SUMMARY
Technical Experience
Hardware: HP Laptops, Dell Desktops and Laptops, HP & Canon Networked and Local Printers, Linksys Routers, SecurID Tokens, Blackberrys, iPhone, iPad, AS/400, IBM Mainframe, Operating Systems and Software: Windows 7/XP/2000/Vista, Windows Server 2002/2003, , Microsoft Exchange 2003/2007, MS Office 2003/2007, Remedy, Clarify, Microsoft Word, Excel, Powerpoint, Citrix, SAP, Maestro, Tivoli, Sharepoint Networking Skills: Active Directory, VPN, RRAS and remote access protocols Security Tools: Symantec, Norton Antivirus, Spybot Search and Destroy, Malwarebytes Anti-Malware
Professional Experience
Helpdesk/Desktop Support Specialist Confidential,
Tinley Park, IL. October 24, 2011 – Current
Installed, configured and supported all hardware and software in the environment including but not limited to: Dell Desktops, Dell Laptops, printers, routers, modems, Blackberries, iPhones, Ipads and peripherals. Assisted employees in person, via phone and remotely Listened effectively to end users and made them feel comfortable explaining their issues Asked appropriate questions to determine end users problems Troubleshooted problems with hardware and software: scanned hard drives for viruses and malware, replaced harddrives, reinstalled Win XP/7 operating systems, reinstalled Windows drivers, Supported, diagnosed and resolved issues related to Windows XP, Windows 7, Microsoft Office 2007, Outlook & OWA Experienced with account management in Active Directory, Exchange & BES. Disconnected and reconnected pc’s and peripherals (such as monitors, keyboards and printers) on moved and replaced computers. Transferred data from existing pc to new pc. Worked on projects that involve pc software upgrades, hardware upgrades and software distribution tools. Traveled to remote sites to troubleshoot and/or replace hardware Configured, installed and supported new and existing Novatime timeclocks at all remote locations Created and updated documentation for new and existing procedures Contacted and worked with vendors in resolving issues Documented all problems and requests in the company ticketing system (IssueTrak) Helpdesk Support Analyst Recruiting Resource Group working at Confidential,
Rolling Meadows, IL. April 6, 2011 – August 31, 2011 (5 month contract)
Provided remote helpdesk support and troubleshooting via phone and Teamviewer for multiple clients nation wide such as Childrens Memorial Hospital, Blue Cross Blue Shield, Innovative Dialysis Systems, Employbridge, etc. Supported, diagnosed and resolved issues related to Window XP/Windows 7 operating systems, Office 2003/2007, Exchange 2003/2007, Citrix, VPN, Virus/Malware removal, internet connectivity issues, domain/trust relationship issues, multifunction printer setup and troubleshooting Used Active Directory for account setup, password resets, adding shared mailboxes Utilized multiple helpdesk ticketing systems to log and follow up on all calls, emails, voicemails and websupport tickets. Closed resolved issues or escalated to appropriate teams. Created documentation when needed for resolutions to problems Learned and supported company specific proprietary software Call Center Digital Care Support Rep AppleOne Contractor working at Confidential,
Burr Ridge, IL. December 27, 2010 – March 8, 2011 (3 month contract)
Received calls in a high volume call center from Instructors and students that use McGraw-Hill educational software Utilize active listening skills to assure mutual understanding of customer\'s concerns/comments Able to multitask and handle a large volume of calls coming in at the same time Track all calls in a detailed and accurate fashion utilizing Salesforce ticketing software - Use independent judgment to determine whether issues are related to McGraw-Hill software or the users software such as browsers or plug-ins and know when to escalate complex matters to the Engineering Team
Helpdesk /Desktop Support Confidential,
Naperville, IL. October 1992 - June 2009
Provided 1st & 2nd level support in assisting users with hardware and software problems. Support includes but is not limited to Windows XP, Office 2003, Outlook/Exchange, Active Directory (ADUC), SAP GUI, Maestro batch scheduler, Cisco VPN client, Blackberry Server Manager, ACE Server (SecurID Tokens) Handled a large volume of calls coming in at the same time Responded quickly to incoming telephone calls, web based tickets, voicemail, and e-mail requests for assistance from users experiencing problems with hardware and applications Tracked all calls in a detailed and accurate fashion utilizing Help Desk software (Remedy) Worked within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc - Determined the nature of the user\'s issue and obtain as much information as possible about the problem
- Remotely control users machine (using Dameware software) to diagnose and troubleshoot problems or install software applications
- Evaluated users issues to determine whether to set at a low, medium or high priority
- Consulted with other Helpdesk, Desktop Support, Technical Service, and/or Development personnel to troubleshoot and resolve errors
- Utilize independent judgment in handling user issues/questions and know when to refer complex matters to the Team Lead - Help Desk for personal review
- Constantly adapt to changing applications and learning new technology as it becomes available in order to support the users
- Adhere to the defined and communicated call flow /ticket resolution process
- Closed Help Desk tickets and communicated resolution to the user
- Recommended changes in policies/procedures to the Team Lead - Help Desk
- Performed related duties as assigned (Creating accounts, Documentation)
- Completed HDI (Help Desk Institute) Support Center Analyst training and certification in 2008
Education
Degree:Bachelor Of Science in Computer Information Systems
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