Technical Skills

Windows */**

Windows Server *012

Microsoft Office 365

Microsoft Office Suite

Active Directory

ServiceNow, Remedy

LogMeIn123

TeamViewer

Cisco Jabber

Microsoft Teams

SCCM

CA

Track-IT

Windows Event Log

Dell Tech Direct

PXE Imaging

Any Connect

Windows Bart

SQL

Linux

Cisco Call Manager

Professional Experience

Federal Signal Corporation – University Park, IL February 2020 – December 2020

Desktop Support Technician

Served as a single point of contact for end-users to receive support and maintenance within the organization’s desktop computing environment

Responsible for supporting technical issues such as, Windows 10, Microsoft Office 365, Microsoft Office Suite, Outlook, etc.

Utilized LogMeIn123, TeamViewer, Jabber, and Microsoft Teams to remote into users’ devices

Troubleshot issues in Office 365 such as, send/receive email, profile/mailbox corruption, etc.

Installed, diagnosed, repaired, maintained, and upgraded all PC hardware, software, and other assets to ensure optimal performance

Troubleshot problem areas (in person, by telephone, Remote Desktop or via e-mail) in a timely and accurate fashion

Provided user support and customer service on company supported computer hardware and software applications

Evaluated new and existing software products

Advised users on the interpretation of IS reports and report capabilities, limitations, etc.

Troubleshot track and route problems and advise the appropriate action

Provided training to users in the use of hardware and software we support

Responsible for rolling out Symantec to machines in our environment

Exelon (ComEd) – Joliet, IL February 2018 – February 2020

Desktop Staff Augmentation

Use HP service manager ticketing system to retrieve open tickets and log resolved issues

Support end users using Office 365, Office 2010, Widows 10, Active Directory, Windows 7 and One Drive.

Any level II support issues that the help desk cannot resolve are passed along to me to resolve

Responsible for and manage work queue assigned to me

Responsible for anchor site, but also cover several locations in the general vicinity

Interface with clients over the phone, remoting into their computers, receiving emails, in-person walk-ins.

Use Microsoft authenticator to support and configure iPhone and android phones

Perform Break/fix for hardware and software; troubleshooting hardware/printing and then rolling off to vendors as necessary

Set up ODBC connections for newly imaged machines for dispatchers

Provide tech support on proprietary applications

Work on Panasonic Tough Books (imaging, loading applications, troubleshooting issues, hardware issues, etc.)

Support end user for remote log in and set up RSA tokens

Set up new workstations and add or remove users as required

Provide executive support for the vice president at the Joliet location

Provide support for the Joliet region, Bolingbrook, Romeoville, Channahon, and Streator, Illinois

Northern Trust: - Chicago, IL October 2015 - February 2018

Service Center Technician

Responsible for resetting passwords, granting access, assigning OUs, creating groups, adding/removing users, creating/terminating users in Active Directory

Provided support, troubleshot, added permissions to folders, granted file permissions in MS Office 365

Resolving hardware and software issues in a windows 7 environment

Installing standard hardware, software. Troubleshooting application problems for supported systems and applications

Responsible for Inventory Control and asset management: Receiving of inventory, bar- coding of assets, desktop/laptop imaging, disposal of assets, and facilitation of inventory orders

Installed standard software and associated updates on desktops and laptops

Imaging desktops and laptops in Service Centers

Deskside delivery of lifecycle hardware

Transfer of user data across the network

Using remote services to troubleshoot hardware or software issues

Move computers to proper OU container in active directory and grant proper permissions

Providing continuous phone support throughout the organization

Track all work in Service Now Ticketing System

IBM (NIPSCO): – Hammond, IN January 2014 – October 2015

Desktop Support Analyst

Troubleshoot hardware Software with windows 7 operating systems

Upgrading the Bios for all tablets, and laptops

Image Lenovo Laptops, and Desktops with Win 7 operating system

Install endpoint and update definitions for all equipment

Adding all Laptops, Desktops, and tablets to work domain

Move computers to proper OU container in active directory and grant proper permissions

Running updates / force on workstations that has not received GPO

Remote into workstation using Dame Ware to resolve SCCM conflicts not reporting into the network

Install SCCM if not installed on workstations

Repaired laptops that do not report into the network

Install various applications, endpoint, SQL server, open BSI, mobile applications and other network duties as needed

Drive to different location after imaging to deliver laptop to client

Troubleshooting hardware and software issues for laptops and desktops

Resolve internet or any Citrix issues that may arise

Backing up user’s data over to new equipment

Configuring static IP for workstations, and Installing Verizon Sim cards for tablets, laptops

Troubleshooting Verizon Sim cards for wireless connection and reinstalling drivers if needed for wireless connection

Calling Verizon to activate SIM cards if not activated

Training users how to properly connect to their wireless connection using AnyConnect

Logging all tickets through ISM ticketing system

Worked closely with our salesmen to troubleshoot laptop mobile devices

Alere Healthcare – Rosemont, IL January 2007 – April 2013

Level III System Support Analyst

Built images of workstations using BART for windows XP and Windows 7

Created group policies within Active Directory

Replaced motherboards and hard drives in desktops

Used warranty claims to order parts such as hard drives and motherboards

Built workstations and adding to the domain

Installation of various applications: Symantec Endpoint Antivirus, Adobe, Nice System, Citios

Updated virus definitions for all workstations

Created active directory accounts and placing end users in appropriate container

Assisted in migrating end-user from old domain to new domain after merger of companies

Created key cards and granting proper permission with the access needed for different area of the building

Responsible for running daily key card access report and submit to building facilities team

Created phone extensions for new employee in Cisco Call Manager

Set up voicemail for new employees by going to cisco voice mail unity

Set up Nice Voice recording for our N24 and enrollment specialist

Assisted in the rollout of Avaya phones systems Configuring Cisco VPN for end users

Set up workstations for end users

Troubleshot hardware and software issues as needed

Responsible for two technicians to assign daily duties.

Trained new technicians how to troubleshoot hardware and software issues

Responsible for holding training classes for our new Nurses and Enrollment Specialist for IT Security

Rotated helpdesk for 3rd level support to resolve calls for immediate resolutions

Remoted in workstations with remote desk or remote assistance to resolve any workstation issues

Responsible for supporting 168 remote users

Removed all viruses and malware from workstations in our environment

Patched workstations by running windows and office updates

Dr. Pepper/7Up Bottling Co. – Northlake, IL December 2000 – December 2006

Support Center Analyst-Helpdesk

Added computers to the domain including reimaging workstations

Patched Workstations

Removed all viruses form workstations including Trojan Horses, and Malware

Ran windows and office updates

Troubleshot Data Cables to the wall ports from the Cisco Router checking for connectivity

Ran Cat 5 cable thru ceilings to workstations to establish connectivity

Added patch cables to correct port corresponding to end-user port number for connectivity

Troubleshot VPN and Wireless connection to established connectivity

Configured TCP/IP, Wins, and DNS on client workstations

Installed various applications (Norton Antivirus, Adobe Reader, Internet Explorer)

Killed print jobs on Linux platforms, and Windows Environment.

Continuous Phone and Desktop Support throughout the call center.

Logged calls in Track-it database

Unlocked user accounts on the AS400, SAP, and Active Directory Accounts

Providing phone support globally throughout the organization.

Assist our salesman with mobile laptops and proprietary software.

Traveled to various locations to providing training to our salesman for our handheld rollout.

Certifications & Training

CompTIA Network+ and MCSA Certifications (In Progress)

Education

Southern Illinois University May 1991

Electronics Technology

Roosevelt L. Conklin

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