Gregory Shackleford

**** ***** ***

Aurora, IL **504

630-***-****

ada9jr@r.postjobfree.com

www.linkedin.com/in/gshack44

Minimum salary requirement: $75,000 annually

Professional Experience

Stewart Title Insurance Company – Addison, IL (and Chicagoland area) February 2017 to Present

Regional Field Support Specialist - Level III

Performs upgrades on computer systems to ensure quality performance on a long-term basis

Coordinates configuration/installation and moderately complex trouble shooting of PC hardware and software

Implements hardware and software testing as directed

Collaborates with network services, software systems engineering and/or application development to restore service and/or identify problems

Provides on-site and remote support to field offices to resolve technical issues

May provide field support for the implementation of enterprise projects initiatives

Assists with coordinating office openings, moves and closures by performing site surveys and creating/assigning child tickets as needed

Handles new user computer setups and processes termination-related hardware decommission requests

Displays some creativity and latitude in regard to identifying and resolving complex technical issues with computer systems with assistance of a team

Works with a team to respond to priority cases such as work stoppages with a sense of urgency and in compliance with documented service levels including but not limited to: problem recognition, research, isolation, customer updates, incident documentation, case resolution and user follow-up

Prioritizes case and call queues to resolve outstanding tickets in a timely manner; provides proactive communication and status updates to impacted users

Serves as a technical escalation point of contact after users have completed the initial support request process through the Help Desk

Takes ownership of user problems, follows up the status of problems on behalf of the user, and communicates progress in a timely manner

Serves as a subject matter expert on core applications

Physicians Immediate Care - Plainfield, IL (and Chicagoland area) December 2014 to February 2017

System Administrator

As a small IT team of 5 employees, manage 40+ healthcare clinic locations and 750+ users in the Chicagoland Area.

Provide frontline helpdesk support for telephone, email, and web requests.

Assume ultimate maintenance and support responsibilities for internal computers, phones, and business critical systems.

Deployed Windows 10, as well as many other software and policies, via a deployment program called PDQ Deploy (similar to SCCM)

Constantly searched through the 5000+ group policies to find the most effective for our organization. Thoroughly tested these policies and helped to deploy them to computers on the network.

Identify recurring problems, work with the team to identify the root cause, then plan and execute the necessary steps to eliminate possibility of re-occurrences.

Administer users in Active Directory, Microsoft Exchange, Group Policy and other management programs.

Manage the complete internal IT environment including monitoring, maintaining and troubleshooting all networking and infrastructure components.

Properly identify problems, research solutions, and resolve the issues.

Correctly document and maintain all requests for service to ensure a timely and acceptable resolution.

Prioritize, track and complete assigned tasks.

Install, configure and maintain workstations, printers, monitors, scanners, etc.

Provide support coverage during non-business hours as part of an on-call rotation.

Created, edited, and tested functionality of several servers in VMWare on the domain.

Danaher Corporation - Wooddale, IL November 2012 to October 2014

Senior Technical Support Representative

Update existing dental X-ray equipment, software, firmware and/or hardware remotely.

Answer & resolve inbound calls, emails and chats from Technical Support queues as needed.

Mentor, train, support, and assist Level 1 Technical Support team members as needed.

Answer technical software/hardware application, sales and marketing questions website and/or e-mail.

Respond to questions generated by sales reps, end users, and potential buyers.

Document session notes and complaints in both SAP and Bomgar Remote Sessions.

Follows the proper escalation procedures to ensure the dealer/owner is receiving the level of service and support necessary to resolve their/his/her issue.

Build and maintain current knowledge base and document procedures.

Provide innovative technical solutions to solve complex customer issues.

Communicate technical information to non-technical customers.

Lead/assist with training and quality improvement programs.

Education

Westwood College of Technology – Woodridge, IL – March 2005

Associate Degree in Computer Sciences

West Aurora High School – Aurora, IL – June 2003

High School Diploma in General Studies

Technical Skills

Senior Management ~ System Administration ~ Help Desk Management ~ Active Directory ~ Project Management ~ VOIP Phones ~ Monitoring ~ Networking ~ Firmware ~ Infrastructure ~ Troubleshooting ~ Printers ~ Technical Support ~ Help Desk ~ Microsoft SCCM ~ Incident Management ~ Asset Management ~ Citrix ~ Group Policy ~ Experience with remote support software (GoToAssist, Bomgar, TeamViewer, RDP) ~ IP Camera installation - Office 365 (Word, Excel, Outlook, PowerPoint, OneNote, etc) ~ Windows Server ~ Windows XP, 7,8,10 ~ Conferencing tools (WebEx, GoToMeeting, Skype) ~ Solid understanding of Mac and Linux ~ Strong Networking Fundamentals: DHCP, DNS, VPN, Firewall, File Servers, VLAN ~ Experience working with Cisco Routers, Switch, Access Points, VOIP Phones ~ Microsoft Exchange Server ~ Knowledge of mobile devices (Apple, Android, Windows phones and tablets) ~ VMware 4.0/5.0

*References Available Upon Request

Contact this candidate