Desktop Support Office
Resume:
Darlene Kline
*********@*****.***
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 consi
stently 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 2nd 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- July 2020
Field and IT Technician
provide support to end users and remote users on 53 regional airports
installed and configure HP laptops HP tablets, desktops 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, Sabre, Gate Reader, SPE2, Microsoft one drive, Microsoft teams
Support senior management users and office staff users
assist with infrastructure maintenance and upgrades, 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 share point in active directory
unlocking and resetting user accounts in active directory
resolving tickets in Cherwell
Switch upgrades, Veeam Backup software
Lamb Weston (Experis) March 2018- March 2019
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
maintain VM ware virtual servers Veeam back up
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 mailboxes.
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 move, 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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