Experienced technical support specialist

Timothy B. Johnson

**** *. ***** *** - *******, IL 60651 - 773-***-****

************@*****.***

Objective: Experienced technical support specialist seeking a challenging opportunity in the call center, helpdesk or customer service industry.

Experience

12/2005 – 4/2018

Scientific Games (formerly WMS Gaming) Chicago, IL

Senior Staff IT Support Analyst - Desktop Support Services

Provided complete desktop solutions for 400 + Chicago Technology Campus employees.

Provided remote assistance to users throughout the U.S., Canada, India and Australia locations utilizing Bomgar, Dameware, Skype for Business and Remote Desktop utilities.

Planned and Implemented Canon Uniflow print solutions for Chicago Tech campus.

Developed and Implemented plan for deployment of ServiceNow Helpdesk Software. Also provided training for IT staff and end users.

Configured, deployed and supported Dell, IBM,HP desktops and laptops.

Participated in HP printer rollout for Chicago and Waukegan offices.

Participated in Windows 7/Office 2013 rollouts.

Performed Linux /Centos 5 deployments for Game Development, Systems and Product Assurance engineers.

Deployed software using SCCM and created new Webex accounts using Webex Administrator console.

Active Directory cleanup, password resets, printer installs and hardware inventory management,

Personally planned and Implemented plan to deploy F-Secure Antivirus software companywide.

2004-2005 Accenture Corporation - Service Desk Window – (Local Technology Services) Chicago, IL

Provided assistance to clients at the drop-off/pickup repair window.

Monitor and assign Remedy tickets from LTS queue to local technicians.

Provide additional troubleshooting assistance with any laptop hardware, Windows XP O/S, virus or spyware related issues.

Accenture Corporation - Laptop Refresh – (Local Technology Services) Chicago, IL

Deployed new Dell D600 laptops and performed Toshiba TE 2000 workstation upgrades for the LTS group of the Accenture Corporation using Symantec’s Ghost Cast Server and Explorer utilities for image download, image transfer, data backup and restore procedures. Upgraded Windows 2000 and Windows 98 machines to Windows XP.

Chicago Public School System - Desktop Support Chicago, IL

Deployed Windows 2000 upgrades.

1998 – 2004 GATX CORPORATION Chicago, IL

Sr. Client Support Specialist - Client Support Group

Provided day-to-day first and second level Help Desk and desktop support for all GATX Rail and Corporate employees at 500 W. Monroe, Remote Business Offices, Service Centers and Mini Mobile Locations.

Personally developed and successfully implemented plan for a secondary/ backup SAP check printer for Finance Accounts Payable department.

Deployed new IBM hardware, Windows XP upgrade and Lotus Notes R5 software upgrade to a remote business office within very tight deadlines that required long hours and on-site problem resolution.

Participated in deployment of Citrix Metaframe to the Southeast Service Center, which posed the logistical challenges of a rail yard spanning over one half-mile.

Successfully deployed an enterprise-wide solution involving new IBM hardware with Windows XP, in the face of defective new hardware and other problems.

Planned and implemented the deployment of Minolta Multifunction Network Copiers for the Home Office. Worked with vendor, created training documentation and trained team members and end-users.

Education/Training B.S. Computer & Information Science, Roosevelt University, Chicago IL 1993

Recent Training Computer Systems Institute (CSI), Skokie IL March 2004 – Dec 2004

Systems Engineer Program- Coursework included: Windows 2000, Windows 2000 Server, Windows 2003 Server, Active Directory, Exchange 2003, Citrix Metaframe XP and Cisco Router configuration.

Windows 7 Training Schaumburg, IL May 2010

Mac OS X Training Chicago, IL May 2011

ServiceNow Admin Training Chicago, IL Oct 2016

Cisco Webex Admin Training Chicago,IL Sep 2017

Canon Uniflow Admin Training Chicago, IL Dec 2017

Windows 10 Training Chicago, IL Feb 2018

Hardware/OS Microsoft Windows 10, Windows 7, XP,2000, NT, Linux Fedora Core 1 and 2, Centos 5 and Citrix Metaframe XP, Mac OS X. IBM T-series, Dell E- series and Precision series laptops. Dell Optiplex and Precision series desktops. HP Elitebook and Z series laptops, HP Elitedesk and Z series desktops. Ricoh, Xerox, HP and Canon Multi-Functional Network Printers.

Tools/Utilities JIRA, ServiceNow, Remedy Ticketing software. Cisco Webex Administrator, Skype for Business, Bomgar, DameWare, Windows Remote desktop, Real VNC, Canon Remote Viewer. F-Secure Antivirus, Symantec Antivirus, McAfee Antivirus, Active Roles Server for Active Directory, Ghost Server, Juniper/ VPN Remote Connectivity Software, Symantec PGP Encryption software, SCCM.

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