Engineer Support

Matthew Harris

***** ****** *** *****: 708-***-****

Homewood, IL 60430 Email: ***************@*******.***

IT SUPPORT TECHNICIAN

DEDICATED QUALIFIED PERFORMANCE DRIVEN

Accomplished and certified IT troubleshooter with extensive leadership experience in optimizing performance, analyzing and resolving technical issues, and executing critical strategic initiatives. Expertise in software development and testing, network administration, systems administration, vendor negotiations and technical support in environments ranging from mid to large scale complex enterprise environments. Skilled manager with vision and strategy to effectively drive projects by process improvement and functionality. Excellent communication, analytical and problem resolution skills. Adept at building positive relationships and working with all operational levels, from executives to end-users.

Areas Of Expertise

Help Desk Support

Software Development, Testing

Network Setup, Support

Team Leadership

Process Improvements

Troubleshooting

Customer Service

Lead Desktop Analyst

Vendor Management

System Administration

Enterprise Solutions

Professional Certifications

Microsoft Certified Systems Engineer

Microsoft Certified Systems Administrator

CompTIA Security Plus Certification

CompTIA A Plus Certification

CompTIA Network Plus Certification

Professional Experience

ROBERT W. BAIRD

Chicago, IL

Service Desk Specialist Dec. 2014 – Present

Provide outrageous client service using a combination of effective communication and troubleshooting skills to resolve client issues and fulfill requests.

- Ask appropriate probing questions to gather relevant information to aid in resolution of request

- Effectively utilize knowledge management system when troubleshooting client issues.

- Troubleshoot and image PCs, printers, and cellphones.

- Document, track and monitor client incidents and requests in ticketing system to ensure timely and accurate resolution.

- Set client expectations when opening and assigning tickets and ensure all request/services are executed on time in accordance with service level agreements with the business.

- Prioritize and escalate support incidents and requests based on business impact and documented guidelines.

- Communicate technical information to both technical and nontechnical personnel.

- Identify trends with incoming calls to effectively initiate incident escalation process where appropriate.

- Make recommendations to better assist associates and improve the overall efficiency of daily operating procedures.

- Acquire and maintain current knowledge of core hardware standards and applications, as well as new technologies/applications being introduced in order to provide technically accurate solutions to clients. - - Participate in rotational “on-call

FRANCISCAN ALLIANCE INFORMATION SERVICES

Saint Elizabeth Hospitals, Lafayette, Crawfordsville, IN

End User Support Supervisor Jan. 2013 - July 2014

Lead technical staff in providing second level support for customer issues with currently implemented solutions, including PCs, servers, communicating equipment, and all applications. Design, develop, configure, implement and support full technical solutions including process

Assess client needs and recommend PC and related equipment to end users

Administrate end user device procurement and disposal

Respond to and resolve customer trouble logs

Work with vendors to troubleshoot issues or to install solutions

Manage and evaluate employee performance and write performance reviews

Delegate and monitor technical staff work assignments in alignment with each employee’s capabilities

Interview prospective employee candidates and recommend appropriate actions regarding hiring, promotion, and reassignment

T-SYSTEMS NORTH AMERICA, INC

Service Desk Specialist Jan. 2012-Jan. 2013

Coordinated, researched and responded to service requests for issues regarding Windows 7, XP Pro OS, and MS Office applications including Outlook, Lotus Notes, Internet Explorer, and a variety of clients developed applications; managed Help Desk e-mail queues and other communications

Provided customers with technically accurate solutions and Help Desk Services that met or exceeded the initiatives identified by End-to-End Services teams and Operational departments within IS

Trained new Help Desk team members and provided on-going training for all team members

Participated in team projects focused on enhancing the quality or efficiency of Helpdesk services

Consistently met goals in supporting incoming calls for approximately 6,000 external employees with the answer time of 30 seconds and abandon rate 5%

Incident Owner -responsible for initial submission of incidents and closure of all incidents

US DEPARTMENT of COMMERCE

IT Specialist June 2008-Nov. 2011

Oversaw, managed and maintained various LAN related technologies supporting systems in the Regional Center and 37 satellite locations to sustain 2000+ end users. Provided escalation support by troubleshooting and resolving various issues related to remote desktop administration, networking related issues, systems support, and proactive monitoring.

Installed, configured, and troubleshoot multiple core LAN/WAN technologies and peripheral devices supporting routers, switches, servers, VoIP equipment

Responsible for adding/deleting, backing up, and updating operations primary database with accurate, detailed information for various clients

Created new user accounts and created group objects in active directory

Provided Level 1and Level 2 technical support and delegated staff responsibilities to promote efficiency and productivity

Administered, upgraded, and monitored various workstations and end users utilizing technologies including Windows, Novell, Active Directory, and Cisco routers/switches

EDDIEZ’S BLINDS & DRAPERY

Systems Engineer Apr. 2005-Feb.2008

Provided first level support to end users onsite and remotely to regional offices on any and all networking and systems administration issues. Ensured that all systems and information in the LAN/WAN environment were secured and protected

Maintained a development lab running virtual and physical Windows 2003/2008 servers utilizing on Dell hardware

Assisted vendor developers with the implementation of new and patched application server software

Maintained, upgraded, and oversaw various workstations by evaluating and replacing equipment, verifying and upgrading applications, and deleting all unwanted threats to the necessary files.

Installed, configured, and maintained various standard programs and proprietary applications in managing the database and corporate information

Analyzed, backed up, and secured data/voice systems files utilizing various software applications including SonicWall, Symantec, and Veritas on a periodic basis

Created new user accounts and created group objects in active directory

COMMUNITY BANK OF LAWNDALE

Information Technology Manager Mar. 2002-Feb. 2004

Primary roles included ensuring all staff and clients in the local area network (LAN) are properly supported, managed, and maintained on a day to day basis. Managed, analyzed, and resolved any escalated technical and escalation support issues related to network connectivity, systems malfunction and/failure, and other support related issues.

Tested, implemented and troubleshot new and existing server and desktop applications on windows platform for internal banking employees

Supported and maintained various email, file/print, backup files, application server, and remote server issues onsite and remotely for staff members and clients while delegating responsibilities to maintain efficiency within the wide area network

Developed and implemented policies and procedures including proactively creating a disaster recovery plan, data integrity policies, and security measures.

Education

DeVry University, Bachelors of Science, Technical Management in Information Systems In Progress

Technical Skills

OS & Enterprise Apps: Windows Server 2003/2008, Exchange Server 2007, Cisco IOS, Novell, Sonic Firewall, Active Directory, McAfee Anti-virus, Symantec Anti-Virus, Veritas Backup Exec, SUS, Ghost Enterprise, DNS, WINS, DHCP, Remote Desktop, Remedy, Cosima and HEAT Ticketing System.

Network Technologies: Cisco routers, switches, Ethernet, Fast Ethernet, WAN, LAN, TCP/IP.

Desktop Technologies: Windows 98/2000/XP/VISTA/7, Microsoft Word, Excel, Access, Power Point, Internet Explorer, Mozilla Firefox, Desktop and Networked Printers.

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