SUMMARY:

• My objective is to obtain a position that utilizes and extends my current skills and experience, with the goal of into a leadership role.
• I feel I have a great deal to offer any organization seeking an energetic, high impact, self - motivated employee.
• I seek not just an opportunity, but also a challenge.

TECHNICAL SKILLS:

• Windows 7, 8.1, 10
• Certified HP Laptop/Desktop Computer System Technician
• Windows Migration (All versions up to Windows 10)
• Training of end users. Windows, Office, Mobile Devices
• SCCM 2012 Imaging
• SharePoint Security
• Mobile Devices iOS 5-10
• Android (Up to Marshmallow)
• Windows Phone
• Blackberry
• Microsoft Office Suite (All relevant versions to Office 2016 Pro)
• Virtual Communication Technologies
• Lync Client 2010 & 2013
• SharePoint rights administration
• Skype
• Cisco Jabber
• Confluence 4.1.2 (Knowledge Base creation software)
• Microsoft Active Directory Administration Users and Computers (User, and Security group creation and administration)
• Exchange 2010 Mailbox and Distribution List creation.
• Network Monitoring
• Help Desk Software’s: Service Now, HEAT, HP Service Desk 4.5, TrackIt, ServiceDesk Plus, Infra & Help Star 2012
• Remote Desktop, Bomgar, ProxyPro
• VPN
• Anti-Virus
• Internet Explorer (All relevant versions to IE 10)

PROFESSIONAL EXPERIENCE:

Confidential, Green Bay, WI

Service Desk Supervisor

Responsibilities:

• Prioritize all tickets coming into our Service Desk ticketing system.
• Assign tickets to appropriate group. This includes our Service Desk, Network, IBMi, and SharePoint teams.
• Track and triage tickets. Making sure that tickets are worked on according to priority and are resolved within a reasonable amount of time.
• Track and report on all incoming and resolved tickets for the weekly executives’ meetings. Reporting on backlogs and trends.
• Track and report on incoming calls to the Service Desk phone line.
• Handling ticket and call escalation.
• Dealing with vendors for price negotiation, and warranty replacements.
• New user creation within Active Directory.
• Remote support of Level 2-3 tickets.
• Process improvement and documentation.

Confidential, Schaumburg, IL

I.T. Coordinator

Responsibilities:

• I managed all Information Technology processes for the company, which is comprised of 3 companies. Confidential, Confidential IT, and AWI Staffing. This included, but was not limited to planning, purchase, and implementation of all new technologies.
• I supported our offices in both Appleton and Schaumburg. Splitting my time between the 2 offices.
• Some of the accomplishments in the time I was there are as follows:
• I have replaced 40 old laptops with new HP versions. Not only giving us continuity on our hardware platform, but also giving us machines designed for business, with a 3yr warranty as opposed to a 1 yr.
• I replaced the old multi-function printers with new models, and a new service contract. This gives us more reliable printers with advanced features such as “Secure Print” for confidential documents, which is HIPPA compliant..
• I installed a new internet router that adds stability, speed, reliability and security to our internet service.
• I replaced a switch that was failing and causing IP phone issues, and internet problems.
• I have created several relationships with new IT vendors that have helped streamline our ordering process for equipment and software. This not only saves us money with bulk discounts, but ensures that we know where and when we got our IT merchandise, helping to organize our budget expenditures.
• I have streamlined the process for new hires by working with HR to create a checklist that we use to make sure that all new hires get the equipment needed and are in all the correct call routing groups, and email distribution lists.
• I have improved the laptop replacement process, but creating a “date of purchase” roadmap for replacing the older computers that are no longer efficient, but also off warranty.
• Along those lines I have instituted a data transfer process that captures all the users’ data and settings to make the transition from the old computer to the new, almost seamless.
• I have worked with TDS to improve the process of ordering and receiving new phones and lines for new hires. Cutting down the wait time for new equipment.
• I have created a new fax-to-email number for HR to use where confidential faxes can be sent to them and go straight to their email, instead of coming in on the main fax where anyone can read them.
• I have created a process for users who leave the company to ensure all access is removed, both locally, and remotely.
• I set up a backup schedule and private drive for payroll to back up their payroll files every week. Keeping all payroll current, and secure.
• I have documented all vendor contact information and processes, creating a “Knowledge Base” for easy access when troubleshooting a problem.
• I have put processes in place to provide prompt service for ALL technology related problems within the company. This includes PC, desk phone, cell phone, tablet, printer, and software issues. Improving quality of service, and efficiency.
• I have upgraded our internet service thus alleviating the bottle-necks experienced with Bluesky, cBiz, Email, and other web-based systems.
• I have upgraded our Wireless Access Points to now “Hand off” wireless service between the 3 points, so there is no drop off or degradation of wireless service when moving a device from one end to the other, within the office. Also balancing the load to improve quality of coverage.
• I have combined where our websites are hosted and domains are parked. This improves efficiency of service for any changes that may need to be made, but also consolidates billing. Again with no change to cost.
• We moved from a previous location in Schaumburg, to our current one. I was the IT project manager for the entire Schaumburg office move. Including to and from our temporary and permanent locations. This included the designing of the IT layout. Screening and negotiating the labor contracts. Purchasing and installation of the new equipment needed, and coordinating the transfer of services for both locations.
• This included many weekends of work, to reduce production down time.
• I have upgraded their internet speeds from 25mbps to 75mbps for the same cost per month.
• I have worked with Confidential to help increase the reliability and uptime of their internet service.
• I have worked with RingCentral to improve the quality of service on the calls, and Confidential to improve the stability of the calls.
• I have replaced most of the aging technology, and also taken time to go out there and work on some of the older laptops that just needed to be cleaned up and refreshed.
• I have set up a system that allows me to remote from the Appleton office directly to the Schaumburg office, to work on the routers, phones, and printer there.
• Most importantly, we have responded quickly and professionally to any and all of the concerns and issues raised from that office. Resolving most issues within minutes of being notified, by using software to remote the machines on that end, and working with the users to resolve their issues

