Software Support

Julie A. Allen

**** ********* ***** - *********, ** 60445

**********@*****.*** - 708-***-****

http://www.linkedin.com/pub/julie-a-allen/2/997/741

Hands-on technology specialist wishes to utilize extensive technical background. Adept at finding ways to

expedite processes and follow through to meet deadlines. Possesses the ability to learn new concepts quickly.

WORK EXPERIENCE

Help Desk Supervisor

Catalyst Schools - Chicago, IL - November 2014 to Present

Day to day triaging of help desk tickets to ensure timely response and proper resolution.

Phone and remote support to resolve issues with hardware, software or propriety software used by the school

employees. Resolve issues with Smart boards, projectors and laptops connectivity.

Supervision of three help desk associates to ensure that the daily tasks required are completed in a timely fashion

Work with the director to plan for future projects and budgeting for the next year

Weekly meetings with the principals at all of the schools to discuss issues that need attention and also upcoming

requests for technological changes

Consultant

Community Health Systems - Blue Island, IL - March 2014 to September 2014

Installation of all types of computer hardware and peripherals that is typical of a hospital or clinical environment.

Coordination with local hospital IT on implementation of applications utilizing SCCM and other repositories;

Configure hardware and client applications as requested

Configure, troubleshooting and support user and device sessions for AS400

Deployment of Single Sign-On solution and third party applications

Troubleshoot (LAN) connectivity, workstation and application issues to resolution.

Consultant

American Dental Association - Chicago, IL - November 2013 to February 2014

Phone/remote/hands on support for a large Dental organization by use of SCCM. Used proprietary ticketing

system. Softwares: Web based proprietary software, IE 8/10, MS Office 2007/10. Use of SCCM to push

software. Software and hardware troubleshooting.

Consultant

Arthur J. Gallagher - Itasca, IL - June 2013 to October 2013

Phone and remote support for global insurance company by use of LogMeIn. Use of BMC remedy ticketing

system. Softwares: Web based proprietary software, IE 8/10, MS Office 2007/10, Cisco Jabber. Use of SCCM

to push software or to do a remote session to user computer.

Consultant

Bank Of Tokyo-Mitsubishi - Chicago, IL - March 2013 to May 2013

Short term contract position involving supporting IBM and compatible PC's, LAN networking, printer support,

proprietary bank software support. Supported MS Office Suite 2010. End user support of Wyse terminals using

RSA token security. Worked with vendors for software licensing/tracking. Supported internal bank employees

for day to day issues. Liaison to New York branch for software updates/installations to user workstations.

Consultant

TransUnion - Chicago, IL - October 2012 to December 2012

Short term contract position involving installation of Dell 420 laptops. Softwares:, MS Office 2007/2010,

Unicenter help desk software, Symantec endpoint protection v11, Filezilla, SCCM for software deployment, .

End user support post installation. Asset management and software license tracking.

Consultant

Littelfuse - Chicago, IL - June 2011 to September 2012

Contract position involving installation and support of Dell E4x series laptops for technology refresh. End user

support post installation, weekly/monthly server CPM, phone and remote support of users. Asset management

and software license tracking. Softwares: MS Office 2007, Citrix, CA Unicenter ServicePlus Service Desk,

SAP, Symantec endpoint protection v11, Cisco Unified Desktop setup, Filezilla, moving from SMS to SCCM

for deployment, light support of MAC/parallels desktop. HP and Canon printer support.

Consultant

Panduit - Tinley Park, IL - April 2011 to June 2011

Short term contract position involving installation of Dell Precision T3500 Workstations, Dell Optiplex 780,

Lenovo ThinkPad T420 & T510 laptops. Softwares: ProFx, MS Office 2007, Citrix, Aspentech 2006.5, HEAT

help desk software, SAP Business Objects XI r2, Symantec endpoint protection v11, Cisco Unified WFO

Quality Management Recording and Desktop setup, Filezilla, ProSystem fx Tax/Engagement, SCCM for

deployment, CorpSystem Workpaper Manager. End user support post installation. Asset management and

software license tracking.

Consultant

Alexian Brothers - Arlington Heights, IL - August 2010 to March 2011

Assisted with large healthcare client migration from a Novell/GroupWise environment to a Microsoft /Exchange

Server environment involving laptop and desktop users in a corporate and hospital setting.

