ANDRE JONES

*** **** ******

CALUMET CITY, ILLINOIS 60409

708-***-****

acgizf@r.postjobfree.com

WWW.LINKEDIN.COM/IN/JONESANDRE/

Professional Summary

. Help Desk...Customer Service...Technical Support...Network Support

. Systems support specialist with extensive help desk and tech support

experience, supporting more than 350 users on or offsite clients at

any one time.

. Primary responsibility of the Helpdesk Support Specialist is providing

hardware technical support to end users; installation of PCs,

printers and other peripherals as needed; perform hardware

diagnostics; coordinate repairs, liaison to vendors, and act as back

up to team members as needed.

. Provided full range of internet, email, work station as well as

desktop, and software support customers/clients.

. Possess excellent analytical, problem solving, both written and verbal

communication, interpersonal and computer skills and abilities.

Industries served include Financial Services, Telecommunications,

Manufacturing, Retail, Public Utilities, Government, and Consulting.

Graduate Robert Morris College.

Core Competencies:

Network systems security Server Backups

and Recovery

Data integrity and recovery Network systems

implementation

CERTIFICATION / TECHNICAL PROFICIENCIES

Certifications: CompTIA Network +

Platforms: Windows 95/98/2000/XP/Vista/7, Windows server 2003

Networking: TCP/IP, IPX/SPX, Ethernet, Token Ring, Fiber Optic

Tools: Lotus, SCCM, Active Directory

Professional Experience

Fox 32 Chicago

Desktop Support Analyst (August 2014 to September

2014)

. Maintained IT assets current active computers, servers and switches

inventory.

. Responsible for providing hardware technical support to Fox 32 end

users; installation of printers and other peripherals as needed.

. Configuration of new HP laptops such as asset inventory, memory

installs, etc.

. Performed smartphones and tablet support as needed.

. Performs other duties as assigned by IT management.

Coyote Logistics (June 2014 to July 2014)

Helpdesk/Desktop Support

. Responsible for the prompt resolution of all issues assigned and

notifies the Senior Networking staff of non-routine problems and

issues.

. Worked with Systems and Application Support teams to assist with

application issues when necessary.

. Participated in special project works with other department groups.

. Relocation of several departmental equipment to various different

locations within the company building.

. Ability to effectively react and respond to changing situations

including the ability to multitask, prioritize, and meet deadlines

consistently for several initiatives.

. Documented support related issues and common tasks performed by local

staff and create step by step procedures.

. Performs other duties as assigned by IT management.

Combined Insurance Company (January 2014 to May 2014)

Asset Management/Desk Side Support

. Migrate systems to Windows 7 Gold Image as documented in a

consistent manner.

. Ensure that the imaging, application installations, user state

migrations are successful.

. Demonstrates world class customer service skills to all users.

. Following all escalation procedures for remediation activities.

. This position is required at all corporate and remote locations

in the US and Canada.

. Load software and peripherals that are needed and not installed

with the migration.

. Report all issues and daily statistics to Team Lead or Project

Coordinator.

Spot Migration (Internship) January 2014 to February

2014

Remote Support - Desktop Support

. Provide remote technical support clients

. Unrack all servers and all other server equipment etc.,

"switches, routers, hubs, wireless access points, Fiber Optic

units and UPS power supplies."

. Install new racks and server equipment in new locations were

needed.

First Nonprofit Insurance Company January 2013 to

March 2013

Helpdesk Desktop Support Specialist

. Provide hardware technical support to users in person or via phone, e-

mail or on location.

. Maintain equipment inventory for FNIC property (PCs, printers, PDA's

cell phones and other equipment).

. Coordinate hardware/peripheral repairs with users and vendors if

needed.

. Create and maintain a listing of all external MIS vendors and

contracts and expirations.

. Set-up and installation, including, but not limited to,

software/hardware, peripherals, printing, testing and ensuring all

required functionality for the end-user.

. Maintain inventory of IS supplies (toner, parts, etc).

. Smartphones and tablet support as needed.

. Perform hardware diagnostics on PCs, printers and other equipment;

troubleshooting, maintenance and repair where practical.

. Remain current with technology changes and continually review these

against the processes and practices at FNIC, for improvements and

increased productivity while managing expense.

. Responsibility for providing hardware technical support to FNP end

users; installation of PCs, printers and other peripherals as needed;

perform hardware diagnostics; coordinate repairs, liaison to vendors,

and act as back up to team members.

. Windows XP/7, Spice Works Open Ticket 6.2, Policy Administrator, Image

Right Desktop, Citrix Server Desktop, MS Office 2010, Goldmine, Cisco

Any Connect VPN Client, Tight VNC Viewer, Symantec Endpoint

Protection, Live Office Client login Exchange Admin Console, Live

Office Hosted Exchange 2007, Remote Desktop, Active Directory, etc.

Mr. Quick Towing and Roadside Assistance March 2012 to January 2013

March 2013 to December 2013

Tow truck driver / Operator

. Operation of tow truck equipment.

. Transportation for vehicles from location to location.

. Provided roadside assistance operations where needed.

. On call services.

PNC BANK February 2011 to February 2012

Configuration Technician II / Refresh Technician

. Reimage of new Dell Optiplex desktop computers and Dell

Latitude series laptops.

. Installation of additional customer client applications, Lotus

Notes, Citrix, VMWare, Cisco VPN Clients, etc.

. Deployment of desktops and laptops from several Chicagoland PNC

Bank locations.

. Removal of all information from old computers, ship out old

equipment with pre-paid FEDEX labels as provided.

. Updated all work via application tool called OTIS@PNC &

CLEARVISION WEB PORTAL.

WTTW Channel 11 July 2000 to June

2010

Helpdesk/Customer Service Support/Desktop Support Specialist II

. Logged and tracked customer service calls, remapping network drives,

phone fix supporting Microsoft Windows 98/NT/2000/XP Operating

Systems, installation of software packages such as Track-It! 6.0/7.0

GroupWise 5.5, Novell Client 4.0, ARCserve7 Manager, Compaq Insight

Manager, Microsoft Outlook, Microsoft Office 97/2000/2003,

WordPerfect Office 2000/2002, Rbase, Kaspersky, McAfee asap Virus

Shield on PC Workstations, Protractv6.04, PBS Express, Wincue/QSeries

Client, HP JetAdmin, etc.

. Supported up to 320 - 350 users on the network and participate in

several workstation setups and relocations/deployments as well as

printers within the networking environment.

Education and Certification

MicroTrain Technologies - Chicago, IL 11/2013 -

01/2014

Major: Microsoft Certification Information Technology Specialist

Robert Morris College - Chicago, IL

Major: Micro Computer Systems Specialist 1987 - 1988

Harold Washington College - Chicago, IL

Major: Data Entry and Operations 1982 - 1984

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