Desktop Support Office
Resume:
MICHAEL CLEMONS Email: **************@*******.***
Phone: 773-***-****
PROFESSIONAL SUMMARY:
Experience in Infrastructure Management in SCCM Administration, Software Distribution, Patching, Windows OS Deployment and all the technologies associated with it.
Experienced Desktop Engineer/Adminstrator, Helpdesk/Technical Support Analyst with expertise in basic system administration, customer service, and troubleshooting major PC software, hardware, configurations and network problems.
Install and test local printers after the windows 10 upgrade.
Remap users drives and network printers after the Windows 10 upgrade.
Troubleshoot and repair and MS Office issue.
Expertise in Windows Server 2003/2008/2008R2/2012/2016, MS Office 2010/2013/2016, Office 365 and Microsoft Active Directory Administration.
Microsoft SCCM usage towards remote connection for software installation and desktop outlook
Troubleshooting email issues (web-based and desktop application)
Troubleshooting numerous issues with Office 365 products
Verifying end-user’s license for Office 365.
Many years of experience in the MIS/IT industry and customer service.
Developed solutions that sustained relationships with employees and clients based on knowledge and trust.
Keeping current on Information Technology through subscribe accounts to various newsletters.
Wireless and VPN support.
EDUCATION & CERTIFICATION:
Microsoft Certified Solutions Developer in Visual Basic 6.0
A+ Certification
MCSA Office 365 administration (Pending)
Harlan Community Academy 1991
High School diploma
TECHNICAL SKILLS:
SOFTWARE: Symantec Ghost, HP Service Manager 9, ServiceNow, Microsoft Office 2007/2010/365, Microsoft Outlook, Lotus Notes, McAfee Encryption, Open Office, Sendmail, Information Internet Server (IIS)
OPERATING SYSTEMS: Windows Workstation/Server/2000/2003/2008/XP/7/10, Solaris UNIX, Suse Linux, FreeBSD UNIX, Ubuntu Linux, MAC OS X
PROTOCOLS: TCP/IP, POP3/SMTP, DNS,
DATABASES: SQL, Microsoft Access
PROFESSIONAL EXPERIENCE:
Desktop Engineer/Office365 Migration Jan 2020 – Feb 2020
CIBC Bank, Chicago, IL
Responsibilities:
Proficiency with Active Directory/Outlook & Windows 10
Install and test local printers after the windows 10 upgrade.
Remap users drives and network printers after the Windows 10 upgrade.
Experience with Office 2016 (Outlook) configuration rules/settings, mapping drives, configuring VPN Client, setting up printers, Outlook auto sigs
Commitment to full assignment and reliability
Adding and Configuring apps and email accounts to Mobile devices: IPhone, Android and Blackberry
Microsoft SCCM usage towards remote connection for software installation and desktop outlook
Desktop Engineer/Administrator Apr 2015 – Jun 2019
Unisys (City of Chicago, Chicago Police, Chicago Fire Department), Chicago, IL
Responsibilities:
Troubleshoot and resolved end-user’s issues in-person, over the phone or remotely (using various tool).
Utilize Anti-virus and diagnostic tools to resolve end user issues and keep machines running properly.
Document every step taken to resolve the end-user’s issues
Provided appropriate customer service when interacting with an end-user.
Well experience in using Active Directory to reset passwords, unlock accounts, placing PCs in the correct organized unit, and adding end-users to a group.
Escalate tickets to different vendors and third parties while staying within the SLA.
Installed encryption on laptops and begin recovery process for the end-user through the McAfee EPO (ePolicy Orchestrator).
Installed software remotely through SCCM.
Remotely work in Windows server.
Created e-mail accounts through Office 365 admin portals
Troubleshooting email issues (web-based and desktop application)
Troubleshooting numerous issues with Office 365 products
Verifying end-user’s license for Office 365.
Configure user PC's to access server-based business applications.
Work with over 1,000 end-users.
Responsible for installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance in the environment.
Desktop Support/Admin Dec 2013 – Feb 2015
Price Waterhouse Cooper, Chicago, IL
Responsibilities:
Re-image, troubleshoot, and repair and MacBook’s/IPad, IBM Lenovo laptops and facilitate transfer of data/documents according to established security protocols when required.
Utilize Anti-virus and diagnostic tools to resolve end user issues and keep machines running properly.
Printer maintenance, repairs (paper jams), and toner change.
Configuration of IPads and IPhones.
Recovery of data via DART PE.
Active Directory support with password changes.
Setting up wireless and VPN connection and Lotus Notes/MS Outlook for walk-up clients.
Provide training and support for New Hire Orientation.
Resolving issues on McAfee Encryption locked out or encryption error that requires a reset.
Received and routed tickets for end-user support of 3,000 through HP Service Manager 9.
Responsible for updating and maintaining old and new PC/laptops assets on a daily basis.
PC builds/refresh was provided for users for new hire, TPR (Third Party Review), 24-hour loaners, PC replacements.
Desktop Technician Oct 2012 – Dec 2012
American Medical Association
MIS Assistant Oct 2010 – Oct 2012
ABJ Community Services, Chicago, IL
Desktop Support Jan 2008 – Sep 2009
Teksystems – IBM, AT&T, Bank of America and Unisys/US Census Bureau, Chicago, IL
LAN Helpdesk May 2007 – Jun 2007 Wheels Inc., Desplaines, IL
Desktop Support Jan 2007 – Feb 2007
Navigant Consulting, Chicago, Illinois
Level I Service desk Analyst May 2006 – Sep 2006
CPS (Chicago Public School), Chicago, Illinois
Dell Server Technician Jul 2005 – Sep 2005
CPS (Chicago Public School), Chicago, Illinois
HELPDESK TECH Mar 2005 – May 2005
TekSystems – NORC (Subsidiary of University of Chicago), Chicago, Illinois
PC INSTALL TECH Jan 2003 – Feb 2005
MCI, Chicago, Illinois
TECHNICAL SUPPORT/JR. MAIL ADMINISTRATOR Jan 2001 – May 2001
INTERACCESS, Chicago, Illinois
TECHNICAL SUPPORT (LEVEL II) Jan 1999 – Dec 2000
CORECOMM INTERNET, INC., Chicago, Illinois
SOFTWARE/HARDWARE CONSULTANT Feb 1996 – Feb 1998
EGGHEAD COMPUTERS, Chicago, Illinois
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