IS Support Level 2 Desktop Technician

Experienced and driven IT Systems Engineering Professional skilled in identifying and delivering efficient technological solutions in challenging, evolving and fast-paced environments

TECHNOLOGIES

Dell / HP/ Compaq / IBM / Lenovo, etc. Systems

Xerox / HP / Zebra Printer Technologies, Uniprint

Windows Desktop Support XP/ Win 7/8.1/10 Microsoft Surface Pro's, Microsoft office Suites 2003/2007/2010/2013/2016

Cisco Unified Communications Manager Version 6.0/ 8.0 / VPN remote access / Unity administration and Cisco Management Express

Interaction Client, Interaction administrator

Ploycom phone set-up.

Microsoft Active Directory /Exchange/Office 365

Windows Server Administration 2000/2003/2008/2012 McAfee Endpoint Protection /Safe boot Recovery

Unitrends /Symantec Backup Exec 10/ VERITAS Back-up Exec, Commvault / ArcServe

Track-It, Support Magic, / Sales Force/Microsoft Service Manager

Black Berry Enterprise Server 5.0

Symantec / Acronis / Ghost

WebEx, Logmein, Cisco Meeting Place, Showmypc

EMC Source One /Autonomy Enterprise Archiving Solution /Transvault

Citrix Metaframe Presentation Server, XenApp, Propalms

CAREER HIGHLIGHTS

ABS Associates Inc, Schaumburg, IL Provides outsourced help desk, managed IT services and desktop IT support services. ABS has provided enterprise-class help desk

IS Support Level 2 Desktop Technician 2014-Present

Provide comprehensive technical support services to ABS service desk agents and clients. Perform customer support related tasks and special projects as assigned by ABS management.Point of escalation for cases that cannot be resolved by Level I service desk agents. Performs on site and Remote Level 2 support for ABS clients nationally and internationally Manages internal assets including PC procurement for ABS service desk agents, Team leads and Executives. Provides in house technical support for ABS service desk agents Team Leads and Executives.

Bishop Technologies, Elgin, IL Delivers and supports customized solutions for data migration, information security, and pervasive information governance to large enterprises, government agencies, and SMBs.

Archiving Support Professional (Contract Position) 2012-2013

Responded to evaluate and prioritize requests from users experiencing problems with software and other computer-related technologies. Researched technical problems and consult with appropriate technical or service personnel for follow-up. Document and update installation, configuration, and maintenance procedures. Enter call data and information as-needed. Support the programs offered by Bishop Technologies.

Alzheimer’s Association, Chicago, IL Alzheimer’s Association is the leading voluntary health organization in Alzheimer care and support and the largest private, nonprofit funder of Alzheimer research.

Desktop Support Technician (Contract Position) 2011-2011

Provided 1st and 2nd level hardware and software support for desktops, laptops, printers, Smart Phones/PDAs, and organizational peripherals. Provides vulnerability management to ensure organization is protected from viruses, hackers and spam. On-site and remote locations troubleshooting and hardware repair. Installing peripherals and replacing failed hardware components. Installs and updates software applications. Installing new computer equipment with Firm-standard software applications and peripherals

Zebra Technologies, Vernon Hills, IL Provides innovative, reliable bar code and specialty label printing solutions, including printers, RFID, supplies and software

Technical Support (Contract Position) 2010-2010

Provided Technical software/hardware support directly to integrators, resellers, and end users of Zebra products. Included helping clients to properly install and effectively use of Zebra products, identify potential software bugs, and recommend enhancements based on user feedback.

Netrix / FGMK, Bannockburn, Il A technology consulting firm that designs, implements and supports Corporate Computer Service, Hardware and Software solutions.

SYSTEM ENGINEER 2005-2009

Produced and updated Citrix applications for 11 Citrix Met frame XP Servers (W2K Terminal Server Platform). Performed data back-up and monitoring for clients using Unit rends and Symantec Backup Exec 10. Maintained more than 40 HP servers (including BES Server) located at the central office. Established internal office rules and regulations and effectively prioritized concurrent projects and tasks in order to achieve efficient completion. Traveled throughout Chicago to client locations to troubleshoot computer issues. Installed and supported HP Jet direct network printers as well as maintained the Cisco IP telephony call manager (including the creation of phone accounts for new users) and right fax integration system. Utilized Active Directory, Proof Tax Accounting Products, Creative Solutions, and QuickBooks.

Key Highlights

Accomplished a major software upgrade (with months and months of testing and assistance from the Software Vendor) within its projected time frame, despite uncertainties regarding its successful completion.

Provided troubleshooting for Blackberry issues such as account creation, network connectivity, updating licenses, configuring desktop manager and desktop redirector.

Rolled out 10 HP DL380’s with Citrix Metaframe including required Published applications to retire old servers.

Established internal office rules and regulations and effectively prioritized concurrent projects and tasks in order to achieve efficient completion.

Marcus Evans, Chicago, IL & San Francisco, Ca A global business events and information company offering Business Training, Corporate Hospitality, Market Research and more.

DESKTOP SUPPORT TECHNICIAN & IT MANAGER 2000-2003

Assisted upper management with technical issues instructed sales staff on Office 2000 applications and trained staff users about the network system. Controlled processing of phone bills, service bills, and supply orders as well as administered systems, remote access, network and applications accounts and rights. Provided remote Microsoft Exchange, Call Accounting Administration, and troubleshooting to San Diego, New York, Houston, and Toronto. Traveled within the US to organize SQL databases and implement Helpdesk systems for corporate events. Worked with Windows based PCs, Windows 2000 and UNIX platforms, rebuilt towers, upgraded software, and implemented Norton Anti-Virus. Maintained the SQL, accounting, and file servers and monitored servers running VERITAS Back-up Exec and File Restores for the Microsoft Exchange NT Server. Conducted troubleshooting on printers, peripheral devices, RSI call accounting and telecommunications, and Telnet and Hyper terminal sessions with Cisco routers.

Key Highlights

Improved office discipline and atmosphere as well as respect for the IT Department within six months by promoting office regulations and standards.

Supplied 1st, 2nd, and 3rd level support to 300 users in multiple US and Canada locations.

Seamlessly shepherded complex office moves, acting as logistics liaison to management and vendors

EDUCATION & PROFESSIONAL DEVELOPMENT

Harper College, Palatine, IL February 2010-April 2010

Certificate in Private Investigator Training

Intense School Boot Camp, Ft Lauderdale, Florida August 2003

Security Counter Measures, Penetration Analysis, Vulnerability Testing

The Chubb Institute, Villa Park, IL April 1999-September 1999

Diploma in Computer Technical Support Technology

Universal Technical Institute, Glendale Heights, IL January 1995

Diploma in Automotive/Diesel Repair Technology, emphasis on Electronic Technology and Electronic Systems

Oakton Community College, Des Plaines, IL 1990 –1991

General studies

MILITARY SERVICE

Mechanical Engineer / Security Officer Navy – E-3 Inactive (1991 – 1993)

Military Leadership Award

CERTIFICATIONS:

MCP Exam 70-680 Windows 7, Configuring

MCP Exam 70-685 Windows 7, Enterprise Desktop Support Technician

MCP EXAM 70-410: Installing and Configuring Windows Server 2012

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