Customer Service Data Entry

Robert E. Adams Jr.

***** * ********* *******, ** 60628 773-***-**** **************@*******.***

Targeting Positions in …

SYSTEMS ENGINEERING ~ INFORMATION TECHNOLOGY

Well-rounded and experienced professional seeking position in the IT industry to expand my technical and leadership skills in information technology and information systems and add value to a growing organization.

Relevant skills that will add value and contribute to your company’s growth:

Technical Proficiency:

Knowledgeable and competent in hardware and operating system technologies, including installation, configuration, diagnosing, preventive maintenance and basic networking.

Experience troubleshooting hardware, and software issues.

Proficient in Microsoft Windows 7, 10.

Experienced with Windows Server 2008 R2, 2008, 2012, 2016, 2019

Experienced with VMware, Sharepoint, Active Directory, SCCM, SCOM, Intune, Jamf, Splunk, Zenoss, UCS, CA, Sprectrum. Service Now

Experienced with various computer and equipment systems for hospitals and customer service organizations including ImageTrac, just-in-time inventory systems, customer service relations management software, railroad switches, transportation control systems, and cable and electrical equipment.

Reputation for successfully and quickly applying newly-learned skills to improve work of self and team.

Managed safety and job briefings to communicate security and safety issues to team including issues regarding terror alerts and threats.

Working knowledge of the following: DNS, DHCP, TCP/IP, IIS, Familiarity with firewalls, switches, and basic networking concepts and troubleshooting Virtualization experience, VMWare, is primarily used by our clients. Backup configuration, maintenance, and troubleshooting with one or more of the following: Backup Exec, Barracuda, AppAssure, Veeam, eVault. Administration of sans (i.e. EMC, HP, Dell, Hitachi) and other enterprise storage technology. Experience with Hyper-V, WSUS, Citrix, and Cisco

Customer Focus:

Experienced in customer service: Work professionally and quickly to ensure end user support and incident resolution. End User satisfaction in various environments including transportation and call-center. Polite and friendly.

Proficient conflict management skills: Proactively manage relationships with customers to anticipate conflict situations and take steps to constructively manage interactions through positive communication and adherence to security guidelines.

Worked in different environments, including inclement weather, to satisfy customer needs. Experienced in physically demanding working environments, including handling equipment and climbing up to 25 feet.

Leadership/Results-Oriented:

Managed and coordinated Windows server monthly security patching effort.

Managed and coordinated Windows migration to from Windows 7 to Windows 10

Managed ticketing & financial transactions that require special attention to details and sensitive information with customer focus, excellent leadership, and exceptional problem-solving skills.

Managed train operations with train engineer and brakemen, while ensuring safety of crew and passengers. Achieved 100% safety rate by ensuring safety regulations were communicated and executed by team.

Education & Certifications

Microtrain, Chicago, IL

Global Knowledge

CompTia A+

CompTia Network+

CompTia Security+

Citrix CCA - V

ITILv3(2013)

VCP 6 - DCV

Morehouse College, Atlanta, GA

Devry Institute, Chicago, IL

St. Ignatius College Preparatory, Chicago, IL

Professional Experience & Achievements

Coates group

System Engineer, Chicago, IL 2021–2022

Administered Windows Server and Windows 10 desktop as well as Apple Mac devices. Managed security patching and imaging utilizing MDM / WSUS and Vmware Workspace One. Administered active directory / Azure AD. Provided internal customer support and troubleshooting. Onboarded and offboarded end users. Office 365 user management and mailbox creation. Planned and coordinated the implementation of MFA.

SC Johnson

System Engineer, Chicago, IL 2020–2021

Managed, planned, and executed windows 10 migration 3000 devices. 3rd tier desktop incident management and problem resolution. SCCM troubleshooting and architecture. Patch management via SCCM deployment. SCCM application management and packaging. SCCM desktop image deployment and troubleshooting. Install computer hardware and software on desktops to keep versions current. Initiate and complete Microsoft Windows server operating system updates. Managed onboarding documentation for new users. Created and maintained shipping and receiving inventory of end user devices.

UNIVERSITY OF CHICAGO HOSPITAL

System Engineer, Chicago, IL 2019–2020

Managed, planned, and executed windows 10 migration for over 15,000 devices. 3rd tier desktop incident management and problem resolution. SCCM troubleshooting and architecture. Patch management via SCCM deployment. SCCM application management and packaging. SCCM desktop image deployment and troubleshooting. Utilized Microsoft Infune for management and deplployment of mobile android devices. Utilized Jamf Pro for manangement and deployment of Apple mobile devices and laptops. Work closely with clinical areas and departments, resolving ticketed issues, forming relationships with clinical users, troubleshooting, and identifying issues affecting workflow, productivity, and clinical processes. Collaborate with multiple IT teams to assist in spinning up new systems or upgrades of existing systems. Implement and recommend enhancements to new systems, workflows, and integration between clinical systems and equipment as well as clinical systems. Formulate project plans and follow PMLC project guidelines for planning, build, testing, and go-live. Analyze business and user needs. Devises procedures to solve complex business problems given constraints. Mentored less experience System Analysts. Configure antivirus software to fully protect IT environment. Monitor the performance of the computer systems and address issues as they arise. Provide technical support for software reconfigurations to aid in function customization. Test software performance throughout the desktop network to ensure peak performance. Install computer hardware and software on desktops to keep versions current. Initiate and complete Microsoft Windows server operating system updates.

