Technical Support Analyst

Heidi L. Wilkans

*** ******* ****** *** **

Lockport Il 60441

(630) 301 - 4814

Summary of Qualifications

IT Manager experienced working in a fast-paced environment demanding strong organizational, technical, and interpersonal skills. Confident and poised in interactions with individuals at all levels of organization as well as detail-oriented and resourceful in completing projects on time. Seeking a position where I can contribute superior project operations management skills and experience.

Experience

Sr. Support Analyst Lutheran Social Services of Illinois, Des Plaines, IL 2009 - Current

Provide level one and two support for complex usage questions and technical problems, via phone or end user workstations.

Grant security access to corporate networks and applications.

Configure cost effective and standard desktop hard ware and software orders.

Install, configure, test and troubleshoot personal computers systems, following established standard sets by the State of Illinois.

Remote support using VPN, VNC and RDP.

Utilize magic ticket tracker.

Coordinate work of vendors, service providers and contractors.

Perform physical moves, installs and removal of hard ware.

Plan for moves, installs and fixes to make effective use time and reduce the disruption to the end user, including off hours installations

Maintain high proficiency in operating system, networking systems and application systems.

Lead IT Customer Support Specialist, System Sensor, St. Charles, IL 2007 - 2009

Production support.

Network Administrator.

Trainer.

United Parcel Service, Addison, IL

Northern Illinois Global Scanning Project Coordinator Operations Excellence 2001-2007

Northern Illinois Technical Support Operations 1999-2001

Northern Illinois Technical Call Center Technician 1998-1999

Center Operations Management Specialist Supervisor 1997-1998

Internal Package Level Detail Supervisor 1995-1997

Current Qualifications:

Provide desktop and applications support including installing pc’s, laptops, printers, peripherals, scanners, copiers, and office automation software;

Diagnose and correct desktop application problems, configure laptops and desktops for Desktop pc’s including on-site troubleshooting of all hardware and software problems.

Knowledge of network administration functions including the maintenance of network functionality and the installation, upgrade, configuration, integration and troubleshooting of network software and network devices; internet support; fine-tune hardware and software to optimize network performance and functionality; administer the firewall; filters, and administer network security.

Manage IT needs for a 75 person company remotely while supporting a large organization of 500 + people locally.

Vast knowledge of laptop connectivity related to networking, RAS, VPN.

Organize IT assets, responsible for managing physical inventory reconciliation, IT disposal process, and software maintenance.

Reporting to the CEO of Honeywell and the director of system sensor – Honeywell IT, responsible for all computer and telephony systems for this $100 million life system company at corporate headquarters as well as at one other remote location.

10 years’ experience in Win9x, WinNT, Win XP, Win7 and Win8.1 installation and administration.

Evaluate the current system, monitor trends and development in computing, networking and multi-platform communication technologies.

Evaluate new operating systems and network software, hardware, methods and techniques to improve systems/network reliability and performance.

Knowledge on configuration and troubleshooting of NIC, modem and printer.

Maintain customer service excellence. Brought service satisfaction poll from 58% to 93% satisfaction which has held at current date.

Created and manage standard desktop images for employees based on job function reducing the time required to install appropriate software on a new PC by copying the appropriate image to a new computer’s hard drive instead of loading individual software applications.

Previous:

Perform state wide training too all operation supervisors and managers for Microsoft Office products as well as several other software packages. Eliminating the need to send users to outside training and providing a means of easily tracking employee progress to the established training requirements.

Installed, tested and implemented the newest wireless scanning software; The Global Scanning System.

Gathered all pertinent information to create reports for presentation on department objectives to management at monthly measurement meetings.

Facilitate improvement in hub’s origin scans from 41% to 98% scan frequency.

Maintain data integrity.

Implemented training

4 – 5 years Project Management.

Create and execute disaster recovery master operating plans.

Installation and support of software.

Installation and support of hardware, peripheral equipment.

Troubleshoot technical issues externally over the phone connecting remotely.

Education

BS, Management - National Louis University, Lisle, IL.

UPS Training Courses. Addison, IL Hub Supervisor training school.

A+ Certification Courses

Awards

Employee of the year. UPS - 2004

10 years of quality excellence job performance – UPS - 2005

Bravo Business Award - Honeywell.

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