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Desktop Support Software

Chicago, Illinois, United States
August 16, 2018

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Eric Hawkins

**** ******* ***** ** **** * University Park, IL 60484Phone: 224-***-**** Email:


Visionary and technically savvy solutions driver possessing a progressive experience in driving areas including IT/technology management, network/systems design and administration, LAN/WAN administration, staff management, technology integration, and technical project management.

Adept in leading the planning, development, deployment and support of highly efficient IT/network strategies, systems and solutions in accordance to business needs, budgets and scalability.

Experience in identifying and recommending new technologies and systems designed to improve business processes, increase efficiency, while leading the enhancement of technology solutions and services in support of strategic plans and corporate IT needs.

Skills which includes:

oNetwork Administration

oProcedural Development

oHardware/Software Installation

oIntegration & Migration

oEnterprise IT Management

oUser & Field Training/Support

oDatabase Administration

oLAN/WAN Administration

oInfrastructure Architecture

oProject Management

oIntegration & Migration

oDisaster Recovery/Storage


Bachelor of Applied Science - Telecommunications Management (2002)

Associate of Applied Science - Computer Systems Specialty

Robert Morris College, Chicago, IL




Reason for looking Jobs: Currently doing Temp Jobs and looking for the right opportunity

US Rail Road Retirement Board 06/2018 to Present

Level 2 desktop support

Environment System Design 12/2017 to 04/2018

Level 2 desktop support

Ricoh, Chicago, IL 07/2005 – 09/2017

IT Field Support Technician

Lead the delivery of all aspects of IT, systems and network support to all internal users, while providing 2nd and 3rd level support and managing escalated calls for complex problems. Investigate and resolve complex technical problems via extensive IT knowledge and a host of resources such as spyware/adware removal tools, configuration tools, antivirus programs, and PC imaging and configuration.

Conduct all aspects of PC, desktop, laptop and mobile device setup and maintenance, including installation and configuration of hard drives, NIC's, printers, and other PC accessories.

Monitor and tune systems to achieve optimum performance levels; ensure data integrity by evaluating, implementing, programming and managing appropriate software and hardware solutions.

Utilize diverse diagnostic hardware and software tools to identify and isolate service problems.

Develop and maintain a comprehensive operating system hardware and software configuration database/library of all supporting documentation.

Administer and support of system security, including system access, virus management and security patch management; execute the creation of Active Directory users, share folders, etc.

Implementation of software upgrades, including firmware revisions, operating systems, production software upgrades and other enhancements.

Receive, assess, troubleshoot, resolve and close incident tickets regarding client OS (Windows XP/Win7 Win 10), Microsoft Office applications, other basic applications (Adobe, VPN Cisco AnyConnect, Client, Service Now and Service Manager,) and network issues.

Strategize enterprise network security planning and maintenance, including firewall, anti-virus, gateway, backup/disaster recovery and security assessments.

Facilitate the training and support of customers and colleagues, while building solid working relations with internal customers/colleagues.

Plan and implement strategic projects alongside other technicians, to include system upgrades, hardware/software migrations, etc.

Proactive administration/maintenance of computing environment, seek information for system enhancements and propose implementation plans with IS team.

MacNeal, Berwyn, IL 07/2004 - 06/2005

IT Administration/Operations

Oversaw the execution of daily IT system administration and support for all technologies, while ensuring alignment with business strategies, tin include supporting all desktop and laptop computers, providing end user support for hardware/software problems, and conducting direct hands-on support and troubleshooting, to include installing, maintaining, repairing, administering and troubleshooting all hardware, software and equipment.

Managed an environment consisting of 30 servers running Windows 2000 and 2003, and AS400 ALG and MDP system.

Led a diverse range of critical business support functions for multiple departments, while working with end users, team members, and upper management to ensure systems meet ongoing organizational requirements. Formulated cost-effective strategies to reduce service delivery time, while improving overall quality and accuracy of technical, operational, and accounting reports.

Tested and configured software, and maintained and repaired hardware and peripheral devices.

Evaluated network/system performance in order to maintain uptime and identify ways of improvement.

Facilitated the troubleshooting and repair of all system components, including laptops, desktops, servers, and network peripherals such as printers and scanners.

Monitored and ran backups using Exec View for various network systems; utilized a range of tools, including SMS MS4, to monitor interfaces.

Delivered all aspects of helpdesk and training services; ran daily schedules and backups to ensure critical data security.

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