Microsoft Office Desktop Support
Resume:
Christopher M. Hill
ALSIP IL 60803 *****************@***.*** CELL:773-***-****
COMPUTER SKILLS, TOOLS & NETWORKING QUALIFICATIONS
Skills, Active Directory, Help Desk & Desktop Support, Hardware Reconstruction, ZenDesk and Dashboard Ticketing Systems, PC Rebuilds, Virus Removal, Microsoft Office Software (Microsoft Word, Outlook, Microsoft Excel, Microsoft PowerPoint, Microsoft Access) and Visio, PC Repair, Data Recovery and security, Office 365, Citrix, Information Technology, IBMAS400,Vista, Windows VPN, VOIP
Tools: Norton Firewall, Adware Cleaner, CCleaner, Dart Tools, RKill, Track-It, Eset, Ghost, SharemyPC, Confluence, Zendesk, Snappy Driver, Teamviewer,, McAfee/Norton Virus Protection Utilities, Malwarebytes, Wireshark, Snort
Networking: TCP/IP, Ethernet, SSL certificates, VPN,
EDUCATION
Information Technology, Bachelor of Science in Information Technology January 2009-August 2012
Westwood College Calumet City, IL GPA 3.58/4.00
Studies focused on application development, IT project management, technical planning, and business case analyses. Contributed to team projects, to create simulated real-world applications Created working prototypes for numerous web site projects and desktop applications.
Electrical Systems Technician November 2004-June-2005
Lincoln College of Technology, Melrose Park, IL GPA 3.1/4.0
Specialized in Low Voltage systems such as fire and smoke alarms, computer science, satellite and cable install as well as conduit bending and basic construction methods.
EXPERIENCE
Creative Technology Solutions Skokie Il
Hardware Compliance Manager/Technical Support Engineer/ Infrastructure Equipment Specialist 03/2015-present
Schedules Assignments for team Members
Oversees daily operations that involve Hardware and Software peripherals
Holds weekly meetings to discuss department changes in policy and operations
Works with other IT team members regarding new branch builds and upgrades for facilities
Tracks inventory related materials for the department
PC Rebuilds and repair as well as Troubleshooting OS (Win 7pro, 8 and 10 pro)
Operates within, enforces, and suggests modifications and additions to desktops and Peripheral devices need for office use
Deployment and Provisioning of Chromebooks to end users
Remotely logs into user PC’s to troubleshoot problems using ScreenConnect
Maintains I.T. records and tracking for area of responsibility
Taking ownership of technical issues, and working with our Department to delegate task where needed as Senior Member
Resolving escalated customer complaints without the need for team lead intervention
Documenting troubleshooting and problem resolution steps
Participation in providing training to customers as required
Provide prompt and accurate feedback and updates to customers via Email and Phone
Ensure proper recording and closure of all issues by entering in ticket’s as needed
Prepare accurate and timely reports to submit to Shift Leads
Document Efficient solutions in the form of knowledge base tech notes and articles in Confluence and SharePoint
Installs, upgrades, support and troubleshoots Win XP, Windows 7, 8.1, 10, Microsoft Office 2007-2016, HDS, Quickbooks and AutoCAD and any other authorized desktop applications (Citrix, RDM, Terminal Services)
Install, upgrade, support and troubleshoot printers, computers, switches, routers and any
other authorized peripheral equipment
Global Point IT Consulting Northbrook, IL
Desktop Support Engineer 09/2014-03/2015
Install, upgrade, support and troubleshoot XP, Windows 7, 8 and Microsoft Office 2007-2013
and any other authorized desktop applications (Citrix, Worldox, Terminal Services)
Install, upgrade, support and troubleshoot for printers, computer hardware and any
other authorized peripheral equipment
Customize desktop hardware to meet user specifications and site standards
Performs work in compliance with specified warranty requirements
Returns defective equipment/parts to maintain inventory, documents customer
repairs maintains and restocks assigned parts inventory to ensure proper spare parts
When the restoration is beyond the scope of the computers, laptops, printers and any
other authorized peripheral equipment the Desktop Support Administrator will
escalate the issue/problem to proper tier 3 support team member
Develop trends by monitoring and analyzing incoming calls, user problems and support emails
Escalate issues and involve experts wherever required in order to resolve issues as
quickly as possible
Works with other IT team members regarding new branch builds and upgrades
Dealing with queries by following departmental procedures for fault resolution
Operates within, enforces, and suggests modifications and additions to desktop
standards and guidelines
Remotely logs into user PC’s to troubleshoot problems using TeamViewer 9
Maintains I.T. records and tracking for area of responsibility
The duties require that the Desktop Support Administrator correctly records work
requests using some applications such as Connect wise CRM or related applications that
is approved
Ensures that supported customer accurately completes the approved work request
with the date and time of submission
Travel to client sites to work on requested issues
Urban Excellence Chicago, IL
Outsourced IT Support 2/2014-10/2014
Set up employee accounts and hardware when new employees are hired
Answer calls and provide clients with support if possible, prioritize calls according to tech level, address calls
With minimal disruption to consultants, and take and forward messages.
Fix problems with desktops, laptop, printers and peripheral equipment in office
Provide technical assistance & support for software applications and computer systems
Associated Global Systems, Elk Grove Village, Illinois
Support Specialist LV 2 7/2013 – 10/2013
Tracked issue progress through the IT ticketing system; create documentation for common problem types
Evaluated system potential by testing the compatibility of new programs with existing programs.
Evaluated expansions or enhancements by studying work load and capacity of the computer system.
Achieved computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
Confirmed program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.
Maintained client confidence and protects operations by keeping information confidential.
Contributed to team effort by accomplishing related results as needed
Windows 7 deployment (10 pcs)
International RAM Associates/Airserv, Elk Grove Village, Illinois
Cargo Screener 11/2011-11/2012
Handle day-to-day cargo screening duties at a warehouse facility
Utilize procedures set forth by the Certified Cargo Screening Program (CCSP) and T.S.A.
Perform a physical search on cargo as well as using explosive trace detection equipment (ETD) and X-Ray equipment.
Simply Smart Technology, Chicago, Illinois
Helpdesk Technician 09/2011-11/2011
Provided support to end users on a variety of issues through identification, remote access, research, and resolution of technical problems.
Support was provided by responding to telephone calls, email and personnel requests using best practices and department procedures for technical support.
The scope of support included timely review and completion of assigned work orders.
Sears Carpet & Upholstery, Bridgeview, Illinois
Carpet Technician 06/2008-06/2009
Used chemical solutions, soap and water, and a variety of hand brushes and mechanical equipment to
effectively clean rugs and carpets and implemented/constructed proper chemical solutions and cleaning methods
Examined floor coverings for stubborn stains that were not removed by the vacuum machines.
Repaired/replaced carpet edges using scissors, knives, and needle & thread
Unity Records, Chicago, Illinois
Studio Engineer, 07/2005-06/2008
Mixed and edited tracks using sound mixing boards
Effectively operated recording & amplification machines and equipment
Established procedures for operation and maintenance of studio, control boards, & transmission equipment
Chicago Institute of Neurosurgery and Neuro-Research Ravenswood Illinois
Call Center Representative, 08/2001-03/2004
Organized and evaluated medical records for accuracy
Assembled patient’s health information to ensure all documents were completed, identified, and signed
Communicated with physicians and health care professionals to clarify diagnoses and obtain additional information
Maintained records of observations, medical & surgical interventions, and treatment outcomes
Certification:
NCCER: Electrical Systems Technician ID: 3316500
Salary Requirements: $55,000 and above
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate