ANTONIO L. THARPE

*** *. ***** ******

Chicago, Illinois 60628

773-***-****

http://www.linkedin.com/in/atharpe

ad4lk2@r.postjobfree.com

OVERVIEW

28+ years’ experience acquired throughout technology, legal, automotive, construction, healthcare, non-profit and/or manufacturing industries. Focus has centered not only around analyzing and resolving clients’ customer service communication and training needs but also on clients’ technical needs including:

Executive white glove support for executives. Addressing all hardware /Software issues

Knowledge of specialist AV hardware and software

A clear understanding of the importance of delivering customer satisfaction, and a demonstrated attitude which puts that first.

Familiar with operating systems – desktop and server. Some of: Windows 11, Apple Macintosh

Skilled in the use of desktop operating systems, preferably Windows 11 and Apple Macintosh.

Workstation set-up / Maintenance of IBM®, Dell and other computer systems

Familiar desktop applications and skilled in their basic use. E.g. Microsoft Office, Mozilla Firefox, Google Chrome, Edge, VLE tools

Familiar with basic operating infrastructure and the inter relations between system components (AV, network and desktop) as a background to effective problem diagnosis.

Familiar with the concepts of IT Security with an emphasis on user registration and access control

Software Upgrades /Troubleshooting

Hardware Installs / Upgrades / Repairs

Customized Computer Building

Equipment purchasing & disposal

WORK EXPERIENCE

SENIOR TECHNICAL SUPPORT ANALYST American College of Surgeons

7/16- Present

AV customer support, operations, maintenance for all Executive Conference Rooms, Offices, and Executive Events for Crestron,ClickShare and Owl conference room equipment.

Executive white glove support with confidentiality, integrity, and professionalism.

Communicate effectively with customers, partners, third party service providers, and upper management conveying technical information to non-technical personnel.

Support a total of 500 users.

Manage daily events for Executive boardroom meetings (Teams meeting, etc.)

Conference room equipment management (Crestron, Click Share, Owl, etc.)

Support the latest IT/AV initiatives including video-conference. Flawless delivery of audio-visual events, including live streaming and multi-point video-conference.

Diagnose and repair client AV devices and peripherals.

Manage and respond to escalated issues via ticket systems (Zendesk, Footprint).

Knowledge of audio mixing consoles, wireless microphones.

Act as a critical escalation point for tier 1 and 2 team members.

VPN Support (Barracuda).

VMware Virtualization.

Software Deployment, Quality Assurance testing, Installation, and Administration (Office 365, Adobe Acrobat, SAS. TOAD, SPSS, etc.).

Operating System Deployment and Maintenance (Windows 11).

Hardware Deployment and Builds (Surface Pro 7 / MacBook Pro / Hp/Lenovo systems).

Active Directory Management.

Printer Support (Network and Local).

Remote Support (LogMeIn, Quick Assist, and TeamViewer)

Work across departments to execute on projects and provide and edit documentation for knowledge base.

SENIOR TECHNICAL SUPPORT ANALYST-Helpdesk manager- Muscular Dystrophy Association, Chicago IL

07/15 - 09/15

Interface with management/IT staff, gather information, provide guidance and coordinate site activities. Led remote troubleshooting, information gathering, and systems repair

•Primary support for all executives and staff in corporate office

•Produced new policies and procedures for the entire IT department per CIO request

•Liaison between end-users and vendors to ensure the management of the technical environment.

•Worked with project management to troubleshoot issues with office 2013 deployment

•Setup and deployed new laptops to executives and staff in corporate office

•Worked with system admin to setup back-up shared drive for executives

•Utilize Active Directory with Windows Server 2008 to unlock user accounts, grant permission accesses

•Migrated of Office 2013 software that utilize Lync for internal messaging

•Managed technical support technician and helpdesk staff

•Monitored and assigned tickets from helpdesk/tech’s queue

•Utilized PDQ software for remote software deployment.

•Utilized Logme software for remote access nationwide

•Managed Logme license for offices nationwide

•Managed inventory in the corporate office

SENIOR TECHNICAL SUPPORT ANALYST-American Cancer Society, Chicago, IL

02/11 – 6/15

Utilize iSupport ticket system to apply diagnostic and troubleshooting techniques to successfully resolve technical and customer support issues for over 300 end users

•Primary analyst for American Cancer Society executive officers in the IL Division

•Lead analyst servicing Illinois region encompassing 18 offices

•Utilize Bomgar® remote desktop software

•Utilize Active Directory with Windows Server 2008 to unlock user accounts, grant permission accesses, and move systems to correct OU

•Training end users to properly use equipment /software

•Research and deploy Windows 7 roll out

•Setup and maintain workstations and printers

•Install Office 2010/Lotus Notes software

•Office migration from Lotus Notes 8.5 to Office 365

•Install/replace cad5 cables

•Install/upgrade/repair computer hardware

•Install/upgrade software

•Overseeing IT hardware inventory and deployment in corporate office

•Equipment purchases for end users

•Setup Blackberry® PDAs and installed necessary software for requested users

•Setup Ipad/Iphone and smart phone with mail access.

