Edward Dunn III

L* Desktop Support Technician/Hardware Technician/Identity and Access Management

Chicago, IL 60613

adxuzx@r.postjobfree.com

773-***-****

Responding to customers, closing tickets, changing ticket details, moving tickets from one category to another via Service Now ticketing system.

Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer, Hardware configurations etc... Level 2 generally handles configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services).

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Versatile Computer Hardware Technician who is certified in contemporary and legacy hardware platforms. Adept at troubleshooting hardware and software issues, performing successful hardware upgrades without disrupting service, and recommending hardware upgrades to management. Specializes in companies with multiple locations and mainframe platforms.

Highlights

Maintains several technical certifications for multiple legacy hardware platforms

Excellent project planning and management skills

Very strong team skills along with the ability to work independently

Dedicated to completing any project on time and working extra hours to do so

Reliable employee who rarely takes an unscheduled day off

Excellent communication skills with personnel and management.

St. Anthony Hospital, Chicago, IL

Position: Tier 3 Support / 2 months contract: March 2023 –May 2023

Job Details:

Skillset/Qualifications:

Advanced Desktop Support

Some A/V work

Medical carts (carts with computers)

90% of the calls are replacing hardware, imaging a computer

10-20% open desktop computer and replace computer supply, replacing memory modules

Working with scanners, monitors, laptops, etc.

MS office 10 & 11/ Mac OS, Jamf Pro

Network troubleshooting

O365 cloud platform

Citrix or VPN software support

Help at Home

L2 DSS Technician, Identity and Access Management and Computer Hardware Technician,

March 2021 – January 2023

Chicago, IL

Jamf Pro, Mac OS, Intunes

Installed, maintained and repaired computers, laptops and peripheral devices.

Instructed customers to effectively operate and maintain their system as required.

Maintained Service Delivery Coordinator (SDC) for communication and ensured customer satisfaction.

Tracked and returned all parts as required.

Provided SDC with call shutting records and reports as necessary.

Resolved customers’ hardware-related problems.

PCG International

L2 Helpdesk Technician/Hardware Technician/Access Management

October 2020 – March 2021

Maywood, IL

Installed, maintained and repaired computers, laptops and peripheral devices.

Instructed customers to effectively operate and maintain their system as required.

Maintained Service Delivery Coordinator (SDC) for communication and ensured customer satisfaction.

Tracked and returned all parts as required.

Covid 19 Help Desk and Field Technician

Rush University Medical Center and City of Chicago IEMA -Chicago, IL March 2020 - October 2020

Building and maintaining computer systems and networks for local hospital (McCormick Place ACF,

Metro South hospital) overflow of patients during Covid 19 pandemic.

Troubleshooting errors, maintaining internet connectivity, running diagnostic tests, maintaining servers, repairing computer hardware, and providing technical support.

Help Desk Support / Service Desk Support

Rush University Medical Center - Chicago, IL

August 2019 to February 2020

2nd and 3rd shift Support of mixed desktop environment

a)Assisting users with questions / difficulties navigating various applications

b)Maintain Teamwork Desk by assigning and solving user tickets

c)Answer inquiries to help desk by phone, email and direct submission

d)Add new users to applications as assigned by leadership via active directory.

e)Troubleshoot variety of issues including, but not limited to, user permissions, application of defined workflows, and other system questions

1. Organization and Time Management – Handles multiple projects and prioritizes deadlines.

a)Assist leadership to identify and utilizes all resources available when priorities conflict or whenexternal challenges are lining up against the deadline. Must be able to clearly communicate the issue and be tenacious in finding resolution.

b)Handles a fluctuating workload and prioritize during times of peak demand and conflicting priorities.

Knows when to seek assistance to ensure deadlines are met and a quality product is delivered.

•Experience Windows imaging

•Lead person of small team of technicians and field techs.

•Support Cisco WebEx

•MS Remote Desktop Server 2012R2

•Software licenses with third-party vendor

•Support 700+ end-users including sales, marketing and executives.

•Detailed work with third party vendors when required.

•Support requests through Service Now ticketing system, using clear and detailed communication. • A curious and can-do mindset, where you learn more about the IT environment and tackle additional responsibilities.

•Active Directory / Group policy

Help Desk Support / Remote Support

MSP Sagin, LLC - Chicago, IL

October 2017 to March 2019

•Software and hardware problems (e.g., setting up email, usernames, and passwords; operatingpersonal computer and software) active directory. O365.

•Maintains and Supports desktops, laptops and servers

•Installs and upgrades, tests and configures work stations, peripheral equipment and software

•Performs Backups, imaging & deploying of new machines/hardware upgrades

•Sets up new users

•System user access to systems and servers

•Updates profiles, permissions, and maintains user account

•Setting up internet, intranet and E-mail accounts (Office 365 and Outlook)

•Supports Internal networks, internet connectivity, and VoIP phones systems

•Maintains Inventory of IT hardware and software assets and mobile devices

•Remote support via phone, email, remote (RDP) and on-site to all users and clients.

