Support Desktop

Kevin Davidson

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

Apt. A***

Mundelein, IL 60060

847-***-**** (telephone)

*************@*****.*** (email)

OBJECTIVES

Help Desk Support, System Support, IT Security, and IT Manager

EDUCATION

Bachelor of Science

Northern Illinois University

Member of Golden Key National Honor Society

EXPERIENCE

Help Desk Support – provided as a major part of each assignment I have worked on.

IT Security

Software Engineer

Systems Analyst

DBA, Data Miner, Data Warehouse, Data Modeler

Desktop Support

Quality Assurance

Fluent in French

WORK HISTORY

AbbVie, Waukegan, IL (Jan. 2016 – Dec. 2017)

Desktop Support Technician -- Call Center and Hardware Support for corporate clients. Additional duties include troubleshooting, remote access desktop support, minor scripting, and mobile device support.

Help Desk Support - Call center support, including remote desktop support, using multiple Call Ticketing systems with online Knowledge Bases to aid troubleshooting of issues

Security Administration - Data Access, Password Security, and Active Directory

Outlook application support – Email Support, Configuration and Utilization. (Software included MS Office 2007, 2010, 2013, and MS Office 365)

Cisco Jabber - Instant Messaging Support

Hardware Support – Troubleshooting, Part replacement and Installation, Data Backup, Computer Imaging, Profile Building, Data Restoration, Software Installation, and direct delivery of hardware to nearby site locations.

Occasional C-Level Support for VPs, Directors, and Management Staff with similar software or hardware issues.

Video interface support using Skype, Cisco WebEx, and Cisco Jabber

VPN access and networking support – Remote Access connection, application access, and network setup assistance

Mobile Phone and Tablet Support – Activation, Enrollment, Software Support, and Email Support

Provided web based client support - Online Web based Ticket Support

Remote Access desktop support and administration - Used to better assist customers who needed hands on guidance with their applications.

Tecta America Roofing, Rosemont, IL (Sept. 2015 – Oct. 2015)

Desktop Support Technician -- Call Center and Hardware Support for corporate clients and customers. Additional duties included troubleshooting, remote access desktop support, minor scripting, and mobile device support.

Help Desk Support - Call center support, including remote desktop support, using a Call Ticketing system with online documentation to aid troubleshooting of issues

Security Administration - Data Access, Password Security, and Active Directory

Outlook application support - Email and Instant Messaging Support, Configuration and Utilization.

Hardware Support – Troubleshooting, Part replacement and Installation, Computer Imaging, Profile Building, and Software Installation, Printer restarts and Print Job Management

VPN access and networking support – Remote Access connection, application access, and network setup assistance

Mobile Phone and Tablet Support – Activation, Enrollment, Software Support, and Email Support

Demonstrated efficient call escalation procedures

Provided web based client and customer support - Online Web based Ticket Support

Remote Access desktop support and administration - Used to better assist customers who needed hands on guidance with their applications.

Discover, Riverwoods, IL (Aug. 2015 – Sept. 2015)

Email Migration Team -- Provided support for corporate employees in migrating email systems from Lotus Notes 8.5 to Outlook 2013.

Outlook application and web based OWA support - Email and Instant Messaging Support, Configuration and Utilization.

Mobile Phone and Tablet Support – Email activation, Enrollment, Software Support, and Email Support

Uline, Pleasant Prairie, WI (Dec. 2014 – May 2015)

IT Service Desk -- Call Center Support for corporate clients. Additional duties included minor scripting, troubleshooting, remote access desktop support, and network alert monitoring as part of the company’s Command Center.

Help Desk Support - Call center support, including remote desktop support, using a Call Ticketing system with an online Knowledge Base to aid troubleshooting of issues

Security Administration - Data Access, Password Security, Citrix Networking, and Active Directory

AS/400 Administration – ID Creation, Data Access, Password Security, Batch Operations Support, Purchase Order Support, and Scripting to support network alert monitoring and tape backup operations

Lotus Notes application support - Email and Instant Messaging Support, Configuration and Utilization. Standard and WebEx based scheduling assistance.

VPN access and networking support – Remote Access connection, application access, and network setup assistance

Hardware Support – Troubleshooting and Software Installation, Printer restarts and Print Job Management

Occasional C-Level Support for VPs, Directors, and Management Staff with similar software or hardware issues.

