Jon Gillum, C.C.N.A.

**** * ****** ****, *** ***, The Colony, TX 75056

214-***-****

aczv05@r.postjobfree.com

Objective

To utilize my 15 years’ experience in maintenance and troubleshooting of various desktop, hardware and software operations in an organization where high-touch customer service is valued.

Skills

Dell Desktops and Laptops IBM/Lenovo Desktops and Laptops Blackberry IPhones IPads Clone Desktops Compaq Desktops Sony Desktops and Laptops Windows Deployment Server Cloning Software Symantec Ghost New Hire and Termination setup and removal Citrix VPN Internet Explorer 3.x - 9.x MS Exchange 5.5/2003 MS Office 9.x - 2010 Lotus Notes 8.5 MS Windows 7 Windows XP Windows 2000 Windows NT4.0 Project 4.x - 2010 MS Visio 5.x - 2010 Novell NetWare 4.x - 5.x Platinum Financial Software Scopus Sony Laptops Toshiba Laptops AS-400 applications Attachmate & Mochasoft Symantec Anti-virus McAfee Antivirus Sales Force Cisco VPN CPM Outlooksoft Everest Adobe Standard & Professional GroupWise 4.x - 5.x

Experience

Contract Positions 2016- 2017

NTT Data – Service Desktop Technician

Career Education Corporation – Help Desk Analyst

IT Support Specialist II – Holmes Murphy & Associates 3/2012 – 11/2016

Desktop Support for 180 plus on-site and 600 off-site users.

In person at the desktop and via the phone using Remote Connectivity software to assist user community via the WAN and internet .

Processed new hires and terminations from the user account setup in AD, image of the computer asset and deployment to the end user.

Supported: Windows XP, Windows 7, Windows 8, Lotus Notes 8.5, Outlook 2007, Outlook 2010, Microsoft Office 2007 - 2013, Citrix VPN, Remote Assistance feature in Windows 7, Avaya phone system, and a number of specifically designed applications that are unique to our organization.

Desktop Migration Technician – Oncor 12/2011 - 3/2012 (Contract)

Active Directory migration project that required support at the desktop migrating user’s end point to a new domain and upgrading a number of applications in support of the projects objectives.

Supported: Exchange/Outlook, Microsoft Office 2007 - 2010, Symantec Anti-Virus 11, Microsoft Lync, Citrix client for remote connectivity and a number of specifically designed applications that are unique to that organization.

Desktop Technician – MedAssets 2/2008 – 11/2011

Desktop Support for 300 plus on-site and off-site users across a portion of the US.

Built software loads from the ground up, then imaged laptops and desktops using Windows Deployment server.

Provided support for office move, Windows 7 pilot program deployment and other projects as assigned.

Main source of documentation on a wide variety of technical issues and setup routines.

Supported the diagnosis and troubleshooting of hardware issues and worked with Dell to replace the defective hardware.

Supported setup, enterprise activation and troubleshooting for Blackberry, and IPhones.

Support for Sprint and Verizon data cards and Mi-Fi hot spots.

Primary audio visual support person providing setup and support for the Tandberg Video Conferencing equipment, Intercall audio conferencing, and both Microsoft Live meeting and WebEx

Support new user setup and administration for Cisco and Avaya phone systems

Senior Desktop Technician – National Education Loan Network - 3/2005 - 12/2007

Provide project management support for such projects as Windows XP Desktop Conversion and other projects as assigned.

Provided support to the team handling challenging customers.

Desktop Support for 400 plus on-site and off-site users.

Heat Help Desk ticketing system.

In person at the desktop and via the phone, also using Remote Connectivity software to offer assistance via the WAN and internet to our user community.

Network Analyst II – National Education Loan Network 8/2004 - 3/2005 (Contract)

Desktop Support for 400 plus on-site and off-site users.

Provided support in person at the desktop and via the phone, also using Remote Connectivity software to offer assistance via the WAN and internet to our user community.

Supported: Exchange/Outlook, Microsoft Office 2000 - 2003, Microsoft Project, Microsoft Visio, Attachment/AS-400 client, ATT Dial-up, Cisco VPN, Remote Administrator 2.1., and a number of specifically designed applications that are unique to our organization.

Contract Positions 2001- 2004

Morgan Stanley Financial Services –Computer Consultant

Covance Development Services Company – Help Desk Analyst

Sony Electronics – Desktop Support

T-Mobile Wireless – Desktop Support

Help Desk Supervisor – Remote Dynamics 7/1997 - 3/2001

Managed and supported daily Help Desk and PBX operations.

Implemented policies and procedures in support of end users technical and service related issues.

Purchased all IT computer hardware/software.

Recognized as Project Manager for Year 2000 Corporate Management Project.

Education

Cisco Certified Network Associate Certification (C.C.N.A.)

University of Nebraska, Omaha, NE

References available upon request

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