TECHNICAL SKILLS

Software: Office 365, ServiceNow, MacOS, Troubleshooting, REST Client, PowerBI, Web X, FlexNet Manager Suite, Symantec VIP, SCCM, Windows Environment, Nuance, Adobe Acrobat, Unix, Ubuntu, Linux, Python, VirtualBox, HTML/CSS, Active Directory, Printer Installations, PDQDeploy, Okta, Intune, AirWatch

Hardware: Reimaging, Bitlocker Encryption, Desktop Installments, Shell Swaps

Networking: Great Communication, Active Listener, Technical Support, Troubleshooting, Desktop Installments, Customer Service Support, Help Desk Support, Desktop Support, IT Asset Management, Application Support

PROFESSIONAL EXPERIENCE

Confidential, Chicago, IL

Technology Support Specialist Level 2/ System Admin

Responsibilities:

• Installing O365 and troubleshooting any software problem.
• Working closely with all clients to identify and resolve issues as they arise.
• Working closely with all clients to support their system requirements.
• Working with the director in keeping apprised of technology changes that may impact the business operations.
• Responsible for all support of windows - based desktop PCs, notebook PCs, local and network printers and peripheral devices.
• Ensuring client connectivity to communication devices including network hubs, network switches, routers, printer servers and remote access servers.
• Supporting the technology needs of the organization and its clients and maintain knowledge of each client to ensure optimal solutions are provided and all applications issues are resolved.
• Continuously work on personal development and education to keep current with technology.
• Deploying packets to new and refurbished machines using an application called PDQDeploy
• Installing printer drivers and configuring kiosks
• Granting end-users access to various company tools
• Wiping and reimagining Win7computers
• Migrating computers to different OUs using Active Directory.
• Creating, editing, unlocking, disabling, account information in Active Directory.
• Distributing deployments and accessory shipments via FedEx

Confidential, Chicago, IL

Technology Support Specialist Level 2

Responsibilities:

• Assisted with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware)
• Assisted with provisioning and deprovisioning processing, including setting up of hardware/software for new hires, and receiving hardware from separating employees
• Assisted with (or coordinates) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents
• Resolved incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies
• Identified sources and trends of technical problems to prevent future occurrences
• Under minimal supervision, provides after-hours service for escalated issues from the Service Desk or supervisor
• Performed asset management activities (procurement, receipt, inventory, tracking, distribution, etc) in accordance with firm policy and IT Service process
• Assisted with off-site support for firm sponsored functions/meetings
• Performed asset management responsibilities as assigned by a supervisor
• Assisted with IT tasks related to office moves, buildouts and relocations
• Operated as “remote hands” for other IT functions, such as Telecommunications and Hosting
• Troubleshooted MacOS for C- suite employees
• Monitored incidents and inventory using ServiceNow

Confidential, Chicago, IL

Information Technology Analyst

Responsibilities:

• Created and Responded to more than 30+ tickets weekly using ServiceNow ticketing system
• Troubleshooting log-in requests in a Win10 and Win7 environment for users attempting to access the finance application
• Imported new API requests through Insomnia REST Client program
• Provided phone and email support to over 40 end users, troubleshooting, diagnosing, resolving, and documenting log-in related issues
• Utilized a report server called PowerBI to obtain users credentials and verifying their information on file

Confidential, Chicago, IL

Desktop Support Analyst

Responsibilities:

• Installed several new machines daily with a new Win10 OS, which resulted in users being able to use the equipment efficiently
• Created and assigned tasks to myself daily with ServiceNow ticketing system, which resulted in effective time span to the assigned task
• Relocated users to new workstations, including moving and connecting assigned equipment
• Maintained users workstations, laptops, and electronic device

Confidential, Chicago, IL

Desktop Support (Intern)

Responsibilities:

• Provided level 1 and 2 technical support for 80+ users.
• Ensured quick resolution of user concerns
• Escalated unresolved tickets to Tier 2 using ServiceNow and distributed them to the appropriate party
• Assisted about 40 users weekly with network functionality issues and repairs to continue steady workflow
• Created and distributed tickets daily with ServiceNow ticketing system, which resulted in effective time span to complete tasks
• Interacted with 40+ users weekly to assist with machine setup to ensure that all applications and software is updated and functional
• Troubleshooted business application and system problems
• Unboxed, organized, tagged, inventoried new and returned machines using FlexNet Management Suite
• Prepped returned machines for disposal which included wiping, inventorying, and placing them in the appropriate shelf
• Analyzed and resolved technical issues related to Windows operating systems
• Recovered and reset bit locket key on machines that were experiencing encryption issues
• Installed Symantec VIP for end users on machines and cellular devices
• Troubleshooted Wi-Fi connectivity issues for internal and external clients
• Enrolled end-users work mobile devices and personal devices into Intune, to ensure compliance.