Don Ickes

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

Columbus, Ohio, 43228

Mobile Phone: 614-***-****

E-mail: adg7ot@r.postjobfree.com

Key Skills

●On-site setup of systems for retail stores

●Asset Management

●Large Scale Deployments/Imaging Projects

●Personable/Team Player

●Break Fix PC, Laptops, Printers, Scanners

●Lotus Notes 4 through 8

●Remedy,Gwi, ServiceNow issue tracking software

●Customer Service/Support

●Server Builds and Deployments

●Airwatch Mobile Device Management

●Network Relocation & Office Moves

●Wireless Scanners and Access Points

●Windows 286 through 10

●Citrix Receiver

WORK EXPERIENCE

JS Products, Inc

IT Support Specialist

February 2020 to Present

Installs, diagnoses, and resolves Level 1 problems for hardware, peripherals, and software systems. Escalates complex issues to different IT Teams, as necessary. Manage & maintain IT asset inventory and software licensing. Walk colleagues or clients through steps to help them resolve their technical problems. Maintain procedures and reports that provide technical support to the entire organization. Analyze records and logs to spot underlying trends and potential issues. Support the implementation of new solutions or applications. Establish accounts for new users and assist with password or login problems. Maintains WMS; including configuring, installing, and troubleshooting malfunctions. Participate in business-wide meetings to provide insight into technical requirements. Be the SME for all technical-related functions. Follows-up on open tickets, unresolved tickets, scheduled hardware and software upgrades, systems level problems.

Ohio Attorney General's Office

Project Lead/Manager

September 2019 to December 2019

Lead for 10 direct reports. Contact users, schedule upgrade, image, configure and deploy new computer, display, and peripherals. Remediate any issues found with new computer. Properly manage both new and retired hardware assets. Monitor inventory and communicate potential issues as needed. Provide deploy ready computers to other techs as needed. Provide reports to Executive Team.

Battelle Memorial Institute

IT Coordinator for Windows 10 Migration

October 2018-September 2019

Process requests for Windows 10 upgrades. Contact users, schedule upgrade, provision, configure and deploy new computer, display, and peripherals. Remediate any issues found with new computer. Properly manage both new and retired hardware assets in the ServiceNow system. Monitor inventory and communicate potential issues as needed. Provide deploy ready computers to other techs as needed.

VOS/RDI

Field Service Engineer

April 2018-June 2018

Analyze technical issues and problems, diagnose problems, provide support to employees and assist other technicians with issues, Coordinate with other staff for the purpose of completing projects/request efficiently, Monitor and complete tickets in assigned queues, Create and update knowledgebase articles to ensure quality documentation exists for the support process, Create accurate documentation for all customer interactions, Available for escalation of routine support tasks.

Senior Services Technician

Insight Inc.

May 2016-April 2018

Huntington National Bank – Easton Banking Service Center

MACD Terminations/adds Asset Processing. Imaging Deploys, Retire Assets. Utilizing Service Now.

Huntington National Bank – New Gateway facility

Populate new facility with 1200 users. Move and/or deploy all workstation hardware and phones in new facility.

Project Team Lead at J. P. Morgan Chase

Managed a team of 6 technicians performing 2500+ remote server installs in retail bank locations. Responsible for scheduling, training, installing, verifying installs. Achieved a 99%+ success rate.

Technical Support Specialist

Chefswarehouse

June 2013- May 2016

On Site Support Michaels Finer meats…covering enterprise helpdesk. Also responsible for Queensgate Food Service, and Allen Brothers Meats. Active directory, email administration .Switchover of AD Domain, E-Mail. Canopy accounting system relocation to NJ. MS Outlook, Acronis imaging software, Aspen Canopy accounting software, Airwatch Mobile Device Management, Citrix, Terminal Services, CLI thin Clients, Laptops, Desktops, iPads, phones, security system, HVAC,

Site Support NAL/HSO-Contract

TekSystems/Honda America Manufacturing

October 2012-April 2013

Site Support for 2 buildings (200+ users) on campus using HEAT ticket system. Handle walk in issues. Process user lease exchanges. Lotus Notes 8, SMS, McAfee endpoint encryption 5 & 6. Process computer and printer lease replacements for entire Marysville campus. Receive, asset tag, load to spec, deploy, wipe old equipment and process returns to leasing company.

Desktop Support Analyst

March 2011-July 2012

ODW Logistics

Corporate office and warehouse operations support for 300+ end users both locally and remotely. Desktops, laptops, mobile devices such as Blackberry, Android, and Ipad. LXE HX-2 MX 7 & 8, scanners, Wireless access points, Lexmark and Zebra printers. Windows XP Win 7. AS/400 Client access, Ghost, Lotus Notes 8.5.3 conversion to Outlook, implemented help desk, upgraded Gwi, setup automation line, varsity ship stations, installed new autobagger system, upgraded 80% of PCs from WinXP to Win7

Technical Services Specialist II

August 2002 - January 2011

American Signature, Inc./Value City Furniture Columbus, OH

Customer Service oriented Second and Third level Hardware and Software Support for Corporate Offices, 130 Retail Stores, 5 Distribution Centers, and 3 Manufacturing Plants. In a Windows 2003, 2003, 2008 active directory server environment accessing as/400 data. Setup of new stores, store relocations, technology refreshes, server builds and installations, remote and deskside support for all company functions. Asset Management, vendor and purchase order management. Hand and vehicle mounted Symbol wireless scanners, CLI thin clients utilizing terminal services, Lexmark and HP Laser printers, Intermec thermal printers, Epson and Axiohm thermal receipt printers, some AS400 exposure. MSOffice, Lotus Notes 6.5, Adobe, VPN

EDUCATION

American Management Association Management Training Course

New Media Installing and Configuring NT Server 4.0

Compu-Master Installing, Troubleshooting, and Optimizing Windows NT

New Horizons Computer learning Center CompTIA Network + course

New Horizons Computer Learing Center

Microsoft Course number 2151 Microsoft Windows 2000 Network and Operating System Essentials.

New Horizons Computer Learing Center

Microsoft Course number 2152 Supporting MS Windows 2000 Professional and Server.

Mastering Computers Inside Windows 95 Seminar

August 1986

DeVry Institute Electronics Technician Program

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