OBJECTIVE

To continue my career path in the Information Technology field with an innovative company. I am seeking a position where I can utilize; not only my Helpdesk, and Desktop support abilities; but one which offers a constant learning environment, personal challenges and opportunities for professional growth and advancement.

CERTIFICATIONS

Dell Certified Systems Expert. I am currently in training to be certified as an Epic Security Coordinator.

TECHNICAL SKILLS

Operating Systems: Windows 95, 98, 2000, XP, Vista, Windows 7, Windows 10, Android Phones

Software: MS Office (Word, Excel, Outlook,) MS System Management Server. Outlook2003: 2007, 2010 Active Directory, Remedy, DHCP, TCP/IP, VPN, DNS, Heat logging systems, Remedy 6.3, BMC Remedy 7.5 Remedy 7.1,Ticketing Systems,Cherwell ticketing system. Symantec ghost imaging, HPCA Client, LANDesk, Logmein123. 4Sight, APPS Direct, Agilnet, Sysaid, VPN Client, Symantec Pc anywhere. Gorilla, DRA System administrative Tool. Snag it 7, Office Communicator, Adobe acrobat,

Hospital Software: Epictrained (not certified), Midas, Physicians Portal, Agiletrac, HEMM, Peoplesoft,Chartmaxx

Blackberry Desktop Manager. SMS Remote control collection Tool 4.3.9. USMT Tool beta .Remote Desktop

VPN, Bomgar remote access, Limited Blackberry support, connectivity issues only.

Hardware: Printers HP 4000 LaserJet, 4300, Hp Workstations Hp Laptop 8460, 2560, 5100, Desktop HP Compaq 8200 Elite SFFDell 1700 series, and 2300 series printers. Dell D630, X300 E4300, E6410, E6420 laptops. Desktop Dell GX280, GX745, GX520, GX580.GX745,GX780

Switches, Routers, Hubs, Ethernet cabling, Scanners, Printers, Motherboards, Hard drives, Memory, Processors

JOB HISTORY

CHI St Luke’s Hospital 09/04/2012- 03/29/2017

Sr. Helpdesk II analyst / Remote Desktop/Computer Ops (Data Center)

Responsibilities

• 100% Phone support

• Resetting AD Password, and Identifying and verifying user accounts

• Managing and troubleshooting all hospital applications, resetting password for all applications

• Managing Citrix accounts and Troubleshooting connectivity situation

• Assisting user with Epic security related issue, printing issue, and logging Doctor Issues.

• Trouble shooting server connectivity issue. Contacting vendors for fixes.

• Logging all downtimes with outages from servers, and hospital applications.

• Contacting users and resolving Epic or AD security related Issue.

Managed AD accounts, trouble shooting intro and Outro of AD accounts.

Making new mail accounts, also trouble shooting Microsoft mail box issues.

Managing tape drives for simulated tape systems, inputting live production tapes, as well maintaining

Scratch tape activities for Data Center.

I was responsible for Troubleshooting internet explorer 8, 11, Mozilla Firefox, Google chrome issue.

Responsible for setting up remote users using VPN, and Citrix connections, insuring that all remote

Users stay connected to the network.

(TEKSYSTEM)ConocoPhillips 05/01/2012-08/28/2012

REMOTE DESKTOP / Desktop

Resolving connectivity issues

Remote Access to solve Windows XP problems

Manage network accounts and security permissions

Troubleshoot & repair hardware warranty problems

Assisting user with VPN connectivity issues

Resolve printer hardware and software configuration issues that are connected locally and via the network

(ICON Consultants) Enbridge Energy 9/06/2011 – 04/17/2012

Senior Helpdesk Specialist II/ Desktop Support

Resolving connectivity issues

Trouble shooting ticket assigned to all infrastructure issues concerning Desktop team

Remote Access to solve Windows 7 imaging problems

Assist user with all major or minor software issues

Troubleshooting Microsoft 2007 and 2010 issues

Creating and Canceling user accounts

Responsible for password reset.

Create documents and knowledge base for Helpdesk Team managed via SharePoint site

On-call weekend responsibilities

Manage network accounts and security permissions

Troubleshoot & repair hardware warranty problems

TAssisting user with VPN connectivity issues

Assisting user with Lotus Notes administrative Issues (Certifying ID files)

Resolve printer hardware and software configuration issues that are connected locally and via the network

Responsible for creating AD accounts enabling End user to have certain access to security groups from within Active Directory. Allowing certain securities to be access per Dept

Valic (TekSystems)06/2010 –07/22/2011

Helpdesk Support (Tier 1) /Desktop Support/ Client Service Rep.