Report Distribution and Delivery

Mobile Phone Support – Activation, Enrollment, Software Support, and Email Support

Demonstrated efficient call escalation procedures

Provided web based client and customer support - Online Web based Ticket Support

Voicemail Support – Setup assistance and password resets

Remote Access desktop support and administration - Used to better assist customers who needed hands on guidance with their applications.

Command Center Operations - Network alert monitoring, Team notification and coordination for High Priority Alerts and Branch Outages

Stericycle, Lake Forest, IL (Apr. 2014 – Oct. 2014)

IS Support Specialist -- Call Center and Hardware Support for corporate clients and customers. Additional duties included troubleshooting, remote access desktop support, and knowledge base document creation.

Help Desk Support - Call center support, including remote desktop support, using a Call Ticketing system with an online Knowledge Base to aid troubleshooting of issues

Security Administration - Data Access and Password Security

Outlook application support - Email and Instant Messaging Setup, Configuration and Utilization. Standard and WebEx based scheduling assistance.

VPN access and networking support – Remote Access connection, application access, and network setup assistance

Hardware Support – Troubleshooting, Part replacement and Installation, Computer Imaging, Profile Building, and Software Installation.

Mobile Phone Support – Activation, Enrollment, Software Support, and Email Support

Occasional C-Level Support for VPs, Directors, and Management Staff with similar software or hardware issues.

Demonstrated efficient call escalation procedures

Provided web based client and customer support - Online Web based Ticket Support

Avaya Phones and Network Routers – Installation, setup guidance, cabling setup and instruction for use with remote systems and voicemail

Remote Access desktop support and administration - Used to better assist customers who needed hands on guidance with their applications.

Voicemail Administration - Password resets, Features and Navigation guidance

HCSC, Waukegan, IL (May. 2010 – Apr. 2014)

Systems Analyst -- Call Center Support for corporate clients and customers. Worked on individual projects to streamline system support efficiency. Additional duties included minor scripting, troubleshooting, remote access desktop support, and knowledge base document creation and review.

* Special Note: Frequently received recognition and awards for Outstanding Quality in daily job performance

Help Desk Support - Call center support, including remote desktop support, using a Call Ticketing system with an online Knowledge Base to aid troubleshooting of issues

Security Administration - Data Access, Password Security, Citrix Networking

Lotus Notes application support - Email and Instant Messaging Setup, Configuration and Utilization. Standard and WebEx based scheduling assistance.

VPN access and networking support – Remote Access connection, application access, and network setup assistance

Demonstrated efficient call escalation procedures

Occasional C-Level Support for VPs, Directors, and Management Staff with similar software issues.

Provided web based client and customer support - Online Web based Ticket Support

Data Analysis - Improvement of existing Efficiency standards to meet current and future call center goals

SQL Scripting - To aid access requests and connectivity to applications. Most scripts were short queries to locate data necessary for access to systems.

Cisco Routers - Setup guidance, cabling setup and instruction for use with remote systems and voicemail

Remote Access desktop support and administration - Used to better assist customers who needed hands on guidance with their applications.

Teradata Server Administration - Used for access to and in combination with Cognos Reporting software

Voicemail Administration - Password resets, Features and Navigation guidance

Hospira, Lake Forest, IL (May. 2007 – Apr. 2010)

Security Systems Analyst -- Responsible for processing requests for corporate clients and customers. Worked on team projects to improve security software and efficiency. Additional duties included minor scripting, troubleshooting, and on-call Help Desk support for urgent application access requests.

On-Call Help Desk Support - Call Ticketing system with an online Knowledge Base to aid troubleshooting of issues

Security Administration - ID creation, Data Access, Password Security, Citrix Networking, MS Exchange 2003, and Active Directory (specifically password creation and system access)

Outlook application Support - Password creation, application access, email use, file transfers, meeting scheduling

VPN access and networking support

Occasional C-Level Support for VPs, Directors, and Management Staff setting up network accounts and software access.

Demonstrated efficient call escalation procedures

Provided web based client and customer support

Data Analysis

SQL Scripting

SAP Server Administration

VSS Administration

AWS Convergence Technologies, Germantown, MD (Jul. 2006 – Apr. 2007)

Quality Control Specialist -- Tested and analyzed software for GIS applications used to process client weather data and issue weather alerts. Worked on team projects to improve efficiency of software weather analysis. Additional duties included Help Desk Support for tested software and other company applications, data analysis, and weather alert support for company clients. Web based administration experience with customer supported weather information.