1st Choice Technical Service

System Engineer, Chicago, IL 2018–2019

Designed, built, supported AWS Operations. Monitored and maintained Citrix 6.5 environment. Configured and administered all components of Citrix infrastructure including application publishing, system monitoring, troubleshooting, end user support, license monitoring, and system documentation. Managed installation and configuration of hardware and software applications for multiple off-site clients. Identified opportunities and implementing solutions to improve business processes and productivity, with a keen focus on automation. Responsible for trouble shooting and diagnosing hardware as well as software components. Implemented the installation of SOHO server ran networks. Built, configured and administered all corporate enterprise servers and applications with the physical and virtual environments. Maintained and supported dynamic networks. Trouble-shot wireless network, router and switching problems. Prepared and deployed system images. Configured shared resources, file, and folder access. Configured remote connections such as VPN. Performed backups and recoveries. Used Windows command prompt as well as Power Shell and CLI. Monitored and executed basic troubleshooting in the Linux platform. Provided patch management for Linux and Windows environments.

Keno Kozie

NOC Engineer, Chicago, IL 2017-2018

Provided end to end physical, virtual, and cloud server monitoring with preventative and corrective maintenance. Provided critical application monitoring for Exchange, SQL, and Document Management Systems. Contributed to hypervisor, chassis monitoring, antivirus, and threat response mitigation. Managed full lifecycle backup monitoring and monthly backup test restores. Executed operating system patching. Provided complete vendor management for failed components and support services. Looked after warranty tracking and renewal processing. Provided end to end firewall, router, switch and wireless monitoring. Implemented end to end storage monitoring with preventative and corrective maintenance. Provided user Active Directory administration, and Exchange administration.

transunion

System Engineer, Chicago, IL 2013-2017

Provided daily operational support and maintenance across the enterprise. Specialized in the monitoring and support of the Windows Server environment (physical and virtual). Provided 2nd and some 3rd tier support for servers, storage, network, database, and related applications. Worked individually and in tandem with other operational groups to support installation, operation, and maintenance of all TransUnion infrastructures. Managed multiple projects simultaneously with occasionally conflicting priorities. Resolved production incidents working with internal as well as external tech. support organizations. Managed service requests and executed standard, emergency, and scheduled changes. Ensured both customer and internal management are notified of impacting outage situations. Opened, updated, and closed incidents. Executed moves, adds, and changes to CI’s and corporate assets in the infrastructure. Opened problem tickets with the appropriate groups to prevent future incidents and problems. Developed and wrote operational procedures to prevent and reduce the severity of outages. Assisted in the development/mentoring of junior associates.

1st Choice Technical Service

Junior System Administrator, Chicago, IL 2011–2013

Managed installation and configuration of hardware and software applications for multiple off-site clients. Responsible for trouble shooting and diagnosing hardware as well as software components. Implemented the installation of SOHO server ran networks. Maintained and supported dynamic networks. Trouble-shot wireless network, router and switching problems. Prepared and deployed system images. Configured shared resources, file, and folder access. Configured remote connections such as VPN. Performed backups and recoveries. Used Windows command prompt as well as Power Shell.

Union Pacific Railroad

Conductor – Freight & Passenger, Chicago, IL 2005–2010

Managed freight and METRA passenger train operations for regional routes. Led train crew of up to 6 employees to assure safe, on-time operations, movement of train, passenger transport, and passenger satisfaction. Identified customer needs and requirements during ticketing and train transport. Successfully managed and coordinated situations requiring conflict management skills and decision-making. Achievements in safety demonstrated by 99% on safety testing. Certified in transportation control systems, GUI, and air-break inspection.

Comcast

Communications Technician, Chicago, IL 2004-2005

Managed cable service and equipment installations for residential and business customers. Consulted with customers to determine required service needs. Safely conducted electrical and cable wiring inspections and installations according to NEC standards to ensure protection of employees, customer, and equipment from electrical shock and damage. Worked independently and managed paperwork, supplies, and equipment for work orders in support of customer data management. Maintained and operated stock vehicle responsibly.

Bank of America

Digital Imaging Associate, Chicago, IL 2001-2004

Successfully led a team of up to 15 check processors to produce high volume of images in support of digital lockbox operating system. Scanned documents submitted with customer checks and money orders. Posted scanned images to clients’ web pages within strict deadlines in support of customer service and account requirements. Managed collection of checks from team and ensured coding was completed within specified time frames.

Trained and certified on five different models of Image trac to scan over 6,000 documents per hour.

Willingness to cross-train led to team’s success due to ability to digital image, check key, supplemental key, check process, check encode, and coordinate team.

Ameritech

Customer Service Representative, Chicago, IL 2000-2001

Managed in-bound customer calls in call-center environment. Utilized problem-solving skills and product knowledge to resolve customer issues and provide sales support. Made collection calls for delinquent customer accounts and negotiated account resolutions. Prepared service order requests for installation and servicing of telephone service. Dispatched technicians to service troubled lines.

Northwestern Memorial Hospital

Materials Management Expeditor, Chicago, IL 2000

Conducted reporting, reconciliation, and data entry for medical materials, with monthly value of $4 million, utilized by patients in support of Just-In-Time inventory program. Utilized and maintained Panasonic hand-held computers integrated with PCs for inventory management and creation and editing of inventory forms. Interfaced with vendors and monitored purchase orders. Developed extensive operating knowledge of hospital’s computer operating systems, ESI and Power Chart.

References

Available Upon Request

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