Support Software

Eric D. McRoberts

Chicago, IL

312-***-**** cell

*********@*****.*** http://www.linkedin.com/in/ericmcroberts

Professional Summary

Information Technology Professional with over 15 years of supporting and

interacting with all levels of employees with specialization towards

executive management. Responsible for 1st to 3rd Level daily Desktop and

Helpdesk Support of 90 to 4000+ users in corporate environments, with 100+

remote locations.

Extensive support skills on networks, hardware and software with

specialized support and migration in Windows 7 & 8 Vista/XP/2000/NT/98/95,

Apple Products, Active Directory, VPN, Lotus Notes/Domino, Outlook/Exchange

and Microsoft Office Suite. Knowledgeable in AS400, JD Edwards, Peoplesoft,

Citrix, Access Database, Novell, Unix, and Imaging. Utilized SCCM, Active

Directory, SMS, PC Anywhere & Remedy and Heat tracking software. Assisted

in Windows Roll-outs and migrations. Server, desktop, and laptop builds.

Support of iPhone, Android, Blackberry, and PDA devices.

Certifications

. Microsoft MCSE

. CompTIA A+

Professional Experience

Independent Contractor (Recently at MF&T, Beam Suntory, McDonald's,

Chamberlain, Kellogg, & Comcast SportsNet)

Technical Support March 2010 -

Present

Chicago, IL

. All positions in this timeframe were C-Level Support along with daily

duties

. Daily use and updating of Remedy Tracking Software

. Created and maintained SCCM packages, collections, advertisements,

queries, reports and software

. Packaged proprietary business applications and off-the-shelf software

for deployment and installation on desktop and laptop systems.

. Planned and executed system acceptance of new application packages or

existing application upgrade packages.

. Application compatibility testing and application deployment

development and management.

. Maintained documentation e.g. for installing business applications,

market data products and off-the-shelf software.

. Created and updated technical documents as needed

. Provided training and mentoring to other team members

. Teamed closely with SCCM group, product testers, application owners,

and other technology management groups.

. Reviewed, analyzed, and evaluated end user IT equipment, providing

technical direction to users and recommendations on improved

utilization.

. Level / Tier 3 Support

. System Analyst, Hardware and Software Support

. Analyzed client networks and hardware to recommend appropriate

upgrades

. Upgraded software to run optimally on properly configured hardware

. Addressed connectivity issues to networks and internet

. Supported 2500+ local and remote users to include PC, iPhone, Android,

and Blackberry devices

. Daily interactions with top Executives

. Migrated users from XP to Windows 7

. Lotus Notes support, configuration, and upgrade (versions 7 and 8.5)

. Microsoft Exchange support and configuration

. Initiated user migration from legacy Office versions to Office 2010 &

Office 365

. Utilized BitLocker to encrypt and protect data on internal drives,

external Lacie drives, and USB drives

. Dameware remote access and Remote Desktop (SMS)

. Utilized SCCM daily as a tool to manage user hardware and software as

well as maintain active inventory on domain

. Used SCCM to deploy and advertise packaged software and files

. Administered use of Windows USMT to safely migrate user accounts,

operating systems and application settings

. HP Service Manager Tracking, Assyst Ticketing System

. Utilized Microsoft ImageX to build images for deployment via PXE or

hard drive

. Managed user community via Active Directory (group policy, add/delete,

resets, permissions)

Chrislor Investments May 2005 - March 2010

Technical Support Chicago, IL

. Purchasing, Procurement, and Management

. Installed and maintained all computer hardware and software

. Managed LAN and user accounts

. Used SCCM to maintain daily user use and deploy software and updates

. Migrated and supported Windows 7, Vista, Office 2003, and Office2007

. Blackberry, iPhone, and PDA support

. Administrator for company phone system

. Supported in-office and remote users (PC Anywhere)

. Responsible for inventory, purchasing of computer and office supplies

. Maintained all vendor relationships

. Trained on and facilitated real estate transactions

BP AMOCO March 2004 - April 2005

Windows XP Migration/Training & Support National Locations

. Daily handling and training of installations, troubleshooting and

general inquiries

. Migration of Outlook e-mail for over 1500 local and remote users

. Supported several regional and international locations

. Interaction with executive level to daily support personnel

. Supported desktop and laptop users

. Maintained supervisory responsibility as a team leader

. Led group and one-on-one training sessions for newly migrated users

. Created documentation and training for newly implemented equipment

. Conferred with and problem solved with executives and consultant leads

on daily issues

. Utilized Oracle iProcurement as a requisition tool to streamline

purchasing and inventory

. Maintained asset tracking for Dell and HP equipment

. Responsible for vendor relations

Equity Office Properties Feb. 2001 - Aug. 2003

Applications Support Specialist Chicago, IL

. Responsible for Second Level support to both the Home Office and Field

users.

. Address escalated Technology Resource Center (Helpdesk) Heat tickets

and research, resolve, follow-up and document client problems in a

timely manner. Tickets include all aspects of application software.

. Escalated tickets that are not able to be resolved to the Senior

Application Support Specialist for direction.

