Gertrude Y. Freeman

acgvuw@r.postjobfree.com

317-***-****

OBJECTIVE

As an IT Support Specialist, I have a good ability to adjust too many Certifications

IT needs. IT Supervisor, Jr. System Admin, Project Coordinator and :

Project Manager are among a few. I have been on Tier 1, 2, Application DCSE

Support and desktop support with experience in hardware, software WIN 7

support, and network issues as well as network security. I also have

experience with PDA's, Blackberry's, iPhones and iPAD's. Small to large Skills

scale rollouts using SCCM. I have also written procedural and training Programming

documentation. Plus I am detailed oriented; multitask and excellent Language:

customer service skills. SQL

EXPERIENCE Ticketing

Ariba/SIM Support Tech(contract) Systems:

05/2014-10/2014 Remedy,

S&R Resources/Cummins Altiris and HP

Ariba Support and SIM support Level1 for Cummins. Received ticket, Open view

emails and Instant messages from Customers. Provided clear and detailed

solutions to customers, prioritize workload based on the severity of Hardware:

issue and end user needs, documenting valid software issues including Dell

replication of undesired results and escalate issues as necessary to Compaq

Tier 2 or Tier 3/Development, worked with customer on fixing MAC

application issue from start of ticket to finish. Wrote Work plan and HP, Cannon,

process flow for SIMS Ricoh Printers

Service Desk analyst (contract) Blackberry's

07/2013-12/2013 IPhone

Smart IT/ City of Indianapolis Marion County IPAD

Answering service desk phone and resolving hard ware and software Telephony

issues. Application Support for City Applications, Remote Support.

Installed all software through SCCM Config Manager, Telephony Security, Software:

AD Security, Mainframe security. SCCM

MS Suite 2007,

Service Desk Analyst (contract) 2010

01/2011-3/2013 SAP

Adecco/Roche Proprietary

At the Roche service desk we are responsible for solving all calls that -Software

come into the phone queue. We also resolved calls concerning LAN/WAN SharePoint

issues, PC issues for the hardware and software, Active directory Admin Metaframe

(changed, deleted, created accounts and folders), AS400 (changed VPN

passwords) Ricoh and HP Printers. We also support blackberry's, IPASS

iPad's, iPhones and Roche instruments. In our environment we use Bomgar Ghost

and Net Meeting to support our users remotely. Wrote SOP's, TOP's Dameware

VMware

Technical Support Specialist (contract) Remote Support

7/2010-7/2010

Kforce/Dell

As a member of a project team we upgraded XP machines to Windows 7,

deployed 80 Dell Laptops, dual monitors and software, using transfer

cables. We removed the other used Dells and setup laptops according to

the user's needs.

Help desk/Desktop Analyst (contract)

4/2010-7/2010 Operating

Robert Half/Norwood Systems:

Tier 1, 2, desktop and remote support, investigated and resolved XP

computer software and hardware issues on Dells, Technical Training. Vista

Installed hardware and software on PC's, Norton Ghosting, HP printers Windows 7

troubleshooting, and tape backup (Backup Exec 12.5). Other duties as

assigned Email:

Outlook

Jr. Systems Admin (contract) Lotus Notes

2/2010-3/2010 GroupWise

Government Express Payment Email

Server(Exchang

Assisted in the rebuild of company's network. The process consisted of e)

rebuilding PC's including assigning of IP addresses and changing domain

names. Hardware and software inventory. Desktop Support. Installation Networking:

of hardware and software. Network backups. Active

Directory

Customer Service Helpdesk (contract) Novell

12/2009-1/2010 TCP/IP

KForce/Ivy Tech DNS

DHCP

Helped new/old Ivy Tech students as they entered the school year. Help IP Address

with registration, tuition, classes, pc issues, website issues and Firewalls

other question and answers.

iPhone Roll Out (contract)

10/2009-12/2009

KForce/Ice Miller

Duties included: The setup, programming and training of iPhones and

Blackberries (on the BES Server)

Project Assistant (contract) 8/2008-10/2008

Bucher and Christian/Eli Lilly

Assisted a team of Project Managers. Duties included updating project

schedules in ProChain, Managed all Communication, Risk Management,

minutes, calendar scheduling, other duties as assign.

