Lync 2010 and 2013
• Access 2003/XP/2000/97, Outlook 2013/2010/2007/2003/ XP/2000/98
• TCP/IP Ethernet Networking, DHCP and static IP addressing, Wireless Networking, Sharefile
• MSIE, Mozilla (Firefox), Google Chrome, Lotus Notes 7 and 8, FTP, Email
• VPN based mobile/Nortel and Cisco VPN clients/remote computing solutions, PCAnywhere,
• Help Desk /end-user LAN/Hardware/Software support
• System Documentation
• Internet/Intranet Administration
• HP printer driver and troubleshooting support

PROFESSIONAL EXPERIENCE:

Confidential, Peoria, IL

IT Consultant

Responsibilities:

• Help our small to medium-sized business customers operate more efficiently due to the proper use of today's technologies.
• Provide onsite support and technology implementation services for numerous businesses.

Confidential, Mossville, IL

Tier 2 CAT Product Service Engineer

Responsibilities:

• Provided Tier 2 Telematics Product Support for CAT dealers and customers via PS-CRM and Salesforce Incident tickets.
• Updated GAMB service letters using master Excel spreadsheet and CPI projects
• FOTA - Flash Over The Air firmware files governance - Cat Gateway and FOTA master spreadsheet
• Cellular and Satellite radio suspensions / activations via Iridium and Confidential
• VisionLink / Dealer Service Portal (DSP) - CAT dealer online support tools - provide support the devices on dealer assets

Confidential, Mossville, IL

Tier 2 CAT ECA / SC2 Support

Responsibilities:

• Provided Tier 2 Confidential Equipment Care Advisor Customer/IT Support for CAT Dealers and customers.
• Provided Tier 1/2 SC2 Support via back office MS servers and Windows OS - File management.

Confidential, Peoria, IL

IT Specialist

Responsibilities:

• Provided ongoing Dell hardware and IT application support to Confidential Clients.
• Installed and configured SCCM 2012 R2 with SQL Studio 2012 on Windows Server 2012 Standard.
• Deployed SCEP, patches and updates to Confidential MWA Clients.
• Imaged Confidential Laptops with Windows 8.1 Pro, Adobe Acrobat Pro X and scientific applications.
• Implemented MS-DOS and Powershell scripts to install WSUS server and database component for SCCM 2012.

Confidential, Peoria, IL

Computer, ESL and Japanese Tutor

Responsibilities:

• Provided computer, ESL and Japanese tutoring to local Confidential students.
• Logged 40 plus quality hours of class time with students.
• Received sixteen five star feedback ratings

Confidential /Neovia Peoria, IL

IT Analyst Consultant

• Provided level two Confidential Office 365 support for Confidential clients.
• Assisted in Confidential employee Lotus Notes email account migration over to Office 365.
• Followed incident management process to resolve client and customer technical issues.
• Provided site migration support as part of the Hypercare team.
• Provided Lync 2013 testing support on CX-600 Polycom phone and standalone 32bit client.
• Created Confidential Office 365 Support call flow flowchart using Visio 2007.
• Followed email migration plan through MS Project 2010.

Confidential, East Peoria, IL

IT Analyst Consultant

Responsibilities:

• Configured Nortel VPN client along with RSA Secure ID software
• Supported and configured Dell and Intel Wireless utilities/drivers on Dell Laptops
• Supported IE8 and configured proxy settings with the browser to work with CAT wired and wireless network
• Followed call management process to resolve client and customer technical issues.
• Provided help desk level one and level two support to Confidential Global IT Clients from Building AD and AC.
• Followed incident management process to resolve client and customer technical issues.
• Updated daily event log with site critical incidents.
• Associated incident tickets to call tickets.
• Followed change management process to resolve client and customer technical issues.
• Associated change tickets to call tickets.
• Attended Enterprise Change weekly meetings.
• Coordinated and reassigned tickets from customer to their appropriate assignment group.
• Promoted internally to Lotus Notes Level 2 team
• Supported them by using two different knowledge bases and also support about 300 Windows XP, Windows 7 and network applications.
• Created call, change or incident Peregrine tickets and escalated them to their proper assignment groups.
• Resolved level two Lotus notes issues from end users using notes designer and admin tools.
• Assisted on development of 4-ENGR (4-Engineer) IT help desk.