Tek Systems - Chicago, IL

December 2016 to October 2017

Help Desk Technician (Contract)

ConAgra Foods, Inc - Chicago, IL June 2016 to December 2016

Own Incidents and Service Requests which require in-person presence at the facility

•Provide technical support for both local and remote users

•Consistently ensure end-users are communicated the status of their request(s) and are aware ofexpected timeline to resolution

•Troubleshoot and resolve/escalate issues with internal business applications

•Install, configure and support various types of hardware including desktops, laptops, monitors,phones, peripherals and printers

•Escalate requests, where appropriate, to other IT technicians or engineers

•Report and update service requests in a timely, clear and concise manner

•Partner with Systems Engineering team to implement system and infrastructure enhancements andchanges

•Assist in the on-going development of Technical Support knowledgebase

•Manage hardware inventory (desktops, laptops, tablets, mobile devices) at the facility to supporthardware needs throughout the organization

•Support company Food Safety efforts through commitment and compliance to SQF standard pract

•Provide level 2/3 help desk support to its corporate end-users.

•Support 700+ end-users including sales, marketing, executives, and c-level attorneys.

•Self-assign tickets that are in the ticketing system, that is in our assigned group, and reach outto ConAgra's end-users and solve their problems in a timely fashion (on location or remotely), that doesn't go against the agreed upon SLA's.

•Send warrantied Lenovo ThinkPad laptops to IBM for repair.

•Computer asset management and disposal.

•Basic Cisco VoIP phone provisioning.

•Support Cisco WebEx and Cisco Telepresence meetings for town hall and corporate meetings. • Inventory on-hand computer inventoried ConAgra assets.

•Inventory and ship de-commissioned technology.

Technical Support (Contractor)

BeaconHill Technology - Chicago, IL

February 2016 to June 2016

•Provide first, second and third level support and troubleshooting on personal computer hardware andsoftware on a network, Bloomberg terminal for finance.

•Respond to and analyze problems through discussions with users.

•Shadow end-users with remote administration to determine and resolve hardware, software, and/orsystem and technical issues, reducing the need for on-site service calls.

Desktop Support/ Systems Analysis

Swoon Technology - Chicago, IL

April 2015 to December 2015 (Contract)

•Workday / O365 / SharePoint installation and backend support project.

•Backup to Systems Analyst support for Reimage laptops/System Center Configuration Managerupgrades/Software Center/Citrix VMware/Desktop Director/Network and local printer setup and troubleshoot/Bomgar and RDP/Group Policy/Change Management and CAB Reports.

•Commission and decommission servers, install and build new servers, make full use of the poweravailable to a server, as well as balance the cooling and weight distribution in the data-centers where the servers are located. Rack and Stack.

Technical Support and Service Desk Troubleshooting

University of Chicago - Chicago, IL

January 2015 to April 2015(Contract)

•Provided onsite and remote assistance for issues related to computer systems Workday software.

Insight Global - Chicago, IL

United Stationers Companies

March 2014 to December 2014

Caterpillar

December 2013 to March 2014

•Serviced over 2000 internal and external remote users

•Troubleshoot problems with users' software, hardware and network connectivity

•Image new hardware for users including laptops, desktops

•Windows 7 Project, migrated users to Windows 7 and verified profile and programs worked correctly

AT&T Technical Support Desk - Chicago, IL October 2013 to December 2013

Provided computer help desk support via telephone communications with end-users.

Computer Technical Analyst /Support Desk

United Air Lines, Inc - Chicago, IL December 2010 to May 2013

•Serviced over 2000 internal and external remote users.

•Troubleshoot problems with user's software, hardware, network connectivity.

Help Desk Technical Support

The Law Office of Smith, Hemmesch, Burke, Brannigan & Guerin - Chicago, IL

July 2006 to September 2008

•Provided telephone technical support for attorneys and staff with laptop computer systems, software,and hardware Office/Outlook/Word/Excel/PowerPoint.

•Accompanied attorneys to court to assist with organizing documents and present information togovernment officials and judges. Ran deliveries to other law offices in town as well as government buildings.

United States Air Force

502nd Air Force Band- Keesler AFB, MS / Interpersonal Communication / Band

Served as a resource for new team members; provided information and aided them in obtaining specific support services such as transportation, child care, personal finances, healthcare, housing, etc. Established relationships with team members and their families to ensure understanding of expectations.

Education

Bachelor of Science in Computer Information Systems

National American University - Chicago, IL May 2016

CompTia A+ Certification

Exams 220-1001 & 220-1002

March 2021

Associate of Applied Science in Information Technology and Networking

Westwood College of Technology - Chicago, IL August 2014

Skills

•Active Directory

•Help Desk

•Microsoft Windows

•ServiceNow

•VoIP phone systems

•Pxe boot

•Access management

•Desktop Support

•field technician

•Operating Systems

•Citrix

•Network Support

•Computer Networking

•LAN

•Intune

•Autopilot

•Time management

•Microsoft Excel • Salesforce

•Microsoft Word

•Customer service

•Microsoft Office

•Software troubleshooting

•Technical support

•Microsoft Windows Server

Military Service

Branch: United States Air Force

Rank: E-3

Contact this candidate