Manager Support
Resume:
JERRY JEAN-LOUIS
IT Support Specialist/ NOC Engineer
**** * ****** *** *** 2, Chicago, IL 60625
****************@****.***
Analyze, diagnose, and resolve computer hardware, software, and operating system related issues.
Install, troubleshoot, and maintain network connections, network segments, and internet connections.
Document issues and escalate solution implementations where necessary & Proper documentation formatting skills.
Foster teams and implements team-building strategies.
Adapt to change and stay focused while working independently or on a team.
Dynamic problem-solving capabilities & Resolve technical issues efficiently and effectively.
Deliver quality on-site or remote customer service and support for diverse system users.
Ability to listen, communicate, and analyze computer problems effectively.
Good written communication skills to document problems and resolutions. Strong user interface using good phone etiquette.
WORK EXPERIENCE
NOC Engineer - 3rd Shift
Keno Kozie Associates - Chicago, IL
September 2019 to November 2020
Responsible for ticket triage and troubleshooting of tier 1 and 2 level issues for 40+ clients.
Monitored ticket queue and responded to alerts from systems and requests from users within a standard response time.
Troubleshoot network/server issues including, but not limited to:
oOS issues (Windows & Linux)
oSoftware Operations
oInfrastructure Build (SANS, vSphere Environments, Firewall/Routers)
Communicated issues to other departments and client contacts and our user-base.
Performed daily backup checklists and weekly system health checklists for all clients.
Engaged 3rd party vendors and ISPs in support of client network infrastructure.
Performed root-cause analysis of large-scale issues to implement preventive fixes and lower or completed eliminate & the recurrence rate of the issue.
IT Support Analyst IT Production Services
TIAA/Nuveen - Chicago, IL
December 2018 to August 2019
Building new drives with Windows 7 or 10 O/S & Microsoft Configuration Toolkit
Installing additional applications requiring manual installation steps
Deploys new hardware to end-users including backup and transfer of end-user data and files from old PC to new PC.
Scheduling of deployment with customer
Prepared and post user communication and follow-up.
Support common Windows applications and their configurations including MS Office and Outlook
Return old drive/machine to inventory & ensure inventory systems are updated.
Call support experience & Field questions from End Users
Experience Client Facing and strong ability to communicate.
Service Now, USMT (User State Migration Tool), SCCM (Microsoft System Center Configuration Manager, CMBD
Provide a remarkably high level of customer service while meeting agreed to weekly build and deployment targets while working in a dynamic, complex environment.
IT Support Specialist
The Boston Consulting Group - Chicago, IL
May 2018 to December 2018
Conducted Windows 7-10 migration for 1100 end-users.
Handled on average 30+ tickets per day.
Provided support for Windows Server 2003 to 2008 upgrade
Internal mobile application supports mobile support for Android and iOS.
Systems Support Analyst
Guaranteed Rate - Chicago, IL
September 2014 to February 2018
technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Documents ticket resolutions and workflow using Jira ticketing system.
Train computer users.
Maintain the daily performance of computer systems.
Respond to emails from customers seeking help.
Ask questions to determine the nature of the problem.
Walk customers through the problem-solving process.
Install, modify, and repair computer hardware and software. Clean up computers.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wireless Area Networks (WIFI), and VPN systems.
Install computer peripherals for users & Deploying iPads in a work environment.
Follow-up with customers to ensure the issue has been resolved.
Gain feedback from customers about computer usage.
Handle all daily Encompass administrator responsibilities: including system updates and changes.
Experience with Microsoft Office 365 suite skypes for business on mobile devices installing & configuration company email accounts.
Work as a member of the Windows 10 deployment team migrated 3500 end-users national-wide.
Installed video software conference room systems: Cisco finesse, GoToMeeting, Join.me, Blue-Jeans
IT Level 2 Service Desk Analyst
United Airlines Inc - Elk Grove, IL
November 2011 to January 2014
Managed user accounts issues such as lockouts
Did minor troubleshooting on all servers as local admin including e-mail, files server, Active Directory, DNS, and DHCP issues
Provide level 1 & 2 technical support to end-users worldwide (over 100,000 united airline employees)
Has good knowledge of United's five mainframe systems, Cosmo, General Services, Mileage Plus, and Apollo as well as distributed Systems and Galileo's Network for United & supported pilots with iPad issues.
Supported end-users with email migration from exchange server 2003 to exchange server 2007 which included.
the creation of new .ost files and linking current .pst files.
Supported wireless SSL VPN connectivity issues for remote users.
Perform common virtual desktop management tasks (i.e. monitor and troubleshoot non-persistent virtual desktop pools,
user assignments, remove orphaned virtual desktops, install, and update VMware tools, refresh and recompose virtual desktops, etc.)
Analyzed issues and was able to complete/close calls with minor assistance or determine if calls needed to be escalated utilizing the HP Service Manager ticketing system
Create, monitor, and update trouble tickets using HP Service Manager
Configure, deploy, and support various models of Sun Ray and Wyse Thin Clients
Provide support for physical as well as virtual desktops running on VMware sphere platform brokered through Citrix Xen-Desktop Remote
Work with various support teams to troubleshoot end-to-end connection issues.
Performs analysis of Problem Management data and can create informative reports.
Coordinates facilitate and document moderately complex system Problem Reviews.
IT Support Technician
Barbeau Enterprises - Elgin, IL
October 2011 to November 2011
Imaging, Synchronization T400 IBM ThinkPad's laptops
User testing (email, internet access, host connectivity, customer connect, blackberries)
BOIS configuration
Old hard drive destruction
Installation of branch captures units.
Testing branch capture units with users
Provide IT Tech support to all bank personnel, troubleshooting, and resolving all workstation issues to ensure maximum operational efficiency.
Install, configure, and support over 40 different proprietary applications.
Receive, analyze, resolve, and record client issues relating to computer hardware/software, network support, and computer security.
Set up new PC workstations for new employees and perform installs and upgrades for current staff as needed.
Associate in Computer Networking Certification
Computer Systems Institute - Skokie, IL
January 2010 to September 2011
High school diploma in College-Lake County
College of Lake County - Grayslake, IL
September 2008 to March 2009
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