Help Desk Desktop Support

robert simon

** ********** **. *********, ** ****0 847-***-**** ********@***.***

TECHNICAL SUPPORT SPECIALIST INFRASTRUCTURE ADMINISTRATOR

Experienced network and desktop support engineer currently providing technical support in a 250 user environment. Troubleshoot, document and resolve hardware and software issues. Skilled problem-solver. Communicates well with users at all levels.

TECHNICAL SUMMARY

Hardware: Dell laptops and desktops, Apple iPhone/iPad, HP printers, Canon and Xerox copiers, accessories, scanners, conference room projectors, IP desk phones.

Platforms: Microsoft Windows 7, 8.1, 10; Windows Server 2008-2012, Hyper-V

Applications: Productivity: Microsoft Office 365, 2010-2016

Email: Microsoft Exchange 2010, Outlook 2003 – 2013

Antivirus: Sophos, Kaspersky

Ticketing: HP Openview Service Desk, Epicor ITSM, BMC Remedy

Backup: Symantec Backup Exec

ERP: SAP R/3 SD, Epicor

Conferencing: WebEx, Zoom, Skype

VoIP: Cisco, ShoreTel

Cloud: Box, ShareFile, OneDrive

VPN: Cisco

Remote support: ConnectWise, LogMeIn, RDP

Certifications: CompTIA A+, Network+

Microsoft MCTS – Windows 7 Configuration

Microsoft MCITP – Windows 7 Enterprise Desktop Support Technician

Microsoft MCTS – Windows Server 2008 Active Directory Configuration

EXIN – ITIL v3 Foundation

Microsoft MCSA – Windows 8

Microsoft MCTS – Exchange Server 2010 Configuration

PROFESSIONAL EXPERIENCE

NTT DATA SERVICES – Chicago, IL 2010 – Present

Senior Consultant – IT Service Desk - Dairy Management Inc. – Rosemont, IL (2013-Present)

Provide Help Desk support for 250 users. Train new technicians.

Create and maintain user and e-mail accounts in Active Directory and Office 365.

Rollout & support Windows 10 laptops to 250 users. Document software installations.

Rollout & support of iPhones and iPads to 50+ users.

Installed Sophos Anti-virus on 80+ servers and configured exclusion policies.

Provision Hyper-V virtual machines.

Support ShoreTel VoIP phone system.

Provide web conferencing support including live streams. Support offsite meetings.

Senior Infrastructure Administrator (2010-2012)

Provide help desk, desktop and Blackberry support for corporate users.

Rollout Windows 8.1 laptops to 200+ users.

Support Avaya phone system.

Provide support for IT infrastructure projects.

Purchase, configure and support new PC’s, printers and smartphones.

STRATEGIC STAFFING SOLUTIONS March 2009 – December 2009

Help Desk Support - SAP – W.W. Grainger – Niles, IL

Provide phone based technical support for SAP and other applications.

WMH TOOL GROUP – Elgin, IL 2008 – 2009

Network-LAN Support

Provided network and desktop support for users at corporate office. Monitored and maintained LAN systems, including SAP virtualized servers. Maintained network, e-mail, and phone accounts.

Purchased, configured, and supported laptop and desktop computers.

Upgraded Backup Exec tape backup software on 20 virtual servers.

Upgraded Anti-Virus software on all PC’s and 20 servers to provide increased data security.

Setup new computer training room.

Provided classroom training for the Cisco AVVID IP phone system.

Purchased and configured smart phones for Executive and Sales teams to enhance communications.

ITW PASLODE - Vernon Hills, IL 1992-2007

PC & Telecom Support Manager (2003 – 2007)

Managed the IT Help Desk, E-mail system, local and wide area networks for 500 users in 15 locations. Supervised the Telecom, Help Desk, PC and LAN Administrators.

Achieved significantly faster response times without incurring additional circuit costs by upgrading data communications network from frame relay to Internet T1.

Project Manager for Novell GroupWise 6.5 to Microsoft Exchange 2007 migration for 500 users.

Assisted with implementation of wireless networks and VPN to increase efficiency and security.

Instrumental contributor to facility expansion projects expanding data and telecom coverage.

Realized significant cost savings by writing an e-mail interface for EDI files.

Assisted with upgrades of Novell file servers to industry standard Microsoft Windows.

Implemented Internet video conferencing at multiple sites saving travel costs.

LAN/WAN Administrator (1996 – 2003)

Administered the frame relay WAN, Novell LAN, and E-mail system for 500 users at 15 locations. Provided desktop support.

Realized cost savings of over $100K annually by changing data communications vendor for 15 domestic sites.

Reduced by 50% support time and enhanced functionality by upgrading E-mail system from cc:Mail to GroupWise.

Assisted with implementation of and supported Novell LAN’s in 12 locations.

PC Specialist (1992 – 1996)

PC application development, procurement, training, and user support.

Authored PC applications in FoxPro. Programs included order entry, budgeting, tool repair and expense report systems. Trained users.

Automated EDI functions by writing Basic programs and batch files to interface with EDI translator.

Provided Help Desk support to over 250 users.

EDUCATION

Bachelor of Science, University of Illinois, Champaign-Urbana, IL

Computer Career Program, DePaul University, Chicago, IL

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