Manager Support

Summary

Accomplished, multi-faceted configuration management professional with experience in streamlining and improving software, hardware and system efficiency and productivity. Diverse professional experience, including the planning, development and deployment of best practices. Record of achievement in configuration and change management plans, processes and procedures. Recognized leader, applying high-impact technical solutions to major business objectives, with capabilities that transcend IT operation boundaries. Skilled at working with senior management to prioritize activities and achieve project objectives.

Experience

Jan 2017- Oct 2017

City of Garland TX.

Garland, TX.

Customer Support Technician

Supports over 400 users and 2500 devices in a City wide enterprise environment

Provides advance level hardware/software support to end users

Performs root cause analysis on various types of system and equipment issues

Answers customer calls personally or through remote access to the customer desktop

Troubleshooting systems concerning software and hardware issues

Handles walk-in customers requiring quick technical resolution on mobile devices

Provides technical assistance to city-wide employees on computer hardware/software services

Creates technical documentation for other support staff and end users

Supports all City Agency web based applications

Experience

April 2011- July 2016

University of Chicago Medical Center

Chicago, IL.

Computing Technician-Intermediate

Supports University of Chicago Medicine and Biological Sciences Division (10,000 computing devices and 7,500 end users)

Provides remote and onsite support for Windows 7, HP and Dell PC’s, Dell Latitude laptops, and Windows 7 embedded HP thin clients using Microsoft System Center Configuration Manager (SCCM) and Active Directory tools

Resolves issues with Citrix server access from PC’s and thin clients and manages end user Citrix sessions via the Citric Access Management Console

Provides onsite hardware support for laser and thermal printing to include Windows and Unix print server queue management

Documents support issues in ServiceNow ticketing system to resolution well within established SLA’s

Provides support for desktop and handheld medication scanners both USB attached and wireless

Properly secures and disposes of hardware and media in accordance with HIPAA guidelines

Experience

March 2008-April 2011

RL Canning

Chicago, IL.

Migration Team Lead (University of Chicago Medical Center)

Phoenix project lead responsible for imaging, configuration and deployment of over 800 thin client systems

Selected by senior leadership to provide desktop support for all future Epic rollout phases

Continually updated personal knowledge of computing hardware operating systems and software

Helped manage customer relations and support

Experience

Oct 2007-Mar 2008

Addison Search Group

Chicago, IL.

Computer Technician (National Opinion Research Center)

Imaged and deployed over 400 desktop computers and 200 laptop computers for research being conducted worldwide

Provided solutions for moderate to complex end user device technical issues

Maintained confidentiality and discretion when working with password or sensitive materials

Assisted manager with projects as needed

Academic Education

Oct 2007- Apr 2008

Computer Training.com

Oakbrook, IL.

Microsoft Certified Systems Administrator (MCSA)

Microsoft Certified Technology Specialist (MCTS)

Microsoft Certified Professional (MCP)

Professional Education

Aug 1982- Aug 2002

United States Army

Basic Non-Commissioned Course (BNCOC)

Primary Leadership Development Course (PLDC)

Republic of South Korea Battalion S-3 Kennel Master

Contact this candidate