Desktop Support Hardware Configuration
Resume:
***********@*****.***
Chicago, IL 60618
Skills
Application installations
Hardware configuration
Call Center Operations
Technical troubleshooting
Bloomberg Technical Training (Certification)
Hardware upgrades
LAN/WAN
Service desk support
Computer maintenance
Software upgrades
Hardware diagnostics
Customer service
Organization
People skills
Teambuilding
Time management
Education And Training
Report Writing For Business Professionals
Information Builders Inc
Chicago, IL
Cisco CallManager & Cisco Unity Admin Training
Vantage Point
Chicago, IL
Computer Information Systems
Devry University (No degree)
Chicago, IL
Bloomberg Technical Training Certification
Bloomberg Academy
New York, NY
Certifications
Bloomberg Technical Training - 2021
Gabriel Moreno
Summary
Seasoned IT Professional well-versed in supporting users and troubleshooting common/complex problems. Versatile professional bringing remarkable understanding of IT operations and resilient nature focused on finding root causes and making permanent improvements. Offering 20+ years of experience working in high-pressure environments to address customer concerns and questions.
Experience
Recruiting Agency (NDA Signed) – Sr. Technical Services Analyst
Chicago, IL
12/2021 - Present
Create Positive Customer Support Experience and build strong relationship through deep problem understanding, timely resolution or escalation, prompt communication and handling of end users with a Professional Attitude
Document all requests and incidents thoroughly and in a timely manner using the IT (Remedy) Ticketing System
Provide Tier 2 & 3 Technical Support to C-Level Executives and End Users via Bomgar Remote Support
Ability to collaborate across functional teams
Evaluate, prioritize, troubleshoot, analyze, hardware, software, mobile device, application, vpn and internet connectivity issues report by end user
Inform end users of progress on problems that cannot be resolved at Initial Point of Contact
Effective people, telephone, verbal, listening, written, communication skills
Support New Hires with hardware, mobile device, and software setup
Maintained confidentiality of information
Able to work independently or as part of a team
Smart Hands Experience
Work with Vendor Tech Support to resolve hardware/software issues
Complete Regular Training and Process Refreshes to ensure you are always compliant to SOP’s and Processes to maintain security and consistent services
Image Laptops for New Hires (Windows 10)
Offboarding Process for Employees (Collection of Hardware, Peripheral Equipment)
Install Standard and Non-Standard Software from approved Digital Media Library
Replace out of warranty Laptops with Refresh Laptops
Maintain inventory of hardware, peripherals, and printers
EquiTrust Life Insurance Company - Desktop Support Specialist II
Chicago, IL
10/2017 - 03/2021
Supported 200+ End-Users in Des Moines Iowa/ Chicago Offices (Level 2 and 3 Support)
Provide C-Level Executive Management Support
Onboard New Employees (AD account creation, email creation, phone extension/voicemail box creation, assign users to Security Groups in AD, assigned to Distribution Groups) Off Boarding of termed employees
Managed User Account creation in various applications
Configured new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
Assisted End-Users with software and hardware troubleshooting to determine causes of system malfunction.
Assisted online users via live chat, web conference, phone and In Person to resolve issues related to software and system use and access.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Maintained confidentiality of information
Setup and deployed Tablets, Printers, Ipads, Mobile Phones and Iphones with approved software installed
Maintained Cisco Call Manager, Cisco Unity and CXM Recording Software
Created KB/"How To" articles for knowledgebase
Stayed current on the latest productivity technology, including but not limited to operating systems, word processing, and web browsers
Responsible for Board Room setup for Executive Board Meetings via PolyCom/BlueJeans Solution
Logged Helpdesk calls in Lansweeper & Kaseya Suite
Participated in after-hours support
Matthews International\Schawk Inc - 2nd/3rd Level Desktop Support Analyst
Desplaines, IL
06/2016 - 09/2017
Support 500+ Users Nationwide
Provide Level 2 & 3 Support
Troubleshoot Windows OS (Win 7, Win 8, Vista & XP), Hardware (Dell/Lenovo Desktops and Laptops) Peripherals. Mobile Devices (Tablets, Ipads, Iphones, Android Phones), VPN, Network Connectivity Issues and Software Issues (MS Office, Outlook, Internet etc...)
Research Technical Issues via Internet, Forums and Collaborating with Colleagues
Create/Respond to regular and escalated tickets using Cherwell Service Desk Software
Supported users with in-person and remote technical assistance.
Installed, updated, and configured hardware and software.
Consulted via telephone, chat, Webex or in person to understand user problems, run through diagnostic testing and ask probing questions to locate root causes.
Barcodes Inc - Senior Desktop Support Technician
Chicago, IL
04\2016 - 06\2016
Provide Level 1 & 2 Desktop Support for 200 Users
Application Support (Microsoft CRM Dynamics & Syspro ERP)
Responsible for providing technical/software support
Research technical issues using various resources
Troubleshoot Lexmark MFP's issues
Create helpdesk tickets using AutoDesk Helpdesk Software
Create users in Office365 and Google Doc
Support Avaya Phone System (create user extensions, voicemail boxes and add users to hunt groups)
Provide technical support for Dell Workstations and Laptops
Contact this candidate