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Information Technology Support

Westerville, Ohio, United States
May 30, 2017

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Best Available phone – 614-***-****


Experience, credentials and technical expertise in the areas of PC and Desktop Support across Windows Networks and Telecommunications; Presents a proficiency in PC hardware and network client applications; Demonstrates skillful and expert knowledge of current server, desktop and laptop hardware systems; network and desktop operating systems and firm-wide standard applications and utilities. Vast experience with migrations consisting of Windows 7 and 10 operating systems. Well versed in the installation and configuration of Lync and Skype for Business 2015


Microsoft Desktop Applications (Office Suite, Outlook, Internet Explorer, etc.), Lotus Notes, McAfee and Norton Virus Protection Active Directory, Terminal Services, TCP/IP LAN, Telecommunications, Telephone and Voicemail Configuration, Installation and Configuration of file, messaging servers and server backups, SMS Desktop Management, Blackberry Support, Excellent oral and written communicative skills, Ability to lift/transport items up to 50 lbs, capable of calculating decimals, percentages and fractions efficiently, knowledgeable in network standards, protocols & procedures, platform usage, capabilities and applications of network equipment

Level II/III Desktop Support • Proficient in Service Now Ticketing System • Hardware and Software Support • Peer-to-Peer User Groups Resolution • Proficient Troubleshooting • Software and Hardware Migrations • Escalation • POS/Scanner and Self Check Out Installs • Purchase Recommendations • Internal/External End-User Support • Virus Removal • Information Technology • System Upgrades • System Access and Usage Training • VPN Support • Skilled with PC/laptop imaging utilizing SCCM, HP Configuration Services and Ghost


06/16 to 03/17

State of Ohio – Department of Public Safety, Columbus, OH

Emergency Management Agency

Lead Service Desk III

Part of a team that provides break/fix support to information system users for BMV (Bureau of Motor Vehicles), OCJS (Office of Criminal Justice Services), EMA (Emergency Management Agency), EMS (Emergency Medical Services), OHS (Ohio Homeland Security) and OSHP (Ohio State Highway Patrol).

Organized and supervised large-scale Windows 10 migration project, transferring the client's OS from Windows 7 to Windows 10, also implementing Office 365 and Skype for Business 2015 via SCCM

Coordinated with technical teams for administration and support services of Active Directory

Executed effective support services for Microsoft Exchange applications.

Delegate duties and tasks within the IT department.

Coach all team members and motivate them to produce desired results.

Work alongside other departments to achieve company goals and visions.

Supervise repair and maintenance of all IT equipment.

Provide solution to any complex IT related challenges in the organization.

Attempted relationships with the business by implementing ITIL framework

Organize implementation of MAC (Move, Add and Change)

Utilized PowerShell scripts to assist with troubleshooting Windows 10 issues and software installations

Responsible for monitoring of Service Request and Help desk tickets for assignment utilizing Service Now ticketing system to resolve, update and close as applicable

08/14 to 05/16

HMS, Westerville, OH

Information Technology Services

IT Support Analyst III

Responsible for Infrastructure support and Level III break/fix for end user devices for all supported business sectors.

End user devices include: Laptops, Desktop PCs, Printers (wired and wireless) and software.

Responsible for monitoring of Service Request and Help desk tickets for assignment utilizing proprietary Service Now ticketing system to resolve, update and close as applicable

Troubleshoot and resolve all incidents reported to the Help Desk or received via a ticketed request

Lotus Notes to Microsoft Outlook 2013 migration for over 300 users in a PC environment, including resolution of all post-migration issues through phone, email, remote and deskside support.

Attempted relationships with the business by implementing ITIL framework

Working knowledge of HIPAA privacy and Security rules.

Participated in special projects as required

Image and test end user device operating system and production software via SCCM

Setup and configuration of new printers (direct, network and wireless)

Implement MAC (Move, Add and Change)

Follow security and network policies when performing all responsibilities

Provided support for remote users (VPN and other connectivity issues)

Provided guidance and work leadership to less-experienced technicians

02/14 to 06/14

DHL (Exel), Westerville, OH

Information Technology Services

PC Services Technician

Responsible for Infrastructure support and Level II break/fix for end user devices for all supported business sectors.

Responsible monitoring of Service Request tickets and/or Help desk tickets for assignment utilizing Remedy ticketing system to resolve, update and close as appropriate

Diagnose and repair end user devices both on and off the Exel network

Diagnose and correct hardware and software issues

Install and test end user device operating system and productivity software

Imaging of new and replacement of PCs utilizing imaging software off of a portable storage device

Setup and configuration of new printers (direct, network and wireless)

Installation and configuration of Cisco AnyConnect VPN Software

Provide Level II break/fix support and provide MAC (Move, Add and Change) support.

