Helpdesk Support Analyst

CHERYL A. ROBINSON

Carol Stream, IL ***** 630-***-**** ********@*****.***

Information Technology Professional

IT Specialist and veteran with 10 + years of experience in identifying, analyzing, resolving technical issues; managing IT projects and employees; performing system analysis and database management; and providing excellent customer service. Expert working knowledge of Apple, Cisco, and Microsoft Technologies.

CERTIFICATIONS / TECHNICAL PROFICIENCIES

Certifications: CCENT, CCNA, MCP, IT Project Management, ITIL

Platforms: Windows 7/8.1/10, MAC OS

Programs: Active Directory, Citrix, SQL, HTML, CICS, MS Office, Remedy

Networking: Cisco IOS, TCP/IP, UDP, Ethernet (802.3), Wi-Fi (802.11), RIP, OSPF, EIGRP, STP, RSTP, VLAN

EXPERIENCE

United States Department of Commerce – Census Bureau 2019- 2020

IT Specialist Regional Center – Tier 2

Troubleshoot and resolve software and hardware issues.

Accessed, updated and maintained databases.

Analyzed data reports that determine technical support requirements.

Managed Objects (computers, users, groups) through Active Directory and Azure.

Configured desktops, and mobile phones for new and existing users.

Supported the implementation of new operation specific applications.

Participate in regional and local technology meetings to provide insight and technical solutions.

Supervised and supported Managers, and IT employees of three active remote offices.

Demonstrated excellent customer service contributing to IT department successes.

Supported telework initiative by training staff and performing remote support.

Imaged laptops and installed software.

Enabled and disabled network and VOIP accounts.

Medix, Tech Systems, Chicago, IL

Computer Consultant 2016-2019

Evaluated and resolved end-user software and/or hardware issues and fulfilled training requests, resulting in a 74% increase in customer satisfaction.

Determines root cause, providing timely solutions to systems issues, ensuring end-user productivity.

Troubleshoot, repair, and install hardware and software.

Update helpdesk database by recording new calls and adding knowledge base solutions.

Bellwood School District 88, Bellwood, IL

Technology Integration Specialist/Database Analyst 2016-2017

Collaborated with administrators of four district schools to identify specific technology needs and resolve Tier 1 and 2 technology issues, resulting in active technology-based curriculum integration.

Managed MAP and PARC databases, ensuring data accuracy and facilitated seamless testing.

Technical liaison between directors, principals, faculty members and technical staff, improving support.

Provided technical training for teachers and students resulting in fewer repairs and request for service

Created user logins and passwords.

Diagnosed, resolved and/or escalated hardware and software requests, enabling fast problem resolution.

Successfully Introduced new STEM projects and strategies and integrated the technology curriculum.

CHERYL A. ROBINSON page 2

Tec Services Consulting, Naperville, IL

Project Manager 2016-2016

Supervised interns on project designed to improve local business marketing.

Trained students to identify client need, determine feasibility, negotiate project scope, establish statements of work, and website design, resulting in concise deliverables and expectations.

Using effective customer service techniques, improved communication between clients and interns.

Berkeley School District 87, Berkeley, IL

Technology Instructor/Specialist 2014-2015

Provided integrated computer instruction for K-6 grade students, ranging in ability from learning-disabled to gifted, which improved computer literacy.

Developed technology curricula; prepared goals and objectives; created lesson plans, and taught classes in computer applications, including Microsoft Office Suite in an Apple and PC environment.

Designed school’s web interface, linking students to digital resources that supported curriculum.

Conducted real time training, and staff/parent workshops, resulting in increased off-site use.

SMaRT Technology Services, Chicago, IL

Project Manager/Help Desk Technical Support, Temp Position 2013-2013

Managed an average of 50 calls per day resolving service requests for Windows 7, 10, Active Directory, VPN, Oracle and SQL databases; excelled in performing root cause analysis and resolving end-user technical problems.

Diagnosed end- user hardware/software problems, network connectivity issues. Setup email accounts and passwords, updated data within CIM, Gradebook, Impact, ERP, and SAP software, escalating as needed.

Documented incidents and resolutions using ERP database and updated help-desk knowledge base.

Chicago and Cicero Public Schools, Chicago/Cicero IL

Technology Coordinator/Computer and Media Science Teacher 2002-2013

Performed technical support for school staff by providing network, hardware, printer, and VPN remote access support and training. Performed hardware/software installations Macs and Windows platforms.

Collaborated with CPS vendors and client service members on IT implementations and improvements.

Evaluated and recommended software and hardware, improving academic outcomes.

Managed technical installations and setups for approximately 500+ systems, including the implementation of wireless/web technology and telecommunication/infrastructure.

Designed and presented workshops to inform stakeholders of campus and district resources.

Staff and administrator liaison for technical and customer support, promoting conflict resolution, quality, and project/program delivery.

Facilitated the receipt of $50,000.00 grant award resulting in media center upgrades.

Diagnosed and resolved requests for service, tier 1 and 2 helpdesks requested and oversaw escalations.

Developed customized reports that identified problem reoccurrence and facilitated directed resolution.

Demonstrated excellent customer service, and leadership, while promoting quality of service.

CHERYL A. ROBINSON page 3

EDUCATION

Information Technology Career Lab – Chicago, IL

Cisco Certified Network Associate – Routing and Switching -CCNA

Information Technology Career Lab – Chicago, IL

Cisco Certified Entry Networking Technician – CCENT

Information Technology Career Lab – Chicago, IL

Microsoft Certified Professional

Information Technology Career Lab – Chicago, IL

Microsoft Certified Solutions Associate

Microsoft Certified: Azure Fundamentals

Illinois Institute of Technology - Chicago, IL

Project Management for Information Technology

Concordia University- Chicago, IL

Master Professional Leadership

DePaul University, Chicago, IL

Master Education

Roosevelt University, Chicago, IL

Bachelor Computer Science

**Illinois Army National Guard Veteran - Honorable Discharge

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