•Setup and install VPN software for remote users access.

•Image/reload OS of desktops/laptops with windows 7 and XP system

•Perform moves, change & disposal of requested system/hardware/services

•Maintain both analog and IP telephone systems

NETWORKING & TECHNICAL SUPPORT ANALYST-Resolution Services, Inc. Chicago, IL

03/10 – 02/11

Analyzed and serviced computer setup and maintenance for various commercial clients such as American Cancer Society & 20th Century Fox. Specialized in servicing national non-profit and film studios.

•Utilized Active Directory to unlock user accounts, grant permission accesses

•Data backups/data recovery

•Applied diagnostic and troubleshooting techniques to successfully resolve technical and customer support issues

•Setup and maintained network and commercial printing systems

•Setup workstations (IBM/Lenovo’s®, Macintosh®, Sony®, Gateway®, Dell®, Hewlett-Packard)

•Setup and installed wireless access points for commercial offices

•Setup Ipad/Iphone and smart phone with mail access

•Setup Blackberry® PDAs and installed necessary software for requested users

•Installed/replace cad5 cables

•Computer hardware installs / upgrades / repairs

•Software installs / upgrades

•Desktop/laptop purchases for end users

•Deployment of new desktops/laptops with windows 7

•Setup and installed VPN software for remote users access

•Imaging/Reloading OS of desktops/laptops with windows 7 and XP system

•Performed moves, change & disposal of requested system/hardware/services

•Custom building of computer system for residential users

•Workgroup set up

DESKTOP SUPPORT ANALYST - Ryerson, Inc.; Chicago, IL

03/05 – 03/10

Utilize Blue Notes ticket system to analyzed and serviced computer setup and maintenance for 6,000 end users (on as-needed basis) for multi-billion dollar metal distributor/processor.

•Primary analyst for Ryerson’s executive officers

•Utilized Active Directory to unlock user accounts and perform password management

•Utilized Dame Ware® remote desktop software and led training of team on Microsoft Share view® remote desktop software to maximize productivity of technical support teams

•Deployed thin clients to maximize efficiency and work-productivity of user groups

•Performed national workstation set-up

•Deployed Windows XP roll out and maintained Microsoft Windows®

•Installed Microsoft Office® based programs

•Setup and maintained printing systems

•Setup Blackberry® PDA’s and installed necessary software for requested users

•Installed inventory & screen capturing applications (AS400®, Snagit®, etc.) and other software

•Pilot team member performing SWIMAGE® reimaging on desktops and laptops

•Setup and installed VPN software for remote users access

•Input log book updates, communicated daily status, & provided inventory reports to team members & management

•Applied diagnostic and troubleshooting skills to successfully resolve technical and customer support issues

•Purchased new hardware/desktops/laptops per management approval

•Performed moves, change & disposal of requested system/hardware/services

SENIOR COMPUTER ANALYST - Baker & McKenzie International Executive Offices; Chicago, IL

01/00 - 03/05

Responsible for setup and maintenance of 750 end users and over 250 lawyers for multi-billion dollar law firm.

•Group leader of 5 team members for the installation and repairs of IBM/Dell® and OEM equipment & workstations

•Setup and maintained Microsoft Windows 2000® and Outlook 2000®

•Installed legal applications (Lexis-Nexis®, Carpe Diem®, Westlaw®) and other software

•Setup and maintained printing systems

•Inputted log book updates and provide daily status reports to management and team members

•Applied diagnostic and troubleshooting techniques to successfully resolve technical and customer support issues

•Setup local and international video conferences utilizing Polycom ViewStation® FX/VX 4000

•Setup Blackberry® PDAs and installed necessary software for requested users

•Performed moves, change & disposal of requested system/hardware/services

SERVICE TECHNICIAN - Technology Service Solution/IBM; Calumet City, IL 03/97-01/00

Responsible for service on diverse array of corporate and individual client computer equipment for local company subcontracted by IBM, a multi-billion dollar computer company.

•Setup workstations (IBM/Lenovo’s®, Macintosh®, Sony®, Gateway®, Dell®, Hewlett-Packard®, etc.)

•Setup and maintained printing systems

•Installed software in workstations

•Repair hardware on workstations

•Applied diagnostic and troubleshooting techniques

•Repaired failures and IBM® and OEM equipment

ASSEMBLY LINE TECHNICIAN - Manufacturing Technical Temps; Westchester, IL 10/94-07/96

Performed assembly line electronic service on manufacturing and automotive/diesel equipment.

•Responsible for mechanical and electrical assembly

•Responsible for wiring and testing battery boxes on heavy equipment

EDUCATION

•BS, Electronic Engineering Technology

ITT Technical Institute, Matteson, IL; 1998

CERTIFICATIONS AND MEMBERSHIPS

•Chicago Public Schools (CPS) Developing a Curriculum (DACUM) Committee Member, 2010

Assisted in development of curriculum for citywide IT programs for public high school students

•A+ Certified

•IBM & Dell Computer Certified

•HP Certified Technical Training

•MS-700 Management Microsoft Team

•ITIL 4 Foundation Certification in IT Service Management

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