ANDRE JONES
CALUMET CITY, ILLINOIS 60409
acgizf@r.postjobfree.com
WWW.LINKEDIN.COM/IN/JONESANDRE/
Professional Summary
. Help Desk...Customer Service...Technical Support...Network Support
. Systems support specialist with extensive help desk and tech support
experience, supporting more than 350 users on or offsite clients at
any one time.
. Primary responsibility of the Helpdesk Support Specialist is providing
hardware technical support to end users; installation of PCs,
printers and other peripherals as needed; perform hardware
diagnostics; coordinate repairs, liaison to vendors, and act as back
up to team members as needed.
. Provided full range of internet, email, work station as well as
desktop, and software support customers/clients.
. Possess excellent analytical, problem solving, both written and verbal
communication, interpersonal and computer skills and abilities.
Industries served include Financial Services, Telecommunications,
Manufacturing, Retail, Public Utilities, Government, and Consulting.
Graduate Robert Morris College.
Core Competencies:
Network systems security Server Backups
and Recovery
Data integrity and recovery Network systems
implementation
CERTIFICATION / TECHNICAL PROFICIENCIES
Certifications: CompTIA Network +
Platforms: Windows 95/98/2000/XP/Vista/7, Windows server 2003
Networking: TCP/IP, IPX/SPX, Ethernet, Token Ring, Fiber Optic
Tools: Lotus, SCCM, Active Directory
Professional Experience
Fox 32 Chicago
Desktop Support Analyst (August 2014 to September
2014)
. Maintained IT assets current active computers, servers and switches
inventory.
. Responsible for providing hardware technical support to Fox 32 end
users; installation of printers and other peripherals as needed.
. Configuration of new HP laptops such as asset inventory, memory
installs, etc.
. Performed smartphones and tablet support as needed.
. Performs other duties as assigned by IT management.
Coyote Logistics (June 2014 to July 2014)
Helpdesk/Desktop Support
. Responsible for the prompt resolution of all issues assigned and
notifies the Senior Networking staff of non-routine problems and
issues.
. Worked with Systems and Application Support teams to assist with
application issues when necessary.
. Participated in special project works with other department groups.
. Relocation of several departmental equipment to various different
locations within the company building.
. Ability to effectively react and respond to changing situations
including the ability to multitask, prioritize, and meet deadlines
consistently for several initiatives.
. Documented support related issues and common tasks performed by local
staff and create step by step procedures.
. Performs other duties as assigned by IT management.
Combined Insurance Company (January 2014 to May 2014)
Asset Management/Desk Side Support
. Migrate systems to Windows 7 Gold Image as documented in a
consistent manner.
. Ensure that the imaging, application installations, user state
migrations are successful.
. Demonstrates world class customer service skills to all users.
. Following all escalation procedures for remediation activities.
. This position is required at all corporate and remote locations
in the US and Canada.
. Load software and peripherals that are needed and not installed
with the migration.
. Report all issues and daily statistics to Team Lead or Project
Coordinator.
Spot Migration (Internship) January 2014 to February
2014
Remote Support - Desktop Support
. Provide remote technical support clients
. Unrack all servers and all other server equipment etc.,
"switches, routers, hubs, wireless access points, Fiber Optic
units and UPS power supplies."
. Install new racks and server equipment in new locations were
needed.
First Nonprofit Insurance Company January 2013 to
March 2013
Helpdesk Desktop Support Specialist
. Provide hardware technical support to users in person or via phone, e-
mail or on location.
. Maintain equipment inventory for FNIC property (PCs, printers, PDA's
cell phones and other equipment).
. Coordinate hardware/peripheral repairs with users and vendors if
needed.
. Create and maintain a listing of all external MIS vendors and
contracts and expirations.
. Set-up and installation, including, but not limited to,
software/hardware, peripherals, printing, testing and ensuring all
required functionality for the end-user.
. Maintain inventory of IS supplies (toner, parts, etc).
. Smartphones and tablet support as needed.
. Perform hardware diagnostics on PCs, printers and other equipment;
troubleshooting, maintenance and repair where practical.
. Remain current with technology changes and continually review these
against the processes and practices at FNIC, for improvements and
increased productivity while managing expense.
. Responsibility for providing hardware technical support to FNP end
users; installation of PCs, printers and other peripherals as needed;
perform hardware diagnostics; coordinate repairs, liaison to vendors,
and act as back up to team members.
. Windows XP/7, Spice Works Open Ticket 6.2, Policy Administrator, Image
Right Desktop, Citrix Server Desktop, MS Office 2010, Goldmine, Cisco
Any Connect VPN Client, Tight VNC Viewer, Symantec Endpoint
Protection, Live Office Client login Exchange Admin Console, Live
Office Hosted Exchange 2007, Remote Desktop, Active Directory, etc.
Mr. Quick Towing and Roadside Assistance March 2012 to January 2013
March 2013 to December 2013
Tow truck driver / Operator
. Operation of tow truck equipment.
. Transportation for vehicles from location to location.
. Provided roadside assistance operations where needed.
. On call services.
PNC BANK February 2011 to February 2012
Configuration Technician II / Refresh Technician
. Reimage of new Dell Optiplex desktop computers and Dell
Latitude series laptops.
. Installation of additional customer client applications, Lotus
Notes, Citrix, VMWare, Cisco VPN Clients, etc.
. Deployment of desktops and laptops from several Chicagoland PNC
Bank locations.
. Removal of all information from old computers, ship out old
equipment with pre-paid FEDEX labels as provided.
. Updated all work via application tool called OTIS@PNC &
CLEARVISION WEB PORTAL.
WTTW Channel 11 July 2000 to June
2010
Helpdesk/Customer Service Support/Desktop Support Specialist II
. Logged and tracked customer service calls, remapping network drives,
phone fix supporting Microsoft Windows 98/NT/2000/XP Operating
Systems, installation of software packages such as Track-It! 6.0/7.0
GroupWise 5.5, Novell Client 4.0, ARCserve7 Manager, Compaq Insight
Manager, Microsoft Outlook, Microsoft Office 97/2000/2003,
WordPerfect Office 2000/2002, Rbase, Kaspersky, McAfee asap Virus
Shield on PC Workstations, Protractv6.04, PBS Express, Wincue/QSeries
Client, HP JetAdmin, etc.
. Supported up to 320 - 350 users on the network and participate in
several workstation setups and relocations/deployments as well as
printers within the networking environment.
Education and Certification
MicroTrain Technologies - Chicago, IL 11/2013 -
01/2014
Major: Microsoft Certification Information Technology Specialist
Robert Morris College - Chicago, IL
Major: Micro Computer Systems Specialist 1987 - 1988
Harold Washington College - Chicago, IL
Major: Data Entry and Operations 1982 - 1984