Call Center Security Specialist
Resume:
Dayton Calhoun
Justice, IL *****
********@*****.***
PROFESSIONAL SUMMARY:
IT Support/Desktop Support L2 in a fast paced retail and corporate environment. Troubleshoot technical issues with Networking, Windows, Wireless Access Points, Switches, Routers and a variety of hardware peripherals. I am a dedicated reliable self-starter with a strong analytical, theoretical aptitude and my strong passion for Technology allows me to strive for Growth and learn more. In addition to 4+ years in Technical Support, Over 10 years of providing Customer User Friendly Service.
TECHNOLOGY:
Windows OS XP/ 7/8/8.1/10 SCCM, ImageX, Clonezilla, Acronis imaging and deploy systems. LAN/WAN environment configuring VLANS and Cisco 2960-X/4500 series,3850 POE switches, Autonomous Cisco Access point configuration. Email client Lotus Notes, Office 2010/13/16 O365 SharePoint MS Exchange, IOS devices Citrix Xen-app desktop Receiver NetScaler VPN, Use of Active Directory, RDP, LogMeIn 123, TeamViewer, Bomguard, Junos pulse, Cisco AnyConnect VPN client, Dame Ware, LANDesk,
Outstanding analytical, problem-solving, and troubleshooting ability.
Superior communication (oral and written), White Glove Support.
Both independent and team worker, as required.
Ability to multi-task and prioritize effectively.
Poised and patient when dealing with clients.
PROFESSIONAL EXPERIENCE
CINTAS (FIELD SERVICES), IL 3/18-present Contract
Onsite and remote support for the data center and DC facility Chicagoland location.
Provide remote support for the Westcoast location using LANDesk troubleshooting proprietary software.
Configure AS400 Sessions Unity, wireless connection (Cisco Any Connect).
Assist the network team with configuring and upgrading Access Point’s firmware.
Troubling shooting, and testing network drops with partners throughout the facility in different departments. Including tracing and replacing data cables and fiber optic cables to core switches, replacing 10/G SFPs for maximum transmission
Install software and various applications, Office 2016/365 backup partners profile to the network for imaging purposes (standard builds and upgrades).
Assist Account manager’s global directors, HR with any issue that may occur technical related diagnosing and fixing various peripherals, Cannon, Lexmark, and Zebra Printers.
Party City (IT Support), IL 12/16 – present
Assist the Systems Administrator with day to day planning coordinating times of deployment for Sales force team and any IT related incidents or reports. First point of contact for all departments onsite.
Monitor the devices for Windows Updates from WSUS. Ensure Anti-Virus is running on all production machines Symantec Encryption
Troubleshooting and supporting Mac OS and Window users (upgrading iOS devices iPad, iPod)
Log and keep track of all inventory and asset management received and deployed
Manage field technicians during projects or migrations
Contribute to minimal downtime, by being efficient as possible, Part of Data and Recover, make sure each user is being backed up to our Cloud Server
Add, create, modify user accounts in different OU’s and distribution list using Active Directory
Develop procedures to improve and prioritize technical request.
Adhere and maintain integrity as company policy to system security standards
24/7 Support to ensure the LAN is operational at all times, White Glove support during peak season to our onsite Executives, VP, DM, RM, Directors.
Apex Systems (Service Technician), Chicago, IL 5/16 – 10/16
Install and test system hardware and peripheral repairs, including identifying the problem and determining the most efficient and cost effective way to resolve the problem, and keeping customer downtime to a minimum
Resolve software configuration problems and diagnose hardware problems at the workstation level. Test and configure network equipment such as routers, switches firewalls.
Perform server hardware support, troubleshooting, and performance tuning such as Microsoft Exchange, SMS, RIS, etc.
Participated in the on-call rotation for Tier 2 support of the Enterprise VoIP Network Infrastructure.
Reimaging laptops, desktops, tablets on HP, Dell, Lenovo, and Apple products IMAC break fix, configuration, SCCM, Ghost, Virus scan software, vendor diagnostics.
TEKSYSTEMS, Chicago, IL (Hallberg, Waterton, Advocate) end clients 11\15
(Microsoft Outlook project)
Import/export MS outlook 2010 to pst.file
Archive folders on personal drive
Data recovery and back up on MS Exchange server
Upgrade Outlook 2010 to Outlook 2013 Office 365
Software migration (web base to cloud based application).
