Desktop Support Analyst

LuCinda Jaunich

***** *. ****** *****

Palos Hills, IL. 60465

Cell 630-***-****

Email: *.*******@*****.***

www.linkedin.com/in/LuCindaJaunich

Summary

Experienced and knowledgeable Technical Support Professional with five years of desktop support experience providing software, hardware, client/server and networking technical support. Skills include excellent organization and time management skills, strong focus on attention to details, critical thinking and well developed people skills.

Technical Skills:

Hardware: Lenovo 6400, T500, T400, Dell Latitude, Dell Optiplex, HP 8000 & Z400, Apple iMac MacBook Pro, iPhone.

MS Office (Word, Excel, Outlook, Access); VMware, Microsoft Exchange 2010, Microsoft Lync, Active Directory, Kbox, Cisco VPN, JDE Inventory, BitLocker, ManageEngine Service Desk, ADManager Plus, LogPro, JDE and Printer Logic

Operating Systems: Windows 7,8 and 10 Mac OS X

Networking: LAN & VPN/Remote Connectivity, TCP/IP

Experience

Wilton Brands LLC/ Woodridge, Il

Desktop Support Technician

September 2013 to Present

Diagnose, troubleshoot and resolve a range of software, hardware and remote connectivity issues.

Break/fix technical support for all computers, printers, tablets, phones and software applications.

User account management utilizing Active Directory.

Proficient in Dell Kace asset management system.

Manage and troubleshoot virtual environment with VMware vSphere.

Create and manage technical knowledge base for end users and departmental procedures.

Team lead for all new projects involving end user support and applications.

Kellogg / Addison Search, Oak Brook, Il

Team Lead - Desktop Support

February 2012 to September 2013

Migration of all users to Windows 7. Managed workstations and software information in Active directory

Utilized SCCM to push image to remote computers and manage group policies for users.

Troubleshoot all network printers and personal printers for remote users.

Responsible for monitoring service desk and troubleshooting tier II issues related to Windows 7 migration project while maintaining 80% first call resolution.

Molex /Crosspoint Technologies,Lisle, Il

Desktop Support/Deployment & Windows 7 Migration Specialist

August 2011 to February 2012

Involved in the development of the migration process to Windows 7.

Utilized SCCM for software deployments.

Trouble shooting all software and hardware issues surrounding the migration.

Configure and troubleshoot Microsoft Outlook/Exchange issues.

SXC, Lisle, Il

May 2011 to August 2011

Daily routine includes swapping hardware, diagnosing hardware problems, and performing maintenance and troubleshooting on computer systems.

Implementing break/fix solutions on laptops and work stations.

Education - AAS, Computer Science/Application Programming, College of Dupage, Glen Ellyn, IL.

Certifications: Managing Windows Environment with Group Policy (M50255), ITIL Certification

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