SUMMARY:

• Extensive experience providing Help Desk Levels I through III, Hardware/Application Support and Installation
• Supported various environments utilizing Windows 2000/XP/Windows 7, MS Office 2000 through 2010, Lotus Notes 8, Outlook 2003 & 2010, in a desktop & Windows - Unix, Novell, Linux server environments
• Trouble Ticket software applications: Peregrine/Remedy/People Soft SQL, HPSM, Webspoc
• Also responding via email, 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 LiteTouch
• BlackBerry BES install and upgrade
• Computer Troubleshooting, Dell, Confidential, Lenovo, HP
• Install, physically move, change, and dispose of computers, hardware and software
• Printer Troubleshooting, HP, Lexmark, Epson, Dell
• Provide virus removal and systems upgrades for Norton Anti-Virus, McAfee, & Malware applications
• Knowledge of networking protocols such as DNS, TCP/IP, DHCP, Remote Access
• VPN and Remote Access Capabilities
• SCCM Configuration Manager and ToolsMS Out look experience:
• MS Outlook configuration and troubleshooting
• Created profiles
• Outlook exchange server 2008 backup files and restored profiles and created free busy schedule for managers
• Outlook Exchange 2008 mailbox user profiles, multiple mailboxes
• Create calenders, meeting rooms, groups
• Active Directory configure multiple users mail boxes
• Create new user and existing you profiles
• Restore corrupted files and lost pst. Files
• Train user on deleting and archiving unused files and folders

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Help Desk Service Support

Responsibilities:

• DNS, DHCP server creations, IP Address creations
• Using INFOBLOX
• Windows XP, 7 Installs and Migrations
• Installation of VPN and access
• Citrix Xen Application and Remote Access
• Exchange Management Console Support
• Exchange PowerShell
• 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
• OutLook Troubleshooting
• OWA Setup access and Troubleshooting
• Verizon Conference Calling Call Setup
• Handled companies High volume Ticketing System, with customers/employees around the Globe
• ITL base, and Sox Policies environment
• Work 24/7 rotation weekends for HelpDesk service on call
• Work side by side with Server Teams and Network Team to complete task goals

Confidential, Chicago, IL

CMS Help Desk Support

Responsibilities:

• Windows XP, Windows 7 Installs and Migrations
• Troubleshooting HP, Lenovo, Dell, Compaq, Laptop and Desktops
• Installation of Air Cards, Printer Troubleshooting, Confidential, Xerox, Compaq
• This requires travel through out the Confidential and it’s Departmental Facilities. i.e. Stateville Prison, Lottery Distribution Department, Department of Finance, Human Health, Human Resources.
• Remote Access Troubleshooting. Novell and Windows Exchange Server knowledge
• VPN, AirCard installation

Confidential, Chicago, IL

Help Desk Migration Specialist

Responsibilities:

• Windows 7 migration process, via server, USMT, AIK, or USB process
• Troubleshooting HP, Lenovo, Laptop and Desktop
• Approximately 150 users
• Setup Micro Soft Security Essentials
• Ensure MSSE information is updated
• Activate all Micro Soft Applications
• Launch Adobe Pro
• Troubleshooting and ensuring all application migration was successful

Confidential, Chicago, IL

PC Help Desk Support

Responsibilities:

• Windows 7 migration process, via server, windows application, or USB process
• Troubleshooting, Dell, Lenovo, HP
• Windows SCCM Configuration Manager
• Windows SCCM Client Tools
• Active Directory
• Migration for 1000 Clients
• Ensure all applications have successfully met migration standard.
• All Microsoft applications as well as Chicago Tribune Apps, ie, for Newspaper, WGN, CLTV, CNN, Food Network, Chicago Magazine, RedEye, and all subsidiaries of their operation.

PC- Help Desk Support

Confidential, Chicago, IL

Responsibilities:

• De-installation of banking computers
• Disk wipe all computers to ensure maximum security of all banking information
• Re-image computers when required
• Contact Chase Help Desk when complete
• Complete CMS ticket information, fax to appropriate Chase personnel
• Package de-installed equipment boxes that are being shipped to the branches and apply labels to the boxes for asset disposal pick-up
• Follow-up with customer to ensure satisfactory resolution has been met.