Started at Valic as a contractor thru Teksystems, as Helpdesk Analyst

100% Phone support for Agents on the field.

Close tickets under Remedy ticketing systems.

Troubleshoot & repair hardware warranty problems

Troubleshoot & deploy Laptop and software installs (RSA SecurID)

Troubleshoot remote access, deploy and manage RSA tokens

Manage Novell accounts and security permissions

Resolve printer hardware and software configuration issues that are connected locally and via the network

Responsible for reporting VPN connection failures.

Responsible for reporting system outages.

Assigning task to Desktop support team, using In-house logging system (Agilnet)

Full control of Inventory Management system.

Logging equipment that comes in to Valic’s possession, and logging equipment that goes out to Valic Agents.

Responsible for distributing workflow for OEA students to insure accurate shipping and receiving.

Responsible for ordering Technology equipments (Desktop, Laptops, Printers)

TekSystems 01/13/2009 – 06/2010

Helpdesk Support (Tier 1)/ Desktop support/ Imaging Tech

Installing Windows XP for PC refresh. Troubleshooting end-user connectivity and printer issues.

Perform maintenance task such as defrag of Exchange server and it’s mailbox stores.

Loading images on new desktop and laptop using Symantec Ghost Imaging.Deploying computers to the correct department once Q/A has been done.

Setup user accounts, Distribution groups, Public Folders, and forwarding on Exchange Server also resolve mail delivery issues with remote access mail via Outlook and OWA

Kiewit Energy 03/21/2008 to 12/2009

Helpdesk (Tier 2)/Executive Desktop Support/Jr. Network administrator

Performed hardware repairs for desktops and laptops for warranty cases (Dell & HP)

Install and configure air cards via VPN for users that are mobile

Performed large scale rollouts with desktops and laptops (1000 plus)

Administration of Blackberry users on Blackberry enterprise server and wireless sync server

Create and manage user accounts via Active Directory, and Novell

Creating new accounts. Enabling & disabling accounts using Active Directory.

Management of security groups, group policies of 5 different territories with Regions reaching Canada and abroad..

Resolve support tickets from Microsoft office suite (Word, Outlook, PowerPoint and Excel).

Loading images on new desktop and laptop.

Hewlett Packard (Radiant Systems) 04/2006- 02/2008

Contract: Helpdesk (Tier 2) Executive Desktop Support

Contact user after pc replacement and ensure customer satisfaction, and resolve any support tickets that were created in remedy, receive customer satisfaction surveys and enter into database

Maintained all Desktop services for shop room floor. Installing new software for all computers.

Installing printers, and maintaining calibrations.

Replace new desktops and transferred data from old pc to new pc using Symantec Ghost Imaging

Report to engineers about software, patches and hardware driver problems found

Create and test desktop software images

Diagnose, research, and replace desktop hardware

Troubleshooting XP and Microsoft Escalations.

Getronics Technical Support 05/25/2003- 02/2006

Contract: Helpdesk (Tier 2)

100% phone support taking 50 calls a day.

Password resets, reporting system outages

Troubleshooting Windows XP and 2000 issues.

Assisting users with VPN connections.

HISD 02/2001- 03/2003

Help Desk Technician

Contract

Taking internal & external support calls and emails (call center environment), besides technical support, performed many functioning aspects of a systems administrator

Performed hardware/software configuration of servers, hardware replacement (CPU, hard drives, memory)

Windows 2000, Windows XP, Windows98, Windows95 Troubleshooting.

Setting up network drivers and printer mappings

Set up and administration of Microsoft Mail and all versions of Outlook.

Orientation for new users introduced to computer knowledge for the 1st time.

ARC 07/1997- 12/2000

Computer Operator/Tape Librarian

Responsible for Processing Computer Data in a Service Bureau environment

Monitoring Computer Operations on 3rd shift.

Monitoring tape system to insure proper workflow for system data inputted by data entry.

Making sure tapes were labeled and dated for daily processing.

Maintained all Periphels.

Bank of America (Data Processors) 03/1982 – 05/1997

Overseeing Computer operation for Payrolls

Maintaining disk error coding.

Escalating all system outages

Bursting and binding payroll checks

Insuring the correct bundle was prepared for shipping for an am pick-up.

EDUCATION

Madison Sr. High School

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