Manager Software
Resume:
Cherane Wilson
*******@*****.***
I seek a challenging position in a dynamic environment that utilizes my
knowledge and skills to meet company goals and provide for professional and
future growth. I am a Technical Support Professional who is dependable,
hard-working, results-oriented and a motivated self-starter. I have
extensive experience in Technical Support and Extensive knowledge in the IT
industry.
Skills
Summary
o Microsoft Windows 5.1(DOS)/ME /NT/ 2000 /XP /Vista
o Microsoft Office 95/97/2000/2003/
2007
o Microsoft Outlook
o WordPerfect 8/9
o DocXchange
o Carpe Diem 3.5
o Interaction 3.5/4.2
o DTE
o Expert Advisor
o Lexis-Nexis
o Norton Utilities and Norton Disk Doctor
o Delta View
o DocsOpen
o Sharepoint (view only)
o PC Docs Document Management Systems
o Microsoft Exchange 5.0/Outlook
o Comparite 5.5/7
o Legal Macpac 97/2000
o DocXtools
o Conversions Plus
o EasyCD 5.0
o Easy CD & DVD creator 6.0
o Nero Burning ROM
o Palm Pilot/Pylon Pro
o Blackberry
o Lotus Notes 5.08/6.5.3
o Lotus123
o OWA-email Internet Based
o Norton Ghost 6.01 Enterprise
o SMS (client mgmt system)
o Remedy 5.0/7.0
o Aldon Community Manager 6.5
o Heat Tracking System
o Wireless
o PC Anywhere 9.0/10.5
o FIBERLINK_VPN/Broadband/Wireless/dialup/IPASS/VPN/
Citrix (Remote Desktop Use)
o Active Directory Administration
o User Manager 4.0
o Norton/McAfee Antivirus
o Client Access (AS400)
o Right Fax queue
o FTP
o Adobe Acrobat
o Word Star
o RSA Token
o Imaging-Ghost
o Printer setup/installation
o ZENWorks
Education
Robert Morris College DeVry Institute of Technology
(Chicago Campus)
Chicago, Illinois November 1986 Chicago, Illinois
June 1991
Associate in Applied Science Bachelor of
Science, Computer Information Systems
o CompTIA A+ Certified
Professional Experience
Self-employed and Volunteer 6/2009
-PRESENT
o Troubleshoot, setup and install hardware and software
o Training
o Umpire Children's Baseball
Office of the Comptroller of the Currency, Chicago, IL
Resident Technical Support Field Agent
4/2008 -6/2009
o Provide phone, desk side, and remote support for all levels of customers
(including VIPs and Exceutive Level Employees)
o MS Windows XP/MS Office 2003 (w/Outlook in an exchange environment)
o Troubleshoot and install Software and PC Hardware and Peripherals
o Create and maintain documentation (text and visuals) for use by Customers
and team members
o Asset Management (tracking IT Equipment)
o Modification of registry
o Tape backups
o Troubleshoot, configure, replace and order Printers (network, personal
and offsite printers), also, copier and fax machine items
o Provide Mainframe password resets
o Daily management of the email and voicemail request
o Maintain department documentation
o Imaging (Ghost) of DELL laptops and desktops for new and existing
customers
o Deliver security patches to Customer PC via RUN ADVERTISED PROGRAMS in
Control Panel
o Maintain office equipment inventory
o Burn and copy CD's for customers
o Ordered and shipped supplies and equipment to customers
o Registry modification
o Supporting/setting up Blackberry's
o Setup and troubleshoot remote access using VPN, IPASS, VZ Access Manager,
Wireless Access and Citrix for Personal Web Access
o Remote Assist Software (Remote Desktop)
o Issue and maintain loaner log for Verizon Cards
o Break/Fix (Computers and Printers)
o Customer account administration (active Directory)
o SMS
o Maintain knowledge of products and current support policies
o Meet SLA Agreement
o Support Network, personal, and offsite printers
o 3rd party software support
o Remedy (call tracking system)
o Data Transfer
o Setup Presentation Meetings (laptop and projector)
o
Dean Foods, Franklin Park, IL
Technical Support Specialist
9/2003 -3/2008
o Travel to remote site within the Midwest Region
o Troubleshoot and resolve hardware and software issues for all levels of
customer (including VIPs and Exceutive Level Employees)
o Setup, train and troubleshoot remote access use (VPN, FIBERLINK, IPASS)
o Remote Assist Software (Remote Desktop)
o Troubleshoot, configure, replace and order printers (network, personal
and offsite), copier and fax machine items
o Replace hardware (Hard Drive, memory CD/DVD drive, mouse, keyboard for
desktop and laptop)
o Removal of computer virus using Symantec removal tool instructions
o Troubleshoot, install and resolve PC hardware and Peripheral and software
issues
o Registry modification
o Break/Fix (Computers and Printers)
