Help Desk Support
Resume:
STEVEN W. HARDIN *********@*****.***
LinkedIn https://www.linkedin.com/in/stevenhardin1
***** *. ********* ***** ~ Beach Park, Illinois 60083
SENIOR HELP DESK SPECIALIST – HELP DESK/DESKTOP Support
Certified Help Desk Professional (CHDP) ~ CompTIA Network+ Certified
Seasoned and analytical Information Technology Professional with a solid track record of success in high volume call center environments providing 24x7 remote diagnosis and support of LAN/WAN and voice infrastructures, operating systems, computer hardware, and software. Achieved consistent high customer satisfaction closing trouble tickets in a timely manner with a low abandon rate. Highly proficient in Windows Active Directory environment creating user accounts and privileges. A project orientation with ability to accurately analyze user requirements, resolve critical issues, and manage multiple concurrent tasks serving as Lead Help Desk Analyst for major initiatives including IT service migrations and expansions. Extensive experience training new Help Desk Associates on troubleshooting techniques and multiple call tracking/asset management systems.
TECHNICAL SKILLS SUMMARY
Process & Analytical:
Help Desk Operations: Remote Operations, Active Directory (AD) User Management; PC Break/Fix, Back Up & File Restoration, Disaster Recovery, WYSE, Citrix Thin-Client Systems, Performance Monitoring, Computer Asset Management, Cisco VPN Installation & Configuration, 1st, 2nd, 3rd Level PC Support, Operating System Imaging & Software Deployment via SCCM & Altiris.
Operating Systems:
Microsoft Windows (2000, NT, 95, 98, Vista, XP, Win7/8/10), UNIX, IBM Mainframe, AS400
Software Applications, Tools & Protocols:
Help Desk & Asset Management - Peregrine Service Center, Expert Advisor, Track-It!, CA Unicenter Service Desk, ServiceNow, Remedy, Siebel; Remote Control - Altiris Remote Deployment Console, Dameware, IBM Netfinity, Microsoft System Management Server (SMS), SCCM Backup & Recovery - VERITAS Backup Exec, Iron Mountain; LAN/WLAN Infrastructure - TCP/IP, DNS, DHCP, WINS, SMTP, SNMP, FTP, POP3, IMAP, SSL, IPSEC, RAS; WiFi 802.11x, VPN Broadband; Microsoft - Office Suite, Citrix - XenApp, XenDesktop, Cisco & Avaya phones, VMWARE, Internet Explorer, Chrome, Firefox, Outlook; Lotus Notes, HTML, iPhone, iPad, Android and Blackberry.
PROFESSIONAL EXPERIENCE
Athletico Physical Therapy
Oakbrook, IL Present
End User Support Associate
Provide Local and Remote Help Desk & Desktop Support at Corporate Headquarters & 400 Clinics in 6 states using Citrix and Virtual Desktop Technology to support 4500 employees.
Provide primary role of onboarding and terminations of employees utilizing Active Directory & Microsoft Exchange to create new users and provide additional security access.
Worked with Network Infrastructure & Communications teams while recovering from outages affecting our clinics.
Create documentation and job aides.
Provide support for Corporate email on iPhone and Android phones.
STEVEN W. HARDIN Page Two
PROFESSIONAL EXPERIENCE (Continued)
Motorola Solutions
Schaumburg, IL 2015-2016
NOC Support Technician
Provide Network Monitoring Support for Police and Public Safety Organizations Radio Networks for the State of Illinois, California, Missouri & Wyoming utilizing Remedy and Netcool Automation.
Provide Technical Support, Troubleshoot and Coordinate activities within the Motorola Network Operation Control Center.
Verify swift and accurate response to all alerts, ensuring the repair or escalation of issues as appropriate.
Create and monitor AT&T tickets for T1-T3 circuits and dispatch appropriate vendors for Communications and Environmental issues with Servers, HVAC equipment and Generators.
Create process and recovery documentation for the NOC Operations Team.
I was selected to participate in a Motorola Solutions Managed Services Marketing video https://www.youtube.com/watch?v=KiR3Fg0Tl44
Uline – (Systregation Contractor)
Pleasant Prairie, Wisconsin 2015
Service Desk Analyst
Provide Level 1-2 Support for 600+ Home Office users & 4000 employees in 14 Distribution Centers in the US, Canada & Mexico.
