SUMMARY:

• IT professional offering a unique set of communication, management and technical skills with proficiency in a variety of software programs, hardware knowledge, strong planner, problem solver and contract negotiation who can readily adapts to change, works independently as well in a team setting and exceeds expectations.

TECHNICAL SKILLS:

• Microsoft Office 365
• Microsoft Azure
• Microsoft Office 2003
• 2007
• 2010
• 2013 and 2016. Microsoft Server 2003 r2
• 2008 r2
• Server 2012 r2
• Microsoft Communicator 2007
• Lync
• Skype for Business
• Active Directory
• Group Policy Management
• DFS Management
• DHCP
• Cisco VPN
• Microsoft SCCM 2012 r2
• Endpoint Protection
• Polycom Video Conferencing equipment
• Sophos Anit - Virus
• Dell KACE 1000
• KACE 2000
• Apple Devices
• VMWare & Hyper-V

PROFESSIONAL EXPERIENCE:

Director of end user computing

Confidential

Responsibilities:

• Oversee and manage support staff for 6,700 employees across roughly 40 sites across Cook County.
• Oversee and manage End User Computing department which is 35 employees consisting of Light Duty officers and IT professionals.
• Oversee and manage an 24/7/365 Help Desk.
• Oversee and manage the Field Technicians.
• Oversee and manage the Asset Management (All Hardware and Software)
• Responsible for supervising Field Technicians and any other Junior End User Computer support personnel.
• Provides end users an end-to-end reliable and satisfactory experience, from the initial incoming Help Desk call to delivering what was requested, while observing all rules and guidelines.
• Provides leadership and direction for all personnel that perform installation of all end user hardware (computers, laptops, monitors, scanners, printers, etc.), installation and configuration of end user applications and integration with our Microsoft Windows Network Operating System environment, as well as collaboration with third party application suppliers.
• Monitors daily progress of all end user computing support personnel in their assigned duties.
• Provides any new hardware standards.
• Negotiate pricing with multiple vendors for computer hardware purchases.
• Plans upcoming end user deployments and computer refresh policy, plans and roll outs.
• Plans upcoming copier refresh plans and roll out.
• Provides any new hardware, software, systems, policy, and procedures to mitigate Departmental inefficiencies.

Lead desktop engineer/helpdesk manager

Confidential

Responsibilities:

• Responsibility for assisting in the design, implementation, and maintenance (both proactive and reactive) of TCSES and affiliated school’s desktop computing environment and peripherals.
• Our team help maintain an enterprise level desktop computing infrastructure, as well as, the diverse and complex business applications running on them.
• Manage and maintain the Hardware Life Cycle Management, Change Management, Helpdesk Ticketing and its effects on ensuring business continuity.
• Leads the engineering team in keeping up with the knowledge of industry to recommend, plan, and implement technical solutions meeting the complex and ever changing business needs.
• Provide technical assistance and coordinate between all the various groups that make up the TCS ED System organization. Above all, ensures solutions meet business objectives while maintaining a high level of user trust and confidence.
• Provide level III support for the affiliates site support as well as all of the staff members of TCS Ed System and personal support for the Leadership, executives and board members.
• Responsible for managing accounts for students, faculty and staff such as emails accounts through Exchange, account setup via Active Directory and moving them to Office 365.
• Responsible for managing the Help Desk and creating documentation for helpdesk agents to use.
• Provide training for staff in Microsoft Office products like Word, Excel, PowerPoint, Outlook, Publisher, Visio and other Office products.

System Administrator

Confidential

Responsibilities:

• Provide computer support for various offices in the United States and international offices with approximately 250 users (500 in 2007) with 4 (four) member IT support staff.
• Upgrade and created software packages for different programs and well as troubleshooting daily problems with Microsoft Office Suite as well as Microsoft Server 2008R2 and 2003.
• Responsible for managing all user account related items such as emails accounts through Microsoft Exchange Server, account setup via Active Directory.
• Provide, maintain, and responsible for up keeping of all work production servers and Blackberry Enterprise Server as well as the user’s blackberries and iOS5 devices.
• Responsible for setting up and maintaining all Polycom video and conference call equipment.
• Train new users on the network, programs, policies and procedures of the company as far as technology.
• Center point of communication between users and the IT group for daily issues or planned upgrades.
• Support C-Level employees with hardware, mobile devices, and home computer issues.
• Troubleshoot the President’s personal Apple genius bar servicing MacBook, iPad, and iPhone.
• On-call responsibilities 24/7 one week per month.

wi-fi technician

Confidential

Responsibilities:

• 43rd ASCO Annual Meeting at the McCormick Place in Chicago.
• Worked the Wi-Fi section of the ASCO Annual Meeting and it’s considered the premier educational and scientific event in the oncology community.
• Worked with many different people from different countries from around the world and helped them connect to the Wi-Fi and keep their machines up and running.
• ASCO stands for American Society of Clinical Oncology.
• Helped in the troubleshooting of laptops, PDA’s, and pocket PC’s.
• There were more than 30,000 medical professionals’ attendees at this conference.

Computer technician

Confidential

Responsibilities:

• Connected new PC, new LCD monitors, all cords, components and peripherals as well as perform basic cable management on workstations.
• Logged into PCs as a user to finish imaging and drop additional application for each person’s user profile.
• Executed ELCA’s provided user script to transfer PC customization from server copy of user profile.
• Installed personal peripherals such as printers, keyboards and mice.

National admissions advisor

Confidential

Responsibilities:

• Assist Financial Aid, Academics, and Student Accounts Departments with retrieving important information.
• Conduct all business via phone in high volume call center.
• Advised inquiries on how to be successful students and continue to work with them until graduation.