Desktop Support Level 2

Objective:

To obtain a technically challenging leadership position that will

utilize my proven technical skills and experience. Ideal position

will provide an opportunity to learn new skills while contributing to

your organization's growth and profitability.

Summary:

An information solutions specialist with 10+ years' experience in

delivering technical solutions to a diverse and sizable environment

while maintaining the highest level of customer-focused quality.

Technical Skill:

Hardware (implemented/supported): Expert knowledge with all IBM

compatible workstation hardware * PDA's (Palm Pilot III-Vx,) *Compaq

Deskpro EN's * Toshiba laptops * Dell laptops and late model desktops

* full range of printers including HP laser and deskjets, Tektronix *

fax machines * linksys routers * Virtual Private Networking, * Windows

NT 4.0 Workstation * iPads * iPhones * Samsung Galaxy S4/S5

Programs: MS Office 97/2000/2010/365 * Altiris Express * Lotus

SmartSuite including Notes R6/R8 * * Unicenter Service Desk/Remedy *

Outlook Express * Exchange/Outlook 2010 * McAfee VirusScan Enterprise

* PCAnywhere * IE 6/8 * Oracle Client * Active Directory * Citrix

Operating systems/Platforms/Applications: Expertise with Windows

95/98SE * Altiris Express * Virtual Private Networking * Extensive

experience with Windows NT 4.0 Workstation/Server * Windows 2000

Professional * Windows XP * Windows 7/8

Work Experience:

01/08-06/14 Abbott Laboratories, Abbott Park, Illinois

* Workstation Support Technician (on campus and remote support)

> Exchange/Outlook Support and Active Directory support

> Troubleshoot software, hardware and connectivity issues

remotely

> Build, upgrade, deploy, test, maintain, troubleshoot and

repair computer equipment/peripherals including desktops,

laptops and printers

> Familiar with encryption and security tools and triaging

within this environment

> Assist customers in gaining access to various systems and

servers

> Install, upgrade, deploy, test, maintain and troubleshoot

software applications and operating systems

> Provide support for remote employees using Citrix

environments

> Work closely with team to resolve or properly close aging

tickets

> Manage the individual and ticket queue for the team

> Upgrade customers from Windows XP to Windows 7

> Ensure the highest level of customer satisfaction

11/04 - 01/08 Tap Pharmaceuticals, Lake Forest, Illinois

* TAP Pharmaceutical Products Inc. (QTS Validation Analyst)

> Responsible for providing the best customer service to all

QTS clients and creating and reviewing validation

deliverables according to project timelines and commitments

> Update compliance inventory spreadsheet and compile

quarterly system recertification reports to senior

management

> Create infrastructure change request and route for

signatures in a timely manner to implement Microsoft

security updates

> Coordinate and present weekly Information Management

Council meetings

* TAP Pharmaceutical Products Inc. (Workstation Support

Technician)

> Responsible for assisting all on campus personnel with the

installation, configuration and ongoing usability of

desktop computers, peripheral equipment and software within

established standards and guidelines

> Work with vendor support contacts to resolve technical

problems with desktop computing equipment and software

> Work with helpdesk and network operations staff as

appropriate to determine and resolve problems received from

clients

> Interact with numerous computer platforms in a multi-layer

client server environment

> Ensure desktop computers interconnect seamlessly with

diverse systems including associated validation systems,

file servers, email servers, computer conferencing systems,

application servers and administrative systems

> Train and orient staff on use of hardware and software

> Work with procurement staff to purchase hardware and

software

> Assess functional needs to determine specifications for

purchases

> Perform with little supervision and requires initiative and

judgment

Manpower Technical, Gurnee, Illinois

IT Consultant 1995-2004

10/02 - 11/04

* TAP Pharmaceutical Products Inc. (Help Desk Analyst)

> Responsible for answering and providing technical support

on calls coming into the MIS Client Care Center within the

established standards

> Accurately prioritize, categorize and log calls into

Unicenter Service Desk call tracking system

> Provided good customer service

> Reset network passwords, resolve print queue problems

> Completed crisis escalation and transfer calls to other

support groups as appropriate and assisted in other

projects as needed

> Performed HP printer installs, setup VPN access for remote

users and resolved modem connection issues

> Troubleshoot Lotus Notes R5/R6 issues

> Created daily call statistic reports and assisted in

training new contractors

07/95 - 12/01

* Abbott Laboratories/PPD Division (Validation Analyst)

> Responsible for setting up test environment with test data

> Executed test cases to validate systems in accordance with

FDA regulations

> Supervised execution of test cases

> Diagnosed, analyzed, interpreted and reconciled test cases,

data and coding discrepancies encountered during test

execution

> Edited and revised test cases based upon errors diagnosed

during test execution

> Documented all test execution results for internal auditing

and FDA approval

> Utilized an in-house defect tracking application for

reporting defects and issues

> Communicated suggestions for improvement with the developer

of the defect tracking application that were later

implemented

Education:

Interested in pursuing B.S

Waukegan East High School - 1989 Diploma

Training:

Certified IT-Service Management - December 2006

Certified Field Support Technician - December 2006

Microsoft Certified Desktop Support Technician - December 2005

Certified Call Center Professional - May 2005

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