IT Support Professional

PROFESSIONAL EXPERIENCE

FTD (Florists Transworld Delivery) - Downers Grove, Illinois

Contractor / IT Support Analyst

*/**** - *******

. CompTIA A+ Certified

. Provided phone and remote support while logging all cases into HEAT

ticketing system

. Supported multiple platforms of Mercury application software via phone

and Team Viewer remote access.

. Handled all technical issues from daily operations issues to technical

issues with platform, software and vendor provided hardware. Hardware

included various computer platforms, printers and POS systems.

. Resolved technical issues while adhering to Service Level Agreements

. Worked with all levels of member florists and infrastructure

personnel.

TEKSystems - Downers Grove, Illinois

Contractor / IT Support Analyst

1/2013 - 5/10/2013

. CompTIA A+ Certified

. Provided phone email and remote support while logging all cases into

Service Desk Express ticketing system

. Supported Windows7 Operating System, Microsoft Office Suite, MS

Exchange, Outlook and third party industry specific software

. Resolved technical issues while adhering to Service Level Agreements

. Worked with network account creation and maintenance through Active

Directory

Glen Ellyn School District 41 - Glen Ellyn, Illinois 8/2008 - 12/2012

IT Support Specialist

. CompTIA A+ certified

. Provided phone, remote and deskside support while logging all cases

into HelpDesk Ticketing System

. Supported XP Operating System, Microsoft Office Suite, MS Exchange,

Outlook and Adobe products and third party applications such as SIS

and Cisco Call Manager

. Provided hardware break/fix and configuration for laptops/desktops

. Resolved technical issues including virus and malware removal,

internet connectivity etc.

. Worked with network account creation and maintenance through Active

Directory

. Worked with wireless infrastructure and devices such as tablets and

Blackberry products

DuPage Medical Group - Downers Grove, Illinois 12/2003 - 7/2008

Information Systems Support - Tier 1 Analyst

. CompTIA A+ Certified

. Provided support for 35+ site medical group; traveled county wide to

provide in-person support

. Resolved technical issues with quick and accurate resolutions for

hardware and software applications

. Supported XP, Microsoft Office, Microsoft Exchange and other

applications and provided hardware break/fix and configuration for

laptops, desktops and peripherals

. Imaged and configured all PCs for new employees; added/deleted users

and changed passwords in Active Directory

Independent PC Technician / Consultant 2002 -- 2003

. Hired out to assemble computer systems, connect / network PC's and

repair / troubleshoot

USG (Schiller Park Customer Service Center) - Schiller Park, Illinois

1997 -- 2002

Technical Support Analyst

. Created, completed and escalated tickets through newly implemented

call tracking system

. Worked with support team and end users to create a productive work

environment through account maintenance, hardware break / fix and

education on technology as needed.

. Supervised team responsible for insuring desktop systems and

applications were Y2K compliant.

Senior Customer Service Representative

. Managed an assigned account base to insure total customer

satisfaction.

Werner Co. -- Franklin Park, Illinois 1990 --1997

PC Systems / Communications Specialist

. Lead member of implementation team for Video Conferencing project.

. Managed project for 100K telephone switch upgrade

Sales / Service Administrator

. Managed assigned accounts to provide effective order processing to

achieve high level of sales support.

EDUCATION & CERTIFICATIONS

Certifications obtained:

. A+ Certified Technician (TechSkills)

Education

. MBA, Graduated 1996, Concentration in Information Systems, DeVry

University

. BS, Graduated 1989, Human Resources Management, Elmhurst College

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