Technical Support It Specialist

Walter Melnyk

**** ******* *** ******* ****, IL *0707

Cell: 708-***-****

Email: *.******@*****.***

Summary:

10+ years of experience delighting internal customers as a Helpdesk and Technical Support representative.

Extensive hands-on experience troubleshooting hardware, software, and peripherals

Handled the configuration and maintenance of Microsoft Windows, UNIX, and Linux operating systems

Knowledge of DNS, DHCP servers, Cisco Routers, Switches, SCCM, and Active Directory

Asset management applications

Professional Experience:

Exelon (Contractor), Oak Brook Terrace, IL Oct 2020 – Feb 2024

Technical Support Level II

Replacing and upgrading hardware

Supported Executives when replacing old hardware

Supported Executive with computer related issues

Imaging Computers to the latest Windows OS

Verifying with Customers that applications are working correctly

Working with other IT groups to troubleshoot application issues

Migrating user data to new machines to ensure an easy transition

Assist users in trouble shooting of hardware or software issues

Coordinating large scale upgrades of PCs for Call Center employees

Assigning equipment in systems like Service Now

Verifying Active Directory Objects are in the Correct OU.

Assisting Customers with remapping shared drives

Assisting user with VPN Connectivity issues

Troubleshoot Printer connectivity issues

Troubleshoot Customer connection issue during UDS

Training Customers in Microsoft Teams

Training Customers on OneDrive

Train Customers how to request software

Train Customers how to request and order hardware

Coordinating the Shipping of Computers to Customers Homes and ComEd Sites

Coordinated large onboarding of interns

Helping Customers setup Mobil Devices such as Android and iPhone

AV Conference room troubleshooting

Always make sure the stakeholders are up to date on any current events

Helped coordinate the disposal of old hardware

Preformed Restack in LC1/LC2/LC3

United Airlines World Headquarters (Contractor), Chicago, IL Jan 2015 – Apr 2020

IT Field Service Technician

Replaced and upgraded/reimaged hardware to support corporate business users.

Moved end users’ equipment from other United Airlines locations (moves/adds/changes)

Set up United Airlines email accounts for new and current employees.

Connected computers to local and network printers, as well troubleshooting printing issues for previously installed equipment.

Migrate user data to new/reimaged machines to ensure an easy transition

Reimaging of laptop and desktop computer to Win7 or Win 10 for United Airlines specification by using Pexi Boot

Or SCCM 12

Ensure proper asset tagging protocols are followed and tracked/updated field asset information

Performed site survey and ad hoc projects for various business groups (global sales team)

Built relationships with supported business users to ensure a high-quality experience.

Help train new employees to the United standards.

Best Computer Systems, Bloomingdale, IL May 2014 – Aug 2014

Technical Support Representative

Technical Support for Pharmacies regarding 3rd party Software

Configuration of applications for primary use by Pharmacists and Pharmacy Technicians

Assisted locations with billing questions for primary and secondary insurance coverage

Handled Installation and Configuration of Network printers, label printers and signature pads

Provided phone and remote user support using Team Viewer

Provided technical support for locations using Windows Operating Systems (XP, Vista, 7 and 8)

OfficeMax (Contractor), Itasca, IL Jun 2013 – Sep 2013

IT Desktop Support Levels 1& 2

Handled the Technical Support for Office Max Retail, Corporate and Impress employees as well as Canadian and Puerto Rican retail locations

Assisted users with login issues and walkthroughs if needed

Assisted retail location employees with data base issues regarding ad pricing

Created access for new users

Handled the Reimaging Impress computers from Windows XP to Windows 7

Handled the Installation and Configuration of Network printers

Responsible for Reimaging of Registers using Dame Ware to access equipment.

Responsible for Reimage of Hypercom when new equipment was installed or not functioning properly

Assisted store managers in ordering individual equipment for stores scanner guns, Printers, and cell phone equipment

Achieved on time schedule for upgrading to meet required roll-out date

T- Systems (Contractor), Downers Grove, IL Feb 2012 – Jun 2013

IT Desktop Support Level 1& 2

Clientele List: USG, CNH and One America

Provided Technical Support to USG, CNH, and One America Employees/Executives

Team Player in assisting co-workers to achieve SLA goal set per management protocol

Responsible for Trouble shooting with Remote Access, Unlocking of Active Directory account, OU moves, Installation of Software, Software ordering, Order of Equipment, iPhone/Android/iPad Contact and E-mails, Priority tickets using Cosima ticketing system

Configuration of PC Mainframe reset of password and unlocking of accounts, Oracle scanner guns reset, Vista plus password reset, and Sophos Safeguard login issue, Windows XP and Windows 7 configuration, Outlook 2007 and 2010 folder addition, Archiving and recovery of PST files, Troubleshoot Microsoft Office 2007and 2010issues, Achieved highest Service Desk Resolution in Feb at 86 % for USG.

Provided support for PC optimization

Achieved highest Service Desk ticket resolution number overall in April at 101%.

Independent Consulting, Chicago, IL Jan 2010 – Oct 2010

Technical Support / PC Equipment / Component Installer

Responsible for PC hardware/software diagnostics, troubleshooting, install and repair

Handled Microsoft Outlook support

Installed, configured and maintained Microsoft Windows, UNIX and Linux operating systems

Designed and built LANs and WANs

Configured Win2k Active Directory, DNS, and DHCP servers

Responsible for Local Network Administration of peripheral equipment

Responsible for Removal and installation of PC equipment for the Chicago

Responsible for Public School System and online career development centers

Handled Onsite configuration, ghosting of computers, memory upgrades

Education:

Westwood College- O’Hare Campus, Chicago, IL 2007

B.A. in Computer Network Management

Executive Dean’s List 3.28/4.0 GPA

Member of the Alpha Beta Kappa Honor Society

Triton College, River Grove, IL 1996

Associate of Science - Architecture

Certification:

Microtrain, Chicago, IL 2011

Earned certification: Microsoft Certified Information

Internships

Universal Elevator Assistant to Project Manager and Chief Engineering

Popowych Associates, Ltd. - Draftsman

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