Service Support
Resume:
`
Mitchell Cassman
Northbrook, IL 60062
************@*****.***
Summary
. Highly effective computer professional with proven track record.
. Extremely organized with strong aptitude for detail.
. Outgoing, accommodating, and professional demeanor.
. Works well on an individual and/or team basis.
. Develops and maintains excellent relationships with administration,
colleagues and clients.
. Readily identifies problem areas and provides effective, efficient
solutions.
. Takes direction well and remains committed to fulfilling prescribed
goals.
. Have been recognized by the user community as being an asset to the
Service Desk.
Employment Accomplishments
United Airlines/GTS 08/09-
3/11
System Support Analyst - Level 2/Level 3
Handle telephone help desk requests. Diagnose and resolve user network
problems for Chicago Public Schools employees, contractors and interns.
Identify hardware and peripheral equipment problems. Refer defective
equipment for service. Document services and repairs in Peregrine Service
Center database. Use Active Directory tools to review existing network
accounts. Software included Microsoft Office Professional 2007 and
Microsoft Outlook 2007. Hardware Included Dell desktops/laptops and Lexmark
printers.. Software included Apollo, Unimatic and FastRes applications.
Hardware included Miltope ticket printers, Genicom boarding pass readers
and Symbol handle-held barcode scanners.
Abbey Road Computer Service, Buffalo Grove, IL 07/99
- Present
Network Support Analyst/Co-Owner
. Hardware and Software support for Fortune 500 and 1000 companies.
. Install and support Windows Operating Systems
. Windows Office Office 97, 2000, 2003, 2007, XP, Microsoft Project,
Microsoft Visio, Microsoft Front Page, Microsoft Visual Basic,
Microsoft Internet Explorer, Server, PC, Laptops and software
purchases
. Support, install and configure PC hardware.
. Hardware and Software support
. Troubleshoot and service PC's
. 24 Hour Phone Support
. Disaster Recovery planning and implementation.
. Clients include: Akzo Nobel Non-Stick Coatings, AON Corporation,
Random House.
Children's Memorial Hospital Chicago, Illinois
03/97 - 07/99
Desktop Support Analyst
. Support and configuration of a 1700+ user network
. Offsite computer support at satellite clinics throughout Chicago and
surrounding suburbs.
. Took Help Desk calls before an actual Help Desk was established
Walgreens's Corporation Mt Prospect, Illinois
04/95 - 03/97
Help Desk Problem Coordinator
. Support of Field Technicians and retail store employees
. Troubleshooting hardware, store and pharmacy software
. Procedural assistance for 2000 nationwide retail stores
. Store Support Team member
. Team Leader/Trainer
Education
University of Illinois, Champaign, Illinois 1985
. Associate of Arts, Music
Certifications
. Microsoft Deploying Windows 7, May 2010
. Microsoft MCP Windows 7, May 2010
. Microsoft Deploying Windows XP May 2002
. Dell Certified Technician, May 2001
. Deploying Windows 2000, May 2000
References furnished upon request
Contact this candidate