Carl Edmondson Sr.

*** ******* ***** ***. ***, Bolingbrook, IL. 60440

630-***-****

ad1wpu@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Experienced technician looking to utilize IT skills as a PC technician, help desk or IT support person. College trained specialist in PC hardware and software maintenance, LAN and WAN networking, Cisco CLI, security, wireless, and LAN cabling. My background in teaching and customer service are an asset in any environment and display my patience and ability to work with coworkers or customers. EDUCATION

College of DuPage - Glen Ellyn, IL January 2014-May 2016 Associates in Applied Science: Computer Internetworking and Technology GPA= 3.0/4.0

SKILLS AND CERTIFICATES

College of DuPage – PC Technician Certification

Certificate in Computer Internetworking Technologies CompTIA A+ and Network + PC Technician

Lenovo Certified

EXPERIENCE

Joliet Public Schools Dist. 86

Joliet Public School Dist. 86 - Technology Repair Technician February 2021- Present

* Troubleshoot and perform on-site minor repairs on computers, projectors, document cameras, interactive white boards, interactive flat panel monitors, printers and other peripheral equipment.

* Support the technology needs of assigned schools.

* Set up and troubleshoot individual workstations to meet end-user and District requirements. Pick up/Deliver technology equipment from/to schools as needed.

* Clean and maintain hardware.

* Install and configure software.

* Assist in all technology projects and initiatives as needed.

* Refer/Escalate technology issues to the appropriate employee as needed.

* Perform all other responsibilities as assigned by the Director or his/her designee. Sonova / Phonak Aug 2019 to May 2020

Help Desk Support Warrenville, IL

*Providing Help desk support to about 3000 employees for Sonova/Phonak. This support cover a lot of issues: Installing new and License Software: Win10, Adobe Reader, MSO365, SalesForce, VPN Client.

*Working with remote End Users with installing Software to Laptops/PC through the VPN Clientusing the Remote desktop client, LogMeIn rescue Client, and Skype.

*Imaging All Laptop for existing clients and New Hires through SCCM client installing all the Software for the different departments like Customer care inside Sale, Marketing, and Field Sales Clients.

*Using the Telenet Ticketing system to Create New tickets for all call-in issues via Cisco IP phone system. Providing Help Desk support via Cisco Phone. Helping End Users with a variety of issues Password reset, Software installs,

InsIight May 2019 to Aug 2019

Lab Configuration Tech Hanover Park, IL. • Imaging All Dell, Lenovo ThinkPads, MacBook Pro device’s using SCCM imaging applications Printing asset tags for all Monitors, Laptops, Android, and IPhone products Building skids for all Dell, Lenovo ThinkPads, MacBook Pro device’s to be shipped for the deployment out of the warehouse

Setting all BIOS Settings, Troubleshooting for laptop Systems. Ntt Data Service February 2018 to April 2019

Help Desk Analyst Lisle, IL.

• Providing Phone Support via remote for EU who call in ticket for the Help Desk through a ticketing system

• I responsible for setting up all EU with Dell products laptops Monitors, KB Mouse at the desired locations.

• Working as the Desk Side Support Tech for All of the Amita Health Care Facilities/ Surrounding Hospitals.

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• -Knowledge of Citrix, VPN, Antivirus and SCCM Client installing all Software Applications like: Adobe, MS Office 365, Cerner, Contact Center, etc.

• Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, and associated peripherals - Serves as company liaison with customer on administrative and technical matters. - Installs and supports both hardware and software components for user groups - Evaluate system configuration and software to ensure effective use of hardware resources - Provide level 1 technical support and incident management service desk functions. - Diagnoses and resolves product performance problems - Performs maintenance and repair services - Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance - Instruct customers in the operation and maintenance of the system

• Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, and associated peripherals - Serves as company liaison with customer on administrative and technical matters. - Installs and supports both hardware and software components for user groups - Evaluate system configuration and software to ensure effective use of hardware resources - Provide level 1 technical support and incident management service desk functions. - Diagnoses and resolves product performance problems - Performs maintenance and repair services - Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance - Instruct customers in the operation and maintenance of the system

• Performs troubleshooting, parts replacement, system upgrades and basic deployments & repair on Client Assets in campus/remote locations

BMO Harris July 2017 to February 2018

Desktop Support Analyst Naperville, IL.

