OBJECTIVE

I am seeking a Help Desk/Desktop position,where I can utilize my knowledge and work experience.

To maximize customer satisfaction,and profits.

EDUCATION

Moraine Valley community college still pending

General studies

EXPERIENCE

Tony’s ph 1-815-***-****

2300 S Route 59, Plainfield,Il 60586

From 11-14 to 04-15.

Title- meat cutter

Responsibilities-I process all beef,pork,lamb,and chicken.

I maintain the Service counter full,and clean/close the department.

Network Distribution ph 1-847-***-****

1100 E. Woodfield Road, Suite 200, Shaumburg,Il 60173

From 6-14 to present.

Title-IT Support Analyst

Responsibilities-I provided pc hardware,software,AV support for the customers.

I process incoming Help Desk live calls,tickets,and email requests

I run SAP reports

I use SAP Solution Manager and, Manage Engine Service Desk ticketing software.

TekSystems contractor at Northwest Community Hospital ph 1-847-***-****

800 W. Central Road Arlington Heights,IL 60005

From 2-14 to 6-14

Title-IT Help Desk Analyst

Responsibilities--I provided pc hardware,software support for the customers.

I installed, configured, and troubleshooted all Cisco VPN issues.

I process between 40-50 calls a day with a high resolution rate.

I use Service Center ticketing software.

I initiate conference calls and send updates to upper management

whenever major outages occur.

Jewel Osco-address- 2480 S Route 59, Plainfield,Il 60586 ph 1-815-***-****

From 7/12 to 9/14

Title-Apprentice meat cutter

Responsibilities-I process all beef,pork,lamb,and chicken.

I open and close the department.

I work with many different types of equipment for example,knives,band saw.

I trained new employees.

T-Systems- address-1901 Butterfield rd,Downers Grove,Il 60515

ph 630-***-****

From 05/05 to 06/12

Title-Sr Help Desk Analyst

Responsibilities-I provided pc hardware,software support for the customers.

I installed, configured, and troubleshooted all Cisco VPN issues.

I monitored and escalated any server,or network outages.

I processed all customer email or web requests.

I trained new employees in all accounts.

Meijer –address-13521 S Rt 59 Plainfield,Il 60544 ph 815-***-****

From 04/06 to 06/12

Title-Apprentice meat cutter

Responsibilities-I process all beef,pork,lamb,and chicken.

I open and close the department.

I trained new employees.

I work with many different types of equipment for example,knives,band saw.

Anixter Inc-address-2301 Patriot Blvd,Glenview.Il,60026

ph 244-***-****

From 03/99 to 02/05

Title-LAN Administrator

Responsibilities- I processed all ticket escalations

I installed,configured, and troubleshooted all Cisco VPN issues.

I worked on all second level escalated hardware/software tickets

I worked on all second level escalated hardware/software tickets

I setup and maintained all wireless devices,truck mounts,scanners etc.

I setup and configured all new hardware,and software on the LAN.

I setup and processed tape back ups.

I trained new employees.

I moved and setup work stations,printers,scales and all peripherals

SKILLS

Experience with adding/removing computer hardware

Knowledge of basic computer hardware support and troubleshooting

Knowledge of configuring and troubleshooting Microsoft Office 2010 applications

Experience with connecting Microsoft Office Outlook 2010 to Microsoft Exchange

Understanding of help desk metrics, prioritizing issues, and methods of providing support

Experience with Windows operating system networking

Experience with TCP/IP

I am able to process a high number of calls with a high resolution rate.

I am familiar with Remedy,and other ticketing systems.

Experience with configuring and troubleshooting NTFS and Share permissions

Experience with Cisco VPN configurations and troubleshooting connection issues.

Knowledge of networking hardware and devices, including switches and routers

Experience with troubleshooting network connectivity on Windows 7

I am bilingual I can read and write Spanish.

I processed Spanish callers calling for hardware/software support.

Contact this candidate