Expereinced Help Desk Support Analyst

Barbara K. Doukas

***** **** **.

Frankfort, IL *0423

Cell 708-***-****

Education

Capella University: Completed three years of associates degree in Network Security

Professional Experience

Independent Contractor January 2017 – April 2017

Conducted short term project work at Motorola Solutions and ALG Worldwide Logistics

Supported premium service contracts for local and state emergency radio communication network services at Motorola Solutions

Provided desk side support and network administration services at ALG for internal employees and created accounts for nationwide businesses

Northwestern Memorial Hospital November 2005 – September of 2016

IT Support Specialist

Originally hired to conduct remote support, later promoted to a desk side support capacity conducting hands on hardware and software support activities

2nd shift hardware and software support person for four buildings. Support the NMH technical environment. Determine the needs of the end user, meet them, find a work around or facilitate the issue to the correct department and if needed, act as a go- between and coordinate the interaction

Support and set up of A/V systems for meetings to be held on projector systems in conference rooms

Set up workstations for SQL connectivity and administered access on SQL server

Administered user access on Active Directory Server and Windows Server 2008 and 2012

Worked within a mixed desktop / laptop environment of both PC (80%) and Apple (20%) devices

Supported Office 365 applications

Provided assistance for both iPhone and Android mobility devices

Operating Systems: Windows XP, Windows 2000, Active Directory, Windows 2008, Windows 10, OS X, MacOS, iPhone, Unix

Other Applications: Northwestern Memorial has approximately 200 applications. Those that most often require support are Office 97, Office 2000, PeopleSoft, Enterprise Learning Management, Kronos, Cadence, PACS, PRIMES, Remedy, Softmed, VMWare, Citrix Server XenApp and XenDesktop

Network: Work with patch panels and wiring closets in a Cisco environment. Network monitoring tools.

Operations Center: Monitor interactions of hospital systems, rotate backup media, run system jobs that produce reports for other departments, and stay in contact with appropriate departments in the event of an outage. Support servers at the direction of the responsible department.

Utilized the Remedy ticketing system for tracking purposes

State Farm Insurance Companies: April 2005 - October 2005

Front Line Internal Support Department

1st Farm Credit Services November 2003 – April 2005

Level III Phone Support

Independent Contractor June 2001 – February 2003

Conducted short term project work for a variety of companies including Sears Holding Company, Piolet Travel Centers, Davin Furniture, Carmax, and Unicare Health Networks

RS Technologies October 1999 – June 2001

Deskside Support Specialist

Responsible for providing hands on hardware and software support activities for the Chicago Ridge, Flossmoor, and Steger school districts

Operating Systems: DOS, Windows 95, Windows 98, and NT 4.0, Mac OS X

Applications: Office 97, Gradequick, Follet, Fortres, MacAfee, Norton’s Antivirus, Internet Explorer, Surfwatch and Netscape

Hardware: Parts replacement such as hard drives, memory, motherboards, floppy drives, and CD-ROMS

Network: Setting and monitoring user access for applications and NT servers, wiring, installation of routers, print servers and basic printer maintenance

Professional Software Solutions February 1999 – October 1999

Software Support – Software Trainer – Desktop Technician

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