Confidential, Chicago, IL

Desk Technology Support Specialist

Responsibilities:

• 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)
• Ensuring that all other tickets are completed in a timely manner as to guarantee SLA’s are met.
• Provides professional customer service to all academic levels of staff/student customers
• Response to all software and hardware issues for desktops/laptops, Apple Mac computer systems. Troubleshoot Blackberry Cellular phones internal software, as well as IPhones, all BES issues resolved.
• Diagnosis and repair all printer, network issues, Windows XP Pro/2010, MSOffice 2007/2010, Outlook Exchange, within standard guidelines.
• Phone system setup, voicemail activation.
• Provide responsible decisions regarding upgrades and possible replacement issues to customers regarding software and hardware upgrades, when deemed necessary.
• Follow-up with customer to ensure satisfactory resolution has been met.
• Print and deliver “how to” instructions when requested by customers.
• Special project when assigned by team lead.
• Document all resolutions for future
• Assist other technicians when requested.
• Work and support other technical departments to ensure resolutions for customers are met.

Confidential, Chicago, IL

Computer Systems Analyst

Responsibilities:

• Uninstall/Reinstall and move all new computer workstations, Laptops and Printers
• Patch installation for all computers
• Reconfiguration/installation of software either manual or via Active Directory
• Installation of telephones, including wiring
• Upgraded necessary manual software applications, not in d Confidential base
• Initiated a twice weekly meeting with Executive Assistant to President of Confidential Health, which was welcomed, regarding all technical issues, resolutions, weekly trouble ticket targets. and proposed system and application upgrades for Upper Management and staff
• Weekly and monthly Server backup tape management.
• All hardware upgrades and fixes as needed for workstations as well as Servers.
• Ordered new hardware as required including pc’s, servers and LAN printers
• Installed all printers including software, fixed all HP printer problems, including hardware.
• Monitored all room pc’s when classroom activity
• HPSM Ticketing system for request for troubleshooting support and new purchases.
• Reconfiguration of all computers, including Branch and Assistant Branch Manager Offices
• Certified direct connections for Confidential ’s - (Teller Cash Dispense Machines)
• Reconfigure software for Confidential conversion.

Confidential, Chicago, IL

Help Desk Support Specialist

Responsibilities:

• Install / Uninstall new computer workstations and re-imaging utilizing Altiris
• Set up desktops and laptops, configured systems, ensured network connectivity, installed and tested hardware and software
• Provided 2nd and 3rd level Desktop/Helpdesk support
• Troubleshot network, O/S, applications, printers, and other peripherals

Confidential, Kennesaw, GA

Installation Help Desk Executive

Responsibilities:

• Install, configure, monitor and troubleshoot PC's and related hardware on all OS platforms
• Recommend hardware and software solutions and upgrades using established procurement processes
• Resolve Windows related issues, Internet Explorer issues and other PC software related issues
• Handled a high influx of inbound calls for customer software installation support
• Assisted ticket and phone customers with application, hardware and installation issues
• Responded to customer inquiries and requests via phone and People Soft ticket request to resolve issues efficiently and professionally
• Utilized multiple call center support applications to effectively assist customers and agents
• Kept customers apprised of products, services, promotions and warranties
• Expedited and facilitated the escalation of customer service issues
• Exercised strong interpersonal communication skills with customers and department personnel
• Answered an average of 100 hundred customer calls per day
• Experienced in People Soft (CRM), Vantive, trouble ticket entry, Covad, Level 3, Hydra TS and Knowledge Base software applications

Confidential, Chicago, IL

Protection Specialist/PC Technician

Responsibilities:

• 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.
• Tracked and de-escalated technology
• 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
• Resolved Windows and Internet Explorer issues on desktop and laptop
• 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 program
• Designed analytical d Confidential reports for quarterly reporting requirement to upper management on LDP entries and trouble ticket percentages
• Ensured a committed support team through cross of Computer Operations
• First 5 years of employment, handle division budget with senior accountant in access of 40 million annually