Milwaukee WI 53209
Education & Certifications:
**** - **** – Associates degree & Dean’s List Honors - IT Security
2006 - RESCUECOM – Computer Technician Certification
2003 - All State Training, Australia - OSHA Certification
2002 - Nepean TAFE, Australia - Computer Networking Certification II
Help Desk Support
BMC Remedy / Service Desk Express
Windows Server 2008
Windows OS XP/7
VPN / RDP / Citrix
MS Office 2013
Sep 2015 – Oct 2018 - HARLEY DAVIDSON – Milwaukee WI – Desktop Service Technician II (Contractor)
Working on a team, I learned the IT procedures for multiple HD facilities to provide onsite IT support & travel to these locations as needed. Some project work I completed entailed a rollout of PC upgrades for the HD Call center, which I had completed ahead of the projected timeline, and in the process; also solved an IE 11 issue that would have otherwise delayed the rollout of IE 11. General daily duties consist of performing level 2 desktop support, hardware & software setup / installation, PC imaging, phone setup, as well as working with vendors and overseas teams to troubleshoot and solve hardware & software issues as they arise. While providing solutions for various applications & issues, I worked together with our teams to produce quality IT services for Harley Davidson.
Dec 2014 – Feb 2015 – JOHNSON CONTROLS - Milwaukee WI – Deskide Support Analyst II (contractor)
Worked together on a team that provided Deskside support & remote support: PC refreshes, software installations, hardware repairs and troubleshooting issues. Performed troubleshooting and provided solutions for various hosted applications & issues pertaining to a high-level network environment, including but not limited to: Active Directory, Avaya desk phones, iPhone/Android, Data transfers, Microsoft Office, Windows 7/64bit, Exchange, VPN, network / LAN connectivity, printers, and various in-house applications. Placed orders for replacement parts for hardware repairs as required.
Dec 2013 - Feb 2014 - VCPI - Milwaukee WI - Help Desk Analyst (contractor)
Handled calls for issues in a high-level network environment; issues such as network printing, drive mapping, Active Directory permissions, dial out utilities, file transfers, Microsoft Office, Windows XP and 7, Exchange, Citrix, and network / LAN connectivity for desktops, using the BMC Remedy ticketing system, Ultra VNC, and various in-house applications.
Oct 2012-Oct 2013: FIS GLOBAL - Milwaukee WI - IT Security Analyst (contractor)
Completed all procedures necessary to ensure the safety of information systems assets, and protect systems from intentional or inadvertent access or destruction, by completing information security-related requests using established information security tools and procedures. Met SLA's in relation to the timely creation of XID user accounts for CSR's and TSR's for nationwide accounts support, and daily maintenance of expired XID user accounts.
Apr 2010-Dec 2011: INTERWORK SYSTEMS - Milwaukee WI - Support Engineer (contractor)
Provided onsite & remote computer support in a fast-paced multitasking environment and handled an average of 15-30 calls per day to troubleshoot client & end user issues. Performed service calls to customers and clients as needed to troubleshoot and repair a wide range of software and hardware issues.
Aug 2010–Nov 2010: ROCKWELL AUTOMATION - Milwaukee WI – PC Upgrade Specialist (contractor)
Working with a team of individuals, I worked to coordinate a nationwide rollout of new computer equipment. Taking initiative, I designed an automated answering system to collect specific data from employees & expedited their equipment upgrades while the team was on calls or out of the office. This enabled rollout completion ahead of schedule.
Aug 2007-Dec 2008: THE MILWAUKEE JOURNAL - Operations Analyst / IT Support Engineer
Responsible for daily operations & providing data center support in a fast-paced multitasking environment, handling an average of 10-30 calls per day, delegating the correction of issues as they arose on a daily basis, & routine logging of activities in BMC Service Desk Express as needed.
Executed & monitored backup processes on the SAN for approximately 300+ network servers
Routinely monitored service tickets for completion & resolution as appropriate
Performed maintenance of servers, workstations, and other end user devices
Email alert response & monitoring of internal / external networks to ensure peak performance
Made hourly inspections of server environments, and corrected issues as needed
Monitored the UNIX environment, & executed script processes per hourly / daily schedule
Developed & modified implementation plans & systems procedures to minimize downtime
Handled Security for user accounts, Secure ID Tokens, pagers, Cell Phones
July 2005 - November 2005: TIME WARNER CABLE - Milwaukee WI - Direct Sales Associate (contractor)
Processed inbound calls from sales reps & customers to modify & activate residential cable, phone, & internet accounts. Handled customer service & performed in-house credit checks on customers prior to activating services. Documented adjustments made to accounts for accuracy, and future account inquiry.
September 2000 - February 2005: PC MECHANICS SUPPLY - Sydney AU - IT Sales & Service Technician
Conducted sales, repairs, customer service, & provided technical onsite support daily. Assigned repairs/diagnostics testing to personnel based on repair volumes. Performed daily assembly & testing of PC hardware based on customer needs: including custom-built systems & selling a full range of computer parts & accessories, software & hardware products daily both face to face, over the phone, and to online customers.