Help Desk Support

Demonstrated efficient call escalation procedures

Quality Control Specialist for GIS and weather data

Provided web based client and customer support

Lotus Notes and Outlook application Support - Providing Communication Software, Weather Application availability, and Alert Notification via email. Provided meeting scheduling instruction and assistance.

Data Analysis

Programming C++ with SQL network support - For data collection, transmission and alert notification

Weather alert support in prevention of injury to clients and property damage

Weather Data Analysis

Server Administration

Solucient, Evanston, IL (Dec. 2001 – Jul. 2006)

Quality Assurance Analyst -- Responsible for testing software used to process client medical data. Processed data was displayed in a demographic form. Testing responsibilities included scripting, code analysis, and quality control. Member of company project planning committee. Additional duties included Help Desk Support for tested software, database administration, data analysis, data migration, and security administration using Citrix. Email administration experience with MS Exchange 2003 and Active Directory.

Help Desk Support

Demonstrated efficient call escalation procedures

Quality Assurance Analyst for medical data

Provided proper encryption techniques for maintaining the HIPAA confidentiality requirements of Medical data.

Lotus Notes application support - Password administration, provided user access and assistance. Updated help files for customized client software use. Reviewed existing help files to improve user comprehension of customized software.

Outlook application Support - Password creation, database access, email use, database file transfers, meeting scheduling (both in-house server and web based)

Remedy application support

Data Warehousing

Data Base Administration

Programming C/C++ with embedded SQL

MS Visual Studio .NET

Documentum support applications and analysis, including server administration

Visual Fox Pro

Ad Hoc tool

Microstrategy

SQL server

AIX Unix

Oracle PL/SQL

Firewall configuration and support

DSL deployment

Cisco Routers

Security Administration - ID creation, Data Access, Password Security, Citrix Networking, MS Exchange 2003, and Active Directory (Specifically Password creation, permissions adjustments, database access)

QA Team Management - new employee training in software testing

Customer Support - Company Helpline and Email

Operating System support for Windows 2003, XP, 2000 Professional, Linux and Unix Systems

Navteq, Chicago, IL (Jan. 2004 – Feb. 2004, concurrent with Solucient)

Data Analyst -- Translated data sets for mapping software to a new database. Plotted, extracted, translated, and loaded (ETL) traffic data, and worked with weather software. I provided Help Desk Support for clientele interested in purchasing access to the traffic data network.

Help Desk Support

Lotus Notes application support – Provided detailed customization of mapped data sets to fit company email requirements. Provided assistance with email issues when clients needed to review customized map files

Remedy application support

Data Analysis

Data Extraction, Translation, and Loading (ETL)

Data Warehousing

Data Quality Assurance

Mapping and plotting using Microsoft MapPoint

Network Support

VPN access and networking architecture for corporate network

Programming Languages

Visual Studio Visual Basic, VC++

Turbo C, Borland C++

FORTRAN

SQL

XML

DB2

Platforms

IBM Mainframe S/390

DEC VAX

AS/400

Intel/AMD PC servers and clients

Apple MacIntosh, Powerbook

Palm Pilot

Blackberry (standard and server 10)

iPad and iPhone

Samsung Galaxy and Samsung Tablet

Operating Systems

Linux, Sun Solaris Unix

Microsoft Server 2003, NT, Win2K, XP, Vista, Windows 7, Windows 8, Windows 10

Windows Server 2003 and 2012

MVS and other Mainframe computers and operating systems.

OpenVMS

Macintosh OS X, 9.2

Android

iOS 4 to 7

Applications and Utilities

Oracle Spatial Database 8i, 9i

Microsoft Word, Excel, PowerPoint, Outlook, Access –- Microsoft Office 2003, 2007, 2010, 2013, and Office 365

Quicken, Quickbooks

Altiris Client Management Suite, Altiris Express

TCP/IP, DHCP, WINS, NetBios, Ethernet, Novell

Lotus Notes, MS Exchange

Skype, Cisco WebEx, and Cisco Jabber, and Customized Video Conferencing Systems

Bomgar, HP OpenView, TeamView, and Customized Remote Access Tools.

Remedy, ServiceNow, and Customized Ticketing Systems

Word Perfect, Ami Pro, ClarisWorks

Documentum 4i, 5i

Arc GIS

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