Darlene Kline

630-***-****

adebu6@r.postjobfree.com

Summary:

Customer-focused Desktop Support Technician with more than 10 years of success in a variety of computer operating systems applications and hardware. Analytical and adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.

Education:

Westwood College, Chicago, IL

Bachelor of Applied Science in Network Systems Security

The Chubb Institute, Villa Park, IL

Diploma in Network Engineering and Data Communications

Certifications:

Certified Novell Administrator

Network +, A+ Certified Service Professional

Microsoft Certified Professional - Windows XP

Skills:

MS Active Directory

Share Point 2010-2016,O365

MS 2003-2016 Server/Client

MS Server/Workstation

MS Exchange Server 2012, 2016

MS Office: 2000 thru 2016,O365

OS's: DOS, 2000, XP, Windows 7 & 8, 10

MS Mobile/ /iOS, Air watch /Android

VM Ware 5.1, 6.7

Cisco/Linksys Switches/Routers/Access Points

Symantec/Norton – McAfee, Trend Micro

PXE imaging, SSCM imaging

PointSec Encryption Software

Apple MAC OS 8 - 10, IPhones & IPads

Red hat Linux, Fedora, Ubuntu

VPN & TeamViewer Remote, RDP, MS teams, Cisco Jabber

Câble/DSL/Fiber/T1&T3/Frame Relay

Imaging Systems Implementation, Design & Support (MDT, SCCM over 6 years )

Printer/Scanner/Print Server Network support

Server/Desktop hardware Build & Repair

Network switching systems & Infrastructure

Email Administration Exchange 2016, O365

Executive Support

Backup & Recovery for Disaster Management

Crisis systems support

1st and 2rd Level Desktop/Server/Email Support

Asset Management/Inventory Services

Client level Desktop/Project/IMAC support

Break/Fix all levels of Hardware/Software

Help Desk Support

Internet, Broadband, and Thin Client Support

Domain/DNS/Fax/FTP/VLM/Data/Server

Professional Experience:

American Airlines March 2019- current

Field and IT Technician

provide support to end users and remote users on Windows 7 and Windows 10

installed and configure HP laptops HP tablets using, Windows 7, Windows 10 operating systems

trouble shoot all issues within Microsoft office 365 suite

remote support for multiple users via MS teams, Cisco Jabber, RDP

installed various company applications to include office 365, Sap, SDS discovery 8, Creston, Asi, Microsoft one drive

Support senior management users and office staff users

assist with infrastructure maintenance, installing UPS, switches

assist with upgrades from windows 7 to windows 10

assist with upgrades from Microsoft office 2010 to Microsoft office 365

assist with setup of Microsoft one drive for users

perform it support tickets granting user with network access in active directory

unlocking and resetting user accounts in active directory

resolving tickets in Cherwell

Lamb Weston (Experis) March 2018- current

Desktop Support

provide support to end users and remote users on Windows 7 and Windows 10

installed and configure HP laptops HP tablets using, Windows 7, Windows 10 operating systems

trouble shoot all issues within Microsoft office 365 suite

remote support for multiple users via Bomgar and Webex

installed various company applications to include office 365, Sap, SDS discovery 8, Creston, Asi, Microsoft one drive

Support senior management users and office staff users

assist with infrastructure maintenance

assist with upgrades from windows 7 to windows 10

assist with upgrades from Microsoft office 2010 to Microsoft office 365

assist with setup of Microsoft one drive for users

perform it support tickets granting user with network access in active directory

unlocking and resetting user accounts in active directory

resolving tickets in service now

HCL, April 2017 - March 2018

Desktop Support Specialist

Performed network administration functions, created user accounts/permissions, reset passwords, and administered group policies in Active Directory.

Installed, configured, maintained, and supported all computers, IPhone, Surface Pro within the network.

Provided desktop support for over 10,000 users in provide Windows10, Windows 7, MAC support IOS 11.

Trouble shooting LAN and Wan issues.

Support and configured Outlook mail boxes.