Installed Microsoft Office 2007 software and configure new mailbox for users following script as per client

specifications. Installed and tested all application updates to clients' hardware and resolved known issues as needed.

Incident management using FootPrints ticketing system to input additional user or research information for

effective resolution.

IT Support Lead

Accretive Health - Chicago, IL - February 2008 to February 2010

Provided Dell laptop support to end users in a Windows 2000/2003 Server environment.

Built Dell laptop computer systems with use of Symantec Ghost v10.

Assisted end users with Microsoft Office 2003/2007, Windows XP issues as well doing software installations

as required.

Field incoming service requests from end users via telephone, walk-up, email, remote access and implement

corrective solutions.

Documented all pertinent end user identification information and the nature of problem within Service Desk

ticketing system.

Prioritized and resolved problems using Dell diagnostic utilities to aid in troubleshooting.

Conducted computer research and/or diagnostics to investigate hardware/software issues.

Installed and performed repairs to hardware, software or peripheral equipment by following design or

specifications set by the manufacturer.

Tested all resolutions of issues and conferred with the end user(s) to ensure problem was

adequately resolved.

Supported proprietary web based applications that are used by the organization as well outside clients.

Supported and setup for Blackberry hand held devices within the organization.

Managed new user setup for Cisco Call Manager and Unity voicemail.

Consultant

Molex, Inc., - Lisle, IL - November 2006 to February 2008

Provided Dell desktop and laptop rollout to end users in a Windows 2000/2003 Server environment, to include

data transfer and support to user after new computer was in place.

Provided helpdesk support for large organizations via phone, face to face and also remotely.

Supported and contributed to a companywide rollout of Blackberry 7250 & 7350 within a large organization.

Troubleshot software & hardware issues in relation to Dell and Lenovo desktop and laptop computers.

IS Support Specialist

Smart & Associates, LLP - Chicago, IL - April 2005 to August 2006

Provided Dell desktop and laptop support to end users in a Windows 2000/2003 Server environment.

Built desktop and laptop computer systems with use of Symantec Ghost v7.5.

Assisted end users with Microsoft Office 2003, Outlook, Visio, Project and Windows XP issues as well doing

installations as required.

Installed and troubleshot problems with HP LaserJet 4250/4350/1320, Xerox Phaser 6350 as well as Kyocera

Mita 4050 multifunction printers.

Provided training for new employee orientation for our VPN, LAN and other company programs.

Created/maintained user accounts in Active Directory and E-mail accounts on the Exchange 2003 Server.

Analyzed issues of windows based applications on desktop and laptops as well their peripherals, such as

wireless cards and home router configurations.

Used Track-IT as our call ticketing system to resolve issues as well as documenting solutions in a

knowledgebase. Provided troubleshooting to Dell PowerEdge servers as well as replacing faulty hardware.

Supported Blackberry 7250 and 7350 devices within our organization.

Experienced with Barracuda spam firewall interface and McAfee VirusScan Enterprise v8.0i

Basic experience with office phone system punch downs and troubleshooting.

Desktop Analyst

MTL Insurance Company - Oak Brook, IL - March 1999 to April 2005

Provided desktop and laptop support (Windows 2000/XP) to end users in a Windows 2000/2003

Server environment. Troubleshot problems with HP series printers.

Provided training on installed systems and software programs to new and existing employees.

Created/maintained user accounts in Active Directory and E-mail accounts on the Exchange 2000 Server.

Built computer systems with the use of Symantec Ghost 7.0 Enterprise Edition.

Coordinated Disaster Recovery (DR) plans for the workstation and mainframe computers.

Contractor

TekSystems - Oak Brook, IL - October 1997 to February 1999

Contracted with Armour Swift-Eckrich to provide on-site and telephone end user support.

Performed various software installs and configurations, also custom computer builds using Drive Image

software in a diverse Dell desktop and laptop environment.

Administered Lotus Notes R5 setup for new users and resolved technical issues.

Troubleshot HP printers for hardware and mechanical issues.

Assisted with many projects involving computer and software rollouts.

EDUCATION

Bachelor of Science in Technical Management

DeVry University - Addison, IL

June 2006

Associate of Applied Science in Computer Systems Specialist

Robert Morris College - Chicago, IL

July 1995

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