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Charlie Dobson

***** ***** ****** 847-***-****

Wauconda, IL 60084 acpwo9@r.postjobfree.com

Summary

MCSA certified, experienced PC Technician / Desktop Support professional

looking for fun and challenging environment in Desktop Support or Desktop

Engineering capacity.

Professional Experience

CDK Global, LLC (formerly ADP Dealer Services) 03/2014-Present

Tech & Apps Mgmt Specialist II Hoffman Estates, IL

. Monitored incoming alerts

. Acknowledge, triage, correlate, and escalation of trouble tickets

. Worked to meet documented SLAs

. Assisted with Priority Outage Conference Bridge calls, including

timeline of events and contact engagement

. Drive Outage incidents to resolution

ADP Dealer Services, Inc. 11/2010-03/2014

End User Support Analyst II Hoffman Estates, IL

. Managed Windows Server 2008 R2 Minitab Licensing Manager server

. Managed Windows Server 2008 R2 Print Server

. Application packing with WISE Package Studio

. Installing hardware and software systems

. Image PCs and Laptops with Windows XP, 7, & 8

. Maintaining or repairing PC/laptop equipment

. Troubleshooting a variety of computer issues

. Setting up computer security measures

. Configuring computer networks

. Offering technical support on-site or via phone or email

. Identified and documented steps to problem resolution

. Active Directory account creation and management

. Exchange mailbox creation and management

. DHCP reservation creation

. Group Policy Object (GPO) creation, testing, and implementation

DeVry Online 10/2011-11/2011

PC Tech Naperville, IL

. Installing hardware and software systems

. Maintaining or repairing PC/laptop equipment

. Troubleshooting a variety of computer issues

. Image PCs and Laptops with Windows XP or 7

. Offering technical support on-site or via phone or email

Professional Experience - continued

Insight Global/ADP Dealer Services, Inc. 06/2010-10/2011

IT Support Analyst (contract) Hoffman Estates, IL

. Used Microsoft Deployment Toolkit (MDT) to download Windows 7 and

Windows XP images to Lenovo PCs and laptops

. Migrated user data from old asset to new asset using Microsoft Windows

Easy Transfer

. Ensured installation of Sophos Safeguard hard drive encryption

software per security policy

. Troubleshot various hardware/software issues to resolve any issues

users encountered

Accomplishments:

. Worked with a team to deploy over 500 Windows 7 computers company wide

. Led project for successfully deploying over 30 computers in a business

unit

. Assisted in reducing IITS Tier 2 ticket queue down from 1400 to just

over 500 in three months

Global Resources, LTD/JPMorgan Chase & Co. 05/2010

Specialist Northbrook, IL

. Download OS image to new workstations and configured system for users

. Wiped hard drive of the old workstation OS and software using DOD-

standard wipe utility

. Assisted in setting up hardware disposal for old workstations

Sheltering Oak 06/2002-04/2010

Systems Administrator Island Lake, IL

. AD, DHCP, & DNS configuration and administration using Windows Server

2003/2008 R2

. Accu-Care medical database installation and management

. Installed, configured, and maintained security of all servers and

workstations in the environment adhering to Microsoft Best Practices

. Installed and administered IIS 7.0 for company website

. PC hardware and software troubleshooting

Accomplishments:

. Expanded network infrastructure with Cat5e cabling

. Deployed Windows Server 2003 VPN using Routing and Remote Access

. Expanded number of client PCs which increased employee productivity

. Implemented proprietary database backup solution to an offsite

location

. Tested and deployed company-wide Windows 7 Operating System migration

. Awarded first-ever Employee of the Month

Education

ADP Dealer Services Hoffman Estates, IL 12/2012

. Configuring and Administering Microsoft SCCM 2012

. Configuring and Troubleshooting Windows Server 2008 Active Directory

Domain Services 6425C

. Configuring Windows 7 70-680

CompTIA A+ 04/2010

Certificates achieved:

. CompTIA A+

Coursework Includes:

. CompTIA A+ Essentials 220-701

. CompTIA A+ Practical Application 220-702

ComputerTraining.edu Schaumburg, IL 09/2007-03/2008

Certificates achieved:

. MCP (Microsoft Certified Professional)

. MCSA (Microsoft Certified Systems Administrator)

Coursework Includes:

Microsoft Windows XP Professional Microsoft Windows Server 2003 Network

70-270 Infrastructure 70-293

Microsoft Windows Server 2003 Microsoft Windows Server Active Directory

Environment 70-290 Infrastructure 70-294

Microsoft Windows Server 2003 Network Microsoft Windows Server 2003 Active

Infrastructure 70-291 Directory and Network Infrastructure

Microsoft Internet Security and 70-297

Acceleration Server 2004 70-350

Technical Skills

Microsoft Windows XP/Vista/7/8/8.1 Pro Ethernet, token ring, routers, switches,

installation and configuration hubs, network cabling, firewall, fault

Microsoft System Center Configuration Manager tolerance, network security

application deployment Batch (.BAT, .CMD) scripting

Microsoft System Center Configuration Manager Server Administration and Network

Endpoint Protection Protocols

Windows Network Infrastructure (TCP/IP, Configuring DNS, DHCP, WINS, Routing and

NetBIOS, NetBEUI) Remote access using Server 2003

Microsoft Hyper-V virtual machine creation and Troubleshooting TCP/IP and network

configuration connectivity

Configure Windows Firewall, Remote Desktop, Create LAN IP subnets, IP reservations,

Group Policy Objects and DHCP scope options

Active Directory Domain Services Domain Trust Design and build custom PCs from

configurationMicrosoft IIS installation and components

configuration including FTP, WebDAV, and site PC hardware troubleshooting and repair

binding Microsoft Office 2003/2007/2010

Active Directory Group Policy planning, installation and configuration

creation, and configuration Microsoft Server 2000, 2003, 2008, 2008R2,

2012, 2012 R2 installation and

configuration

Contact this candidate