Managed national refresh project using MDT, SCCM for over 10,000 devices for clients.

Supported marketing director, sales director and vice presidents for any IT support.

Delivered printing solutions and peripherals, e.g., scanners/copiers, digital senders, and fax machines.

Supported IPhone, androids using Citrix secure hub.

Executive support.

Resolving and Troubleshooting Office 365 as well as deploying Office 365, one drive, via remote and deskside.

Security issues using Aveco.

Ticketing system Service Now.

Nippon Express, Nov 2016 - March 2017

IT Support/Executive Support Specialist

Performed network administration functions, set up network user accounts/permissions, reset passwords, and administered group policies in Active Directory.

Installed, configured, maintained, and supported all computers, IPhone, Surface Pro within the network.

Provided desktop support for over 10,000 users in Nippon Express, provide Windows, MAC support.

Trouble shooting LAN and Wan issues.

Supported VIP, president and vice president for computer related support.

Support and configured Lotus Notes.

Supported CISCO polycom video conferencing room.

Managed national refresh project using MDT, SCCM for over 10,000 devices for clients in over 20 locations.

Delivered printing solutions and peripherals, e.g., scanners/copiers, digital senders, and fax machines.

Executive support.

Troubleshooting Office 365 and deploying Office 365.

Ticketing system Remedy.

Level 3 support

Videojet, Wood Dale IL April 2015 - Oct 2016

Desktop Support Specialist/Executive desktop Support

Performed network administration functions, set up network user accounts/permissions, reset passwords, and administered group policies via DRA and Active Directory.

Installed, configured, maintained, and supported all computers, IPhone, Surface Pro within the network.

Provided desktop support for over 5000 users in Videojet and Danaher Organization, provide Windows, MAC support.

Executive support including directors, VP and CEO.

Supported CISCO polycom devices and conferencing rooms.

Optimized performance by conducting analysis and fine tuning of Videojet LAN.

Managed national refresh project using MDT, SCCM for over 10,000 devices for clients in over 20 locations.

Delivered printing solutions and peripherals, e.g., scanners/copiers, digital senders, and fax machines.

Perform Mozy Installation and configuration.

Troubleshooting Office 365 and deploying Office 365.

Level 3

United Airlines, Elk Grove IL August 2014 - April 2015

Help Desk Level 3 /Executive Desktop Support

Provided system support for remote user's hardware, Mac, IPad, IPhone software, Air watch, MDM, IOS all airline applications.

Remotely handled any technical or support issues for various PDA equipment including. IPads, IPhones, Androids, and bar scanners of the directors of IT, directors of flight operation.

Did provide IT support to CEO and CFO.

Supported cisco polycom devices. Also supported video conference rooms.

Assisted with all clients Active Directory issues, and resolved client login issues thru remote desktop.

Assisted clients with Exchange, Outlook, and all United and Continental software issues.

Troubleshooting Office 365.

Dealt with Windows XP, 7, and 8, Mac OS operating systems.

Used Excel for inventory management and PowerPoint for giving presentations when needed.

Chicagoland Computers, Franklin Park, IL March 2002 – August 2014

Consultant/Contractor

Consulted and executed short term projects for companies such as Comark, Subway, 7-11 Stores, and various contract agencies.

Projects included The Management of 53 MS servers, Novell integrations, Event Monitoring, Server Policies and Profiles, various large systems moves, and technical writing and documentation.

Performed daily service calls for home users of PC's and Small Business Networks including installation, configuration, and administration of Windows XP, Vista, and Windows7, MS Server 2003-2008, Cisco switches and routers, complex data and real-time video streaming, and multi-protocol environments.

Responsible for end user setup and support, server-domain and email administration, internet-broadband connectivity, and desktop, server, and/or printer support and maintenance.

Resulted in repeat client calls due to a satisfied client need and higher profit margins achieved through streamlining of technical procedures, techniques, and hardware.

Imaging using SCCM.

Supported Windows XP, 7, and 8, Mac OS operating systems issues.

Executive support.

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