IT Operations Analyst Desktop Support Technician

Andrew Pringle

*** ********** ***.

Hampshire, Il. 60140

**********@*****.*** 847-***-****

Experience

IT Operations Analyst Nov 1994 - Current

Eby-Brown Co., Naperville, IL (US)

Provide 2nd & 3rd level support to IT Support Technicians. Research and propose implementation of new technology and procedures. Document procedures and edit proposed documentation for inclusion to enterprise knowledge base. Build, configure, and support various types of equipment connecting to the company network. Such equipment includes, but is not limited to servers, PC's, laptops, tablets, iPads, cell phones, printers, desktop Cisco phones, and other ancillary equipment. Interact with both internal and external customers on a daily basis to resolve simple to complex IT issues employing various diagnostics such as active listening, remote desktop, etc. Restore customer files through back-up recovery using CA back-up. Monitor network performance and bandwidth issues through Solarwinds. Build and configure customer accounts through Active Directory. Image equipment with SCCM.

Maintain Exchange environment.

Other responsibilities as assigned.

Education

Northern Illinois University, DeKalb, IL (US) Jul '75 - Apr '78 Degree: None

Major: Political Science\History

Left due to family illness.

Certifications

MCP, MCDST - Completed coursework; SCCM 2012 Configuration and Administration, Windows Server 2012 R2

Administration, Windows 7 Configuration and Deployment, Exchange 2012 Administration

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