SUMMARY:

• Client - focused IT professional with a growing networking knowledge base experienced working within demanding, fast-paced environments that require strong customer relations, organizational, interpersonal and technical skills.
• Provides exemplary customer service, able to translate complex technical terminology to all coworkers in all departments
• Proven ability to learn and cross-train to aid in achieving organizational objectives and goals
• Highly adaptable, commended by supervisors for working interdepartmentally
• U.S. Air Force - Honorably Discharged

TECHNICAL SKILLS:

Operating Systems: Windows, Mac OS X and Linux

Networking: Cisco IOS, VLAN, OSI, TCP/IP, EIGRP, OSPF, RIP, VPN, Ethernet (802.3, 802.11), IPv4/IPv6

Software: Office 365, MS Office Suite (Word, Excel, Outlook, PowerPoint and Access), Active Directory and Group Policy, Windows Server 2012, Barracuda phone system, QNAP, and Spiceworks; familiarity with TeamViewer, Microsoft Dynamics 365, Kayako, Bomgar, Zendesk, Cisco AnyConnect and Wireshark; also, various CRM and SAP software (AS4000 and ERP); installing and supporting AutoCAD, Revit, Trace 3000, SKM, Bluebeam and Adobe

PROFESSIONAL EXPERIENCE:

IT Consultant

Confidential, Chicago, IL

Responsibilities:

• Network mapping and configuration checking on a Cisco ASA 5515
• Access Control System Configuration checking
• Conducted server builds
• Microsoft Active Directory Administration
• Installing the LAMP stack (Ubuntu), set up an intranet using WordPress

Confidential, Chicago, IL

Director of IT

Responsibilities:

• Finished a 3-month contract assignment in 6 weeks
• Created thirty-five plus IT processes to streamline them and make the end results replicable
• Crafted major IT policies; email and internet usage, data protection, company supplied devices
• Budgeted and tracked various IT expenditures; performed cost analysis on software and hardware
• Network management and security; authentication, authorization and accounting
• Updated and maintained various inventories (software, seat licenses, hardware and access points)
• Monitored and maintained intermediary devices (QNAP, Cisco, Procurve, Barracuda, Netgear)
• Managed Office 365 (new user creation, licenses, permissions, passwords)
• Provided desktop support and monitoring (installed/updated licenses, troubleshooting, virus/malware removal, driver installation)
• New hire onboarding, configured new desktops/laptops, Polycom phones, set up new workstations

Confidential, Chicago, IL

Audit Manager

Responsibilities:

• Created internal documentation of processes; created and maintained a knowledge base; posted to and updated the SharePoint dashboard
• Created the new hire training program and review process
• Optimized the routing of clients and the auditors’ workloads to maximize resources and play to individual auditors’ strengths
• Trained auditors to use technology to their advantage to maximize potential credits for the client
• Built cost model to prove the effectiveness of the changes implemented; increased the savings on the UPS side by 27% in the first three months
• Provided desktop support for the auditing department (new hire setup, troubleshooting PCs and peripherals)
• Assisted the clients with our FTP site (client setup, posting, and troubleshooting)
• Team-building: volunteered to learn the reporting process to be the liaison between IT and Auditing to aid in the communication and effectiveness of both teams

Confidential, Chicago, IL

Help Desk Technician

Responsibilities:

• Operated and troubleshot in Linux, MySQL and virtualization
• Contributed to the DokuWiki; wrote and posted the documentation for various internal processes
• Monitored the ticket queue, took responsibility for resolving and escalating pertinent tickets to the Senior Engineering team
• Utilized remote access software to assist with client requests; including performing upgrades from Microsoft Outlook to Office 365 to resetting passwords and troubleshooting
• Assisted with administrative duties in Exchange Management Console, Active Directory and Google Applications

Confidential, Chicago, IL

Operations Supervisor

Responsibilities:

• Managed all operations for full, partial and consolidated freight (from tracking to invoicing)
• Liaised between multiple offices and departments to build a more effective and cohesive team
• Developed and deployed documented processes for operations
• Provided significant input into the design and implementation of a new document hub
• Maintained control of all accounting for specialized freight; negotiated increases in credit lines
• Took ownership and investigated all claims for both full and partial truckload teams; was the point-of-contact (internal and external) which allowed for the process to be streamlined and centralized

Confidential

Operations Coordinator

Responsibilities:

• Negotiated loads, acquired quotes from carriers, built relationships with them
• Tracked loads (phone, email, online, chat), worked closely with carriers on a myriad of issues
• Liaised between the customer and carrier; problem solving and expediting
• Managed billing issues for specialized freight; produced a cost savings of over $95,000
• Created and maintained spreadsheets, ran special projects and the online support desk

Confidential, Chicago, IL

Help Desk & Data Intern

Responsibilities:

• Inputted large amounts of data into Excel spreadsheets and Access database
• Analyzed and interpreted data; turned it into usable information
• Researched information via phone and Internet; generated reports for multiple departments
• Managed the local Zendesk and then the National one