IT Customer Support Analyst (contract)

2/2008-5/2008

Simon Properties/Smart IT

Tier 1 and 2 support to all Simon Properties. Hardware, software,

blackberries, Thin Clients,

Citrix Metaframe, Ghost Imaging, network, account administration, AS400

(assisted in changing passwords and looking into accounts), reporting

through ticketing system. Other duties as assigned.

Help Desk Analyst (contract) 9/2007-2/2008

Unisys/Professional Data Dimensions

Tier 1 and 2 support. Support for Lotus Notes, LAN, VPN, IPASS

Handhelds, Blackberries and other applications. Remote support. Resolve

all issues at 1st level

Resolve 80% of all incoming calls.

Service Desk Analyst (contract)

7/2007-9/2007

Roche Diagnostics/Perficient

Level 1 Help desk duties. Resolve all incoming calls at first level.

Includes: Black Berries, VPN connections, Wireless, Hardware and

Software installs.

Remote control fixes, Net Installs, excellent customer service.

Asset Management Team (contract)

04/2007-7/2007

Midwest ISO/K-Force

Received items into secured storage, managed and processed items into

Remedy,

helped manage the purchase orders and requests for new equipment,

helped Manage the Team Asset Queue and other duties as assigned.

Helpdesk Analyst (contract)

06/2006-11/2006

Clarian Health/Robert Half

Tier 1, 2 support for Help Desk, Monitored and resolved tickets.

Support for hardware, software, wireless, Blackberries and VPN.

Escalate unresolved tickets.

Project Coordinator/Supervisor (Perm)

05/2005-11/2005

Insight Client: H.B Fuller Vadnais Heights, MN

Overlooked and managed the responsibilities of Desktop group.

Managed tickets in Remedy queue, Main hub for all helpdesk calls and

emergencies, responsible for coordinating with outside resources in

order to get offsite machines and printers fixed, Asset management,

Documentation writing, Facilitated meetings, scheduling and

procurement. Remedy queue clean-up of tickets and assets.

Field Service Engineer (contract)

03/2005-5/2005

Insight- MPLS, MN

Replace defective dell hard drive with new ones. Reimaged newly

installed Hard drives with Ghost. Asset management.

Help Desk Analyst (contract)

08/2004-10/2004

Best Buy HQ- Richfield, MN

Tier 1 support for technicians

Ghosting (re-image) and network support. Checked in/out technicians.

Made sure all days work was done and gave details for the next day's

job. Gave details for the work of the day sent/ received extra

hardware, cable, kiosks and other hardware.

Help Desk Analyst (Perm)

10/2001-06/2004

Star Tribune Newspaper- MPLS, MN

Tier 1,2, desktop and remote, Troubleshooting support and

Administrative duties for Lotus Notes passwords, missing databases,

request for databases, Investigated and resolved computer software and

hardware issues, Answered questions applying knowledge of computer

software, hardware and procedures, Technical Training

Changed Novell, Windows, mainframe and VPN passwords, Setup and

troubleshot VPN issues, Installed hardware and software on PC's, Norton

Ghosting, Troubleshot PC's, HP printers, PDA's, network and servers.

Remedy queue clean-up of tickets before switching to new system. Other

projects as assigned.

Technician (Perm)

08/2001-10/2001

Walls4All-Saint Paul, MN

Setup/Maintenance of LAN, Built and maintained website

Help Desk Technician (Perm)

01/2001-06/2001

Minneapolis PHA-MPLS, MN

Investigated and resolved computer software and hardware issues

Answered questions applying knowledge of computer software, hardware

and

procedures Troubleshot PC's, HP printers, Cannon, network and servers

Asset management, Technical Training on printers, software and pc's

Changed Novell and Windows passwords,Network account set ups, Deployed

hardware and software, Norton Ghost,Desk Side support and Wrote batch

files .Small scale projects as assigned.

Helpdesk Analyst (contract)

11/1999-06/2000

IBM/CDI Consulting, MPLS, MN

Tier 1 Support, Support for Lotus Notes( Passwords) and Escalated

unresolved issues.

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