Alan Batio

Huntley, IL *****

adxhpg@r.postjobfree.com

+1-815-***-****

Provided Exceptional service to 600 computer users and had to meet service objectives for responding to and providing support to fix all PC hardware and software Requests. Proficient in hardware maintenance and basic repairs. Very good knowledge in improvements to raise the quality of support to all PC users.

Proficient in documenting processes and procedures. Excellent knowledge in the tracking of software licenses for compliance purposes. Excellent experience in the escalating to next level of support when needed. Assisted on numerous projects that were assigned. Work Experience

Level 1, 2, 3 MSP Support

Helping Hand I.T. - Saint Charles, IL

February 2015 to Present

• Provide phone support to all external clients

• Remote into client servers for updates, patches and software deployments including virus removal if necessary

• Help all external clients with any Account issues, password issues, Email issues

• Provide support for exchange, Active Directory including Distribution lists, creating Accounts and troubleshooting connection issues

• Provide Support for all remote users using Cisco VPN, NetXtender and Open VPN

• Support all clients with their Shoretell Cisco VOIP phones

• Create and document tickets of all incoming calls and what the resolution was

• Provide support for all warehouse Kiosk machines

• Provide support for all Tablets, phones for remote users

• Meraki Firewall Administration

• Student Information System Support (ASPEN)

• Veeam support and administration

• Office 365 support and setup of Emails, Distribution Groups, Sharepoint support and setup

• Synology setup and support

• Sonicwall support

• Sphere setup and support

• Datto remote management

• Azure support

• Manage a team of 6

Level 1, 2, 3 Support Lead

Greco and Sons - Bartlett, IL

January 2012 to January 2015

· Utilize AMP Agility software to remote into servers and Desktops

· Utilize Axcient back server to perform restores and backups for the company

· Utilize SMS for Tracking, software deployment, and patches

· Utilize VM Ware Daily

· Supported Hard Drive and Data loss to all users

· Reported all Metrics to the Director of I.T.

· Supported Active Directory accounts and emails.

· Utilize Sonic Wall Firewall Daily

· Supported Exchange.

· Supported printers, scanners and copiers.

· Supported Dell VPN

· Supported Server Installations and Network Setups

· Used WSUS Daily

· Maintained and updated company Inventory of all Hardware and software

· Track and support all Mobile Devices using our Mobile manager Maas360 including Tablets, Phones and PDA’s

· Maintain our third party program called Planet Press to support our Digital Pens for Drivers Lab Instructor

Computer Systems Institute - Elgin, IL

January 2011 to August 2012

· Taught students of 25 per class an 8-month course on the Fundamentals of Hardware, Software and Networking skills in the IT field.

· Certified students in A+, taught both lecture and lab.

· Ensured completion of lab requirements and certification completion. Level 2/3 Help Desk

Abbott Labs - North Chicago, IL

January 2010 to December 2011

· Supported RSA Tokens.

· Accurately identify, prioritize and log the service requests within establish standards.

· Diagnose problems by asking accurate and concise questions.

· Logged calls and reset network passwords.

· Support of Lotus Notes.

· Support of MVS mainframe, Unix and Oracle.

· Cisco VPN support.

· Microsoft Office Suit Support.

· Support GroupWise and Novell accounts, permissions and passwords.

· Citrix Receiver support

· Supported GroupWise E-mail Client.

· Supported Novel Environment including accounts, passwords and security permissions. Level 2 Support Technician

Ticket Master - Crystal Lake, IL

January 2005 to December 2010

· Provide support for 100+ users in a call center setting.

· Researched and repaired all desktop and laptop computer malfunctions.

· Ordered, returned and tracked desktop and laptop equipment; worked closely with vendors.

· Reduced inventory of unused, broken or obsolete computers via product exchange.

· Coordinated and distributed trouble tickets ensuring resolution in a timely manner.

· Extensively worked with Active Directory on a daily basis.

· Extensively worked with SMS; remotely fixed and pushed out software packages.

· Responsible for set up, maintenance and troubleshooting of Cisco phones.

· Ensured maintenance and troubleshooting of wireless networks.

· Extensively supported off site Cisco VPN users and consultants.

· Installed, troubleshot, and configured PDA phones company wide.

· Supported Microsoft Office 2003 and 2007.

· Supported Windows XP, 7 and 2003 server.

· Supported network connectivity issues, patch panel installations, troubleshooting and internet connectivity issues.

· Provided call support 1/3 of the day handling external user issues including PDA devices, active directory accounts and Cisco VPN issues.

· Maintained backups to the company data and files. Education

Associate of Applied Science in Computer Network Engineering Westwood College of Technology - Chicago, IL, US

2003

Computer Science

Northeastern Illinois University - Chicago, IL, US 1999

Skills

• Provided Exceptional service to 600 computer users and had to meet service objectives for responding to and providing support to fix all PC hardware and software Requests. Proficient in hardware maintenance and basic repairs. Very good knowledge in improvements to raise the quality of support to all PC users. Proficient in documenting processes and procedures. Excellent knowledge in the tracking of software licenses for compliance purposes. Excellent experience in the escalating to next level of support when needed. Assisted on numerous projects that were assigned.

• DNS

• Microsoft Windows Server

• Firewall

• LAN

• VPN

• Computer networking

• Active Directory

Certifications and Licenses

CompTIA A+

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