Migrate, schedule, and follow up to make sure process is going accordingly as planned.
Security Anti-virus software installations(Sophos)
Remote into users pc using TeamViewer, upgrade remote access tool to the appropriate version
Run Microsoft repairs, apply bix fix scripts and check dat files
Support Microsoft Office 365 and SharePoint
Trouble shoot users mobile devices Android 4.0, IPhone,IPad PD devices
Support 500+ users in an accurate timely fashion with verified resolution\via Dell Kace management
• Implemented the imaging, and managing upgrade roll out of 400+ Microsoft Surface Pro 4 using SCCM.
CDW, Vernon Hills, IL
Configuration Tech 08\15 - 11\15
Configured (Cisco) Servers, Switches, Routers, Autonomous Access Points and to their required specifications.
Updating BIOS and firmware to production including IOS image upgrades
Asset Management and tracking
Test systems to ensure 100% quality.
Maintained minimum monthly productivity goals.
Troubleshot problems with computer systems, including hardware, software and peripheral equipment.
Ensured that customers receive the highest level of customer service.
Communicate issues concerning customer orders to the area Help Desk or Team Leader.
Adhere to safety procedures and guidelines at all times.
Configured and performed Windows Server 2012 R2 with builds and server racks for end client (Boeing)
Installed customized software packets, and hardware components; memory, ram etc.
Column IT, Lombard, IL 07/2014 - 07/15
Help desk Support
Support Caterpillar accounts and web based software
Order and, track all inventory parts, hardware and software
Assisted in upgrading, repairing, and reimaging laptops, desktops, printers
Installed and troubleshooting Mac OX, Windows XP, 7,8, 10, and software application including Microsoft applications, Support Mobile ( apple, android, blackberry) devices and tablets for basic troubleshooting issues with Web based software --MS Exchange/ implemented active directory to determine and access user’s account including but not limited to password resets, account modifications, create LAN accounts, Admin rights licensing, terminate etc.
Support and troubleshoot Lotus Notes account, including migrating, synchronizing and repairing.
Experienced in technical call center operations, providing service by communicating effective resolution with clients and end users
Provide first level support of all inbound calls, emails and chats
Provide accurate, timely and professional follow-up on calls, emails and chats.
Maintain records of daily data communication/calls via Remedy ticketing application
Customer Services
(Insight Global) Walgreens, Bannockburn, IL 10/2014 – 01/2015
Service Desk Analyst (Contract)
Provided customer service through actively listening, showing empathy and attention to detail
Proactively, follows up on problems and anticipates customer concerns
Analyzes and identifies hardware & software issues and escalate issues where necessary
Develops, maintains and applies knowledge of proprietary systems and tools necessary to troubleshoot problems
Documents and summarizes interactions with internal customers, accurately, for tracking and reporting purposes, reporting transactions through POS
Adheres to department and company policies, procedures, and expectations particularly service level objectives
Support end users with MS Suite issues including Outlook
Maintains a standard of productivity that is scaled on a monthly basis
Works with employees within and outside the department to ensure the resolution or escalated of problems
When applicable, provides suggestions for process and procedure improvement
Tier 2 -phone support 100% in Windows XP Environment/Telnet in AS400
Provided and track all users history for future documentation through MS excel spreadsheet
Column IT Technical Services, Oak Brook, 01/2014 – 07/2014 Help Desk Analyst (Contract)
Help Desk Technician with experience providing PC and Client Support for end users (Devry Educational group)
Diagnosing, troubleshooting and resolving client issues with hardware maintenance
Installation of various software and software upgrades
Troubleshooting technical issues with Citrix, Active Directory, Microsoft Outlook, Microsoft Word and Window based operating systems
Incident Management
Experienced in technical call center operations, providing service by communicating effective resolution with clients and end users
Provided first level support of all inbound calls, emails and chats
Provided accurate, timely and professional follow-up on calls, emails and chats.
Maintained records of daily data communication/calls via Remedy ticketing application
EDUCATION:
Associate of Applied Science – IT Security specialist, Moraine Valley 2013- Palos Hills,IL
Cisco Academy Comp TIA A+, CompTIA Network+, CCENT, CCNA, 2015-Chicago, IL
American Business College - Recertify Network+, CCNA 2018
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