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Desktop Support Customer Service

Chicago, Illinois, United States
August 29, 2017

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Skilled IT Professional with over 15 years of experience providing PC and Client/Server tech support for small to medium

sized businesses. Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance,

installations and upgrades. Experienced in technical call center operations providing service by communicating

effectively with technical and non technical staff.


Cisco CallManager and Unity 1.2 Training

Microsoft Exchange 2013

Operating Systems (Windows 2003/2008)

Novell 4.1

Windows 7,(XP and Vista)

Excellent Customer Service Skills

Excellent Verbal and Communication Skills


2nd/3rd Level Desktop Support Analyst 08/2016 to Current

Matthews International\Schawk Inc Desplaines, IL

Support 500 + Users Nationwide

Provide Level 2 & 3 Desktop\Remote Support for 500+ Users

Troubleshoot Windows OS (Win 7, Win 8, Vista & XP), Hardware (Dell/Lenovo Desktops and

Laptops), Peripherals, Mobility (Iphone, Ipad, Android Phones and Devices, VPN, Network Connectivity Issues

and Software Issues (MS Office, Outlook, Internet etc..)

Research Technical Issues via Internet, Forums, and collaborating with Colleagues

Create / Respond to escalated tickets using Cherwell Service Desk Software

Senior Desktop Support Technician 04/2016 to 06/2016

Barcodes Inc Chicago, Illinois

Provide Level 1 & 2 desktop support for 200 users

Application Support (Microsoft CRM Dynamics 2011, SysProERP)

Responsible for providing technical/software support

Research technical issues using various resources

Troubleshoot Lexmark MFP's

Create helpdesk tickets using Autodesk Helpdesk Software

Create Users in Office 365, Google Docs

Support Avaya Phone System (create users extensions, voicemailboxes, add users to huntgroups)

Provide technical support for Dell Workstations & Laptops

Helpdesk Analyst 09/2014 to 04/2016

Mitsubishi Electric Automation Inc (Insight Global Inc) Vernon Hills, Illinois

Provided Level 1 & 2 desktop support for 400 users via phone,

Desk side and remotely using LogMeIn to minimize downtime

Log Helpdesk calls using TrackIt Software

Responsible for providing technical/software support (Outlook, MS Office Products, Internet and Network


Researched technical issues before escalating ticket (via Knowledge Base, Internet and Resources)

Support and maintain Cannon Copiers and Printers

Create Helpdesk Documentation Creating Users in Active Directory/Exchange Mailboxes (2008R2

Server/Exchange 2013)

Provide Technical Support for Latin America and Mexico Markets

Create Phone Extensions/ Voicemail Boxes in Shoretel

Laptop and Computer refresh ( approximately 300 + )

Configured and Supported Iphones and Ipads for Corporate Use.

Helpdesk Analyst 10/2013 to 09/2014

CJE Senior Life Chicago, Illinois

Provide desktop support for 200 users via phone or remotely using (SCCM and VNC) to minimize downtime

Log Helpdesk calls using TrackIt Software

Responsible for providing technical/software support (Outlook, MS Office Products)

Research technical issues before escalating ticket

Support and maintain Konica Bizub Copiers and Printers

Create Helpdesk Documentation

Creating Users in Active Directory/Exchange Mailboxes (2008R2 Server/Exchange 2013).

IT Specialist 12/2011 to 10/2012

Frain Industries Franklin Park, Illinois

Provided desktop support for 65 users via phone, in person or remotely to minimize downtime

EndUser training and support

Maintained Avaya Phone System

Provided technical support for Executive Management

Responsible for configuring/resolving technical issues on Iphone's, Blackberry's and Smartphone's, Laptops and


Worked with managed services partner on maintaining network infrastructure

Managed and maintained wireless network

Negotiated contracts with vendors to obtain best pricing

Responsible for printer maintenance/troubleshooting

Worked with Active Directory (add, deletes, moves, permissions)

Performed diagnostics and troubleshooting of system issues, documented helpdesk tickets\resolutions and

maintained equipment inventory lists

Deployed new workstations and printers, installing operating systems, applications, drivers and configured

network properties and hardware

Researched issues on various computer systems, Internet and databases to resolve technical issues and answer


