Desktop Support Active Directory

TREVOR A. CACHUR

**** *. ******* ***, *******, IL

Ph: 312-***-****

Email: ************@*****.***

PROFESSIONAL SUMMARY

Tier 2/3 PC Technician/Executive Support Technician/Server Engineer/Team Lead with fifteen plus years experience. Customer Relations Specialist who provides the highest quality service to customers and fellow staff members. Excellent computer related technical repair skills with a keen interest in information technology advancements. Superior problem solving and analytical skills to quickly diagnose and solve PC and other assorted user related issues.

EXPERIENCE

Art Institute of Chicago

Chicago, Illinois

Concierge/Greeter March 2018 - Present

Direct and assist visitors, members and the general public.

Provide information pertaining to current and upcoming exhibitions.

Exhibit excellent customer relation skills and provide up to date information.

Engage visitors in need of assistance to provide the best possible experience possible.

Assist at various kiosks and information desks located throughout the museum

Troubleshoot telephony and mobile device connectivity issues.

Ensure the best possible end user experience available.

Freelance Computer Repair Technician August 2014 – Present

Diagnose problems with computer hardware and software.

Repair or replace all malfunctioning components.

Install, configure and test hardware or software and verify functionality

Upgrade existing hardware/software upon user’s request.

Document and record all hardware/software installations, failures and upgrades.

Providing troubleshooting assistance in person, via email, or over the telephone to users.

Conducting training for users in some instances.

Maintaining and servicing printers, scanners and other computer peripherals.

Provide documentation and recommendation to prevent further damage or loss.

IBM/Tenneco December 2013 – August 2014

Lake Forest, Illinois

Global Migration Team Lead

Provide guidance, instruction, direction and leadership to over 20 sites being migrated.

Create deliverables for technicians to accomplish tasks.

Keep accurate log of PC’s assigned to end-users, PC migrations pending/completed, PC’s registered in the database.

Communicate with migration team daily to provide coaching and leadership.

Set priorities with technicians to achieve maximum efficiency.

Inspire and encourage the team towards its development.

Ensure that all tasks will be satisfactorily completed within the SLA.

Catamaran Pharma August 2013 – September 2013 Schaumburg, Illinois

Migration Technician/Desktop Support Engineer

Windows XP to Win7 migration.

Perform back up and recovery for migrating users.

Upgrade users from Dell E6400 to E6430 laptop.

Install OS on PC for new users and install updates and requested software.

Create new user account in Active Directory and SCCM.

Wipe users HDD upon termination at company.

Remove terminated users from Active Directory and SCCM.

Keep accurate inventory and update inventory in Share Point.

Dell/Keuhne & Nagle July 2013

Elk Grove Village, Illinois

L4 Team Lead/Migration Technician

Act as Team Lead for short-term migration involving 37 desktops and laptops.

Ensure that all PC’s migrated successfully.

Keep accurate records of all new and old PC’s for migration.

Perform back up and restore of all users data.

Troubleshoot, resolve or escalate any issues.

Layered Technologies March 2013 – June 2013

Chicago, Illinois

Data Center Server Engineer

Image Dell servers with CentOS and configured RAID arrays as per specifications.

Rack and mount servers in specified vendor cabinets.

Install or move cabinets and rack and maintain functionality.

Assemble and install copper cabling to requested length and location.

Configure cable specification as identified in the provided wire map.

Monitor data center for any hardware or software issues.

Decommission and remove servers from requested cabinets and racks.

Keep accurate inventory of servers and parts available.

Daily reports to Share point regarding BAU and SLA.

Populate shared spreadsheets regarding inventory and SLA.

Monitor co-workers and third party technicians for maintenance.

Attend weekly meetings for reporting of SLA and BAU.

Atos/Siemens July 2012 – December 2012

Lake Zurich, Illinois

Wintel Server Engineer

Configure Fujitsu, HP and Dell servers with RAID arrays depending on request.

Implement corporate 2003 and 2008 server image.

Configure servers with IP support and remote access for corporate use.

Decommission servers for redistribution.

Rack servers and connect power and networking peripherals.

Keep accurate count and asset information of incoming and outgoing servers.

Support new projects, new OS installations, upgrades, patches and creation of documentation.

Perform root cause analysis and troubleshooting.

Astellas Pharma June 2012-July 2012

Deerfield, Illinois

Tier3 Desktop Support Specialist/Project Manager

Aid Executives and VP’s with PC and Mac hardware and software related issues.

End user migration from Exchange 2007 to 2010.

Implement Quest Migration Management (QMM) to grant access from Exchange 2010 to 2007

Assist users with issues regarding delegates in 2007/2010.

