Nicholas J Kopka

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

Bolingbrook, IL 60440

708-***-****

acqlsz@r.postjobfree.com

Technical Competencies

- Strong PC skills, including all versions of Windows in a LAN setting

- Knowledgeable in MS Office Suite up to and including 2013 (Word, Excel, PowerPoint, Outlook)

- Experience in Exchange and Server 2003/2008/2012

- Adaptable to new IT technologies/methodologies

- Experience with various SonicWall, Cisco, and Barracuda firewalls/devices

Certifications

-CCNA Security received January 2013

-CCNA received September 2012

-CompTIA Project+ received January 2011

-CompTIA Security+ received October 2010

-CompTIA Network+ received April 2010

-Microsoft Certified Professional (MCP) received October 2009

-CompTIA A+ Professional received December 2007

Job Experience

Digerati Group LLC

Desktop I/Network I NOC Engineer 12/2012 – 06/2015

-Work various assigned tickets for MSP clients in assigned queues from AutoTask remotely via Kaseya agent installed on client machines

-Proactively diagnose/solve PC/network issues to ensure downtime for client is reduced/minimal

-Collaborate with fellow engineers on various teams to solve issues and assist on outstanding issues whenever possible

oEscalate tickets to dispatch and to level II tier techs when necessary

-Update/utilize company knowledge base for more difficult and/or recurring issues

-Dispatch to client site when issue cannot be solved remotely

Sentinel Technologies

Help Desk Technician, Staffed at Edward Don & Co 08/2012 – 12/2012

Handle phone calls coming in from sales force regarding company laptops and connectivity issues

Troubleshoot proprietary programs, VPN, printing, virus/malware removal, Novell ZenWorks, and various other connectivity issues mostly via phone

Use Bomgar remote software when necessary

Image laptops to be used and sent to sales force as hotswaps when issues cannot be normally resolved

Technomic Inc.

IT Support Specialist 04/2012 – 07/2012

Work to resolve any users’ issues, including via phone, email, and in-person requests

Installing/maintaining/troubleshooting local/network printers

Troubleshooting various issues with email and OWA

Virus remediation/removal and troubleshooting Symantec issues

Added/deleted users in Active Directory when necessary

Created data archives for each past user

Imaged/reimaged workstations/laptops for use elsewhere in company with Acronis software

Began initial setup of SpiceWorks help desk ticketing system

Elevate issues to IT Manager when necessary

Used every opportunity to learn the infrastructure and any higher-level issues/fixes

Intelligent Solutions, Inc.

Technical Support Specialist 05/2011-04/2012

Serve as field technician, traveling to customer sites throughout southwest suburbs to solve various IT/network issues

Issues ranged from hardware/software installs, moves/add/change (MAC), virus removal/cleanup, to server maintenance/install/upgrade

OS experiences center around Windows XP and 7

Software included Citrix, Cisco VPN, VMWare, as well as various third-party software installs

Elevate issues to other network specialists when necessary

Used implementation situations (new servers/migrations) to work alongside network tech for furthering education

Work with fellow techs to maintain ticketing database to keep track of outstanding/resolved client issues

Maintain weekly billing schedule, updated and completed weekly of sites/hours worked

Supported 100+ users at different sites over phone or on-site/in person depending on situation

Used remote software (VPN, RDP, JoinMe, TeamViewer) when needed to connect to client’s machine for problem solving/issue resolutions

Dreisilker Electric Motors, Glen Ellyn, Illinois

E-Commerce Manager/ Inside Sales Rep 06/2006 - 05/2011

Maintain two company e-commerce websites and upgrade both as necessary

Assist customers with site navigation and online ordering process

Provide on-call after-hours service

Assist walk-in customers with electric motor needs/minor hands-on repair

Act as backup/secondary IT/LAN Technician

Repair/replace PC's as deemed necessary by Network Administrator

Assist with network software installs as well as hardware upgrades (sound cards, NICs, network printers, etc.)

Illinois State University, Normal, IL

Desktop Support Technician 08/2004 - 12/2005

Resolved user PC issues on-site and over phone as part of IT help desk serving 500 users

Assist fellow students Ethernet connections, LRE modems and network settings to assure proper connection to university LAN

Maintain 95% satisfaction rate with Magic ticketing system to log outstanding/solved issues

Education

Western Governors University, Salt Lake City, UT

B.S. in Information Technology - Security Emphasis, 2013

Illinois State University, Normal, IL

International Business, August 2003-Dec. 2005

Moraine Valley Community College, Palos Hills, IL

A.S. in Business, July 2003

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