Support Microsoft Office

SKILLS SUMMARY

Multiple years of systems experience including Help Desk support for Microsoft Windows Operating Systems Supporting Windows XP, 7, 8, and 10. Windows 2003, 2008 and 2012 Servers, Microsoft Office Suites, Corel and Adobe application suites,. PC hardware/printer support and repair, systems administration for various operating systems, Windows, UNIX and Linux environments, VMware VSphere and Horizon, Application Support for Office 365, SharePoint and OnBase, along with experience in all phases of the systems integration, deployment and configuration.

EDUCATION

Bachelor of Science Degree in Business Administration, Knoxville College, Knoxville TN, in 1979. Successfully completed several certification courses in Microsoft Windows administration in an Enterprise Domain Environment and TCP/IP internetworking. SUN Solaris Operating Systems administration, HP/UNIX systems administration and, third party applications.

PROFESSIONAL EXPERIENCE

TEKsystems, Downers Grove, Illinois

Desktop Support Specialist II

Assigned to the Illinois Hospital Association February 2019 – Present

• Project lead for Windows 10 and Office 2016 migration (Rollout new Windows 10 VMware VDM imaged

desktops, manage and monitor test users, plan rollout, prepare quick reference and training guides)

•Project lead for MFP Copiers replacement (Vendor contact, sales meetings, and current inventory analysis)

•VMware Desktop Support of 200 user staff using VMware Horizon and VSphere v6.5

•Basic Cisco IP phone support

•Use TrackIt Helpdesk Management software to respond, troubleshoot, and complete network, telephone,

desktop hardware and application (Microsoft Office, PDF, and assorted apps), and printer requests

•Use Sentinel managed services portal to create Advance AD and IP Phone requests

•Remote support of Chicago, Springfield IL and Brookfield, WI offices

•Train users, conducted onboarding/offboarding of employees, review and revise current support

documentation on SharePoint portal

•Setup and support medium to large multipoint video and audio conferences

•Update Windows 7 laptops to Windows 10 using Acronis Snap Deploy

Adler University, Chicago, Illinois

HelpDesk Specialist November 2011 – November 2018

• SharePoint Team Site Administrator

• Microsoft Office support including installation, configure, and troubleshooting for Office 2007 thru 2016,

and O365. Supported users using Word, PowerPoint, Excel, Outlook, OneDrive, and Skype for Business

· Desktop and Laptop Hardware Support which involved Installing Windows operating systems, network

configuration for domain (wired and wireless), along with troubleshooting boot-up, slow response, and

connection problems. Analyze, install, and remove hardware (keyboards, touchpads, memory, and

hard drives)

· Mitel Telephone and iPhone and Android Mobile Phone Support.

· Printer Support and troubleshooting for Laserjet printers.

· Canon Uniflow Administration of Uniflow network and Copier/Printer Hardware Support.

· Onbase Administration consisting of user account setup and administration .

· Zendesk and BNC Track-It Help Desk Management Tools involving logging technology support requests.

· User Microsoft Exchange and Office 365 email support.

· Windows 2008 and 2012 Server installation and configuration and installation of VMWare v5.1 virtual

Windows servers.

· Network LAN, WAN, Wireless, and VPN system access/connectivity and troubleshooting.

· Active Directory Administration.

· VPN Support for SonicWall NSA E5500 and NSA 3500 Firewall appliances.

· Barracuda Email Support.

· Symantec EndPoint Protection Virus Identification/Remediation installation and Configuration.

· Setup and Configuration of Webex and Skype for Business meetings.

· Conduct new user IT orientations.

· Participate in or lead special projects as needed.

· Training Documentation Creation and documentation.

· Classroom Technology for Projection systems, Smartboard Support and Training.

· Video Capture and File Conversion Support.

· Basic VMWare v5.1 Administration and Support.

· Classroom, Auditorium, Conference Rooms AV Equipment Integration support.

KIERKEN CORPORATION, Computers by the Hour & Copying Too!, Chicago, Illinois

Manager June 1997 – November 2011

· Responsibilities include installation, support, and training for Microsoft Office Suite 2003,

2007, and 2010.

· Onsite and remote User support for Windows.

· Installation and on-site and remote support for Windows Server 2003 and 2008.

· End-user support to clients on various aspects of daily systems usage and maintenance.

· On-site and remote service and troubleshooting for PC hardware, printers, fax/modems,

· Installation, onsite and remote support of network configurations including firewall and

email appliance hardware. Remote Access support via VPN. Also performs network

monitoring and troubleshooting.

· Designing and building new computer systems.

· Classroom and private training for Basic Computer Use and Microsoft Office Suite of

applications. Development of user documentation and training aids.

· Installation, onsite and remote support of backup systems that include onsite tape devices

and cloud/online backups.

