Desktop Support Technician

Mark J. Fox

Ingleside, IL ***** H: 847-***-**** C: 847-***-**** *********@*****.***

Summary of Qualifications

Solutions-driven IT professional with progressive and extensive growth and experience in IT management solutions and technical support, offering technical proficiency combined with a proven record of exemplary customer-driven support. Extraordinary capacity to multitask, manage competing priorities with ease while achieving customer and organizational objectives. Respected team leader and mentor with the ability to inspire confidence at all levels, known for ability to recognize solutions impact beyond application. Significant experience in customer service, technical support, relationship management, departmental operations, project management, and IT consultative services.

Successful troubleshooter with proven leadership abilities and a talent for assessing, prioritizing and solving technical problems.

Technical proficiency in the areas of IT infrastructure, network, server, application, helpdesk, desktop, and user support.

Experienced in the installation, configuration, and support of individual and client-server based environments.

Skilled in technical needs assessment and in analyzing and translating findings into specifications for hardware/software/support and service purchase requirements.

Capable of delivering internally and externally focused technical training.

Technical Skills

Operating Systems:

Novell, Windows 95/2000/XP/Vista/7/8/10, Windows Server 2000/2003/2008

Applications:

Microsoft Office Suite, Lotus Notes, Reuters, Bloomberg

Networking:

TCP/IP, Novell

Skilled in the set-up and configuration of Windows-based desktop and laptop computers.

Experienced in the migration of Lotus Notes to Microsoft Exchange platforms.

Expertise in the remote support of servers, PC’s, and PDA’s.

Extensive background and experience in the installation and support of Windows server hardware and in the support of Microsoft Office Suite of products.

Professional Experience

BOB RORHMAN AUTO GROUP, Palatine, IL 2010-2021

A premier automotive retailer of new and used vehicles.

IT Manager / Director

IT Support Technician

Supporting the IT infrastructure needs of 35 dealerships located throughout Illinois and Indiana.

Accountable for maintaining infrastructure performance and support of the LAN, WAN, and wireless connectivity through Comcast networks for each dealership location.

Traveled to all dealership locations to maintain operability and performance of desktop and laptop computers for the sales offices and service/parts departments.

Installed and upgraded hardware and software with responsibility for the timely completion of ADP, Norton, MS Office, and site-specific application upgrades company-wide.

Collaborated in the planning and execution of infrastructure and network enhancement projects across all dealership locations.

MANPOWER INC., Milwaukee, WI 2007-2009

Manpower Inc. is a world leader in innovative workforce solutions; creating and delivering services that enable its clients to win in the changing world of work.

IT Support Technician

Led and coordinated the configuration, deployment, and support of desktop and laptop computers throughout a 16,000 employee campus. Provide immediate response and resolution to user initiated technical support requests.

ALLSCRIPTS HEALTHCARE SOLUTIONS, INC., Libertyville, IL 2006-2007

Allscripts is the clear leader in software, services, information and connectivity solutions that empower physicians and other healthcare providers to deliver best-in-class patient safety, clinical outcomes and financial results.

Remote Support Technician

Direct responsibility for managing remote installation and support efforts for client servers, workstations, and PDA’s for both client and web based medical prescription applications. Collaborated with field services in resolving technical issues.

Setup and configuration of Windows XP Pro, and WIN 2000 and 2003 server/professional hardware.

Resolution of inbound customers and field services questions and concerns regarding software and hardware issues.

HOSPIRA, INC., Pleasant Prairie, WI 2004-2005

Hospira is a global specialty pharmaceutical and medication delivery company dedicated to Advancing Wellness™ through the right people and the right products.

Consultant

Performed desktop PC and connectivity support for remote users in field sales and off-campus locations, including international plants including providing prompt resolution to WAN and VPN connectivity issues and system administration and support.

Led the Lotus Notes to Microsoft Exchange migration, including the domain migration of all desktop PC’s.

Primarily support liaison for Windows XP/2000 machines, MS Outlook through MS Exchange Server, MS Office, Citrix and Oracle.

INSIGHT, INC., Chicago, IL 2004

Insight, Inc. is a world leader in providing supply chain software and consulting services.

Consultant

Lead Lotus Notes administrator responsible for coordinating and managing the configuration, installation, and migration of 3,500+ users from MS Outlook/Exchange to Lotus Notes operating on a Windows 2000 platform.

BANKONE CORPORATION, Chicago, IL 2003-2004

BankOne was once the sixth largest bank in the United States. JPMorgan Chase purchased it in July 2004.

Consultant

Provided comprehensive application support to traders in managing and supporting desktop trading applications such as Reuters/Bloomberg with additional responsibility for the market data support to network analysts.

Successfully installed, configured, and tested multiple Windows 2000 platform programs ranging from trading to proxy software.

REUTERS AMERICA INC., Chicago, IL 1998-2003

Reuters America LLC provides information and news products for financial and news media markets. The company also engages in the design and installation of enterprise-wide information management and risk management systems for the financial markets, as well as providing equity and foreign exchange transaction systems.

LAN Administrator

Provided leadership, direction, and managerial oversight in maintaining the availability and performance of corporate servers while providing network and desktop support for workstations, laptops and printers for the Midwest region.

Managed desktop support and installation of Reuters’ and MS Office products in Windows NT4, Windows 2000, and Windows XP environments.

Administrative server and workstation support lead for Lotus Notes 4.5x.

Sole responsibility for the seamless execution of daily backups and for the restoration of file servers via Arcserve.

Managed the configuration of Cisco wireless Project in Remote Offices.

ACS/COMPUTER DATA SYSTEMS INCORPORATED, Chicago, IL 1993-1998

ACS, A Xerox Company, is a global leader in business process and information technology services. That covers a lot of ground, from finance and accounting and transaction processing to IT outsourcing, human resource services and customer care.

Network Manager

Education & Professional Development

DeVry Institute of Technology, Chicago, IL

Electronics Technician Degree

Professional Training

Lotus Notes System Administration R4.5, Productivity Point

NT 4.0 Core Technologies and Administration, Wave Technologies

Technical Support for Windows and Windows Networks, Wave Technologies

System Manager Training for Novell Netware (versions 2.15C to 3.11), U.S. EPA

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