o Imaging (Ghost) of laptops and desktops for new and existing customers
(DELL, Compaq, Toshiba)
o Customer account administration (active Directory - add / delete users,
reset passwords, add new customers computer onto the network)
o Burn and copy CDs for customers
o Daily management of email and voicemail request
o Suggest procedures to enhance the quality of services provided by the
Helpdesk
o Create and maintain documentation (text and visuals) for use by Customers
and team members
o Lead or participate in special projects
o Acquire and maintain competent knowledge of relevant products and current
support policies
o Meet SLA Agreement
o Reset Customer login via AS400 and modified customer AS400 System
settings
o Asset Management (tracking IT Equipment)
o Assist with purchase of customer software and hardware
o Ordered and shipped supplies and equipment to customers and received
ordered supplies and equipment as needed
o Aldon (call tracking system)
o Data Transfer
o Minor networking troubleshooting experience
o
Self-employed 11/2002
-9/2003
o Troubleshoot, setup and install hardware and software and Training
Gardner, Carton, & Douglas Law Firm and Baker McKenzie Law Firm, Chicago,
IL
Application Support Specialist/Help Desk Level II
11/2000 -11/2002
o Troubleshoot, resolve, and install hardware and software issues for large
o volumes of Customers of all levels and notify Customers of network
outages (including VIPs and Executive level employees)
o Setup, train and troubleshoot remote access usage VPN, IPASS, and
Wireless Access
o Setup Presentation Meetings (laptop and projector)
o Setup and Configure printers
o Imaging (Ghost) of laptops and desktops for new and existing Customers
o Break/Fix (Computers and Printers)
o Customer account administration
o Troubleshoot, Fix, convert, modify documents and verify document file
types
o Burn and copy CD's for customers
o Monitored and cleared, checked fax phone lines and rerouted faxes sent to
phone to main fax line Software installation
o Create and modify documents (templates) and macros
o Daily management of the email and voicemail
o Problem documentation
o Provide technical coaching and mentoring to other team members
o Suggest creative and efficient programs, guidelines, methods, and
procedures
o Lead or participate in special projects on manager-appointed task force
teams
o Contributed articles to the departmental newsletter and create
instruction sheets
o As a team player, I attended training sessions and willingly agreed to
train other colleagues
o Acquire and maintain competent knowledge of relevant products, current
support policies
o Appointed the position of Site Communications Representative
o Provide after hours on call support 24/7
o Lotus Notes (call tracking system)
o ZENWorks
D'Ancona & Pflaum LLC Law Firm, Chicago, IL
Help Desk/Desktop Support 8/2000
-10/2000
o Troubleshoot and resolve hardware and software issues for large volumes
of Customers of all levels (including VIPs and Executive level employees)
o Troubleshoot and install hardware and software
o Troubleshoot, Fix, convert, modify document
o Imaging (Ghost) laptops and desktops for new and existing Customers
o Maintained log for all loaner laptops issued to Customers
o Customer account administration
o Setup Presentation Meetings (laptop and projector)
o Problem documentation
o Monitored and cleared Right Fax queue, checked fax phone lines and
rerouted faxes sent to phone to main fax line Software installation
o Daily management of the email and voicemail
o Provided after hours on call support 24/7
o HEAT (call tracking system)
o ZENWorks
Training, Technical Skills and Other
o Suitability Clearance
o IT Security Awareness (Managing Information Security Risk: 7 Rules for
Taking Action) Training
o Culture of Privacy Awareness Training
o Managing and Troubleshooting Devices, Drivers, Local Security and User
Logon Training
o Resolving Issues with Internet Explorer, Application Security and
Security Incidents Training
o Ethics and Compliance Training
o Networking Essentials Class
o DELL Warranty Parts Direct Technician Certification / Dean Foods
o Managing a Microsoft Windows Server 2003 Environment - Certificate of
Achievement
o Knowledge of HP Laser Jet and IBM Info32 printers, Docucolor copiers,
Ricoh Fax Machines, Sayers-printers, Xerox-color printers, Desktop and
Laptop (Compaq, Dell, IBM, and AISA)
References
o References are available upon request.
Contact this candidate