· Manage and supervise technical staff.

· Project management, development, participation and implementation of Client projects.

· Desktop publishing experience using and supporting Microsoft Office products, Adobe

Photoshop and Illustrator, CorelDraw.

· Management responsibilities included profit and loss control, annual budgeting, weekly

payroll, and staff scheduling.

PCG International, Inc., Chicago, Illinois

Windows Systems Administrator and Site Manager June 2008 – April 2011

· Manage and supervise staff of three technicians.

· Installation and on-site support for Windows Server 2003 and 2008 Exchange Server 2003/07.

· Onsite User support for Windows XP, Windows7, and Apple Macintosh OS.

· Installation and support of Blackberry Enterprise Server.

· Installation, daily maintenance, and troubleshooting of Symantec Backup Exec.

· End-user client support for various aspects of daily systems usage, email and application

Support.

· Installation, daily maintenance, and troubleshooting of Norton End Point Protection Server.

· Installation, onsite and remote support of network configurations.

O’Connor & Associates · SBC/OC, LP · Swiss Bank Corporation · Perot Systems Corporation

Chicago Board of Trade, Chicago, Illinois 1990 - 1997

Unix & NT Systems Administrator

· Worked daily 4 hour Help Desk shift as the on-duty Windows NT/UNIX Systems

Administrator responding to user requests for support of desktop applications, printers,

fax/modems, and network troubleshooting.

· Setup new user accounts, email support, user’s permissions group creation and

updating.

· Microsoft Office Suite applications support and troubleshooting to end-users.

· Supported Network Information Systems Unix maps (Hosts, Password, Aliases, Group, and

Networks) as needed.

· Analyzed and resolved email problems, slow networks, workstation and server problems.

· Once monthly responsibility for the completion of all full tape backups of all local servers

(approximately 150). Daily responsibility for incremental tape backups of all local servers

along with file restoration of from tape.

· Installed printer and fax hardware along configuration and connection to Windows and

UNIX networks.

· Assisted and directed hardware technicians with the resolution of crashed servers and

workstations (Windows, SUN, and NeXTStep).

· Project manager and or project team participation on assorted projects such as Operations

Systems upgrades, de-commission of old servers and workstations; relocating servers to

different networks, updating hardware (disk drives, memory, and tape devices), and

identification, backup, and removal of old data to recover disk space.

· On-call one week per month as the on-duty Systems Administrator for off hours (5:00 p.m.

until 6:00 a.m. Monday thru Friday and 24 hours Saturday and Sunday).

· Daily team support of a TCP/IP network WAN with over 3500 workstations and servers in

a heterogeneous environment (Windows and UNIX) along with 600 local users.

PC Group Support/Deployment Manager

· Supported over 300 users of Microsoft Windows Operating Systems and Microsoft Office

Suite of applications.

· Repaired and serviced personal computer workstations and IBM and Compaq notebook

computers for end-users.

· Prepared and designed the specifications for email system using a customized front-end and

a Sybase database to track requests for service from the help desk for new equipment,

software problem resolution (Microsoft and Lotus products), local and network printer

problems, fax/modem, and other general end-user problem troubleshooting.

· Trained and supported end-users of Microsoft Office Suite of applications.

· Conducted and attended planning and strategy meeting with upper management for

direction and maintenance of the Windows NT network.

· Project Management of projects such as Virus software installations and updates, Operating

Systems upgrades, hardware deployment, data migration to new servers, equipment

inventory, and new software installations.

· Prepared annual PC Support Group Work Plan for the year.

· Rolled-out and maintained daily over 350 Windows NT workstations during 9-month

period.

· Managed staff of eight including consultants that included terminating existing staff, hiring

and training new technical staff.

Systems Integration Technician

· Built, configured, and installed SUN, NeXT, HP workstations and servers which involved

Operating Systems installation; hardware configuration (multiple drives, network cards,

In/Out controller cards, memory installation, and on occasion multiple video cards).

· Configuration for networking (host I.D. and host name) for TCP/IP network.

· Installation of proprietary software developed at Swiss Bank.

· Configuration and installation of Network HUBS.

· Physical installation of newly configured hardware (workstations and servers) along with

network connectivity and the resolution of any authentication trouble.

· Configured and installed Hewlett Packer, Apple, and Texas Instruments printers for

network sharing.

· De-installation of workstations and servers.

· During a seven-month period the systems integration group rolled-out and installed over

800 workstations and servers successfully.

PC/Macintosh Support Technician

· Supported end-users using Microsoft Office applications and Microsoft and

Apple/Macintosh Operating Systems,.

· Configured, installed, and troubleshot PC hardware.

· Trained users, established and maintained network connectivity for PC-NFS, installed

printers along with fax/modems setup and support.

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