Customer Service Microsoft Office

Tracy Johnson

**** ***** **. **** ** Blue Island, ILL. 60406

Cell 708-***-**** / Hm. 708-***-****

************.****@*****.***

Summary

Technical Support Representative skilled at resolving complex customer service issues in a timely manner.

Analytical thinker adept at resolving complex network issues. Critical thinker who addresses customer support issues and who quickly exceeds performance standards.

Highlights

DHCP, DNS, Ethernet, LAN aptitude, Windows 7, Windows 8, MS Office proficient. Lotus Notes proficient.

Apple OS X, iPhone, iPad, MacBook Pro.

Android, Phones, & Tablets. PC – Imaging

Active Directory, Server 2008, Exchange Server, Server 2012, and WDS = Windows Deployment Services.

ESX VMWare, Hyper V.

SCCM

Office 365

Experience

Support Analyst Level III

February 2015 to Present

ICC / International Code Council

Image new PC’s using WDS = Windows Deployment Services Microsoft Server 2012.

Built and Capture Images.

PC hardware & software configuration. Along with LAN connectivity.

Remote Support using Kaseya.

Remedy incident tracking software.

Desktop / LAN support.

IT Analyst Level III

February 2013 to August 2014

Land O’ Frost

Acronis Workstation backup for entire Land O’ Frost Domain.

Responsible for Server Tape Backups.

Installed WSUS - windows server update services.

Build new Desktops & Laptops with company standard image.

Setup MAC Book Pros, iPads, iPhones & Android devices on Windows Domain.

Setup Exchange Server settings on IOS devices & Android devices.

IT Procurement company wide.

Handle all day-to-day IT related issues.

Setup AS400 session from the Mainframe.

Direct IP Printing.

Desktop Analyst Level II

August 2012 to December 2012

Allianz Corporate Global & Specialty

Support 259 users in the Chicago Office and 1,700 users nationally. Dame Ware for remote support and LOGMEIN a third party application for VPN users.

Image Dell & Lenovo laptops and desktops using Acronis via USB stick.

Windows 7 OS with MS Office 2010 & Lotus Notes 8.5.3 with IE8 and Service Now as the ticket tracking software.

Install & configure Lotus Notes 8.5.3, Sametime as well as troubleshooting.

Install, configure & troubleshoot Cisco VPN.

Blackberry support along with Apple’s iPhone 4S and 5. Also iPad 2 and 3. With IOS 5 & 6.

Network Printing along with Direct IP printing.

Reset Passwords and unlock user accounts in Active Directory.

Set-up new user’s workstations. Install, configure, & troubleshoot proprietary software applications.

Desktop Technician Level II

April 2012 to August 2012

General Growth Properties

Support 800 users in a Windows 64bit environment.

Support Microsoft Office 2010 & Set-up and configure Office 2010.

Also set-up & configure Office 365.

Set-up User accounts in Active Directory, reset passwords, move PC’s to different OU’s (organizational units)

Set-up & image new PC’s, rename, add to Domain, & Deploy to workstation.

Set-up Verizon & AT&T air cards.

Troubleshoot hardware & software related issues.

Blackberry support along with Apple’s iPhone 4 & 4S. Also iPad 1 &2 with IOS 5.

Desktop/LAN Technician/LEAD Technician

August 2011 to January 2012

Prudential Financial

Managed 3 Offices in Downtown Chicago and in Lisle.

Installed, configured, and trouble shoot Lotus Notes 8.5 & Sametime. Remotely and desk side.

Built new PC’s (Dell desktops & Lenovo notebooks) with firm’s image via Server or Flash Drive.

Tracked ticket incidents with Remedy.

Activated new Blackberries on BES (Blackberry Enterprise Server).

Installed new Network printers, and local printers.

Completely managed Windows 7 rollout.

Assisted in local and Network Procurement for devices.

Day to day software and hardware troubleshooting.

Desktop Technician

March 2009 to May 2011

NewEdge USA, LLC

Install and configure Lotus Notes Client, Oracle 10g, and AS400 Sessions.

Set up user accounts in Active Directory gives users VPN access, add new PC’s to their prospective Domains.

Create new accounts on the Blackberry Enterprise Server (BES) set policy to these accounts.

Give users Admin & Power User Rights to their PC.

Map users to Network Share Drives, Network Printers via the Print Server or TCP-IP.

Install and configure various proprietary software packages for the Firm.

Create, close or route tickets to the appropriate group (i.e. Systems or Networks)

Perform process Mapping with Oracle10g.

Desktop/LAN Technician

October 2007 to March 2009

Navistar

Supported 1,700 end users in Windows XP environment.

Configured Blackberry devices for BES (blackberry enterprise server) to enabled users to Sync with Outlook wirelessly.

Replaced motherboards, CPU’s, RAM, hard drives, and screens on all Dell Latitude Notebook PC’s.

Loaded company’s image from Server. Ghost end user’s hard drive and copy to Network.

Rebuilt users Network profile. Rebuild user’s Outlook profile.

Set-up users for VPN (virtual private network) connectivity.

Checked users for Network connectivity.

Ordered parts for Dell Latitude Laptops.

Mapped users to Network printers, installed docking stations.

Loaded proprietary software from Server remotely.

Performed trouble shooting for connectivity issues remotely using Remotely Anywhere.

Used Active Directory to give users Admin Rights.

Used SMS (system management server) to push standard desktop changes to the Network.

Desktop Technician

December 2006 to September 2007

City of Chicago

Supported 3000 end users in a Windows XP environment.

Installed and configured Lotus Notes 6.1.2, GroupWise, Microsoft Office 2003, and Internet Explorer version.

Installed Network, and stand-alone HP printers.

Imaged new HP laptops, Tested for Wireless Network Connectivity.

Telnet into CAD (computer aided dispatcher) Consoles to configure Node with UNIX.

Monitored SNMP (simple network management protocol) for down Nodes on the Network.

Used Remedy as incident tracking software. Resolutions to be very detailed.

Changed 3mm UNIX Back-up Tapes daily. And then document the event and send a page to Management.

Used SMS to Reboot Network Nodes Remotely.

Utilized Lotus Notes as Knowledge Base.

On-call 24/7

Technical Production Analyst II / Primary Queue Person / Team Lead

December 2004 to September 2006

J.P. Morgan & Chase

Supervised 7 Team members in Connectivity Services.

Supported 2700 end users in a Windows 2000 environment.

Monitored Network File Transmissions.

Set up Clients’ File Transmissions via HTTP.

Monitored UNIX Shell Scripts.

Kill and Start Inbound & Outbound UNIX Shell Scripts.

Monitored AS400 Batch File Transmissions.

Answered incoming calls regarding transmission delivery, created and escalated tickets using Peregrine tracking software.

Education

Richard J. Daley College - Chicago, ILL. U.S.

Studied CCNA Parts 1-4 Internetworking

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