Technical Support Desktop

Lydell Mitchell

***** ***** ****** *******, ******** 60643

*********@*****.*** 773-***-****

http://www.linkedin.com/pub/lydell-mitchell/38/32b/b35

Technical Support Specialist

Solutions-focused professional with 9+years’ experience providing rapid and client –focused

Technical support to End-users. Demonstrated capacity to identify root causes and direct users

To lasting solutions. Adept in articulating complex technical concepts to users of varying

Technical understanding. Well versed in a variety of common operating systems, applications,

And hardware with a proven ability to master new tools and technologies quickly. Outstanding

Interpersonal skills by several service awards.

Areas of Expertise:

Troubleshooting & Issue Resolution Root Cause Analysis

End-user Training & Support System Implementation

Scheduled Ad-hoc Maintenance Rapid Ticket Response Time

Client Relationship Management Detailed Documentation

Technical Proficiencies:

Certifications: CompTIA Network+, Microsoft Certified Professional (MCP)

Platforms: Windows XP, Server 2003, Vista, & Windows 7, Windows 10, Windows 2012, Windows RT, UNIX, Linux (Debian and Ubuntu)

Hardware: Dell/Gateway/HP/ASUS/ Desktops and notebooks, Xerox and Ricoh Laser Printers

Software: C/C++, Java, JavaScript, PL SQL, MS SQL

Applications: Active Directory (2012), Microsoft Office XP, 2007, 2010, McAfee Anti-virus, Norton Anti-virus, Avast Anti-virus, LavasoftAdware, Team-viewer, Mal-ware Bytes, TCP/IP, Micros, Remedy, Adobe Reader, Adobe flash

Professional Expertise

Regeneration Schools, CICS Washington Park, Chicago, Illinois 1/11/2016 - 2/5/2016

Computer Field Technician

Support campus use of technology in the classrooms

As a NWEA proctor, my duties included logging into the NWEA MARC website and working with charter staff to setup lab testing sessions for each classroom as well as administering the tests during testing sessions.

Successfully worked with school Tech. Coordinator to help troubleshoot and resolve any computer related issue that came during testing sessions.

Victory Education Partners, CICS Washington Park, Chicago, Illinois 7/11/2015 - 11/6/2015

Computer Field Technician

Support campus use of technology in the classrooms

As a NWEA proctor, my duties included logging into the NWEA MARC website and working with Chater staff to setup lab testing sessions for each classroom as well as administering the tests during testing sessions.

Successfully worked with school Tech. Coordinator to help troubleshoot and resolve any computer related issue that came during testing sessions.

Sierra Consulting Group Inc., Chicago, Illinois 12/15/2014- 6/30/2015

Remote Desktop Analyst

As a NWEA remote desktop analyst, I assisted CPS staff how to successfully navigate the NWEA Marc website in order for them to create testing sessions for students and how to run and create MAP reports for further analysis.

Assisted Charter staffing members in resolving computer related issues such as software and networking troubleshooting issues as they related to Chromebooks, Macs, and various PC configurations.

As a remote desktop analyst, I had to create and document all computer related issues using an automated ticketing system called Salesforce.

Victory Education Partners, CICS Avalon Park, Chicago, Illinois 9/15/2014-10/3/2014

Computer Field Technician

Support campus use of technology in the classrooms

As a NWEA proctor, my duties included logging into the NWEA MARC website and working with Charter staff to setup lab testing sessions for each classroom as well as administering the tests during testing sessions.

Successfully worked with school Tech. Coordinator to help troubleshoot and resolve any computer related issue that came during testing sessions.

Heartland Payment Solutions, Chicago, Illinois 3/31/2014- 6/16/2014

Computer Field Technician

Re-image Point of Sales Terminals with Heartland's own custom Windows Embedded POS Ready7 ISO image.

Properly configured each terminal server with both Heartlands’ Proprietary Mosaic software and with Microsoft SQL Server 2008 R2.

Successfully deployed POS terminals in cafeterias throughout the Chicago Public School district

Victory Education Partners, CICS Washington Park, Chicago, Illinois 1/14/2014 - 2/6/14

Computer Field Technician

Support campus use of technology in the classrooms

As a NWEA proctor, my duties included logging into the NWEA MARC website and working with Chater staff to setup lab testing sessions for each classroom as well as administering the tests during testing sessions.

Successfully worked with school Tech. Coordinator to help troubleshoot and resolve any computer related issue that came during testing sessions.

Florist Trans world Delivery, Downers Grove, Illinois 6/3/2013 - 8/23/2013

EG1 Remote Desktop Support

Remote into client Point of Sale terminals to assist store members how to create a sale for their customers using FTD’s Proprietary Software.

Mapped an installed and configured HP and Lexmark Printers for FTD Store members using Windows XP, Windows Server 2003, Windows 7, and Windows 8 over the phone.

Assisted FTD Clients in successfully removing Spy ware and other malicious software from their Point of Sale terminals as well as their Windows Servers.

Using the Remedy Ticketing system to document Hardware and software related issues.

Northern Trust Bank, Chicago, Illinois 2/28/2013- 5/23/2013

Desktop Support Analyst

Mapped and installed Ricoh & HP Printer drivers on Windows 7 and Windows XP for various users and dealt with specific company protocols for access privileges and rights.

Configured multiple monitor’s displays for various Northern Trust employees as well as installing display driver software.

Performed Data Migrations: mapped and installed Windows 7 and Windows Xp for various users and dealt with specific company protocols for access privileges and rights.

Technical Support Specialist and Solutions-focused professional with experience providing rapid and client-focused technical support to End-users.

Adept in articulating complex technical concepts to users for varying technical understanding

Arthur J. Gallagher & Co., Chicago, Illinois 11/26/2012- 12/14/2012

Remote Desktop Support

Provided general customer support for Arthur J. Gallagher’s customers in setting up and configuring their Aruba Access Points.

Performed daily tasks such as white listing Aruba Access Points onto Author J. Gallagher’s corporate network.

Kaplan University, Chicago, Illinois 7/11/2011-7/17/2011

Field Technician

Working with Kaplan University employees to resolve computer related issues ranging from networking or software problems.

Pittsburgh National Corporation (PNC) Bank, Chicago, Illinois 9/27/2010 – 5/23/2011

Field Support Analyst

Perform Data Migration; upload client’s data from old PC’s unto PNC’s shared network so that it may be later deployed unto the End-users newly configured PC’s.

Installed and configured new workstations from PNC’s preferred applications’ list, and calibrated system settings to End-users liking.

Properly configured shared network printers to End-users new workstations, as well as installing personal printers and other hardware devices.

Active Directory: After migrating client to his/her new computer, used the GPupdate /Force command to push group policies that was set to each user account.

NCLA Publishing Inc., Chicago, Illinois 10/2009- 9/2010

Desktop Support Analyst

Provided technical assistance to End-users and ensure proper maintenance of workstations, printers, and peripherals.

Deployed new workstations and printers, installing operating systems, applications and drivers, and configuring network properties and hardware.

Support disaster recovery plans, performing regular backups and storing info to external USB drives.

Substantially increased security and performance of systems by initiating installation of new anti-virus software and critical operating system updates.

Education & Training

Bachelor of Science, in Computer Science (2002)

Chicago State University- Chicago, Illinois

Certifications

-CompTIA Network+ & Microsoft Certified Professional

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