Installation of approved software to support software compliancy policy

Implement workflow processes for Service Request and Service Desk incidents utilizing Lotus Notes to complete

Perform routine QA testing that involves operation of a system and/or application

02/11 to 02/14

JP Morgan Chase, Westerville, OH

Retail Desktop Support – Consumer Business Banking

Technical Operations Analyst

Windows Server 2003/Windows XP/Windows 7 hardware/software diagnosis and MS Outlook troubleshooting.

Utilize Active Directory to add/modify/delete groups to end users profile.

Provided level 2 remote support via Windows 7 Remote Assistance to remediate technical issues.

Repair workstations and install them at local branches when applicable.

Responsible for answering server dispatch calls which consists of securing a replacement server from our lab, driving it to the branch that is down; installing, connecting to LAN and verifying that the server is operational.

Minimal hardware removal/installation on HP ProLiant G5, G6 and G7 series servers.

Responsible for daily operation of technology solutions within the BAU environment

Identify problems and analyze ways to troubleshoot and mitigate risks.

Remote PC/Laptop imaging utilizing HP Configuration Services

Attempted relationships with the business by implementing ITIL framework

Provides training of the Eagle ticketing system and BAU processes to new team members.

Second level incident case management for bank managers, tellers and financial advisors.

Responsible for accurate problem identification, recommendation of system or design fixes, and resolution of P1/S1 tickets.

Ensures information controls, back-up and recovery strategies are in place across all environments.

Implement creative solutions and use judgment based on technical knowledge.

Determine the best course of action to resolve technical issues that pose risk to the end-user community.

05/09 to 02/11

Insight Technologies, Columbus, OH

Technical Ops Analyst

Supervision of multiple network field technicians to minimize the possibility of server outages at Chase branches nationwide.

Lead Analyst responsible for managing four (4) onsite technicians and 12 off-site technicians.

Managed server and local desktop migrations for the Washington Mutual-JP Morgan Chase Conversion.

Managed local installation and configuration of all new peripheral equipment for the branch conversion.

Setup and executed new branch technology builds and hardware refreshes.

Maintained proper build specifications and performed testing via HP Radia Management software.

Windows Server 2003/Windows XP/Windows 7 hardware/software diagnosis, migrations and MS Outlook troubleshooting.

Remote support provided via HP ILO Management Tool and Ultra VNC.

Post 2009 Washington Mutual-JP Morgan Chase Conversion became responsible for supporting bank managers, tellers and financial advisors with issues pertaining to the new setup utilizing JPMorgan-Chase Eagle ticketing system.

06/08 to 10/08

NASA Glenn Research Center, Brook Park, OH

Desktop Customer Support Technician

Provided Level 2 functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems.

Assisted in the installation and maintenance of software, as well as the setup and troubleshooting of all equipment.

Tracked and de-escalated technology and both computer and telephone equipment systems.

Expertly installed, configured, monitored and troubleshot PC's and related hardware on all OS platforms.

Oversaw the investigation and resolution of hardware and software issues both remotely and onsite.

End-Users were employed at NASA-Glenn Research Center, Brook Park, OH.

08/05 to 05/08

Visium Resources, Rocky River, OH

Client Technologies Technician

Provided hands-on desktop support, installation, imaging via Ghost, configuration and the physical setup of over 2,000+ HP and Dell laptops/PC.

These tasks were fulfilled at numerous companies including, but not limited to; Forest City Enterprises, The Cleveland Clinic, Charter One Bank, Cingular Wireless, Rockwell Automation, Key Bank Corporation, East Cleveland School District, Progressive Insurance and Swagelok Company

11/04 to 07/05

Gilmour Academy, Gates Mills, OH

PC Specialist / Desktop Support Technician

Procured, documented and tracked inventory of all computer equipment and software licenses.

Performed diagnostic testing on PC equipment and ensured printers were functional at all times.

Performed wiring and daily maintenance of internal computer/network systems.

08/02 to 06/04

Pontiac Academy for Excellence, Pontiac, MI

Computer Lab Instructor

• Educated students on modern technology and on the basics of all aspects of the computer- hardware,

software and Internet capabilities. I also fulfilled the role of technical support resource for the Academy.

01/00 to 04/02

Edison-Perdue Academy, Pontiac, MI

School Technology Manager

• Managed 3M dollar technology budget; was responsible for ensuring that all of the computer needs of

the school were met by providing new and updated computer equipment; was also responsible for

ensuring that the older equipment was functional and properly protected. This role included managing a

team of four technicians, which included the Academy’s library and resources.


Computer Learning Center

Diploma in Network Engineering Management

Carthage College

B.A. in Political Science


Microsoft Certified Systems Engineer

Microsoft Certified Professional plus Internet

Microsoft Certified Professional

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