SUMMARY:

• To secure a technical position with an organization seeking innovative technical solutions, enthusiastic customer service, and increased overall system quality.
• Highly motivated and passionate IT professional with over 19 years of experience in various IT support positions with migration’s and 27 years customer service experience, Self - motivated and positive team player with proven track record for completing multiple projects within tight deadlines, Outstanding communication skills with the ability to liaison between both technical and non-technical groups, Quick study, with the ability to easily grasp and put new ideas, concepts, and technologies into application, exceptional grasp of translating company needs into technology requirements that improve business functionality.
• Proven ability to work both independently and in a dispersed team environment.
• Managed Help-desk positions from 1st level to 4th with being the last resort for resolution in resolving issues in a timely manner and have started a new Help-desk from the ground up along with established ones with current service level agreements already in place. I have worked with all the major call tracking software to beta testing customers home brewed software.
• Senior Desktop roles that have included working independently with deployments of new equipment to working on a team as Lead Technician with imaging them from scratch with various technologies to deploy. Also have led deployment teams and trained less experienced employees.
• Replaced a Network Administrator Manager position for Quixote as a contractor doing special projects, senior desktop and network support, active directory and data migrations, administration, imaging & implementing Veritas Backup Exec 10D with remote agent.
• Started up a help desk for W.W. Grainger managing and training from the ground up to support over 5,000 sale representatives along with resolving 95% of incoming problem tickets while beta testing SPOC.
• Responsible for Servers, Desktops, and various laptops and laser printers, deployment of new PC's, hardware and software upgrades and second and third level support.
• Supported 25,000 users via remote and telephone on a team of five and built thousands of various servers, and provided backup of systems data.
• Proficient with email systems such as Outlook, Lotus Notes, and providing various problem resolutions.
• Success managing all phases of IT projects from needs analysis and requirements definition to vendor selection, implementation, and training.
• Experience creating transforms, custom actions, and user profile settings.

TECHNICAL SKILLS:

• Servers desktops and laptops
• Remote Access Service
• Active Directory Administration
• SharePoint VPN
• Exchange Server Administration
• Group Policy
• Mobile Phone Support
• Network Printers additional third party application support skills
• Creating images with deployment
• Diagnostic software for hardware devices
• Editing the Registry
• Connectivity issues
• Client for NetWare Networks
• Client for Microsoft Networks
• Software
• Various LAN and PC networks
• Wide Area Networking Support Systems
• Routers
• Hubs
• Switches
• Firmware upgrades
• SCSI systems
• Wireless
• Troubleshooting
• Repair
• MAC. Various smart phones.

Confidential

IT Support Specialist

Responsibilities:

• Provides technical support functions for the Division’s end users for all PC, hardware, software and IT infrastructure related issues; including activities relating to systems administration, computer installation, computer upgrades, tested and deployed Windows 10, computer repair, patch management, security administration, user administration, monitoring, system tuning, trouble shooting, capacity planning, printer (shared & personal) administration, asset tracking (servers, storage, PCs, printers, etc.), vendor management, data backup and restore, and disaster recovery. Loads software packages such as Windows Operating System, Microsoft Office and any other pre-approved applications.

• Troubleshoots hardware and software conflicts and make repairs or adjustments as necessary. Assists with managing and creating group policies and associated scripts related to PC usage. Administers LAN equipment, such as switches, routers, etc.
• Maintains and configures shared network printers and personal printers.

Confidential

Contractor, Senior Desktop Engineer

Responsibilities:

• Windows 7 migrations for desktops and laptops. Deployed Office 365 with post support, new computer setup, server, router, POS systems, switches, printer deployments.

• Provided technical solutions to issues such as virus removal, slow internet speeds, Network setup with smart phone email configuration with Exchange server, re-image laptops and desktops, Network printer setup with print queue on server. Deployed customized workstations and server builds images based on the global and departmental requirements to ensure compliance to standards.

Confidential, Poplar Grove, IL

Various Positions - Contractor

Responsibilities:

• Numerous hardware replacements for laptops and desktops, memory upgrades, OS re-installations. Helpdesk phone support for various businesses and home users. Troubleshooting spyware virus removal and other performance related issues.

• Provided guidance to individuals with less basis experience and providing management with timely recommendations on system maintenance requirements.

