Technical Support Desktop
Resume:
John Letizia
Information Technology and Services Professional
Plano, IL 60545
**********@*****.***
Summary
• MICROSOFT CERTIFIED PROFFESSIONAL (MCP)
• A+ CERTIFIED SERVICE TECHNICIAN (Comp-TIA)
Experience
Desktop Support Engineer Level 3 - Unisys at Baxter Healthcare October 2011 – Current
● Provide onsite Desktop Support Level 3 including on-site installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.
● Support of Windows 10, 7 & XP, Office 2010, and 2013, SSL VPN, Disk Encryption, Marimba, iOS device (including Mobile Iron), Smart-hands for AV, and mobility support.
● Support including iPhones, iPads, and Andriod devices.
● Refresh, Rebuild, and set up of Windows and Mac PCs and peripheral equipment including troubleshooting, and software upgrades and installations.
● Updating of PC equipment, location, model, and serial numbers in databases including Active Directory Workstation descriptions.
● Provide remote support using (VNC and Microsoft remote tools).
● Provide documentation with analysis with procedures and protocols to other IT members.
● General hardware break/fix of laptops, desktops, some server work.
● Troubleshooting and repair of hardware and software issues to maintain business continuity.
● Diagnose, troubleshoot printers (HP, Lexmark), phones, peripheral equipment and other devices.
● Setup and software troubleshooting for iPhones, iPads and Android devices.
● New hardware upgrades; installs, moves, adds, changes in a laptop and desktop environment .
● Optimizing hardware/software/networking products and configurations as scripted ensuring customer satisfaction.
● Provided VIP support.
● Worked ASK IT Desk for walk up service for end users. 1
Technology Coordinator at Special Education District of McHenry County October 2002 - June 2011 (8 years 9 months)
● Responsible for the over all operation of SEDOM IT department and Help Desk including annual IT Budget.
● Supervised small IT staff.
● Add, remove, rename, and move of computer and user accounts in Active Directory.
● Troubleshoot and Break fix of Win XP and 7 desktops and laptops, peripherals including hardware repairs.
● Reimage (Ghost) SEDOM (600) PC's every other year.
● Desktop support to main campus and remote classroom sites at various McHenry County School District locations.
● Update activity on Help Desk tickets and close tickets when completed.
● Support cell phones including Blackberry phones.
● Setup, installation and support of secured wireless AP's at remote classrooms sites.
● General support of all LAN equipment at remote classroom sites. Desktop Systems Engineer at ABS & Associates at Motorola NI June 2000 - March 2002 (1 year 10 months)
● Re-imaging of new and lease image of old computers for large scale deployment using Ghost, Hard Disk and Image Prep Tools.
● Add workstation to subscription groups in Active Directory.
● Transfer of Outlook archives, IE Favorites, Desktop, My Documents, MS Office custom dictionaries to new pc.
● Open Outlook and add archive and any shared mailboxes.
● Map to network printers and drive mappings.
● Deploy new computer and any peripheral (i.e. dock and ergo).
● Hold old pc for 5 business days and lease image pc to ship to leasing company.
● Back-up of users data.
● Provide desktop support as assigned via Remedy ticket system. Technical Support Specialist at TEKsystems
March 1997 - July 1999 (2 years 5 months)
● Provide varies technical support services including deployment and repair of computer systems.
● Provided technical support services at Allstate Insurance in Northbrook, Rolling Meadows, and South Barrington, IL locations.
● Provided technical support services to St. Paul Insurance in Freeport, IL; Motorola at Harvard, IL, and Walgreens Corporate in Deerfield, IL
Technical Customer Support at Follett Software
October, 1987 to January 1997
Education
Unisys/Lenovo PC Training, Fall 2013
2
Unisys/Dell PC Training, Fall 2013
Computer Based Training
Managing and Administering Microsoft 2003 Exchange Certificate, Managing and administering Microsoft 2003 Exchange, 2008
HP
Maintenance and Repair of 2000 Brio, Kayak, and Vectra Models Certificate, Maintenance and Repair of 2000 Brio, Kayak, and Vectra Models, 2001
TekSystems / Microsoft
Microsoft Certified Professional, Windows NT Workstation 4.0, 1998 TekSystems / Wang Labs
Networking Essentials Certificate, Networking, 1998 TekSystems / Microsoft
A+ Certification (Comp-TIA), 1997
IBM
IBM Desktop Systems Service Course, IBM Desktop Systems Warranty Basics & PC Server, 1997 TekSystems
A+ Certification (Comp-TIA), A+ Service Techician, 1997 Apple Computers
Macintosh Service Technician, Macintosh Service Course, 1991 McHenry County College
IT
June 2011 - Sept 2011
McHenry County College
PC DOS & Hardware, 1991
McHenry Community College
Computer Literacy, 1988
College of Lake County
Radiology
Fall, 1972 - Spring 1973
Kishwaukee College
Radiology
Fall 1971 - Spring 1973
3
Northern Illinois DVR Program
Northern Illinois Unisverity
4
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