Help Desk Support
Resume:
Cheryl Miller
Chicago Il, *****
**********@*******.***
OBJECTIVES
Seeking a challenging position in Information Systems, Software Support, Data is Processing, Scheduling, Network Services or Production Control.
OFFICE EXPERIENCE
Experience with Windows 7
Experience Microsoft Office 2010 and Office 365
Experience with ticketing systems Remedy, Peregrine, HP Service now and Service Anywhere
WORK EXPERIENCE
Desktop Technician
March – April 2017
Technical Resources – Data Center Design of the Shirley Ryan Rehab Center aka RIC in Chicago Setup and Install workstations and phones, Image new Hardware and Troubleshoot access issues
KForce – Desktop Technician
Label, Disconnect and Reconnect Workstations for 170 employee relocation project
Remote Technician
October 2016
Short term assignment with Local Agency. Phone Migration project. Duties included working with Verizon business iphones, and maintaining mobile device management database
IBM Maas360. Also responsible for creating, updating and maintaining documentation pertaining to Apple OS and IPhone software (apps). Worked with Zendesk ticketing system
Software Desktop Technician
July 2016
Short term assignment assisting with small desktop lmigration project. Remove and replace permanent workstations with docking stations and laptop setup. Upgrade software (Windows 7) and Insure access to email, printers and other proprietary applications
Help Desk Team Lead
August 2009 – December 2015
Chicago Public Schools, Chicago IL
Support and Mentor for a team of 15 plus technicians. After working as a specialist on the application support team, promoted to Team Lead where duties included handling escalations, writing and updating knowledge base articles, Creating, updating and monitoring analyst schedules. Working with support teams and vendors in regards to procedural and application updates. .
Helpdesk Specialist
August 2007 – August 2009
CPS for Blackwell Consulting Services Chicago, Illinois
Computer/IT Services
100% phone support for Chicago Public Schools Web based Instructional Management Program & Academic Communication Tool ( Impact ). Report and Escalate cases of trouble using Peregrine Service Center, HP Service Anywhere. Perform 1st call resolution cases such as password resets and Virtual Connectivity. Also provided First level support for school staff with scheduling students and classes. Worked closely with network support and telecommunications resolving school network issues.
Helpdesk Specialist
May 2007 - December 2007
In Sure One Chicago, Illinois
Computer Software
Help Desk Specialist
5/2007 – 12/2007 In Sure One
Desk Top and Phone support for major Insurance broker. Extensive knowledge of Heat, Remedy and Track It support center software. In this Citrix server based environment we provided support to remote insurance offices involving network connectivity and software installation and maintenance. This helpdesk was also responsible for operations. Maintained and monitored AS400 job and utilities performance. Also responsible for tape maintenance and disaster recovery procedures.
Help Desk Specialist
June 2003 – November 2006
Newark In One Chicago, Illinois
NewarkInOne (formerly Newark Electronics) Chicago, Illinois
Help Desk Specialist providing phone and Desktop support for Internal work force.
EDUCATION
High School Diploma Lane Technical H.S Chicago 1975
College of Automation Chicago, Illinois
Status: Associate Art Degree, 1982
Major:; Computer Science
Chicago Public Schools
ITIL V3 Foundations Certification New Horizons 2011
References on Request
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