Technical Support Help Desk

BRIAN FERGUSON

Chicago, IL ***** 773-***-**** ***********@*******.***

HELP DESK ANALYST / TECHNICAL SUPPORT

An accomplished, reliable professional with 13+ years of experience specialized in information technologies and help desk operations. Leverages proven abilities in time management, problem-solving, and negotiations to formulate solutions for swift technical resolution. Takes ownership of a best practices process and formulates policies to achieve full compliance with company objectives. Expert communicator of technology concepts and best practices to non-technical business users. Performs a wide range of duties, including end user training, systems administration and technical support. Can easily work independently or collaborate with multi-disciplinary teams. Active Secret Clearance. Honorably Discharged U.S. Army Veteran.

SIGNATURE COMPETENCIES

PROFESSIONAL EXPERIENCE

TEKsystems (Mars Wrigley –Goose Island) Chicago, IL May 2022 to June 2023 Contract Technical & Project Support

Performed on-site & remote Tier-1 & Tier-2 helpdesk technical, application, administration, and end-user computer stanchion fix/reimage/replacement as deemed necessary per EOL/warranty guidelines.

Implemented ThinkSmart Hub for Microsoft Teams numbering 30+ conference room builds & support.

Performed monthly computer hardware inventory audits via ServiceNow. SAC Wireless (A Nokia company) Chicago, IL February 2021 to June 2021 Contract Project Technical Support

Provided entirely remote Tier-1 & Tier-2 technical support, application support, administration support, and end- user computer reimaging/replacement as deemed necessary to relieve senior-support personnel to accomplish on-going Nokia-assigned tasks.

Also, largely assisted in the off-boarding & removal of SACW equipment from the decommissioned Chicago, IL office to the newly-designated Elgin, IL company headquarters. Ipsos North America Chicago, IL August 2014 to June 2020 Computer Technical Support Specialist

Exceptional point-of-contact agency for VIP executive clients, researched and provided real-time status reporting to stakeholders.

Onboarded 10 or-so new-hires every month; assigned computers and necessary peripherals to each to include all requisite software and network access permissions.

Provided Tier-1 & Tier-2 technical support, application support and administration support for the network.

Researched, gathered, and organized information for escalating trouble/problem-situations to other teams.

Assisted in data integrity and environment checks for alarms, alerts & other various system failures.

Configured, installed, maintained and upgraded computer systems hardware and software. Remote & Onsite IT Support

Help Desk Operations

Communication

Networking

Hardware Support

Remote & Onsite Computer

Training & Mentoring

Troubleshooting

Data Management

Technical Issue Analysis

Problem Solver

Decision Making

Remote & Onsite Application

Customer Support

Database Environments

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Administered and maintained security of operating systems; instrumental in troubleshooting data connectivity issues.

Twice received “Applause Award” for exceptional performance. Berlin Packaging Chicago, IL August 2008 to November 2013 Help Desk Analyst

Performed system onboarding configurations; instrumental in computer installs & deliveries.

Installed, configured, set-up corporate network/telephony access.

Replaced/upgraded hardware, installed/upgraded software and conducted troubleshooting of networks and other various problem-issues for users.

Provided excellent communication with users and completed necessary training/orientation.

Maintained a customer database; ensured calls were addressed in a timely & efficient manner.

Point-of-contact for VIP clients, researched and provided real-time status reporting to stakeholders.

Maintained accurate records & accounts of service tickets and support calls. United States Army Various Locations

Aerial Navigation / Reconnaissance

Combat Veteran of Operations Desert Shield & Desert Storm. EDUCATION

Computer Information Systems

DeVry Institute of Technology Dallas, TX

TECHNICAL PROFICIENCIES

Operating Systems: Microsoft Windows Autopilot & PXE operating system reimage, Windows 10, Azure Active Directory/Endpoint Manager, Apple macOS High Sierra 10.13, Mojave 10.14, Catalina 10.15, Ventura 13.4

Office Suites: Microsoft Office 365, Microsoft Office 2019 for Apple Macintosh Mobile Devices: Apple iPhone, iPad, Intune, Samsung Galaxy Smartphone, Microsoft Windows Surface Pro Tablet

Email/Communications: Microsoft Outlook, Teams, Skype, IBM Lotus Notes VPN Remote Network Access: Zscaler, Pulse Secure, Cisco AnyConnect Secure Mobility Client, FortiClient VPN Security & Inventory: Okta Verify, CyberArk EPM, Bitlocker Drive Encryption, McAfee VirusScan Enterprise, CrowdStrike Falcon, Sandbox Cybersecurity, SNOW Inventory Asset Management, ServiceNow & ServiceDesk Plus ticketing/computer & smartphone asset inventory management

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