Troubleshoot PC issues and resolve at 85% First Call Resolution via Dameware remote tools.
Support AS400 printing operations & Monitor Network from NOC utilizing Nagios.
ABBVIE – (Insight Global Contractor)
Waukegan, Illinois 2015
Level 3 Help Desk Analyst, PC Technician, Help Desk/Desktop Support
Provide Level 3 Support for 3000 National Sales Force users.
Support for Cisco AnyConnect VPN, Cryptocard, Outlook, iPad & iPhone custom applications.
Special initiative projects and rollouts of new iPad applications
GENERAL BOARD OF PENSION & HEALTH BENEFITS OF THE UNITED METHODIST CHURCH
Glenview, Illinois 2014
Help Desk Analyst, PC Technician, Help Desk/Desktop Support
Provide Level 1 & 2 Support for 275+ local users via Remote tools and hands-on services.
Perform day-to-day administrative tasks such as maintaining information files and User Accounts via Active Directory, processing paperwork, answering phone calls and email relative to end-user support.
Test and monitor software, hardware, and peripheral equipment to evaluate the use, effectiveness, and adequacy of product for the end user.
Provide guidance, information and expert advice to management and other groups on technical systems and process-related topics in written form, e-mail and in person. Use relevant information and individual judgment to determine whether events or processes comply with policies, procedures, or standards.
Observe, receive and obtain information from all relevant sources in order to keep up-to-date technically and apply new knowledge.
Prepare evaluations of software and hardware, and submits recommendations to management for review.
Troubleshoot and resolve issues with network printing functions.
STEVEN W. HARDIN Page Three
PROFESSIONAL EXPERIENCE (Continued)
PROTECTIVE LIFE CORPORATION, Bannockburn, Illinois 2006-2014
Lead Help Desk Specialist, PC Technician, Help Desk/Desktop Support
Provide support for 270+ local users, 2300 Remote Office users and 300+ home based users on wireless networks using VPN services; coordinate user moves and changes, perform user and Help Desk Associate training.
Create new users via Active Directory Security
Serve as Senior Help Desk Lead with subject matter expertise in PC break/fix, highest level hardware/software issue resolution, and desktop/laptop imaging utilizing Altiris & SCCM.
Collaborate with 20 department managers on IT projects as primary Help Desk Liaison.
Maintain/restore offsite tape storage; document software fixes/installation; manage computer asset inventory; serve as subject matter expert with Outlook, Lotus Notes, VPN services, iPhone, iPad, Android and Blackberry.
Virus Remediation, MalwareBytes & Combo Fix.
COMPUTER SCIENCES CORPORATION, Oakbrook Terrace, Illinois 2006
Help Desk Technician 3
Provided Level 2 and 3 remote PC support for the Hyatt Hotel chain assisting Hotel MIS managers with workstation and network management processes and procedures.
Managed user accounts via AD, documented installations, and performed file restorations.
TAKEDA PHARMACEUTICALS (Kelly IT Resources Contract), Lincolnshire, Illinois 2005-2006
Help Desk Analyst, PC Technician
Performed Level 2 support for 3500 employees with call volumes of 250 to 300 per day.
Diagnosed/implemented software solutions; resolved hardware/connectivity issues; assisted in rollout of Windows XP to remote sales force and in hardware moves across office locations.
KRAFT FOODS (Spherion Inc. Contract), Bannockburn, Illinois 2004-2005
Help Desk Analyst
Performed Level 2 support for 4000 employees with call volumes of 300 to 400 per day.
Managed AD account setup and privileges; installed applications using SMS tools, maintained enterprise software applications; trained users; member of web team.
EDUCATION/CERTIFICATIONS/TRAINING
COLLEGE OF LAKE County, Grays Lake, Illinois
Currently attending completing Associates Degree - 4.0 GPA
WEST VALLEY COLLEGE, Saratoga, California
Completed General Education, Business, Accounting, Information Technology Coursework
COMPTIA - Network+ Boot Camp (N10-003 Certification) at Global Knowledge
HELP DESK 2000 - Certified Help Desk Professional (CHDP)
ITIL Training relating to Ticket Management Applications such as Remedy & ServiceNow 2014
KT Resolve (Kepner-Trigoe) Problem Resolution Skills Workshop 2016
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