Customer Service Active Directory

Jody Arms

Mundelein, IL *****

Cell: 847-***-**** e-mail: ********@*******.***

w ww.linkedin.com/in/jodyarms/

Highly motivated and enthusiastic IT Professional with extensive experience in

Customer service. Easily adaptable to change with an eagerness toward learning and expanding

capabilities. Demonstrated strong work ethic and passion for making results happen. Key

strengths in the areas of: Desktop Support includes installation and troubleshooting of PC

hardware, operating systems and software applications. Areas of expertise include:

Exchange server 2007 Enterprise Service Management Active Directory 3.0 Cisco

VPN version 6 Citrix Citrix Delivery Console versions 3.0 version 6

Microsoft Office 03 - 10 Microsoft Windows 95 – Windows 7 Apple – Mac

BlackBerry Bes Server 5.0 CMC Citrix Xen App Gotoassist Track IT

Team Viewer 3.x – 7.x ServiceNow Mobile Devices – Apple and Android Problem

solving Communication Skills

CAREER EXPERIENCE

Spectraforce North Chicago, IL

Abbvie Applications Support – (Contract) 1/15 – Present

Applications support for Salesforce – Veeva / iRep

• Provide Technical support to Sales Representatives by telephone or email.

MTM Technologies Arlington Heights, IL

IT Support Analyst 9/13 – 05/14

• Responsible for assisting the Technical Account Manager with managed service accounts

within MTM Technologies by providing administrative, engineering, desktop level support,

training and consultation.

• Supported two clients of MTM Technologies, traveled to each location on a weekly basis;

Chicago, IL & Milwaukee, WI. When not at client site, worked remotely from MTM Office.

• Routinely interacted and responded promptly to end user requests and inquiries via

telephone, email, and in-person. Use of remote control software GotoAssist.

• Documented problems and performed trouble ticket tracking in Alert and Salesforce,

escalation, resolution, documentation and follow-up.

• Establish computing environment for new users through active directory, including network

email accounts through MS exchange 2007. Setting-up Lenovo laptops, Lenovo and Dell

desktops with Microsoft Windows 7 Enterprise image and application installation, Citrix,

MS Office 2010, Cisco VPN, setup users Outlook emails accounts and proprietary

software.

• Work with end users and helpdesk staff to prioritize service requests. Repair desktops,

laptops when necessary and performed PC troubleshooting.

• Worked with Lenovo Vendor on repair and warranty repairs.

• Worked with printer providers on repairs of Network and Desktop printers.

• Traveled to Gary, IN to setup and install new network equipment for an elementary

School.

JODY ARMS Page 2

GTC Systems Waukegan IL

IT Support (Contract) 8/13 – 8/13

CareFusion – Office Relocation

• Break down PC equipment and rebuilt in new location.

• Setup network printers (Ricoh) and train employees on how to use the printers, logging in,

printing and scanning documents to their drive.

• Reassemble PCs, connect them to the network and set-up all Cisco phone systems.

• Documented problems and performed trouble ticket tracking in ServiceNow, escalation,

resolution, documentation and follow-up.

• Inventoried out dated, unused equipment and hardware; including desktops, laptops,

monitors, printers, fax machines, and copiers.

• Ensure end users have connectivity to the network and no pc related issues.

HealthCare-ID Buffalo Grove, IL

Technical Analyst 1/13 – 7/13

• Provide answers to customers through problem analysis and troubleshooting.

• Respond quickly and accurately to customers, in a professional manner.

• Work with technical staff to identify system bugs.

• Install software in production at customer site.

• Train customer technical staff on proper maintenance and troubleshooting techniques.

• Maintain system documentation.

• Integration and validating testing software releases.

• Apple – Mac Desktop Troubleshooting

• Tested Software on Android and Microsoft Handheld Devices

InVentiv Clinical Gurnee, IL

IT Support Analyst 10/10 – 01/13

• Responded to end user requests via telephone, email, and in-person. Used remote control

software Team viewer 7.

• Documented technical issues into Track IT ticket tracking. Escalated, resolved, and

followed-up.

• Application installation, Citrix, MS Office 2007- 2010, Cisco VPN, setup users Outlook

emails accounts and proprietary software.

• Set-up new users through active directory, exchange 2007 and workstations using

Microsoft Windows XP Pro and Windows 7 Enterprise.

• Work with end users and helpdesk staff to prioritize service requests. Repaired and

troubleshooting Dell desktop, Lenovo T4 series laptops when necessary.

• Worked with Lenovo Vendor on repair and warranty repairs.

• Worked with printer providers on repairs of Network and Desktop printers.

• Provide support to satellite offices, CT, NY, Baltimore, Dallas and three offices in the

Chicago land area.

• Traveled in 2012 to Buenos Aires, Argentina to perform a move and migration of offices.

JODY ARMS Page 3

Apex Systems Inc. Libertyville, IL

Advocate Condell Medical Center 6/09 – 6/10

Help Desk Support

• Assist internal users by providing guidance, investigating questions, and troubleshooting

issues for desktop software and hardware, McKesson applications, network connectivity,

and related issues.

• Routinely interact and respond promptly to end user requests and inquiries via telephone,

and email. Use of remote control software (LANDesk).

• Document reported problems and perform trouble ticket tracking Magic (SDE), escalation,

resolution, documentation and follow-up.

MullinTBG, Inc. Deerfield, IL

IT Support Specialist 08/07 to 02/09

• Used remote control software Dame Ware and Teamviewer to respond to end user requests.

• Documented technical issues into ticket tracking. Resolved, escalated and followed-up.

Designated lead to produce reports and create on-call help desk calendar for IT Dept.

1.

Set-up new users through active directory, exchange and workstations using Windows XP

2.

Pro and application installation (using Symantec Ghost).

Set-up new users email accounts and workstations with

3.

Research prices, purchases hardware and software. Processes invoices, creates

4.

purchase orders, and documents ordering and receipt of items in QuickBooks 2009.

Document computer inventory, including workstations, printers and peripherals.

5.

Provide support to satellite offices, NY, Baltimore, Massachusetts, Dallas and Los Angeles.

6.

PROFESSIONAL TRAINING HISTORY

Microtrain, Lombard, IL 5/07

Completed courses in Comptia A+, Network+, CCNA

MTM Technologies

Completed class in CCA

PUBL ICAT IONS/AWARDS/PRESENTAT ION

1. Obtained Focus award for helping Senior Vice President of Global Strategic Services.

2. Obtained Focus award for ending my vacation early time to come back to perform an

office move.

Performed 5 offices moves in 2012.

3.

Performed 300 employee office move in 2013.

4.

Traveled to Baltimore, MD to perform office inventory.

5.

Trained New IT Employees on network applications.

6.

Covered other offices in absence of IT.

7.

Completed a office migration for one of my offices in Chicago land area.

8.

Recognized by Management for going to Baltimore office and setting up network.

1.

1. Recognized by College of Lake County Dean for being on Deans List Consecutively.

EDUCATION

College of Lake County, Grayslake IL

30 Credit hours towards an Associate in Business Management and Information Technology.

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