Assistant Manager 04/2010 to 12/2011

Jewel/Osco Foods Schaumburg, Illinois

Supervised 30 store associates

Prepared DMO (Daily Management Objectives) with Store Director

Coordinated break and lunch schedules on a daily basis to have adequate coverage on sales floor

Placed Bi-Weekly orders of merchandise for store

Prepared daily sales number report and sent to District Manager

Maintained store conditions per company standards

Supported and assisted Store Director in all areas of store operations

Helped with overall merchandising plans mentored and trained associates while keeping strong store morale to

provide excellent customer service

Consultant 04/2008 to 04/2010

Independent Consultant Chicago, Il

Worked for IT Recruiter as a Consultant on several desktop assignments.

Troubleshoot hardware/software/desktop issues for clients.

Telephony Administrator 01/2006 to 04/2008

National Safety Council Itasca, Illinois

Participated in the selection process for VoIP telephony solution vendor

Performed site evaluations with Cisco Partner at our remote offices nationwide

Worked with our Cisco Partner on implementation of our Cisco VoIP telephony solution (CallManager 5.0, Unity


Maintained CallManager 5.0/Cisco Unity 1.2 and Infortel Call Accounting Software

Troubleshoot VoIP issues with Cisco Tech Support

Provided VoIP support for the entire organization

Maintained IPCC Customer Call Center software and e911 Emergency Response Software

Worked with Facilities Coordinator to identify Live/DISCO'd Circuits, ISDN Lines.

Senior PC Support Analyst 02/2002 to 01/2006

Worked with network administrator on setting up Windows 2000 and 2003 servers, switches, routers

Supervised Helpdesk Staff

Traveled to various remote locations to upgrade and install Pc's/Servers

Implemented Microsoft POS System Ver.1.0 for annual trade show

Worked with and supported Novell 3.2 and 4.1, Active Directory, Microsoft Exchange, AIX 4.3 and Windows OS

(Win95, Win 98, Windows Me, Windows 2000, Windows XP and XP Pro, Windows Vista also supported WinCE

and Win6 mobile)

Report and troubleshoot MPLS and Internet issues with AT&T

Worked with AT&T and Verizon with provisioning of new circuits

Programmed PDA's (Blackjacks, Treo's, Blackberry) to be used with GOODLINK messaging and resolved

technical issues with PDA's.

PC Support Analyst 06/1998 to 02/2002

Troubleshoot and support software and hardware issues for printers, Pc's (IBM/Compaq), laptops

(Lenovo/Compaq) and PDA's (Blackjacks, Treo's, Blackberry)

Provided technical assistance to end users within the organization on software and hardware problems

Responsible for technical support and Spanish translation support for our annual trade show

Assigned as primary support analyst for Executive Management

Provided cell and PDA support to Executive Management (Treo's, Blackjacks)

Accompanied Senior Management on business trips to provide technical/software support

Performed a lead role in conjunction with facilities coordinator to setup hardware for presentations for on-site


Reviewed presentations with administrative staff

Available to provide support to Executives before and during presentations

Met with vendors to identify and coordinate hardware to be used at off-site meetings

Solely provided after hours support for Executive Management

Maintained Data Backups using Cheyenne Arcserve 6.5.

Helpdesk Coordinator 12/1996 to 06/1998

Answered and logged helpdesk calls.

Prepared and maintained PO's and inventory of supplies.

Built and maintained successful relationships with End Users, Executive Management and service providers.

Displayed courtesy and strong interpersonal skills with all customer interactions.



Information Builders Inc

Report Writing For Business Professionals

Chicago, Illinois

Vantage Point 2007

Cisco CallManager 5.0 and Cisco Unity 1.2

Chicago, Illinois New Horizons

Computer Information Systems

Devry Institute of Technology Chicago, Illinois

Computer Information Systems


Bilingual (Spanish & English Fluently)


Active Directory Administration, Exchange Server Administration, Windows XP, 7, Microsoft Office 2003 & 2010, Cisco

Call Manager/ Cisco Unity Voicemail Administration, Avaya and Shortel Administration, Apple Products (Iphone's/Ipads), Android Devices

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