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Desktop Support Active Directory

Oak Forest, IL
September 18, 2018

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ADEL EL 312-***-****


Highly Skilled Supervisor Desktop Support / Systems Technician with more than 20 years of IT experience, Metrics, KPI and Training.

Demonstrated background in diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades.

Exceptional skills in Windows Desktop Support, Microsoft Office as well as Microsoft Lync administration.

Experience includes more than 3 years of experience supporting Server –side administration, including VMware, Citrix XenApp, Microsoft Exchange and Active Directory.

Strong exposure to ITIL best practices for service management.

Excellent written, verbal and interpersonal communication skills with a commitment to following up and providing excellence in customer service for both technical and non-technical users.


Hardware: Dell Servers, Cisco Routers, Switches, VPN Concentrators, PIX Firewalls, Client and Server hardware, Cat5e, Cat6, FTP Server

Transportation Tech Rand, PTC, and Dispatch software

Platforms/Systems: Windows (95, 98, NT, 2000, XP, Vista, 7, 8), AS 400, DOS, Mac OS (9.0, 9.5) Leopard, Snow Leopard, Sierra, High Sierra

Network Technologies: Active Directory, TCP/IP, Novell, Microsoft server, Exchange, Ethernet, VPN, Token Ring, LAN, WAN, Wireless Networks, and Satellite Networks

Telecommunications: Avaya and Nortel systems, IPhone, Blackberry, Android, IPad, VOIP

Software/Tools: SCCM 2007 and 2012, Ghost/Altiris, McAfee/Norton Virus Protection, Citrix, Utilities, Lotus Notes, Microsoft Office Suite for PC and Mac, Crypto card, PC Anywhere, Dameware, Roses, AS400, Oracle, Kronos, Lern, Maximo, SAP, Tracer, Myhr Password, Help Desk Ticketing Software (Remedy, Track IT, Issue Trak, Heat, Service Now) Great plains, JD Edwards Oracle software,


Illinois Institute of Art – Chicago, IL June 2017 – Present

IT Manager

Maintaining all equipment in the school HP, Macs and Xerox Printers

Managing 8 employees in cage and techs

Asset Control of all equipment

Updating and troubleshooting all machines PC and Macs

Working with regional managers to keep school up to date for faculty

Tracking tickets for the school using ServiceNow

Planning changes for the school over breaks

Training and working with team

Checking all switches and updating locations in the school

Segerdahl Group – Wheeling, IL October 2015 – June 2018

Manager of Desktop Support

Maintain all equipment such as PC, Printers, Dell and HP servers

Great Plain administration

Asset control of all equipment put out for end users

Deploying images to desktops and laptops using SCCM

Backup tapes weekly storage given to iron mountain

Troubleshooting PC and Printers

Setup equipment for end users as well as for storage purposes

Setup Office 365 and training team how to work with Microsoft for cloud use

Configure IBM scan guns with new software and updates

Provide training of all IT team as well as end user training

Addus Healthcare – Chicago, IL January 2015 – October 2015

Supervisor of Helpdesk (Contract)

Trained helpdesk on new software for recording trouble tickets

Walked desktop support team through processes for new software

Troubleshot issues for desktop software and hardware issues

Great Plains administration

Setup Xerox Printers on the network via IP and naming convention

Troubleshot Xerox printers

Conducted asset management on all equipment for end users

Inland American/Cobra Electronics – Chicago, IL July 2014 – January 2015

Desktop Support Supervisor (Contract)

Troubleshot all third level PC and Mac problems for upgrade

Break/Fix of desktops and printers

Setup Canon copiers to be used by end users and teaching team to set Canon printers up

Troubleshot SAP and JDE for users and finding issues with software

Took calls and remoted into user’s machines using Dameware

Supervised over twelve people at a time for the project

Worked within Active Directory to setup users and add them to groups

Installation of Great plains

Added users to the exchange server and setup what groups and profiles needed

Utilized Microsoft Office 365 to place each end user within Active Directory

Setup Lync for company and trained users on how to use it

Cook County Juvenile Detention Center – Chicago, IL April 2014 – July 2014

Senior Technician

Troubleshot all personal computers from desk 40 percent and hands on 60 percent remote

Built systems from scratch

Kept inventory of all systems and their locations

Catamaran RX – Schaumburg, IL March 2013 – March 2014

Senior analyst/ Service Desk (Contract)

Provided dedicated technical support for Director and VP-level executives on a daily basis

Primarily supported Windows-based platforms, Microsoft Office applications, LAN/WAN Networking, IP Addressing, Active Directory & passwords, VPN, Encryption, and all mobile/VoIP /Video technologies

Opened and managed trouble tickets at a Supervision level, using the Service Now system

Used and Microsoft Remote Desktop / Terminal Services to technical diagnostics and troubleshooting for remote users

Great Plains user administration.

Worked with Microsoft SCCM to push automatic updates

Handled support for all mobile phone users, including iPhone, Blackberry, Android and Tablet users

Abbott Laboratories – North Chicago, IL August 2010 – November 2012

Senior Analyst of International Helpdesk

Provided Windows Desktop Support for US- based and international users

Provided dedicated executive support for Vice President and Director level employees

Supported as necessary on a 24-7 basis to limit system down time during internal or external outages and peak periods

Managed all installation, configuration, and upgrade issues related to Windows hardware and software

Supported end users during a large-scale Windows XP/ Windows 7 and Office 2003-2010 migration

The McCann Group – Chicago, IL January 2009 – June 2010

Systems Engineer

Provided hardware and network support for suburb libraries and Village Halls

Configured and maintained wireless client networks

Supported Microsoft Active Directory

Provided Cisco Router and Switch configuration

University of Chicago Police Department – Chicago, IL September 2002 – February 2009

Supervisor of Police Support/Supervisor of Security

Supervised 6 non-exempt employees

Upgraded hardware, including laptops, PCs and Mac OSX

Provided phone and Blackberry support

Maintained Police and Security server

Configured and set up new hire computers

Steven Spielberg’s Shoah Foundation – Universal City, CA September 1999 – September 2002

Desktop Supervisor

Provided phone support for Windows PC’s and MACs

Utilized Remedy ticket tracking system

Responded to help desk calls Supported Win2000 advanced server


Robert Morris University

Bachelor of Science in Computer Science and Business Management

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