Confidential, Peoria, IL

Responsibilities:

• Empathize with customers and assist them with their Xbox universal issues with hardware, live services and billing.
• Communicate with coaches, trainers and team members to achieve EPIC customer service skills
• Provided universal technical support for Xbox 360 Kinect Launch

Confidential, Morton, IL

IT Specialist

Responsibilities:

• Assisted with virus clean up on Windows Enterprise Server 2003 server and Windows XP clients.
• Reinstalled Symantec Corporate Antivirus on the clients.
• Backed up important files and folders within user’s profiles.
• Restored their files to their Windows XP clients.

Confidential, East Peoria, IL

IT Analyst Consultant

Responsibilities:

• Followed call management process to resolve client and customer technical issues.
• Provided Engineering Applications Support (Teamcenter and PRO/E Applications) for
• Followed incident management process to resolve client and customer technical issues.
• Worked specifically on incident tickets assigned directly to our Confidential Engineering Apps group.
• Configured groups and roles in the Teamcenter databases for Confidential
• Users which were housed in a two hundred server room environment.
• Used Active Directory to grant users access to network shares.
• Imaged and prepared Windows XP workstations and laptops for distribution to the CAT Engineers and agency workers.
• Maintained and created user accounts and policies within Teamcenter.
• Monitored Confidential Engineering Application Notes Team Inbox for Teamcenter and Pro/e issues.
• Used Peregrine to create incident tickets from calls or team inbox for engineering application issues.

Confidential, Morton, IL

IT Specialist

Responsibilities:

• Responsible for EDI programming and PC Tech / Network Admin functions of their IT department.
• Assisted with domain migration using Windows Enterprise Server 2003.
• Maintained Symantec Backup Exec 10d and 11d on the applications server.
• Worked with MS SQL Server 2005 and MS Exchange Server.
• Troubleshot varying issues with MS Windows XP Professional and MS Office.
• Installed PCM18 and Intelliroute on our transportation domain controller along with client configuration.
• Provided phone system support through Dell switch network.
• Provided help desk and hands on support to coworkers‘ PC hardware, networking and Windows XP application issues.
• Provided coordination of incidents between Risinger and Symantec for Symantec Backup Exec issues.

Confidential, East Peoria, IL

IT Analyst Consultant

Responsibilities:

• Configured Nortel VPN client along with RSA Secure ID software
• Supported and configured Dell Wireless utilities/drivers on Dell Laptops
• Supported IE6 and configured proxy settings with the browser to work with CAT wired and wireless network
• Followed call management process to resolve client and customer technical issues.
• Provided help desk level one support to Confidential Global IT Clients from Building AD and my home office.
• Followed incident management process to resolve client and customer technical issues.
• Updated daily event log with site critical incidents.
• Associated incident tickets to call tickets.
• Followed change management process to resolve client and customer technical issues.
• Associated change tickets to call tickets.
• Supported them by using two different knowledge bases and also support about 300 Windows XP and network applications.
• Created call Peregrine tickets for CAT employees, agency workers, dealers and suppliers.
• Created change or incident Peregrine tickets and escalated them to their proper assignment groups.
• Participated in monthly think tank to brainstorm ideas for the help desk

Confidential, Peoria, IL

Senior Windows Network Technician

Responsibilities:

• Provided PC hardware, Windows XP software and network assistance to small business and home users.
• Provided lead network administration & help desk support for our client environments.
• Maintained and updated documentation relating to network & help desk issues.
• Maintained our client‘s internal e-mail & internet service through Outlook Express, Outlook 2003, Outlook 2000 and cable, dsl and dialup services.
• Maintained & updated all security issues using Active Directory (username, passwords, remote access).
• Monitored backups and maintained hardware and software on our client‘s Windows 2000 and 2003 servers.
• Worked with third party software vendors’ techs to resolve these technical issues.

Confidential, Peoria, IL

Technical Service Representative

Responsibilities:

• Received calls from hotel guests about wireless and prewired network connections using Windows XP.
• Entered caller information into a database and troubleshot their call. Provided Tier 1 Support.

Confidential

SLE Instructor

Responsibilities:

• Prepared syllabi and activities for each class.

Confidential

English / Bible Teacher

Responsibilities:

• Taught five English conversation classes and one Bible class to college students and adults.
• Prepared syllabi and activities for each class.