Professional Summary

Accomplished IT Professional with over 20 years of experience in various help helpdesk and technician work. Proficient in troubleshooting various hardware and software issues. Experience in troubleshooting servers, Dells, and HP laptops and desktops. Continued experience in providing level two support to various clients as well as providing field services for various clients throughout the United States. Educated at DeVry University and certified in HP LaserJet Printer repair.

Professional Experience

Rockwell Automation (Contract) April 2020 - Present

Win 10 Deployment Technician

Imaging Windows 7 Laptops

Backing up user data and restoring data

PC Hardware Upgrade / replacement

Price Waterhouse Coopers (Contract) September 2019 – March 2020

Help Desk Technician

SCCM Machine management.

Help Desk desktop support technician, Service Now ticket resolution.

Laptop Hardware Diagnosis and repair.

Audio Visual Support Crestron, Air media, Air Parrot

ITSM service desk procedural processes.

Milwaukee County Help desk (Contract) February 2019 – September 2 2019

Help Desk Technician

Asset Management Database Administration.

SCCM Machine management.

ITSM service desk procedures

Active Directory administration / Password resets.

Help Desk desktop support technician.

Microsoft MFA administration.

Remote Management Support.

VMware support

Horizon Pharmaceuticals (Contract) August 2018 – February 2019

Deployment Technician Windows 10

Asset Management Database Administration.

SCCM Machine management.

Lotus notes installation and support.

MFP Cannon and HP printer Maintenance.

Active Directory administration.

Help Desk desktop support technician.

Microsoft MFA administration.

New hire setup and teardowns.

Abbot Laboratories (Contract) February 2018 – August 2018

Win 10 Deployment Technician

Troubleshoot PC hardware desktops and laptops.

Office 365 troubleshooting including web based uninstalls and reinstallation.

Reinitialize mail profiles on Office 365 or backup when necessary.

Repaired damaged Dell laptops.

Imaging, software installation, and training of corporate interns and employees.

Performed password resets.

Provide Level 2 desktop support, imaging, troubleshooting, and hardware repair.

Troubleshoot printers when issues occur.

Provide Windows 7 and Windows 10 Desktop Support.

Decommissioning and deployment of leased equipment.

Remedy Ticket resolution and closures.

Provided VIP support to the executives on Abbott campus.

Trained the executives on the new PCs, installed new equipment and software including printers, document scanners, and card readers.

ZT Systems (Contract) December 2017 – February 2018

Data Center Technician

Diagnose and troubleshoot Hewlett-Packard Z.T. and Microsoft servers.

Hardware and software repair various model server types.

Troubleshot servers.

Windows 2008 Server Software troubleshooting.

Windows 2010 Server Software troubleshooting.

Hyper-V and putty management remote session knowledgeable.

Ticketing system and asset database daily updates.

Copper and fiber cabling and wire management cleanup.

vSphere support for virtual desktops

US Bank PC Refresh (Contract) August 2017 – November 2017

Lead Desktop Technician

Instructed and led a team of technicians

Inventory and inspection of shipped equipment

Printer installation, setup and bank software configurations

Performed password resets and imaging

Office 365 troubleshooting, uninstalls, reinstallation, and file backups

Desktop troubleshooting and hardware repair including: HP Desktops and IBM Laptops.

Lotus Notes install and support.

Customized the customer’s software post machine deployment

Installed MS Suite 2013 and 2016 depending on the image

Hardware testing, lotus notes and Outlook client configuration.

Clonezilla Imaging software

CVS (Contract) January 2017 – August 2017

Travel Desktop Technician

Lead Printer Technician provided asset tracking, training, and network switch patch panel identification

HP Certified Laser Printer Technician

Provided senior level printer repair and support

Network configuration and troubleshooting of printers

Provided Level 3 support HP, Zebra, Datamax label printer I.P. reconfiguration

Office 365 troubleshooting and software break /fix.

Jet direct hardware support using Jet administration software, telnet and putty

Office 365 reinstallations.

Installed MS Suite 2016

Backing up then restoring Dell, IBM, HP desktops and laptops after reimaging

Software configuration of pharmacy specific, government regulated applications

Rush University (Contract) April 2016 – July 2016

Help Desk/Desktop Analyst

First line of technical support to the Rush employees, students, and faculty

I-Support ticketing system documentation

ITSM service desk procedures

Remote Access administration, via phone and remote control administration

Virtual Desktop administration, troubleshooting, and password resets

Office 365 troubleshooting

Installed MS Suite 2013

J.P. Morgan Chase Bank (Contract) July 2014 – November 2014

Help Desk Technician III

Retrieval and configuration or decommissioning of laptop /desktop computers

Software installation and configuration of Chase Bank business applications

Cisco Telepresence teleconference support

Asset Management and tracking

Installed MS Suite 2013

Lotus notes and Outlook email configuration/administration.