Manage project to grant access to guest printer for users on campus.

Maintain SLA for all PC issues.

Sarcom/American Greetings May 2011-June 2012

Chicago Headquarters

Tier 2 and 3 Desktop Support Specialist/Executive support

Aid Executives, VIP’s and users with hardware and software related issues.

Ensure that all executive issues take precedence.

Provide preconfigured loaner PC/laptop to executives while performing PC maintenance.

Desktop/laptop maintenance including Lenovo/HP/Toshiba/Dell and Mac units.

Maintain operating systems and perform backups.

Repair, replace or upgrade Mac units.

Configure Mac desktop or laptop for Entourage usage.

Support general Mac hardware and software related issues.

Diagnose and repair Outlook and Entourage email issues.

Repair local and network printers with hardware/software configuration issues.

Collect and maintain users’ data for refresh, reimage or upgrade.

Utilize and maintain SMS/SCCM for scheduled upgrades and maintenance.

Experienced in configuring and utilizing Active Directory and Terminal Services for end users.

Collect accurate count of on-hand inventory.

Experienced with HP Service Manager as ticketing system.

Maintain Service Level Agreements with all repairs.

Exelon/ComEd Feb 2010 -May 2011

Oakbrook Lincoln Center/Commercial Center/Chicago Corporate Headquarters

Tier 2 and 3 Desktop Support Specialist/Executive support

Aid Executives and VIP’s with hardware and software related issues.

Desktop/laptop maintenance including Lenovo/HP/Toshiba/Dell.

Perform manual backups for users.

Maintain operating systems including Windows95/98/2000/ME/XP

Supported Office Suites 2000/XP/2003/2007

Diagnose and repaired Outlook 200/XP/2003/2007 mail issues.

Repair printers with hardware/software configuration issues.

Collect and maintain users’ data for reimage or upgrade.

Install and support Microsoft Excel/Word/Access/Project/Visio/PowerPoint XP/2003/2007

Utilize, configure and maintain Symantec End Point as antivirus software.

Support Microsoft Internet Explorer 6/7/8 and Firefox as Internet browsers.

Utilize and maintain SMS/SCCM

Experienced in configuring and utilizing Active Directory and Terminal Services for end users.

Installed Oracle/Citrix/Adobe 7/8/9 Pro, reader/Photoshop/Dreamweaver and verified functionality.

Assist users with printer hardware and software issues.

Collect accurate inventory of PC’s on hand.

Experienced with Remedy as ticketing system.

Perform troubleshooting for various PC issues.

Repair or replaced corrupt operating systems, software and hardware.

Maintain Service Level Agreements with all repairs.

IBM / ALCATEL-LUCENT TECHNOLOGIES

Oakbrook Terrace, IL

November 2004 – July 2009

Tier 2 and 3 Desktop Support Specialist

Perform troubleshooting and provided solutions to software, hardware, and networking

issues for end users’ PCs.

Desktop/laptop maintenance including Lenovo/HP/Toshiba/Dell.

Perform manual backups for users.

Maintain operating systems including Windows95/98/2000/ME/XP

Support Office Suites 2000/XP/2003/2007

Diagnose and repair Outlook 2000/XP/2003/2007 mail issues.

Install and support Microsoft Excel/Word/Access/Project/Visio/PowerPoint XP/2003/2007

Utilize, configure and maintain McAfee Enterprise as antivirus software.

Support Microsoft Internet Explorer and Netscape as Internet browsers.

Install Oracle/Citrix/Adobe 7/8 reader and verified functionality.

Utilize and maintain Altiris

Repair or replace corrupt operating systems, software and hardware.

Assist users via NetMeeting or telephone to resolve software related issues.

Image, prepare and configure PCs for new end users and de-installed PCs upon final return.

Routinely collect and maintain inventory data to provide an accurate count of PCs on hand.

Experienced with Manage Now and HP Open View as ticketing software.

Perform data backup and recovery utilizing Norton Ghost and Connected Data Protector.

Experienced in configuring and utilizing Active Directory and Terminal Services for end users.

Diagnose and repair printer hardware and software issues.

Repair PC network/connectivity issues regarding TCP/IP, WINS, and DNS.

Experienced in configuring and troubleshooting VPN software for users.

Train new employees for BAU operation of the service center.

Global Support for India, France, and China.

Education

DeVry University, Chicago, IL 2004

Bachelor of Science in Computer Information Systems

Daley College, Chicago, IL 2000

Associate of Liberal Arts

CompTIA A+ Certified 2000

-- Professional References available upon request --

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