Customer Service Engineer
Resume:
Joel D. Rubin
Lisle, IL 60532
**********@*****.***
WINDOWS SYSTEM ADMINISTRATOR \ END-USER SUPPORT ANALYST \ DESKTOP ENGINEER
Innovative, solutions-oriented IT professional, with a background in Windows Desktop and
Server administration. Seeking a hands-on position that will utilize my technical, leadership, and
customer service skills. Proven ability to identify problems, analyze possible solutions and
determine best course of action to meet objectives. 8+ years of progressive computer/network
operations experience with a total of 12+ years end-user support and troubleshooting
experience. Effective communicator; easily interfaces between the technical and non-technical.
TECHNICAL SUMMARY:
HARDWARE Dell/HP Desktops, Laptops; Dell Servers; HP Servers, Lenovo Laptops and desktops,
Printers; Blackberries; iPad, iPhone; Picturtel/Polycom Videoconferencing Units;
Creston conference room systems; Qualstar Tape Backup Libraries with AIT2
technology; Cisco Catalyst 6500 and 4500 Series Switches / Aironet APs; Cisco 3600
Series Routers
SYSTEMS MS Windows-all versions; MS Server 2008; MAC OSX; MS Exchange; Blackberry
Enterprise Server; Citrix – all versions; VMware server
SOFTWARE Symantec Enterprise AV; Microsoft Active Directory; Microsoft IIS with BITS; Microsoft
SCCM; Microsoft Office 2003, 2007, and 2010; Microsoft Access; Adobe Acrobat,
Photoshop, Illustrator; Microsoft Visio, Frontpage, Project, Outlook; Lotus Notes/Domino
R5, R6, Symantec Ghost; Nortel PBX; Definity Audix Voicemail; SAP; Citrix Metaframe
clients; EFI Fiery Systems, EFI Command Workstation; Wise for Windows installer;
VPN
MANAGEMENT
APPLICATIONS Remedy, Computer Associates Unicenter, SCCM
PROFESSIONAL EXPERIENCE:
HUB Group, OakBrook, IL
PC Installation and End User Support 12/13 –
12/13
Work with team Lead on scheduling PC moves and relocations
Install and configure 100’s of PC’s and peripheral’s
Help End Users after relocation troubleshoot and resolve any software and/or hardware issues
Connect users to new print server and correct printers
Ulta Inc., Bolingbrook, IL
Service Desk - consultant 10/12 – 12/12
Work with upgrade team to upgrade or replace 500+ Windows XP computers to Windows 7
Trouble shoot and work on solutions for PCMOVER application
Manually move data from old pc to new pc (Documents, Settings, Favorites, .PST, .NK2 files)
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Interview users to find their exact software needs and schedule them to be upgraded
Work with users the day after upgrade to troubleshoot and resolve any software issues
Create and modify Active Directory accounts
Create Microsoft Exchange accounts
RX COMPUTING INC., Oak Forest, IL 3/12 – 09/12
Computer Specialist – consultant
Resolve home user and small business computer issues
Virus & Malware removal
Computer repair and computer upgrades
Custom computer building
Wireless home network installations
New computer setups
Data recovery
Sears Holding Corporation, Hoffman Estates, IL 9/11 - 11/11
Level 2 Network Support Analyst - consultant
End user support for a beta test of iPod/iPad User project for rollout to the retail associates.
Work with level 1 support to resolve hardware, software and usability issues.
Participated in War Room type efforts to troubleshoot and repair iPod/iPad Issues during beta.
Worked with end users to understand their usability issues and translate those issues to error
reports to allow the software developers to resolve issues.
Ensured the beta test results from a software and hardware perspective were all reported
accurately to the senior leaders.
Exelon Corporation, Chicago, IL 6/11 - 8/11
Executive End User Support - consultant
Daily end user support activity with emphasis on Executive Support.
On call 24/7 for 200 – 300 top Executives, including home based support when needed.
Configure and support Blackberry devices including hardware, firmware, and user issues
Troubleshoot and repair Lenovo laptops and desktops for the executive offices and
administrative staff.
Troubleshoot HP printers and MFD’s
Performed inventory and asset management, including security, to ensure all equipment was
accounted for and the company met all internal and external audit policies.
MTM Technologies, Arlington Heights, IL 01/10 - 03/10
Imaging Specialist – consultant
Build Windows 2008 back up domain controllers
Install and configure IIS with BITS technology
Create Windows SCCM distribution points
Create Windows PE SCCM bootable USB disks
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Test SCCM software installation packages
Troubleshoot LAN and WAN issues
Image Dell desktops and laptops using SCCM (800+ machines)
Inventory and asset management ensuring that all equipment was delivered to correct location
Sara Lee Corporation, Downers Grove, IL 08/05 – 2/09
Executive End User Support Analyst
Daily end user support activity with emphasis on Executive Support
On call 24/7 for top Executives, including going to their homes if needed
Support LAN infrastructure consisting of Windows 2003 Active Directory, provide support for
senior executives and 1200+ users (serving as first response for top executives in world
headquarters)
Responsible for ordering equipment, asset management, and hardware/software configuration
Train, mentor, and motivate Help Desk and Desktop Support Teams
Planned, tested, and implemented Lotus Notes to Outlook migration
Function as a communication liaison for my team to other departments or IT related groups:
Communicate changes in process, escalations, or applications that impact the production
environment
Assist the telecommunications team in administering users on a Nortel PBX and Definity Audix
voice message systems
Troubleshoot VPN and SSL VPN client side issues
Lead and/or Managed numerous projects ( Rollout of Office 2003, Migration from Lotus Notes to
Microsoft Exchange messaging platform, 200 user active directory migration)
Configure and support Blackberry devices including hardware, firmware, and user issues
Canon Business Solutions, Chicago, IL 12/98 – 07/05
Systems Engineer
Integrate software and hardware solutions into existing customer networks
Configure and integrate MFD (Multi-Function Devices) and Ecopy scanning solutions for large
legal firms and financial institutions
Trouble shoot and repair print servers
Install and configure software on user workstations
Install, configure and maintain EFI Fiery print controllers
Image workstations using Symantec ghost for large hardware installations
Help Desk Support & Customer Service
Maintain and repair copiers
Customer Service
Inventory management
Education & Certifications
College of DuPage, 1996-1998
Illinois Institute of Technology, 2000, Certificate for Windows 2000 Operations & Networking
MCP Windows 2000 Installation and configuration
Currently working on CCNA certification
References and recommendations available upon request
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