IT Support Specialist

**** * ******* ***

Milwaukee, WI

*****

920-***-**** T

*************@*****.*** E

PROFESSIONAL

EXPERIENCE

Hanson

Dodge

Creative- Milwaukee,

WI Jan

2016

–

March

**** **

Help

Desk

Specialist

• Provide

computer

technical

and

application

support

via

telephone,

email

and

onsite

to

end- users. Incident

escalation

to

IT

Manager

when

necessary.

Service

Level

monitoring

ensuring

timely resolution.

Remote

assistance

and

desktop.

• Providing

support

to

both

Mac

and

PC’s

for

about

100

internal

employees.

• Supports

Windows

7/8.1/10

and

Mac

OS

X.

• Creating,

managing,

and

removing

users

and

machines

through

Active

Directory.

• Uses

Gmail

server

to

create,

manage

and

remove

email

accounts

and

group

distribution

emails

• Troubleshoot

hardware,

software

and

mobile

device

issues

including:

setting

up

mail

accounts, installing

updates,

adding

printers

and

wireless

devices,

map

network

drives.

• Backup,

restore,

reimage,

setup

and

deploy

computers,

printers,

and

phones.

• Resolved

site

compatibility

issues

with

Adobe

Reader,

Java,

Internet

Explorer,

Mozilla

Firefox

and other

indirectly

related

hardware

and

software

issues

(i.e.

printers).

• Manage

software

licenses.

• Record

and

document

instructions

when

needed

for

end- users University

of

Milwaukee

IT

Services- Milwaukee,

WI May

2014

–

Dec

2015 IT

Dispatch

Technician

• Manage

users

and

machines

through

Active

Directory

• Re- image

computers

using

mandatory

office

procedures

and

forms,

including

data

backup, migration,

restoration,

and

software

installation

through

SCCM

• Managing

client

ticket

system,

Cherwell

• PC

and

Mac

Support

• Working

as

a

team

and

independently

to

complete

task

and

meet

project

deadlines

• Troubleshoot

and

assist

client’s

incident

through

email,

phone,

and

in

person

• Use

L&S

IT

procedures

and

documentation

to

prepare

new

and

replacement

computers

for

clients

• Execute

diagnostic

tests

for

and

resolve

software

conflicts

and

hardware

malfunctions

• Setup

of

computers,

networks,

printers EDUCATION

University

of

Wisconsin

–

Milwaukee May

2016 Bachelors

of

Science

in

Information

Science

&

Technology Certificate:

Health

Care

Informatics,

Digital

Arts

and

Culture Tou

Chang

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