IT Technical Associate

IT Technical Associate with sixteen years of experience working in the areas of computer operations, wire, wireless, cable installation, user and desktop support (hardware and software), server application support, and data management. Seeking a fulfilling position in the IT Technical Profession that offers growth opportunities and allow me to utilize my expertise and develop new skills.

TECHNICAL SKILLS

OPERATING SYSTEMS: Windows XP Professional, Windows Server 2003, Windows Server 2008 R2, Microsoft Virtual Server 2008 R2, Vista, Windows 7 Professional, Windows 8, Windows 10, Macintosh OS X, Debian 5.0, and Red Hat Linux.

MICROSOFT APPLICATIONS: Microsoft Office Suite, Microsoft SQL Server 2012, Active Directory, and Exchange Server.

NETWORK AND BACKUP TOOLS: WhatsUp Gold, Oracle Enterprise Manager, SiteScan, VERITAS NetBackup storage management, and SiteScope web base monitor applications.

TECHNICAL TRAINING: Oracle 10g R2 program and three semesters of Cisco Networking certification program.

CUSTOMER SERVICE SUPPORT: Take incoming calls, make calls, process and reply to email ticketing request, handle complains, provide appropriate solutions and alternatives within time limits and follow-up to ensure resolution.

Administrate Application: Unit Security Contact provide access and terminate access to network account access.

PROFESSIONAL EXPERIENCE

University of Illinois at Chicago, Hospital and Health Science System, HRIS Chicago, IL

IT Technical Associate September 2013 – Present

Provide support, training, and managed the request ticket system RT Tracker.

Unit Security Contact (USC) provide access and termination to hospital staff network accounts.

Microsoft SQL Database queries, store procedure, and server management which include support to end user on technical aspects relating to the LMS and HR payroll systems.

Create SharePoint Web Site forms and design Web pages for UIH HR Website.

Work with department management staff to understand the reporting needs and provide BO and datawarehouse reports that meets and delivers needs analysis.

Administrate Outlook distribution list and AD ClockWorks user access and termination of access.

University of Illinois at Urbana, Administrative IT Services Urbana, IL

Support Center Analyst March 2005 – September 2013

Perform support for three areas within the AITS department including AITS Help Desk Support, AITS Production Support, and AITS CO Operations Center Support.

Support the service desk and take incoming calls from campus community regarding procedures, policies, and Banner services.

Support the production area which consists of process flow analysis for AppWorx batch processing (UIC4), and make contact with on-call staff when abort modules have occurred.

Conduct operations center support which consists of monitoring of servers, network interface, peripheral devices, enterprise equipment which monitor various systems within the University of Illinois Enterprise networks systems and facilities at all three campuses.

Document performance and usage reports, resolved or dispatch technical problems, and take corrective actions in a timely manner.

Human Kinetics Publishers Champaign, IL

Network Technician/Day End Operator April 2003 – March 2005

Provided support for all computers, networks, and other electronic systems used by HKUSA staff and HK subsidiary staffs.

Troubleshot hardware equipment to correct any problems, HP network printers, installation and maintenance of Wintel PC’s, Mac’s, and laptops. Kicked off backups, and monitored key HK server systems.

Documented all issues and communicated these issues to the senior MIS-Technical staff and Help Desk Coordinator.

Created a MS Access database file to manage and maintain HK MIS inventory supplies and Microsoft PC licenses.

EDUCATION

Parkland College, Champaign, IL

Oracle DBA Certificate Program May 2009

Network System Administrator, Associate in Applied Science May 2004

Southern Illinois University, Carbondale, IL

Bachelors of Art May 1981

HDI Certified

Support Center Analyst May 21, 2008

PROFESSIONAL MEMBERSHIP

Chicago SQL Server User Group

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