Desktop Support Engineer

Cory Burns

Woodridge, Illinois Cell 630-***-**** Https://www.Linkedin.com/in/corylburns **********@*****.***

PROFESSIONAL SUMMARY

Accomplished Desktop Engineer with years of experience building productive relationships in the user community and effectively interacting with colleagues, while constantly learning, using, and implementing new technologies to enhance my technical skills and become more efficient. Consistently delivering a high energy, dependable, and accountable work ethic along with aggressively taking on tasks and projects to resolution or completion. Adept at working both independently and collaboratively within a team. Recognized for increasing productivity and contributing to significant cost savings.

Skillset: SCCM 2012, Active Directory, Microsoft Windows XP, 7, 8.1, 10, Microsoft Office 2007,2010,2013,

McAfee ePolicy Orchestrator, Citrix, Diskeeper, Team Viewer, Skype, Bitlocker, and Symantec Ghost.

Certifications: ITIL v3 Foundation 2011, VMware Certified Associate 6, MCSE 4, MCP, Novell CNE 5, currently working towards Windows Server 2012 R2.

PROFESSIONAL EXPERIENCE

Kellogg Company, Oak Brook, Illinois. 6/16-12/16

Desktop Support Engineer (Contractor)

Tasked with handling technical support issues related to a company wide pc revive project nationwide totaling 14k users.

Utilized SCCM 2012 to manage, troubleshoot, and deploy software packages to customer devices.

Used ITSM Workspace call system to retrieve and manage calls assigned.

Vantiv Technology Company, Tinley Park, Illinois. 11/15-5/16

Desktop Support Engineer (Contractor)

Performed security vulnerability remediation thru the use of SCCM 2012.

Repaired SCCM clients to reestablish communication.

Imaged and deployed desktops and laptops along with providing desktop support.

American Medical Association, Chicago, Illinois. 1998 – 2015

AMA is the largest Association of Physicians in the United States.

Desktop Engineer II (2004 – 2015)

Desktop Engineer I (1998 – 2003)

Systems Center Configuration Manager 2012 Administrator.

Utilized SCCM 2012 to download, research, test, and deploy Microsoft patches monthly to 1200 AMA desktop and laptop devices.

Increased productivity and resource savings by 50% consistently streamlining the install process, using SCCM 2012 to build and deploy software packages to AMA desktops and laptops.

Consistently and successfully led 14 pc upgrade projects performed annually. Managed 4 pc technicians contracted to assist in the projects. First contact with user community during upgrade, gathering software requirements and other configuration needs to accomplish successful upgrades.

Handled level 3 technical support tasks for network access, equipment and software issues for production and test environments.

Established successful relationship with the software procurement department to maintain software compliance and consistently save money.

Worked closely and effectively with level 1 and 2 support staff and other IT staff to assist and expedite resolutions to problems.

Imaged and deployed desktops and laptops. Installed and configured a multitude of software applications including Adobe products, SPSS, Aqua Data Studio, Interaction, SQL Server client, Ultra Compare, Ultra Edit, DB2 Client, Informatics, and Diskeeper.

Partnered with network security department to develop a Microsoft patching strategy for desktop and laptops environment numbering 1200 devices.

Facilitated training and mentoring of department intern.

Provided support to AMA DC and New Jersey offices, comprising of 200 users, working closely with onsite tech to resolve higher-level support issues.

Strengthened the remote services department with end user support for Citrix related issues.

Worked thru technical issues with such companies as Microsoft and McAfee.

Collaborated with network security department administering McAfee ePolicy Orchestrator for companywide virus and malware protection, including encryption needs.

Earned annual HIPAA certification.

Sentinel Technologies, Downers Grove, Illinois. 1987-1998

A Managed Services Technology Company

Desktop Engineer / Hardware Field Technician

Account manager of major client sites including Loyola Medical Center / University, Ingalls Hospital,

Lutheran General, Northern Illinois Mental Health sites and Hines Veterans Hospital.

Maintained and repaired Wang computer equipment, PC desktops, laptops, and printers.

EDUCATION

DeVry Institute of Technology, Lombard, IL

Associate of Applied Science in Electronics

Morton College, Cicero, Illinois

Associate in Liberal Arts

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