IT HELP DESK TECHNICIAN

Tier * & * Help Lines Technical Support User Training Software/PC/LAN Troubleshooting

Professional with over 20 years of help desk experience providing software, hardware, client/server and networking technical support.

Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

KEY SKILLS

Technical Troubleshooting

Hardware Configurations

Offshore Team Collaboration

Software Installs

LAN Connectivity

Problem Diagnosis

Phone & Online Support

Client/Server Models

Preventive Maintenance

User Training/Support

Customer Service

Complaint Handling

TECHNOLOGY PROFICIENCIES

Networking: Ethernet 802.3, TCP/IP, STP, Telnet, FTP. WAN: PPP, ISDN, Frame Relay, ATM. Wireless IEEE 802.11, EMX-2500, AT&T5ESS, AT&T Autoplex, Billdats, Titan 5500 T1 spans, Titan 532L for cross connecting from T1 to DS0, and Titan 532-DS0 level. Nortel MTX switch. Octel, DMS10,100 and 500 switches, Centrex voice mail systems. IS-41 Himalayan platform. T1 spans on DSX

Routing Protocols: RIP v.1/2, IGRP/EIGRP, OSPF, IS-IS, BGP.

Operating Systems: Windows Server 2003/2008, Windows 7/10/Vista/XP. Linux: Fedora, Ubuntu – UNIX. Windows Active, Directory 2008, Cisco routers, LAN/WAN

Applications: Office: Word/Excel/PowerPoint/Visio/Project (2003/2007/2010), Open Office, One Note. Virtualization: Virtual Box, Putty, XP Mode. Remote Access.

Software: MS Office (Word, Excel, Outlook, Access); instant messaging software; VMware applications

Browsers: Internet Explorer, Firefox, Chrome, Safari, Opera

Call-Tracking Tools: Heat, Cherwell, Remedy, Service Now, Connect-wise, Oracle

Hardware: PCs, Laptops, Telephony Systems, Printers, Scanners, Routers, Modems, WYSE thinline,

Platforms: Windows, UNIX, NetWare Servers, Citrix

Other tools: Oscilloscope, DVM, RF Signal Generator

PROFESSIONAL EXPERIENCE

Connection formally PC connection 4/2018 – Present

Tier 1.5 IT Desktop Support

We provide first and second level desktop support for hospitals in Northeastern U.S. including support for migration from Groupwise to Outlook mail within Office 365. Our environment utilize VM ware, Citrix and remote access tools like Bomgar and PC anywhere. We also use Active directory for profile modifications when needed and Cherwell is the ticketing system. Skype is used for in house communication. Connection also uses proprietary software for the client. Devices affected by the migration may include Iphones and androids as well as PCs and laptops. Phone system used is Avaya. Escalates all unresolved calls to higher support levels.

ATS/Apex 10/2017-2/2018

Tier 1 and 2 IT Desktop Support Analyst

Receives telephone calls from users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems. Determines root cause and provides accurate, creative, and timely solutions to PC basic-to-intermediate software and systems problems to ensure end-user productivity. Troubleshooting includes remoting in to customer computer, using tools such as Active Directory for resetting passwords and profile modification. Loading and upgrading software. Ordering laptops and other hardware for users. Maintaining printer operation. Escalates all unresolved calls to higher support levels. Assists in cross training in order to acquire and maintain knowledge of relevant software, hardware, product offerings and support policies at the PC Help Desk. Keeps supervisor, customer and other PC Help Desk team members informed of problems and progress. Participates in team projects that enhance efficiency of PC Help Desk services.

Follett Solutions/Addison Group 7/2017-10/2017

Tier 1 Tech Support Specialist

Provides solutions and technical support to customers, answering questions on function and usage of our products and services via the telephone and possibly email. Possesses thorough knowledge of Follett products and services including SQL based Destiny. Using Oracle ticket system with CRM summary application. Handles between 20-60 calls daily. Required to edit Java Scripts as needed for product support. Call tracking managed with ACD.

HCL/ VDart-Naperville 5/2017-6/2017

Deskside Support

Accurately test, identify, repair, resolve and document end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys and basic printer support. Troubleshoot and resolve software issues. Ability to install, configure, reconfigure or reinstall software including remote support function including installation and decommission, backing up and restoring settings and associated systems administration activities, drive end to end ownership of issues to provide a resolution for all requests and incidents. Categorize and prioritize end user support requests and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information.

Move equipment associated with escalated help desk incidents and service requests. Perform asset inventory. Trains and orients staff on use of hardware and software, recommends and / or performs upgrades on various systems to ensure longevity.

NET56/ Deer Park-Norridge 11/2016- 2/2017

IT Field Engineer

Responsible for onsite repairs and maintenance of school equipment including: Microsoft Laptops and PCs, Chromebooks, Interactive Promethean projectors, MAC PCs, Laptops, Ipads, Xerox printers and Mimio boards. Maintained servers, switches, routers and Wi-Fi network. Used Connectwise ticketing system and Outlook mail.

When I was at Net 56 I did repair and configuration of IP TV systems including Apple and Roku.

