Professional Summary

Highly personable professional with 7+ years’ experience supporting technical users

International experience supporting global end users over multiple time zones

Solid work history delivering exceptional in-person/desktop (3 years) and phone/remote support (4 years).

Polished communications skills with all levels of an organization including executives.

Technical Skills

Operating Systems: Windows XP/7/8, Microsoft Server

Software/Applications: MS Office, MS Exchange, Active Directory, ERP/SAP User Support

Helpdesk Software: Remedy, Track-it!, ServiceDesk

Remote Support Tools: VMware, DameWare, Citrix, VNC, pcAnywhere, RDP (Remote Desktop Protocol)

Monitoring Tools: Wireshark, SolarWinds

Hardware/Mobile: Desktops, Laptops, Servers, POS, Cisco Routers/Switches, Tandem, Blackberry, Smartphones

Professional Experience

Various Short Term Contract Projects/Training Sept 2014 – Present

New hardware rollouts and refreshes, re-imaging laptops and desktops

Setting up system encryption

Arthur J. Gallagher & Co. (contract), Itasca, IL May 2014 – Aug 2014

IT Analyst, Non Stop Operations

Non Stop Operations – Mainframe Operator

Ran and monitored Mainframe Computer jobs

OfficeMax, Itasca, IL May 2010 – Apr 2014

IT Analyst, IT Service Desk

ERP, SAP Help Desk Support - retail & corporate users

Remote Desktop/POS Support

Wireless troubleshooting of laptop computers

Active Directory user maintenance

POS/Desktop/ERP App Remote Support for hundreds of retail stores and thousands of corporate users both nationally and internationally located.

Cummins-Allison Corp., Mt. Prospect, IL Aug 2006 – Feb 2009

PC Support Specialist

Active Directory Network Administration Duties: Adds, Removes, Changes.

Desktop Support: Software updates, printer support, hardware support.

Remote Desktop Support for branches all over the country.

Assisted in creating solution database for department.

Technically wrote documentation for end users and technical staff.

System Backup Responsibilities.

Wireless troubleshooting of laptop computers.

Desktop support for both in-house and remotes users.

Assisted in network support

Performed administration duties for entire company.

Wrote technical documentation.

MEDCOM Information Systems, Inc., Hoffman Estates, IL Mar 2004 – Jul 2006

Product Support Specialist

Welford Chart Notes Electronic Medical Record Tech Support.

Assisted in Technical Writing of software documentation.

Coordinated communications with offsite programming department

OptionVue Systems International, Libertyville, IL Jan 2002 – Apr 2003

Product Support Specialist

Assistant Admin duties for entire company.

Phone tech support for OptionVue software.

Assisted in Win XP rollout and MS Exchange server migration.

Performed system backup, virus maintenance, cabling and desktop support for internal clients.

Administered XP Pro, 2000, and MS Exchange servers.

Served as backup for network team and assisted in cabling for network.

Performed phone technical and desktop support including MS office suite and OptionVue

Education

Columbia College, Chicago, IL

BA – Communications

Computer Learning Center, Schaumburg, IL

DIPLOMA: Computerized Business Systems &

Network Administration

GPA 4.0/4.0

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