. Timely communication and follow-up with clients on the status of their

unclosed tickets.

. Assisted with normal operations, including processing assigned

integrity reports and monthly close processes.

. Utilized Active Directory to manage resources, services and user

accounts

. Assisted Senior Application Support Specialist with special projects

and problem solving as needed.

. Responsible for creating and maintaining EOP reports and databases.

. Configured, supported and upgraded Microsoft Outlook

. Responsible for setting up new JDE Corporate and Field users.

. Ensured that problems and procedures are documented in the Application

Support database.

. Responsible for creating and maintaining certain Access databases.

. Organized agenda and minutes for weekly department meetings.

Urban Retail Properties May 1999 - Feb.

2001

Help Desk III/Quality Assurance and Training Specialist Chicago, IL

. Supported 2000+ users in corporate environment, remote locations and

field

. Maintained quality assurance on all laptops and desktop units

. Configured newly purchased systems before being issued to user

community

. Handled all proposals and purchase orders for all new equipment for

field, corporate and internal IS use

. Maintained and supported UPS shipping application

. Installed and configured hardware and software to new and existing PCs

. Supervised distribution of equipment to local, regional, and national

locations

. Researched and recommend adequate hardware, software and various

peripherals

. Provided desktop support to corporate users

. Provided Help Desk phone support to remote users

. Utilized Active Directory to manage resources, services and user

accounts

. Configured, supported and upgraded Lotus Notes, Windows 95/98/NT,

Office 2000, SSLE, CTI, GWI Help Desk Tracking software and Urban

Retail company intranet

Focal Communications March 1999 - May 1999

Help Desk Support (Contract) Chicago, IL

. Responsible for 100 percent phone support

. Located at corporate headquarters, provided support for 859 employees

at 1 7 U.S. locations

. Setup and supported dial-in networking for executives, sales force and

field technicians

. Handled walk-through on downloading and installing software upgrades

off the LAN

. Monitored network and printer connectivity

. Supported in-house call tracking system

. Worked with Windows NT on desktops and Windows 98 on laptops, Lotus

Notes, Citrix/Shiva, print servers and telnetting

. Supported 2 in-house billing and database applications and Great

Plains accounting software

Insurance Auto Auctions January 1999 - March

1999

Help Desk Support (Contract) Schaumburg, IL

. Responsible for 90 percent phone support

. Provided helpdesk support for 1200 employees at 49 locations and

desktop support for 70 employees at corporate headquarters

. Utilized ESP problem tracking software and Remedy problem tracking

software to log, track and solve all inquiries.

. (Remote Administration) Utilized System Management Server to access

networked computers to assist in correcting more difficult problems.

Setup Dial-up Networking for remote home users

. (Hardware) Worked onsite with users that had PC/printer/connectivity

using wiring/hubs/routers and NIC

. (Software) Determined problems on in-house software that was used

. (Maintenance) Upgraded, fixed, re-configured, imaged and administered

all terminals that had problems with them

. (Connectivity issues) Monitored connections between branches, making

sure user connectivity was established with proper services installed

on the computer.

. Worked with SMS, Windows 95/98/NT, Ethernet, NIC, Domains, Print

servers and Tel-netting to routers

. Maintained ESPS proprietary software: added and updated users,

monitored print manager and task queues, reset logins and remote term

servers/terminals

. Reset passwords for users, created user groups, worked with Windows/NT

domains

. Monitored servers, routers and hubs via proprietary software and Unix

A. J. Antunes Dec. 1998 - Jan. 1999

Desktop Support (Contract) Carol Stream, IL

. Provided desktop/network support for Windows 95/98/NT as well as

hardware/software support. Worked closely with end users to provide

support and maintenance.

. Responsibilities included installation, troubleshooting and

configuration of PC software/hardware and networking services.

. Performed help desk functions resolving system and application

troubles.

. Maintained file archiving/tape backup.

State of Illinois October 1998 -

December 1998

Site Manager (Contract) Springfield, IL

. Created Site Preparation Requirement Reports to design infrastructure

and approve the implementation of server rooms and wiring closets for

all governmental agency branches statewide.

Voicestream Wireless July 1998 - Oct. 1998

Desktop Support (Contract) Schaumburg, IL

. Instrumental in rollout process of Start-up Company. Provide

desktop/network support for Windows 95/98/NT as well as

hardware/software support. Work closely with end users to provide

support and maintenance

. Responsibilities include installation, troubleshooting and

configuration of PC software/hardware and networking services. Monitor

local 'RAS"ing in for offsite connectivity

. Responsible for downloading/creating and cloning images to be put in

desktops, laptops and on the server. Assist in physical laying of

network cabling and hardware throughout office suite and warehouse for

200+ users.

. Performed help desk functions resolving system and application

troubles

. Maintained file archiving/tape backup

. Monitored and updated software licensing agreements

Education/Military

Florida A&M University, Tallahassee, FL

. College of Arts and Sciences: Major in Political Science & Minor in

Public Relations

Naval Technical Training Center, Meridian, MS

. School of Administrative Training: Designation Yeoman

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