Confidential, Rockford, IL

MIS Support - Network / Desktop / Administrator / Helpdesk / All in one support

Responsibilities:

• Microsoft’s server 2003, 2008, desktop with Microsoft XP and Windows 7

• Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and support: VPN, Terminal Services, Smart phone support.
• Perform repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Oversee the daily performance of computer systems.
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.
• Answer users' inquiries regarding computer software and hardware operation to resolve problems.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Prepare evaluations of software or hardware, and recommend improvements or upgrades. Administration of user accounts in AD, Relocation of users to new office building.

Confidential, IL

Network / Desktop Engineer

Responsibilities:

• Office IT Support all in one, helpdesk, and administrator with migrating 300 desktops and laptops. Computer / network troubleshooting with day to day IT issues.

• Worked at a local school district till they ran out of funds from the state of IL.
• Small business and home computer problem resolution.

Confidential, Rockford, IL

Desktop Consultant

Responsibilities:

• Deployed new desktops and network printers with print queues for the conversion from Confidential to Harris with post support the day after. In the Rockford area on weekends for extra side work.

Confidential, Rockford, IL

Information Security Administrator

Responsibilities:

• Started up local computer support for homes and small business in the Rockford area.

• Numerous hardware replacements for laptops and desktops, memory upgrades, OS re-installations XP, 7 and Mac. Helpdesk phone support for various businesses and home users. Troubleshooting spyware virus removal and other performance related issues.
• Provided guidance to individuals with less basis experience and providing management with timely recommendations on system maintenance requirements.

Confidential, Chicago, IL

Information Security Administrator

Responsibilities:

• Assisted with syncing Novell accounts with Microsoft AD. Managing Network accounts

• (Active Directory, Novell Console One, ACF2, CA-Unicenter) to assist with password resets.
• Due to current problem with credential syncing, the majority of password resets have been re-routed from the helpdesk into the Information Security Group with various administration tasks for disabled/creation accounts.
• Administered Microsoft Exchange accounts and verified network permissions.

Confidential, Rockford, IL

Various Positions - Contracts for small businesses and home users

Responsibilities:

• Deployed desktops, servers, second level Helpdesk for various businesses.

• Troubleshooting spyware and other performance related issues.
• Provided guidance to individuals with less basis experience and providing management with timely recommendations on system maintenance requirements.

Confidential, Poplar Grove, IL

Various Positions - Contracts for small businesses and home users

Responsibilities:

• Set up servers, desktops, and printers.

• Troubleshooting spyware and other performance related issues.
• Provided guidance to individuals with less basis experience and providing management with timely recommendations on system maintenance requirements and cost savings.

Confidential, Chicago, IL

System Administrator Manager / All- In-One Support

Responsibilities:

• Desktop/ Laptop Deployment of Windows XP to new computers with data migration and email (pop Outlook accounts), software licensing management, Installed and set-up Veritas Backup Exec 10D with remote agent and backed up data to tape drive for a Windows 2000 PDC, Managed Network accounts for executives and users along with day to day support using AD, Lock down computers with group policy, software recommendations.

Confidential, Warrenville, IL

Senior Help Desk Analyst / Senior Desktop

Responsibilities:

• Developed new standard troubleshooting scripts for Service Desk. Answered help desk lines and logged calls to ensure appropriate impact and urgency classifications for incident handling and escalation, Analyzed, diagnosed, and resolved complex desktop and software problems using relevant product offerings, support policies and delivery methods resulting in technically accurate solutions, guided first tier support personnel with problem resolution and oversaw first tier support during hardware/software roll-outs,

• Independently troubleshot network, mainframe, and client server problems, Performed upgrades to hardware, software, and deployment of new hardware and software technologies in compliance with internal controls, policies, and standards, procurement of hardware, software, wireless equipment, coordinating of departmental moves hardware (PC’s, telephones, etc.), and research cost and service of personal communication devices

Confidential, Itasca, IL

Senior Technician/Desktop specialist

Responsibilities:

• Project Management on special Projects as working lead, Senior Technician, Desktop specialist, Field Engineer (for 6 months), Started up a Helpdesk from ground up for W.W. Grainger to support over 5,000 sales reps in which was responsible to resolve 60% of incoming problem tickets while beta testing SPOC the call tracking software used per contract.

• Ran at 95% resolving various hardware and software problems to help the sales team increase revenue, Software beta testing, Patching switches and hubs, Line testing, Trained new employee’s, All for growing fortune 500 corporations and others, Confidential.