Focus of the position is to minimize system / hardware downtime to deliver a high level of customer satisfaction.

Provide overall day-to-day on-site technical support for network infrastructure and internal desktop systems software and hardware with minimal supervision.

Install, configure and troubleshoot desktop systems, workstations, servers and network.

Maintain passwords, data integrity and file system security for the desktop environment.

Communicate highly technical information to both technical and non-technical personnel. Recommend hardware and software solutions, including new acquisitions and upgrades.

May participate in development of information technology and infrastructure projects.

May conduct training programs designed to educate an organization’s computer users about basic and specialized applications.

May involve use of problem management databases and service desk system

TROUBLESHOOTING All Desktops and Laptops if needed.

Knowledge of Citrix and Service Now Ticketing System

Working with Remedy and Clearvision ticketing system

Install all BMO Applications : Citrix, Document Direct, Adobe Profession Net0, Snagit, etc.

In charge of the OTHR Project in which is working on providing ALL BMO employees who are schedule for New Laptops for the NOC Location. Imaging and Building those Units for the Users.

Experience with Virtual Computing Environments i.e. Citrix, VMWare.

Solid understanding of infrastructure and client side architecture, software, networking concepts and technologies including: TCP/IP, DNS and DHCP.

Keen attention to detail, with a commitment to follow through and follow-up. Business IT Source March 2017 to May 2017

Configuration Technician Vernon Hills, IL.

Building and Imaging All types of laptops such as [ Dell, Lenovo, HP, and Desktops.

Worked in a warehouse and Configuration Lab environment using SCCM, and Ghost Imaging software

Print labels and making asset tags for all laptops and desktops assign to All companies labeling system and packaging.

Installing Microsoft licensing OS Software and Malware for all company clients

Like American Family Insurance, GFS, ATI etc. using the company network imaging software

Setting all BIOS Settings, Troubleshooting for laptop Systems.

Solid understanding of infrastructure and client side architecture, software, networking concepts and technologies including: TCP/IP, DNS and DHCP.

Worldwide Tech Service November 2016-March 2017

Field Service Technician

• Using Personal Vehicle to deliver all parts to assigned route locations on a daily basis.

• Replace computer hardware (motherboards, SAN equipment, laptop screens, keyboards, etc.

• Troubleshoot a variety of equipment.

• Travel to customers (residential and commercials clients) throughout the metro-Chicagoland area.

• Break-fix for desktops and laptops.

• Update BIOS, Win 7, 8, and 10 experience and Active Directory as well Zones, Inc September 2016-November 2016

PC Technician

• Work with a variety of new hardware and devices to configure them per customer specifications.

• Ensure that work is completed in a timely manner while still providing error-free, quality work.

• Updating firmware and disabling wireless capabilities on 25000 printers HP for major clients like State Farm, Starbucks.

• Updating the IOS on 21000 IPADS, Apple Tablets, Mac book Pro’s

• Installed SCCM

• Updated Firmware for all POS systems.

HP/ CitiBank November 2015 – September 2016

Desktop Support

• In charge of setting up cubical for all new hires with new laptop, keyboards, mouse, cable locks, monitors, and telephones.

• In charge of Imaging all Laptops and Desktops with company Imaging and Logos for the company. Installing all Software like Microsoft Office, Adobe, Google Chrome etc.

• Respond to and document all inbound calls and helpdesk tickets submitted by end users in accordance with published IT SLA's with the ticketing system.

• Use excellent customer service and problem solving skills to see technical issues through to resolution.

• Proactively update tickets and communicate to supported end-users and technicians.

• Monitor ticket queue, resolve or escalate as appropriate.

• Interact by phone, e-mail, and directly with end-users and other IT staff.

• Recommend areas of operational improvement to enhance customer experience and increase efficiency in service delivery.

• Understand & adhere to standard operating procedures.

• Stay abreast of industry advancements, standards, trends, technologies and applications.

• Provide support of: OS and applications, Windows XP/7/8/10, MS Office applications including Outlook, Word, Excel, PowerPoint, etc. (2010/2013), other applications including Adobe, Java, IE, etc.

