Help Desk Technician

MARK HEDL

*** ***** ***** *****, ***** Lake Beach, IL 60073

630-***-**** ********@*******.***

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Help Desk Technician

IT Help Desk professional with experience with Help Desk tasks including

Microsoft Windows Server, Active Directory, Outlook / Exchange Server, LAN,

iSeries (AS/400), Lotus Notes and PC desktop support. Strong

troubleshooting ability for computing issues related to applications and

hardware. Excellent communication skills, including phone support as well

as written and verbal skills.

Technical Expertise

Operating Systems Microsoft Server 2003, Windows XP, IBM OS/400

Software Microsoft Exchange, Lotus Notes, Veritas Backup Exec, IBM BRMS,

IBM Client Access, Hardware Management Console (HMC),

ROBOT, iSeries Navigator, QSystemMonitor

Hardware IBM AS/400-iSeries, Dell and IBM servers and tape drives,

various printers and peripherals

Networking Ethernet, Tokenring, FTP, TCP/IP, Telnet, Ping utilities

Professional Experience

Nov. 2008 - Oct. 2009 Instant Technology

(Contractor) Chicago, IL

iSeries (AS/400) Administrator: Contract Position at Uline Shipping

Supplies, Waukegan, IL

? Provided technical support and troubleshooting for iSeries systems.

? Managed 10-LPAR environment using Hardware Management Console (HMC).

? Upgraded 3rd party software on iSeries, including Pitney Bowes Code-1,

RVI and MKS Implementer.

? Participated in weekend Disaster Recovery and MIMIX Switchover

testing.

? Scheduled iSeries jobs using ROBOT and native OS/400 job scheduler.

? Used CL programming to modify and create backup, restore, IPL, and

startup programs.

? Created and maintained application and procedural runbook

documentation conforming to Uline standards.

? Maintained iSeries CUM and Group PTFs.

Oct. 2005 - Feb. 2008 Oil-Dri

Corporation Chicago,

IL

Help Desk Technician / iSeries (AS/400) Administrator / Network Technician

? Provided Help Desk and tech support in Windows and iSeries (AS/400)

environment in corporate office and

by phone at offsite manufacturing facilities.

? Solved Microsoft Exchange email transmission issues.

? Monitored Microsoft Server Event Viewer logs, managed Windows Updates

and Server disk utilization.

? Maintained Windows server backups and iSeries backups. Restored

network data as required.

? Upgraded Windows server software including Veritas Backup Exec,

Transcentive Express and FAS.

? Created and maintained Active Directory user accounts, permissions,

distribution groups and security groups.

? Implemented MIMIX software to replicate data between production and

disaster recovery iSeries.

? Upgraded iSeries operating system to V5R2 and V5R3 and maintained

iSeries PTFs.

? Assisted in installation of model 520 disaster recovery iSeries in

offsite facility.

MARK HEDL

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Mar. 2003 - Oct. 2005 Loparex

Incorporated Willowbrook, IL

Help Desk Technician / iSeries Administrator

? Upgraded iSeries (AS/400) to V5R3. Upgraded software including IBM

MQSeries, LANSA and ROBOT.

? Migrated data, assisted in hardware upgrade from iSeries model 820 to

520.

? Maintained iSeries PTFs, monitored iSeries and Windows server backups,

restored data.

? Upgraded client workstations from Windows 98 to XP.

? Installed Microsoft Windows updates and patches.

? Provided Help Desk support. Supported client workstations and

peripheral equipment.

? Created network user accounts and group accounts using Active

Directory.

? Provided technical support in 100 local user, 25 remote user, and 15

Windows server environment.

Oct. 2002 - Mar. 2003 Prometric Testing

Services Chicago, IL

Certified Test Center Administrator

? Administered computer-based testing of students and professionals.

Processed examinees and maintained

secure test environment. Interacted with public, including resolving

examinee issues and complaints.

Jun. 1998 - Apr. 2002 J.D.

Edwards Denver,

CO

iSeries System Administrator

? Upgraded IBM iSeries (AS/400) operating system from V3R2 through V5R1.

? Migrated data from off-lease to incoming iSeries models 170, 270, 310,

530, 720, 740, 820 and 830.

Post-migration phase included reconfiguration of hardware resources

and full testing of new system.

? Upgraded software including IBM WebSphere Application Server and J.D.

Edwards World.

? Provided software and hardware troubleshooting on iSeries and

peripherals onsite and at remote locations.

? Used CL programming to create backup and system monitoring programs.

? Maintained IBM cumulative and group PTFs.

? Created and maintained documentation for system configurations and for

internal standards and procedures.

Mar. 1996 - Jun. 1998 J.D. Edwards

Denver, CO

AS/400 Computer Operator, 3rd shift

? Functioned as off-hours help desk for global offices, performed backups

for AS/400 (iSeries).

Education

Northern Illinois University, DeKalb, IL

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