IT Manager
Resume:
John T. Grace
Chicago, IL 60640
**********@*****.***
EDUCATION:
Bachelor of Science, Information Systems Technologies 05/2005
Southern Illinois University, Carbondale (SIUC)
PROFESSIONAL EXPERIENCE:
Great Lakes Credit Union
Help Desk Supervisor 03/14 – present
• Supervise team of four technicians across two sites
• Monitor daily tickets in Track-It ensuring proper assignments based on skill routing policies
• Payroll review and approval
• Ensures proper team scheduling, including PTO, branch visits, et al
• Development of internal Help Desk cross-training program
• Implement weekly ticketing QC to ensure highest quality service provided
• Develop and implement ticketing SLA program within Track-It
• Develop and implement metrics to measure Help Desk performance based on reporting tools
within Interactive Intelligence phone system and Track-It ticketing system
University of Chicago, Booth School of Business
Help Desk Team Lead 01/13 – 03/14
• Supervise team of three technicians
• Daily ticket queue reviews for SLA compliance
• Weekly and ad-hoc reporting of Help Desk statistics
• Loaner inventory management and traffic
• Project Management
o HEAT Ticketing System upgrade
o HMC installation and configuration
o Updating workflow processes for HEAT KB
• Conduct daily/weekly HD status meetings
Project Leadership Associates: 8/10 –
12/12
Senior Consultant/Team Lead – Remote Help Desk
• Provided phone and remote support for over 100 firms with offices in 10 countries
• Quality control of personal & subordinates’ ticket queues (across many clients) to ensure proper
communication and resolution of client issues
• Maintain onsite hardware inventories for clients, reporting needs for purchase/replacement
• Timesheet review & approval
• Break/fix resource scheduling & project adds for billing
Consultant/Onsite Help Desk Consultant
• Provided phone, desk-side, and remote support for users 11 countries
• AD + Exchange 2010 account creation/maintenance/documentation across multiple domains
• Citrix access support (Secure Gateway + RSA tokens) for two domains
• Citrix application publication (Presentation Manager) and security for published apps
• Windows 7 migration, Office 2010 upgrade and Microsoft Lync deployment
• Inventory management/procurement/recycle
• Backup maintenance and restore: B2T (BackupExec 2010) + B2D (Veeam)
• Managed Postini anti-spam solution
• Sophos management, deployment, and policy group creation & assignment
• Server patches/updates
• WSUS patch management
• Network documentation creation/maintenance
• Videoconferencing and A/V support
• Off-site backup storage coordination with Iron Mountain
Aramark/Kellogg School of Business – Northwestern University
IT Consultant 4/09 – 8/10
• Provided phone, desk-side, and remote support for students, faculty, and staff at the Evanston
campus (approximately 35 tickets/week)
• Evening shift supervisor with one student worker
• Classroom A/V equipment setup, maintenance, testing, and documentation
• Created Kellogg IT Recycling policy for entire school operation
CorbettAccel Healthcare Group
Technology Specialist 5/07 – 4/09
• Provided phone, desk-side, and remote support for the Chicago & New York City
• Technology & A/V specialist for company events & business pitches (onsite or at client site)
• Inventory management, overseeing up to $20,000 worth of incoming/outgoing leased equipment
in a month
• Tier 1 network support (password resets, Active Directory account modification)
• Videoconference setup & troubleshooting and VC equipment maintenance & testing
IntraVex
EDI Analyst (10/06 – 5/07)
• Responsible for troubleshooting/fixing/reloading of EDI invoices
• EDI outreach/testing/implementation/maintenance
• Break/fix (hardware/software)
Computer Learning Centers, Southern Illinois University
• Graduate Assistant (1/06 – 5/06)
• LAN Team (1/05 – 1/06)
• Help Desk Lab Technician (8/04 – 5/05)
SOFTWARE EXPERIENCE:
Desktop OS: Windows 98 – Windows 8.1, Mac OS X.x
Server OS: Server 2003, 2008 R2, SBS2008, SBS2011
Mail Server: Exchange 2003, Exchange 2010
Spam Solutions: Postini (Google)
Virtual Machines: VM Ware
Backup Solutions: Veeam, Symantec Backup Exec 12.5, 2010
Remote Monitoring: N-Able
VoIP phones: Nortel BCM, Interactive Intelligence (I3)
MS Office: 2003/2007/2010/2013
Anti-Virus: Symentec EndPoint, McAfee, CA Arcserve, Malwarebytes, Super-AntiSpyware, Sophos
Imaging Software: MS Remote Installation Server (RIS), Microsoft Deployment Toolkit (MDT), Altiris 5
Mobile Devices: Android, iPhone, Blackberry (to include BES 4 & BES 5)
Ticketing software: HEAT, FootPrints, Parature, Track-It!
Remote Support software: JoinMe, GoToAssist, LogMeIn, UltraVNC
System Monitoring: What’s Up Gold, EventLog Analyzer, Defense Center, Splunk
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