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Help Desk Customer Service

Arlington Heights, IL
$20 per hour
October 12, 2018

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Information System professional with Windows Server and Office proficiencies, two and a half months help desk internship, management and direction of technicians in school computer club for one year.

Microsoft Windows 2000, XP, Vista and Windows 7

and 10

Windows Server 2003 and 2008 management

DNS and DHCP troubleshooting.

Internet Connectivity and network congestion issues troubleshooting.

Troubleshooting of performance and hardware issues. Desktop and laptop upgrades and repairs, Virus and Malware removal (PC repair sidejobs)

Experience in Microsoft Office 2007 & 2010.

Expertise in remote connection tools (i.e. Team viewer 9-13).

Troubleshooting of network printers and file sharing issues.

Expertise in OS Backup and Restore process.


Bring Your PC To DC October 2012 - present

Owner/Lead Technician

Computer Repair and IT Services

IT Administrator for Gartner Heating and Cooling June 2013-November 2013

Antivirus removal, upgrading software and hardware, IT consultation, computer maintenance and cleanup, Wintac Software

Computer Repair

Repaired video connection on Studio PC from Practical Music Studio. Discovered loose part inside PC and issue was resolved

Computer Repair

Software installation (Office 365) and computer training for Universal Landscaping

Mr. David’s Flooring September 2013- October 2013

Robert Half Technology assignment

IT Support Technician

Part-time Desktop support for client in Itasca: minor work with Active Directory, setting up New PCs, cleaning up hard drives, installing software, Virus and Malware removal, Employee equipment moves, utilization of Spiceworks

Alexian Brothers August 2012 – October 2012

Medix IT Staffing assignment

Help Desk Analyst Level 1

Changed windows login passwords and added profile Information to new Footprints profiles (from Profile/Organization tab) with Active Directory

Used remote access into user’s PCs with Configuration Manager and Go To Assist

Changed user’s passwords (from programs loaded remotely), created new PINs, removed sessions of programs through Citrix

Checked on-call techs, reviewed IT wikis, noted techs unavailable that day through SharePoint

Created Global and Individual Tickets, checked user status and completed terminations with Numara Footprints

Advised users how to use, troubleshoot issues in MS Office 2007

Remote connections to troubleshooting user's PC issues (laptops and desktops)

Added printers through remote access

Escalated calls to 2nd level support or routed to other departments (Network Team, Server Team, etc.) as needed

Configuration Manager

Citrix XenApp

Law Office of M. Gerard Gregoire, Staff Counsel, Allstate & Encompass Insurance May 2012 - June 2012

Kelly Services assignment

New Suit Processor

Data Entry of legal casework utilizing Outlook, CounselLink, TeamConnect and Excel

Sent encrypted emails to Outside Law firms

Walgreens August 2011 - December 2011

AIM Consulting assignment

Customer Service Representative

Answer questions and assist End Users in Lotus Notes to Outlook 2010 migration (results entered in MS Excel 2010)

Routing of advanced technical questions to technical support

Test monitors, workstations for functionality before recycling

Remove RAM and Hard Drives from workstations to be recycled

Robert Morris University, Waukegan, IL September 2010 – December 2010

ICenter Project (Team Lead)-Science Lab webpage form

Developed inventory webpage (initial stage of ongoing project)

Robert Morris University, Waukegan, IL October 2009 - October 2010

President (Lake County Techxperts computer club)

Managed technicians with Help Desk process of student and faculty PC repairs, trained officers for club presentations, held officer and club meetings, slide and campus-wide presentations regarding PC basics (install RAM, replace hard drives, etc.)

Pomeroy IT Solutions, Inc., Waukegan, IL February 2009 – May 2009

Help Desk Analyst Level 1 Intern

Level one training included resetting LAN and Mainframe passwords

Configuring Load Balancing of Lotus Notes version 6.5

Routing to Deskside/PC Hardware support, Printer Toner requests

Anyplace VPN, CMMouse, Lotus Messaging, Teleview, Anyplace Web, AccessNow, Blackberry issues, Siebel Dashboard,

Knowledgewire, Directory Smart 5.0, HP Service Desk 4.5 ticket system

Allstate Northbrook, IL April 1998 – May 2008

Data Entry/Word Processing Specialist

Entered data in spreadsheet for Insurance Appraisers, entered Automobile data in Excel Spreadsheet (Make, Model, Submodel, Brand, Year) at Allstate

MS Outlook, Word, Access, Excel, PowerPoint, IBM Mainframe 3270 at Allstate

(PQS, Vendor Selection and Legal Departments)


Robert Morris University Illinois, Waukegan, IL

Bachelor’s in Computer Networking – Cum Laude December 2010

Oakton Community College, Skokie, IL

Certificate in PC Repair October 2004

References Available On Request

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