AT&T/Synectics-Arlington Heights, IL 01/2015- 11/2016

Tier 1 Desktop Support

Supporting customers with phone issues nationwide from a Tier 1 perspective utilizing Citrix-Oracle based, Remedy and AT&T proprietary ticketing and resolving network issues via VoIP/VDNA technology. Our support includes maintaining multiple VPNS for our customers 24/7. In my first project with At&t we used VOip technology troubleshooting the P-phones and Cisco phones. All of the phone systems were ip based.

BP/Collabera-Naperville, IL 06/2014-12/2014

Tier 2 Desktop Support

Worked on Strategic Comms project remotely assisting onsite engineers with installing and testing via TCPIP, wireless Cisco networks in Europe at Tier 2 level for 800 + sites. Part of small team that completed installs ahead of schedule.

US Cellular-Schaumburg, IL 02/2014-06/2014

NOC Associate Tier 2

Monitored national cellular network, troubleshooting cell site issues and network trunks from DSO to DS3 level. Tier 1 and 2 level problem solving using state of the art monitoring systems (Net-cool), Net-expert and remote access through 5ESS, Ericsson LTE and Nortel switching. Coordination of conference calls for network outages with upper management and on site engineers and vendors. Responsible for maintaining all 3G network issues. Remotely assisting on-site tech with microwave issues at cell sites.

AT&T/Collabera-Arlington Heights, IL 05/2013- 02/2014

Help Desk Support Technician

Handled, troubleshoot, processed and resolved all incoming problems/requests/questions submitted based on defined service levels. Followed the detailed Service Center guidelines that include procedures on creating/updating/closing tickets, prioritizing problems/requests, and performing escalations and notifications based on the severity of the problem. Followed up calls to clients on escalated technical issues and system status updates until the issues have been resolved to the client’s satisfaction. Instrumental in keeping the Orange Project going for the night shift. Coordinated multiple ticket tasks and resources simultaneously.

Dial America – Oakbrook, IL 09/2011-11/2013

Customer Service Representative

Handled outbound calls selling business software and wireless card readers to corporations/small business part-time. Received agent of the week award 6 times for outstanding performance. Received 2 awards for highest attainment percentage by an agent for the Balance Shield and Balance Transfer programs.

Midwest Audio – Arlington Heights, IL 01/2011-12/2012

Bench Tech

Performed bench work repairing hi-end digital receivers in and out of warranty. Repaired various types of home entertainment equipment and computers with or without schematic. Helped to reduce repair inventory with quick and accurate repair. Skilled with most types of test equipment: Dual and single trace Oscilloscope, VOMs RF and audio signaling equipment. Very good with various types of troubleshooting to component level and problem solving regarding circuitry. Excellent soldering skills.

Motorola - Arlington Heights, IL 11/1998-02/2009

Senior Support Specialist

Processed international and domestic documentation and scheduled upgrades for customer’s networks. Tasked with recording customer outage calls in .wav format using UNIX scripting initially to archive them in 2003. I gave a power point demonstration to management explaining the process. Exceeded customer’s expectations in terms of ordering and tracking parts, request license for software and hardware equipment, handling phone inquiries, price quotes, invoicing and provide remote technical assistance.

Alltel / Sprint - Chicago, IL 12/1995-11/1998

Engineer (Monitoring)

Worked with EMX-2500 switches at 31 locations, controlling 1700 sites; monitored sites through Sun platform for trouble shooting, maintenance and repairs. Handled calls from the customer and helped with daily network maintenance, system outages and overall network performance remotely.

Comcast Metrophone- Philadelphia, PA 06/1992-12/1995

Switch Tech

Performed daily maintenance on the Motorola EMX 2500. Tested T1 spans and wired them to DX panels and documented all necessary paper work for acceptance. Used Bit error tests, and loopback test from the switch with remote testers at the sites. Part of a team successfully installing 300 cell sites for the Philadelphia area. I did all of the command files for site operation and received a letter of recognition from the VP of Metrophone.

DPC Compugen – Philadelphia, PA 01/1992-09/1993

Electronics Assembler

Assembled MP 10 and MP 15 cards for the EMX 2500 mainframe computer switch. My responsibilities included troubleshooting and final inspection of each card. Troubleshooting required testing with an oscilloscope and a computer program utilizing C+ and Pascal applications.

EDUCATION AND TRAINING

Westwood College O’Hare Airport Campus-Chicago, IL Graduated July 2013

Bachelors of Applied Science in Information and Network Technology GPA 3.7/4.0 Scale

Major in Information Systems

Areas of Study: Computer Applications, Computer Forensic Analysis, Linux Operating System, Desktop Computing, Network Essentials, Microsoft Network Operating Systems, Advanced System Administration with Directory Services, Linux System Administration, Routing Protocols and Concepts, LAN Switching, WAN Technologies, Wireless Technologies, Technical Documentation and Project Management, Network Security, LAN Security, Internet Security, Securing Business Applications, and Practical Applications in Network Security.

CHI Institute -Philadelphia, PA Graduated 1992

Associate of Applied Science Degree in Electronics Engineering

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