Antonio Davis Resume Page *

ANTONIO DAVIS

*** *. ******* **** *** 1A Addison Illinois 60101. Home l Phone: 224-***-**** adtjhl@r.postjobfree.com Summary and Qualifications

Enthusiastic professional interested in obtaining a position with a solid company that offers several growth opportunities. Proven expertise in information technology, communication, research, and customer service. Being a fast learner has allowed me to be a part of many exciting opportunities, and at this time I am looking for a position with better career placement Professional Experience

DSC LOGISTICS– DES PLAINES, IL 03/2015 to Present

Service Desk Analyst II

Key Results:

Respond to telephone, email and helpdesk requests for technical support.

Document, track, and monitor problems to ensure timely resolution.

Maintain knowledge of commonly-used concepts, practices, and execute procedures accordingly.

Successfully troubleshoot issues, both independently and in collaboration, with all available technical resources.

Oversee and troubleshoot system related issues in coordination with local and field resources.

Monitor, analyze, and respond to system hardware and software faults and failures, including but not limited to:IBM iSeries, Wintel servers, network devices, and the applications associated with these systems.

Identify, research, and resolve Level 1& 2 technical issues.

Be responsible for the backup, recovery and tape management for AS/400 (iSeries) and Wintel Servers, utilizing the appropriate software tools.

Contribute to the documentation and maintenance of all computer system configurations, processes and procedures, according to established standards and policies.

Support and maintain user account information, including rights, security and system groups.

Analyze trouble ticket data to proactively identify improvement opportunities ASSISTED LIVING CONCEPTS– CHICAGO, IL 10/2012 to 05/2014 Help Desk Analyst

Key Results:

Primary responsibility is to provide first tier end-user support via telephone in ACD Help Desk Environment. Performs and implements daily operational activities that generally influence entry-level components/processes of the on-line technology function.

Works with users to solve problems with available technology including hardware, software and peripherals. May simulate or recreate user problems to resolve operating difficulties.

Installs hardware, software and peripherals. Troubleshoots basic hardware and software problems. Responsible for all support of windows-based desktop PCs, notebook PCs, local and network printers and peripheral devices.

Antonio Davis Resume Page 2

BANCO POPULAR– ROSEMONT, IL 03/2012 to 08/2012

Help Desk Technician/Customer Support

Key Results:

Installed and troubleshot issues related to VPN, hardware, software, printers and operating systems

Receive and respond to all end-user calls and diagnose and resolve difficult problems in the area of hardware and software

Maintained and upgraded end-user hardware and software

Responsible for complex issue resolution affecting Windows based systems – XP, Vista, and Windows 7 BP/INSIGHT GLOBAL-IL 10/2011-02/2012

Technical Support Advisor

Key Results:

Received and troubleshot calls from B.P and Arco facilities that were experiencing problems and decided the proper course of action.

Troubleshot facility to diagnose the problem. Issues ranged from point of sale system, network related issues, printer issues, pump related problem to general maintenance at the facility.

Main goal was to try to fix the situation the customer was having over the phone so a technician did not have to be dispatched to the site, thereby saving cost to B.P. and site operators. LIFE WATCH– CHICAGO, IL 2010-2010

Help Desk Support

Key Results:

Respond to all incoming contacts (phone/email/online). Printer/Scanner/Hardware troubleshooting. Software installation and Windows 7 Migration Support experience

Triage/troubleshoot/diagnose/resolve incidents through use of experience, available documentation and tools. 2nd to 3rd level experience

Communicated any current outage/critical incident status to callers and, if new information/symptoms reported, communicate to the tactical response unit to update team on technical bridge. Education

KAPLAN UNIVERSITY

Associate of Science in Information Technology/Web Development (AASIT), 2011 While attending I have been on the President’s and Dean’s List. Currently taking classes towards my Bachelor’s Degree in Information Technology to further my career path. Skills

High-energy, enthusiastic, and dependable individual. Excels in challenging and competitive environments. Talented and determined individual who accomplishes results. Proficient in Microsoft applications Word/Excel/ Outlook/ PowerPoint/Publisher Experience with Adobe Photoshop/Dreamweaver/ Illustrator Windows 7, SQL, Java HTML, XHTML, PHP, CSS Visual Basic, Remedy, Active Directory, VPN, and SAP