Confidential, WI

Sr. Desktop Support Specialist

Responsibilities:

• Lead the 3rd level support team for our desktop platform which consists of 140 users in the DePere office, and 30 remote users.
• Managed PC rollout to replace all legacy equipment with new HP 6200 & 6300 SFF. This includes entire 170+ users, and all conference, and training rooms. My main role in this project is the design and implementation of the desktop image.
• Managed all vendor relations. Including, but not limited to; pricing, terms of the contract, and service contracts.

Confidential, Barrington, IL

Sr. Systems Specialist/Help Desk Supervisor

Responsibilities:

• In charge of all tech interviews for new hires as well as reviews and any disciplinary actions.
• Designed and implemented SLA guidelines that improved SLA compliance from 62% to 95%
• Track ticket completion proficiency and also designed the ticket completion process.
• Full control over the design and implementation of the desktop infrastructure, along with the testing, documentation, and training for all new desktop technologies.
• Documentation and creation of online Knowledge Base.
• Training of new hires, and existing employees on all equipment and software. iPhone, iPad, Android, and Blackberry setup and training.

Confidential, Broadview, IL

Desktop Platform Engineer

Responsibilities:

• Onsite Desktop build and 3rd level support for North American power tool division
• Building and deploying of Windows 7 machines. Both Lenovo and HP
• Desk side support for level 3 desktop issues
• Onsite support for 5 Bosch locations
• Digital phone moves
• Smartphone support. (Blackberry, Android, iPhone)
• Ticket and asset tracking using SMT (System Management ToolSuite)

Confidential, Neenah, WI

Sr. Desktop Support Technician /Team Lead

Responsibilities:

• Lead a team of 5 site support technicians.
• On-site support for over 300 users traveling between 5 Fox Valley sites doing fresh OS installs and user data migrations, as well as, hardware break/fix repair on HP Notebooks, Tablets, Desktops and Printers
• Responsible for application regression testing and image deployment for recent Windows 7 migration
• Responsible for hard drive catastrophic failure recovery

Confidential, North Riverside, IL

Help Desk Supervisor

Responsibilities:

• Lead a team of four. Two phone support reps, and two laptop techs.
• Responsible for staff performance goal setting, task scheduling, performance appraisals and overall staff supervision, including any disciplinary actions and/or employee termination.
• Interviewed, hired, and negotiated temporary employee contracts. Handled all escalated (Level II & III) user support problems.

Confidential, Boscobel, WI

Desktop Support Manager

Responsibilities:

• Managed a team of three
• Handled all interviewing of potential new IT hires.
• Negotiated all vendor contracts, service agreements, and equipment pricing.
• Management and administration of 50 user workstations.