Microsoft Office Desktop Support
Resume:
DONNELL WALKER, CCNA/CCENT/A+
Chicago, Illinois 60652
*******.********@*****.***
SUMMARY
Experienced IT Professional serving most recently in Desktop Support and Helpdesk roles supporting staff at all levels. Additionally has worked in field removing telecom hardware as “out-of-state” Technician. Employs and adapts technical procedures as part of an extensive skill set to achieve organizational goals. Seeking role in Desktop Support, Helpdesk Analysis, Technical Field Work, IT Support, etc. to perform acquired technical skills for new employer.
EDUCATION
GOVERNORS STATE UNIVERSITY, University Park, Illinois
B.S., Computer Science and Programming, 2003
WESTERN ILLINOIS UNIVERSITY, Macomb, Illinois
B.A., Communications, 1996
EXPERIENCE
ADVANCED TECHNOLOGY SERVICES (ATS), Schaumburg, Illinois
Field Service Representative I, Montgomery, IL July 2015 – May 2017
Performed break/fix on tablets, laptops, desktops and workstations in-person/remotely on WIN7 and 10 domain.
Ordered hardware. Serviced campus of 3000 employees. Supported MS Office ’10 & ’13 Suite apps.
Installed software updates on pcs (BIOS, drivers, patches, encrypting) Resolved/updated Remedy incidents.
Imaged/built computers from flash drive thru client approved image. Configured user email (Lotus Notes).
Installed computers and accessories for user (Monitors, docking stations, IP Phones) Added pcs to domain.
Unlocked pcs using Enterprise Password Vault SCCM used updating pc software in WIN 7 environment.
Helpdesk Representative I, Schaumburg, IL July 2014 – July 2015
Remoted into user computers to troubleshoot and resolve application issues in Windows environment.
Installed user software. Unlocked/reset user accounts and RSA Tokens, change passwords.
Reset/changed passwords on user accounts. Made service calls/ordered supplies for network printers.
Troubleshot/escalated user network issues. Documented/created user tickets using Remedy.
Suspended/Reinstated accounts authorized by HR Used Active Directory to maintain/monitor accounts.
Setup Corporate/Personal iPhone/iPad/Mobile phone accounts for company Microsoft Exchange accounts.
Prepared/setup Mac and personal computers to access company network remotely by installing Citrix software.
FUSION TECHNOLOGY SOLUTIONS GROUP, Chicago, Illinois June - July 2014
PC Imaging Technician
Imaged PC laptops and checked for client software Activated Microsoft license on PC laptops.
SMART SOURCE TECHNICAL STAFFING, Saint Charles, Illinois Nov. 2013 – Dec. 2014
Deployment Technician
Computer help desk support. Data migration.
Computer deployment and imaging. Hard disk wiping.
Network printer deployment and support. GPOS install.
MCGRAW-HILL EDUCATION, Burr Ridge, IL June 2013 – Sept. 2013
Technical Support
Created and resolved cases for students and instructors using Salesforce software.
Troubleshot student/instructor computer system and provide instruction for software update and install.
Looked up online course book information using Master Product Database (MPD) program.
Problem-solved student/instructor application issues in Connect educational platform by McGraw-Hill.
Reset passwords using Support Administrative Tool (SAT) for student login to online learning courses.
Generated access codes and assist students with registration for online learning courses.
BEI NETWORKS, Manchester, New Hampshire (MA, NY, PA, OH, MI March – May 2013
Telecom Field Technician
Removed legacy PBX telephone equipment from Citizens/Charter One Bank Branches in 6 states.
Identified legacy PBX units and distinguished them from new telecom equipment.
Monitored network equipment (Cisco router, Cisco switch, server) ensuring PBX removal not disturb uptime.
Sent/Received photos to/from project manager by mobile phone to establish specific PBX unit location in bank. l.
Packaged PBX units in boxes and provided ground label for pickup by FedEx.
Scheduled FedEx pickup for PBX units from banks.
Acted as representative for BEI to explain phone equipment removal project to bank manager/supervisor.
Provided a weekly MS Excel spreadsheet report to provide information for PBX Removal Project.
WORLD COMPUTER EXCHANGE (WCE), Chicago, Illinois Aug. 2012 - Present
Hardware/Software Support Technician
Imaged multiple computers connected to server using Clonezilla software.
Erased hard disks on donated computers using “Darik’s Boot and Nuke” (DBaN) software.
Performed triage of computer components from donated devices.
Ran diagnostic check on computers using Astra software and write specifications on work orders for each unit.
Salvaged components from damaged computers for reuse in restored devices.
RANDSTAD, Chicago, Illinois September 2012
BEI NETWORKS (Contract Client)
Banking Network Field Technician
Installed electronic signature/credit card units in Charter One Bank branches.
Unit assembly and troubleshooting. Checked network connection on workstations.
Transported units to multiple Chicago and suburban locations.
CHICAGO CAREER TECH, Chicago, Illinois
Cisco Program Track Nov. 2011 – May 2012
Program Certifications:
*Cisco Certified Network Associate (CCNA)
*Cisco Certified Entry Networking Technician (CCENT)
*CompTIA A+ Certified
Program Internship:
FUSION TECHNOLOGY SOLUTIONS GROUP, Chicago, Illinois (Chicago Career Tech Program 6 month internship)
Junior Systems Technician
Computer maintenance and troubleshooting. Webserver setup of staff email accounts through MS Outlook.
In-house help desk. Patch panel wiring/configuration.
Network cabling and configuration. Reset passwords for network access.
Replaced RAM in PC workstations. Downloaded patch software for PC device drivers.
VoIP testing for connection on assigned port. Installed network peripheral device drivers on notebooks/laptops.
Created topology map of all network devices in office.
CITY OF CHICAGO, Chicago, Illinois
Cultural Grants Specialist, Clerk IV Jan. 2009 – Feb. 2011
Administered $500K in funds with non-profits. Evaluated compliance on applications, budgets and contracts.
Reviewed worthiness of grant proposals. Created grant reports using Microsoft Office Suite software.
Finance and Administration Division, Clerk IV Sept. 2000 – Dec. 2008
Audited accounts and resolved billing discrepancies. Collected overpayments and duplicate payment..
Created and monitored budgets for 20 or more divisions within Department.
Managed A/P for department of cultural affairs on Oracle-based system.
Developed procedure to track employees' expenditures.
Created financial reports and administrative correspondence using Microsoft Office Suite software.
PROFESSIONAL DEVELOPMENT
Payroll Training using KRONOS, Procurement Training using Oracle
COMPUTER SKILLS
Microsoft Office Suite, Paradox, QuickBooks
Contact this candidate