*** *** **.

Calumet City, IL ***** Cell 312-***-****

ac1uai@r.postjobfree.com

Brenda Avant

Objective To obtain a position where I can effectively utilize my Leadership and Management skills, along with my knowledge of managing and technical experience. To secure a position with a well-established organization, this will enable me to use my strong organizational skills, educational background and over 10 plus years of experience.

Qualifications Over 10 years of experience in working in a help desk and call center

environment. Over 6 plus years of experience in a managing or overseeing people

And/or projects. Excellent troubleshooting and logical problem solving skills.

Creative ability to solve unusual or difficult problems with great analytical skills.

Demonstrates ability to meet deadlines, and set priorities.

Skills Microsoft Office Applications Outlook 2007 - 2010, Office 365, SQL Oracle, Windows Server 2003 and 2008, Windows Xp, Win 7, Microsoft SCCM, VmWare, Ghost, Landesk, XP, NT, MS Outlook, MS Lync, Visual Basic, Visual C++, and Cobol, Remote Client, Linux, Citrix, Active Directory Admin, Remote Desktop, Cisco Connect, Globalprotect VPN, Big Ip edge client, Remedy Ticketing System, Supportworks, ServiceNow Ticketing System, Data Migration, Windows 7 Deployment, SharePoint, Ethernet, Networking TCP/IP, DNS, DHCP, Basic Cisco Router Configurations and reloads, IBM Mainframe Servers, AS400 and Intel Servers, POS Systems, JAMF, Mac OS systems, Mobile Devices (IOS and Android), Adobe CC Suite, Audio Video Technology (Polycom and Crestron).

Professional 03/17 – Present Premier Farnell Chicago, IL

Global Senior IT Service Desk Analyst

Provide day to day leadership and mentoring to Global IT Service Desk Analysts.

Assign and delegate tickets to the necessary group via ticketing system Servicenow and Supportworks.

Maintain and comply with the company IT policy, by developing procedures.

Daily reporting on Call Acceptance SLA achievement

Daily review and delegation of outstanding calls across the team. Ownership of ensuring all outstanding calls is resolved within SLA by team members

Monitor call statistics on a daily/monthly basis

Investigate areas of concern when internal SLAs are not met and identify ways to improve availability

Internal auditing of IT accounts for all employees within the company, working directly with information provided by HR/Business and securing/modifying related accounts

Assist the Global IT Service Desk Manager in creating processes; ensuring all processes remain effective globally

Assist in the implementation of new processes and procedures, ensuring all local Global IT Service Desk Analysts are trained to an acceptable standard

. Provide a primary avenue of communication and delegation on behalf of the local IT Service Desk for the Global IT Service Desk Manager

Ensure Service Desk SLA's are met, working as necessary with internal and external support functions when major incidents occur

Build and maintain excellent working relationships with customers, GIS staff, and vendors

. Assume the role of Major Incident Manager throughout a P1 Major Incident. Creation of the Major Incident business report, prepare problem incident review meeting agenda for major incidents as and when required

. Attend Change Advisory Meetings (CAB) on a weekly basis. Responsible for Planned Maintenance notifications to the business once authorized via the CAB.

Establish the required level of IT Service Desk Analyst availability at all times; ensuring we are able to provide service to our customers.

03/14 – 01/17 Havas Worldwide Chicago, IL

Lead IT Support Technician

• Provided lead technical support to mixed Macintosh/Windows (80%/20%) environment.

• Acted as team leader to full time support technicians.

• Performed advanced end-to-end user support utilizing industry best practices.

• Managed telecommunications accounts, including VOIP & Cellular services, setup and maintenance.

• Performed hardware, software, and application support and preventative

Maintenance.

• Created systematic reports of current issues and present permanent solutions to root causes.

• Acted as a secondary authorized purchaser of departmental equipment and manage all department inventory.

• Served as a communication liaison between IT support staff Technology Director / Upper Management.

• Managed team time, attendance, and scheduled days off request.

• Responsible for monitoring and keeping SLA’s and KPIs within defined range.

• Prepared performance reviews for the team for salary reviews/promotions.

• Assisted with identifying cost saving opportunities with respect to dept

expenditures, inventory purchasing / deployment, and long term support

contracts.

11/11 – 10/13 The Plus Group (Walgreens) Lincolnshire, IL

Help Desk Support Lead

Assess/evaluate client needs for initial scope of project, determine project

plan, and schedule agenda with curriculum for training. Capable to strongly lead clients with proper resources, scheduling and planning.

Managed calls and issues in a call center environment of 8 to 10 people to effectively resolve issues in a ticketing system called remedy.

Created installer packages and deployments for the Windows desktop environment via SCCM.

Enable pre-conversion activities to include a validation of hardware readiness and SCCM client install and stage device for conversion.

Supported the end user with the remediation of conversion login in issues and the installation of various software packages.

Plan, design and implemented network systems, including configuration.

Provided technical support for over 10,000 plus end users.

Created and Reset passwords for end users in Active Directory and setup remote access for end users via VPN.

Recovered missing files if available, download drives and restore printer connections.

Responded quickly and efficiently to issues via calls, email or thru remedy ticketing systems.

Assisted in Windows XP to Win 7 deployment and desktop reimaging via Ghost software.

Assisted in resolution of all application, hardware issues and provided solutions meeting defined SLA’s.

Support the installation of sites during project roll out, this includes but it is not limited to:

Contacting the Field Technician at the specified time and ensuring the installation process is followed and delivered in a timely manner.

02/07 – 07/11 Integrated Merchandising Systems Morton Grove, IL Customer Service Help Desk Support

Provided technical support for end users internally and externally

Identified and Created and reset passwords in Active Directory.

Organized the deployment activities for laptops and desktops.

Supported and Deployed Windows XP and imaging.

Installing Dell computers and upgrading all software.

Supported and maintained servers including but not limited to (AS400, IBM servers and Intel). Assisted in the monitoring and managing in the Windows environment.

09/02 - 12/06 KBJ Transport Service, Inc. Schererville, IN

Help Desk Support

Supported and installed all MS Office applications.

Handled the task of tracking, documenting and monitoring minor problems.

Assisted in upgrading and installing RAM, hard drives and modems.

Installing and de-installing pc’s.

03/00 - 01/02 Cingular Wireless Schaumburg, IL

Senior Customer Help Desk Representative

Troubleshoot and resolve customer cellular phone issues.

Programmed cellular phones and deployed.

Provided technical support for over 150+ internal end users.

Education DeVry University Tinley Park, IL

Bachelor of Science in CIS, expected Dec 2017

Northwestern Business College Hickory Hills, IL

Associate of Applied Science in Computer Programming

References Available upon request.

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