• Utilize remote service application (SCCM and Remote Desktop).

• Provide basic network support.

CompuCom/PNC Bank June 2015-August 2015

PC Refresh Technician

• Works with Lead Technicians on difficult to solve programs and configurations.

• Interacts and communicates directly with high level client personnel in both PC Refresh and Migration work.

• Refreshes computers and associated peripheral equipment to the latest windows 7 operating software.

• Completes all required documentation of installation including a quality assurance sheet to ensure accurate billing with respect to the warranty contract, proper processing of defective products and timely vendor returns and reimbursements.

• Follows customer personal computer system hardware and software based on the configuration services being performed and the instructions supplied.

• Complies with department training certification requirements based on configuration level.

• Troubleshoots malfunctioning units using efficient problem solving techniques and departmental procedures.

• Researches hardware and software literature to keep abreast on new product / service developments and announcements.

DeVry Education Group - Oakbrook, IL February 2015 to March 2015 Help Desk Analyst

• Provides friendly, courteous, and quality systems support to all users.

• Strives to meet or exceed all customer service goals.

• Service inbound Help Desk calls, process tickets, and respond to voicemail messages within a timely manner.

• Determines the nature of the user's issue and obtains as much information as possible about the problem.

• Prioritizes and evaluates user systems issues into a low, medium or high priority.

• Route tickets accurately to second level support when needed.

• Utilizes independent judgment in handling user issues/questions and knows when to refer complex matters to the Team Lead - Help Desk for personal review.

• Maintains a proficient technical knowledge in various systems, hardware, software and database applications

• Troubleshoots and assists users with various systems issues including PC/laptop, printer, software, hardware, and database problems.

• Closes Help Desk tickets and communicates resolution to the user.

• Tracks all calls in a detailed and accurate fashion utilizing Help Desk software.

• Adheres to the defined and communicated call flow /ticket resolution process.

• Recommends changes in policies/procedure to the Team Lead - Help Desk.

• Performs related duties as assigned.

1st Computer Experts - Bolingbrook, IL May 2010- March 2015 PC Technician

• Upgraded Laptops and Desktops from XP to Win7, 8, 8.1 and clean installs.

• Installed Monitors, Fax Machines, and Printers

• Performed PC Wiping of old Desktops and laptops, hard drives.

• Installed Hard drives to PCs and Laptops

• Installed various types peripheral devices (e.g., DVD-ROMS, NICS, Video cards, memory sticks)

• Performed software Configurations to PCs and Laptops and Mapping and recovering Docs ALL software upgrades such as Microsoft Office 2010, Microsoft Office Desktop Software: Add/Remove Workstations to a Domain using the R&R e 365 etc.

• Provided Break/Fix it repairs to all types of PCs and Laptops like (Dell, HP, Compaq, Apple Mac Pro’s and Mac Book Air, IBM Think Pads, Intel etc.)

• Provided quality customer service and professionalism to 150 of our loyal customers

• Installed various Anti-Virus/Spy-ware solutions to all PCs and Laptops. Domain script Desktop Hardware: Install/Replace Hard drives Install/Replace Memory Install/Replace Network Adapters Install/Replace LCD screens (Laptop only) Install/Replace Motherboards Install/Replace Peripheral items (Monitors, Keyboards and Mice) Understand BIOS settings Install/Replace Avaya Desk phones Ability to leverage desktop tools (CDP, Automation, R&R, OVCM Notification, Mac reg, Adman, Active Directory etc.)

• OVCM Notification Tool Build systems using Common Build process (Laptop, Desktop) Encrypt Hard Drives

• Distribution Portal tool Assign applications using the Client Distribution Portal tool Genesis 10/CompuCom-PNC Refresher Project - Chicago, IL May 2011-January 2012 PC Technician

• Uploaded all PC scripted software for all the PCs install at the PNC Bank branches under the supervision of the Lead Technician.

• Installed new PCs and peripheral devices like (keyboard, mouse, and cables for devices) if needed.

• Refreshed all/or some the Cisco Network Switches in all the Branches if needed.

• Wiped all De-installation PCs and preparing removal.

• Refreshed all/or some multi-function printers for PNC bank Branches.

• Part 8 Man Migration Project for 6-8 PNC Banks.

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