WIDI COOK

**** ******** **, **********, ** *****

Phone:630-***-****~acf0qf@r.postjobfree.com

BILINGUAL SOFTWARE SUPPORT SPECIALIST

B.S. in Management Information System, A+ Certified and MCITP Trained

Experienced in serving multinationals – Siemens USA, CB&I, TCS Education System

Provided on-site and remote customer support for installation and operation of the

software products, systems, and platforms

Provided support to customers and personnel in diagnosing, troubleshooting, and

resolving product-related issues

Provided day-to-day support to customers and staff in relation to product implementation,

customization, questions, and problems

Received Employee Achievement Award for stellar customer service

Interacted effectively with both non-technical users and highly technical users

Acted as liaison between users and Developers

Cross function as Junior Developer/Assistant to System Administrator/Help Desk Support

Assisted System Adm for major software updates (installation, customization, changes in

IP address, Dlls, Initialization files, Pc names, security access, user accounts local /AD)

Created training manuals and training session for engineers at Chicago Bridge and Iron to

use RS6000/ Unix to run their engineering library programs

Distributed, deployed and set up engineering library programs for PC and LAN

Experienced with SQL (store procedures) /Excel/Crystal Report

AREAS OF EXPERIENCE

Keywords: Technical Knowledge: W indows Server 2003 R2/2008, Exchange 2007, Active

Directory, Windows XP/Win7, Microsoft Office Suite 2003/2007/2010 (Mac), SQL Databases,

Symantec Backup Exec 2010, WatchGuard, Sophos, Remote Connectivity (SMS, VPn), Wi-

Fi, VoiP, Visual Basic for Applications, Track it, SysAid Help Desk Software, Desktops,

Laptops, Barcode scanning and tracking, multifunction printers, scanners, copiers

PROFESSIONAL EXPERIENCE

Siemens Industry, INC - IL (Jun 2013 – May 2014)

Excel VBA Junior Developer

Interviewed clients and transformed business requirements into custom application

Designed and created dozens Excel VBA programs to create Bill of material

Revised Access 2010 VBA program to generate product nomenclature

Created a distributable package (.exe/msi) to install and un-install Product Catalog also to

install adobe reader in the silent mode if user does not have Adobe Reader

Widi Cook acf0qf@r.postjobfree.com ~ page 2

Johnson Blumberg and Associates, LLC - IL (Nov 2012 – Jan 2013)

IT Associate/ Acted as Jr. System Administrator - Attorney’s Office

Purchased licenses, implemented, tested and set up VPN on Sonic Wall for 50 attorneys

Provided guidance on product features, configuration and implementation options

Identified, documented, and followed with problems and bugs

Recommended, implemented and configured SysAid Help Desk Ticketing System on

Windows Server 2008 (on Derby database)

Superior Ambulance, Elmhurst - IL (December 2011 – June 2012)

Help Desk / Field Technician - Hospital & Health Care Transportation Industry

Assisted System Adm in major software upgrades for tracking (ambulance vans, patients,

location-gps, medical records, emts, hospitals)

Ensured a successful installation and training of the software options and features

Assisted in all troubleshooting aspects of the user’s needs

Maintained constant contact with the user’s to meet all their needs

Recognized end-users’ need for additional products and services for in-house softwares

Worked closely with Senior Developer to troubleshoot and debug in-house softwares

Remained aware of product changes, enhancements, and new releases

The Chicago School of Professional Psychology, Chicago –IL (2010-2010)

Consultant - Education Institution – Higher Education

Performed Helpdesk support for on-line students and staff personally, phone, email, SMS

Recorded, classified, assigned technician, investigated resolution, follow up, closed tickets

Imported/Exported, customized, automated data to and from SQL/Excel/Crystal Report

Utilized Barcode W asp and Track it Software for managing Inventory asset

Pen National Gaming, Joliet – IL (2008-2009)

Help Desk – Gaming

Received Employee Achievement Award for stellar customer service

Assisted in updating and upgrading major gaming software throughout the casino

Designed, developed, and launched successful “Customer Survey“ to measure quality

and performance of Help Desk operations and customer satisfaction

Assisted Senior Programmer with SQL database maintenance for company promotions,

updated Self Evictions and Exclusion and the high roller patrons database

Assisted in the testing of Visual Studio 2005 custom programs and SQL store procedures

EDUCATION & CERTIFICATIONS

B.S. Management Information System - Indiana State University, Terre-Haute, IN

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