SUMMARY OF SKILLS:

Operating Systems: Windows XP, Vista, Windows 7, Microsoft Server 2003 and 2008, 95, WINNT, IBM/PRISM and UNIX; Microsoft Office 97, 98 and 2000: Word, Excel, Power Point, Outlook and Access

Software Applications: Cobol I and II, C+ AND C++, MVS/JCL, CICS, Dbase IV, SQL, UNIX, Fortran, PowerBuilder 5.0, VSAM, Quattro Pro, Micro Focus Cobol, Macromedia Flash, Microsoft Exchange, Microsoft Outlook, Yahoo Messenger, VM Ware, Shell Scripting, Windows Messenger, Norton Anti - virus, ESP Scheduling Package, Confidential Billing System, Service Now for Ticket Incidents.

Mainframes: IBM3090’S, JES2/JES3, TSO/ISPF, IBM 3800/3930 LASER PRINTERS, IBM 3480 CARTRIDGE DRIVES, REEL DRIVES, MEMOREX 3490’S CARTRIDGE DRIVES, 3270 TERMINALS MVS/PRISM, 962 COMPLEX.; I SERIES: AS/400

PC/Hardware: Gateway, Micron, Compaq, IBM, Dell and Lenovo systems. Help Desk and Workstation support for PC Hardware Setup, Diagnose, Resolve and Configuration. VIP Access and Cisco any connect VPN client. IPTV, VOIP, TCP/IP, Avaya PBX

WORK EXPERIENCE

Confidential, Deerfield, Illinois

Desktop Support/Service Desk Technician

Responsibilities:

• To provide 1st line technical support; answering support queries via phone and email.
• Remote and on-site support to end users3. To maintain a high degree of customer service for all support queries and adhere toall service management principles.
• To take ownership of user problems and be pro-active when dealing with user issues.
• To log all calls on the call logging system.
• Respond to enquiries from clients and help them resolve any hardware or software problems.
• Maintain a log of any software or hardware problems detected.
• Support users in the use of computer equipment by providing necessary training and advice.
• To escalate more complex calls to the relevant IT Support member.
• To notify relevant staff to arrange for external technical support where problems cannot be resolved in house.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.
• Carry out daily client systems checks, reporting to IS/IT Senior Manager where necessary.
• Produce monthly reports on clients’ systems.
• Update client configuration files.
• PCs staging / installation.
• Carry out in-house system testing.
• Be responsible for in-house system back-ups.
• Update IS/IT Documentation

Help Desk Support

Confidential, Arlington Heights, Illinois

Responsibilities:

• Customer call receipt, first point of contract for customers for problem recording
• Perform basic local area trouble shooting to assist second and third level support personnel and use utilities to aid in trouble shooting (status check systems).
• Including the support of wireless devices.
• Managing Confidential & Confidential ticketing system using various accounts and status check systems to verify tickets.
• Status customer on a regular basis to keep them informed of call status, follow up on resolved problems to ensure customer satisfaction
• Escalate problems (when required) to next level technician and interface with internal and external Confidential & Confidential Vendors
• Adhere to SLAs, processes and tools
• Field incoming help requests from end users via both telephone and emails promptly.
• Basic trouble shooting router/circuits

Desktop Support Specialist

Confidential, Des Plaines, Illinois

Responsibilities:

• Managed and maintained daily activities on the internet importing and exporting goods worldwide.
• Managed, Maintained and Updated website using macromedia flash and using Confidential & Confidential yahoo website creations.
• Managed and maintained servers for website and user computers.
• Managed and resolved end users via both telephone complaints via telephonically, emails, or by responding promptly.
• Assist users with Pc related problems in timely manner.
• Managed, maintained all software applications and software updates.
• Managing end user PC computing support, ensuring desktop computer operation to allow end users to accomplish using the websites created.
• This includes receiving, Ensuring, documenting, and resolving end user requests.
• Supervised over 20 or more sales recruits for various departments and store meetings
• Implemented training course for new recruits speeding profitability
• Increased monthly sales percentages for each department

Computer Information Systems Manager

Confidential, Oak brook, Illinois

Responsibilities:

• Managed and maintained the computer information systems department by maintaining Windows NT and 95 operating systems for all users in department.
• Managed and maintained UNIX operating system for Confidential database for billing clients.
• Trained employees on computer for different software applications.
• Managed and maintained the data processing department ensuring all data was inputted in the system, processed and deadlines were met.
• Updated and created recode tables, menus, data code tables, parameter files, and AGS specifications in Confidential data base application.
• Installed, updated, and removed software applications such as Windows 95, Windows NT, CMHC, Microsoft Office 97, 98 and 2000: Word, Excel, and Access, Windows Exchange, Adobe reader.