The Salvation Army (Part Time) January 2014 – July 2014

Help Desk / Desktop Technician

Provided Level II help desk support for staff

Password administration for lotus notes 9.X, Windows 7, RMS, Citrix, remote VPN, and Kronos

First line of support for printing irregularities. HP LaserJet printer support

P.O.S. kiosk support and service

DeVry University (Contract) July 2011 – January 2013

Help Desk Technician

Provided Level I help desk password administration support for faculty and staff.

Goodwill Industries (Contract) March 2010 – October 2010

Laptop Technician

Provided Level II technical support fielding all technical issues from wireless printing to data recovery

Server, home, and office grade Linux, Macintosh, and Microsoft software installation and upgrades

Participated in Windows Vista to Microsoft 7 conversion

Final testing and troubleshooting of final product prior to retail sale of computers to the general public

Vertical Lift Components September 2008 – February 2009

Mechanics Assistant

Disassembly, cleaning, inspection, and reassembly of various ex-military UH-1H helicopter parts and assemblies

Adhere to FAA Asset Identification Protocols

Complete overhaul and buildup of UH-1H helicopters within the FAA repair station

Tele Network (Part-time) October 2008 – June 2009

Help Desk Support Analyst

Level 1 phone support in the residential customer department

Remote control desktop administration

Create Microsoft mail and Outlook e-mail accounts for CenturyTel customers

Firewall and antivirus installation and configuration

The Warranty Group (Contract) November 2007 – September 2008

Support Technician

Document Scanning Specialist

Document Scanning on high speed scanner

Chicago Magnesium Casting Co. October 2006 – November 2007

Chill Control Technician

Deployment and retrieval of foundry specific tools (chills) heat sinks

Thin client Citrix support and troubleshooting

Developed and deployed asset identification system

Home Depot (Contract) October 2005 – October 2006

Field Engineer

Wireless Network router removal, configuration, and Installation. ( Cisco WLSEE BOXES) Citrix support

Hardware and software inventory and Testing

P.C. rebuild, re-imaging, and deployment

Bank of America (Contract) June 2002 – January 2003

Deployment Technician Win XP

Participated in Windows XP rollout on a wireless network using Cisco wireless hardware

Resolved user's technical problems as first point of contact; escalated if needed

Andersen LLP August 2000 – April 2002

Help Desk Analyst

Tier 2 computer support for both internal office and remote users

Participated in the new hire training as a part time trainer once a week

Appointed as the project lead for numerous projects while at Andersen

Video conferencing support point person

Cova Financial Services November 1999 – July 2000

Help Desk Support Technician

Tier II Desktop support technician

VPN support and troubleshooting

Provided remote technical support to over 50 licensed broker dealers nationwide with 24/7 on call support

Responsible for nightly backups and daily server maintenance.

Completed lotus notes R5 deployment to the firm by way of silent network installation

Lucent Technologies (Contract) July 1998 – November 1999

Level II Help Desk support

Daily ticket resolution for hardware/software support

Citrix network support/VPN Connectivity troubleshooting

HP LaserJet Printer repairman.

Lotus notes installation and support.

(Project Lead).Managed a staff of six technicians engaged in the deployment of MS Office 97 supporting 300+ end users

Price Waterhouse Coopers LLP February 1997 – September 1998

Help Desk Support Analyst

Daily ticket database resolution

Lotus notes troubleshooting and support.

Responsible for daily Novell 3.x and NT 4.0 network backups using arcserv

Windows Terminal Server software support

VPN Secure Client support for home/remote users

Audio Visual system support Polycomm

Sentinel Technologies November 1995 – February 1997

Customer Engineer

Obtained HP Certification and supported various printer models from the LaserJet II to the HP LJ8000

Adhered to asset tag/recovery tracking procedures

Hands on computer hardware support and break/fix technician

United States Army August 1990 – November 1994

UH-1H10 Helicopter Mechanic

Participated in dozens of daily maintenance procedures, phase and non-phase level inspections, and post maintenance test flight adjustments

Education and Training

Micro-Train June 2011- October 2011

A+, Network +,Windows 7, Server 2008R2

Network Troubleshooting, DHCP Static I.P. configuration

DeVry Institute of Technology February 1997

AAS Degree (Associate of Science)

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