SUMMARY:

• Windows OS installations machine settings and network configuration.
• Install and configure Windows Servers.
• Install and configure Windows Operating Systems.
• Install and created users for Windows Microsoft Exchange.
• Able using network monitoring tools; created counters and performances alerts.
• Managing domain servers and troubleshooting clients.
• Reimage Windows users from Windows XP to Windows 7& 8, 10.
• Configure and use remote access services update network communications.
• Document and track all peripherals and network issues.
• Install, configure and troubleshoot multi - function printers and mass storage devices.
• Backup and restore files; recover data and deleted files.
• Install and troubleshoot PC components on Windows environments and Mac OS.
• Significant experience performing operations and procedures in virtual environments (Virtual PC, VMware and Virtual Box.)
• Created network work-stations.
• Stocked and delivered PCs, PC components and electronics devices.
• Maintain and update Inventory database every month for office.

TECHNICAL SKILLS:

Software: MS Office (Word, Excel, Outlook, SharePoint); Lync, Adobe, Clonezilla, MS Exchange, Access, instant messaging software; VMware applications, Altiris, BMC Ticketing System, Avaya Aura Agent Desktop 6.0 Userlock Admin, UltraVNC Viewer, Mobile Frame, Nortel VPN Client, Cisco System VPN Client NetIQ Administration.

Browsers: Internet Explorer, Firefox, Chrome, Safari

Hardware: PCs, Laptops, Telephone Systems, Printers, Routers, Modems, Smart Boards, Office Projectors

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows, NetWare Servers, Mac OS

Cellular: Blackberry, Apple, and Android phone support.

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

IT Support

Responsibilities:

• Provided technical support to various small businesses
• Set-up printers, computers, and home networks
• Performed hardware repairs and software updates
• Installed and operating systems Windows and Mac
• Taught computer classes and tutored customers in PC usage, internet navigation and research, and typing
• Troubleshoot Windows 7, 8,10 and Window XP Operating system

Confidential, Chicago, IL

IT Support Analyst

Responsibilities:

• Troubleshoot Windows 7 and Window XP Operating system
• Explain problems and solutions clearly too non-technical users.
• Office 2007/2010 Outlook 2007/2010 Word, Excel, PowerPoint
• Configure Cisco IP phones or equivalent
• AD account admin experience create, delete, change move account in windows Server 2008 or 2010
• Wireless PC, Mac and iOS devices
• Received "outstanding" ratings on performance reviews each week, with top marks in teamwork, customer service, communication skills and technical problem-solving.
• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
• Utilized proprietary ticketing system to issue, track log various troubleshooting events
• Provided IT support in desktop, laptop, printer and phone support
• Troubleshoot in networking areas including to LAN and VPN
• Support for XP, Vista, and 7 machines
• Routinely exceed call-handling goals, closing an average of 60 to 100 calls daily (25% above quota) with a 80% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal.
• Partnered with Tier II and Tier III help desk peers based in the United States to resolve complex problems that required escalation.
• Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
• DameWare mini remote desktop support tools.
• AD account admin experience (create, delete, change, move accounts) in Windows Server 2008 or 2010.
• Maintains inventory of all hardware and software
• Creates, administers, and disables user accounts on multiple systems as directed by the IT Manager.
• LAN installation and support (printer installations onto LANs).
• Excellent problem-solving skills.
• Prioritize tasks, work independently and as part of the team, and meet deadlines with a strong work ethic.
• Imaging Windows operating systems.
• Prepares and ensures accuracy of all documentation related to updates of internal and external operation procedures, technical updates.

Confidential, Oak Brook, IL

Desktop Technician

Responsibilities:

• PC builds deployment, configuration and troubleshooting hardware installation and associated problem resolution.
• Operated as service point of contact for help desk, helping to diagnose, troubleshoot, implement, and resolve solutions successfully handling over 30+ tickets and request daily
• Respond to trouble and work request in person, via phone and electronically.
• Troubleshooting and problems resolution for all network devices.
• Device support for cell phones and IPads.
• Provided printer support.
• Prepare activity reports.
• Maintain inventory database.
• Log all helpdesk client interaction.
• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
• Excel in asking probing questions and researching, analyzing and rectifying problems.
• Transferred phone, email, and fax request into web based ticket system.
• Provided emergency support via on-call and early morning shift.

Confidential, Indianapolis, IN

Help Desk Analyst

Responsibilities:

• Routinely exceed call-handling goals, closing an average of 60 to 100 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal
• Partnered with Tier II and Tier III help desk peers based in the United States to resolve complex problems that required escalation.
• Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
• Received "outstanding" ratings on performance reviews each week, with top marks in teamwork, customer service, communication skills and technical problem-solving.
• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
• Utilized proprietary ticketing system to issue, track log various troubleshooting events
• Provided IT support in desktop, laptop, printer and phone support
• Troubleshoot in networking areas including to LAN and VPN
• Support for XP, Vista, and 7 machines

Confidential, Chicago, IL

Geek Squad Double Agent

Responsibilities:

• Worked both on-site and remotely performing computer repairs upgrades, installations, and consultation.
• Performed duties at home when not on-site providing remote support platform.
• Helped clients make savvy technology decisions and sell on-site services.
• Traveled via company vehicle to client's home or worked remotely via phone or Geek Squad's Support platform providing solutions.
• Made advanced repairs on units and respond to client inquires.
• Facilitated solution of sales, upgrades, installations and service in home/store.
• Provided thorough documentation of issues in trouble ticket system and followed up diligently to ensure swift resolutions of all work.
• Assist individuals and business to upgrade computer hardware, installed computer software, and upgrade computer system for compatibility and security.
• Setup and repaired computers small home and office networks. Repairs ranged from virus removals, registry errors, system file corruption backups, restoration.
• Order shipment and repair of in and out of warranty computers.
• Handled and transferred customers’ personal data through data services recoveries and data migrations.
• Worked directly with customers while offering the correct services and products.
• Received “outstanding” ratings on performances reviewed each year with top marks in teamwork, independent work, and customer service.