Help Desk Chicago Il

Kenneth Ross

Ph 708-***-****

Chicago Il

*****@*******.***

SUMMARY:

Over 25 years of experience as a Help Desk/Desktop Technician providing customer, hardware, and software support, with hands on experience in troubleshooting hardware, software, network, and LAN/WAN connectivity issues. Perform monitoring and diagnostic troubleshooting task as required and attempt to resolve issues within the scope of responsibility using document procedures and available tools.

Can reset apps back and resend apps to third party vendors. He has escalation experience as well as troubleshooting and resetting phone lines and password for PBX Systems Unity, IPT, and Avaya Voice mail, Voice Transport troubleshooting.

Has built server racks and phone racks from scratch for different departments, as well as installing software and laying cables.

Has experience with LAN/WAN TCP/IP networks (Windows networking, Ethernet, RAS, DHCP, DNS, and WINS), providing technical phone support to remote user populations, both verbally and in writing, with nontechnical users.

Has a good knowledge and experience in LAN/WAN, TCP/IP, networks, Macintosh software, Personal computers, Windows, and WordPerfect MS WORD and installing boards.

EDUCATION:

College of Automation, AA Computer SCI /Account Chicago IL 1981-1983

CERTIFICATIONS:

A+ and Network + 1996

TECHNICAL SKILLS:

TCP/IPVPN DHCH DNS WINS Cisco/Nortel Citrix Sun Systems Unix Dec Min Hp Win 7,8,10

PROFESSIONAL EXPERIENCE:

Contract to Hanover Insurance Itasca IL lev 2&3 Sept 09 2023 to Present

Desktop and phone support also remote

Wipe old laptops of data and process

Deployment of third-party applications software checkpoint data security.

Test and image desktops and laptops.

Responsible for successful deployment and upgrades of workstations

Assist in developing and documenting improvements to current processes.

Managing a Laptop Loaner pool Follow-up on tickets used Service Now

Wipe old laptops of data and process

Reset pw in AD

Remote to user Pc

Windows 10\11 deployment

Support 3dr party soutware

Set New user with laptop and profile

Track tickets in ITSM ticketing System. With server now

Handle difficult customer situations in a professional manner, Track support tickets in call tracking system

Contract to Franciscan Ministries ) Lemont IL Lever 2&3 Tech March 28, 2022 to Jan 28 2023

Serve as the first contact with associates who need technical assistance via the phone or email.

Perform troubleshooting using different diagnostic techniques

Troubleshoot, diagnose, and resolve technical hardware and / or software issues

Provide quick resolution and excellent customer service

Provide primary support to executive users

Redirect unresolved issues to the next level of support personnel

Provide needed information on IT products or services Reimage systems as required

Keep record of problems and their resolution

Printer software Papercut server

Follow-up on tickets used Service Now

Bomgar (for remote access)

Provide feedback on processes and make recommendations on areas to improve

Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting

Suggest improvements on procedures

Installing, configuring and supporting windows-based applications on Windows 7, 8, and 10 desktop systems, both virtual and physical

Troubleshoot and resolved VMWare VDI end users profile, printers, and other technical issue with minimum impact

Experience in troubleshooting Office365 related issue

Troubleshoot end-users email accounts in Microsoft Exchange 2010 and 2016

Analyzing requirements for deployment of new desktop applications, creating deployment plans and automation processes for new applications

Setup audio room for company team meeting

Extensive knowledge of Server and PC hardware and software maintenance

Hands-on experience implementing Windows Active Directory Services

Virtual Desktop Image (VDI) creation and validation using System Center Configuration Manager

Maintain VMware Horizon VIEW virtual desktops and golden images

Hands-on experience supporting additional Microsoft products (Office, Project, etc.

Work with procurement staff to purchase hardware and software

Familiar with antivirus and security software and troubleshooting services affected by these software applications

Experience in MAC, WiFi, Telephone system supportHands-on experience with G-Suite

Scripting experience PowerShell / VB scripting is plus

Experience in Tier Ditchi (Thin client) is plusBA in IT, Computer Science or similar relevant field

(Contract to City of Chicago IT Dept ) It &Phone Support Specialist Lead Apr 2021 – Mar 7, 2022

Deploy new hardware to end-users including backup and transfer of end-user data and files from old PC to replacement PC

Wipe old laptops of data and process.

Support Chicago fireman and CPD and all of City hall and all other Dept Water Street

Desktop and phone support also remote

Takeover 30 phone call and face to face a day 30 to 45 ticket per day

Support Chicago police fire and all of city hall dept of the city

Work with procurement staff to purchase hardware and software

Diagnose software and hardware errors and compatibility issues to provide post deployment support when needed

Installs and maintains PCs and associated software, and peripherals

Provides maintenance and support on legacy products Follow-up on tickets used Service Now

Provides support for software, hardware, and networking support for desktops, laptops, and servers Papercut

Ensures client-specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system

Install, configure, and troubleshoot Windows 10 based operating systems, Microsoft Office and Internet browsers

Adheres to Desktop and End User Computing processes, procedures, policies, and job aids

Provides customer training and knowledge documentation

Support all of city of Chicago applicate

Reset pw in AD

Remote to user Pc

Add Printer to user profile

Copy/Transfer user data from old drive to new drive

Add Gpo

Schedule of deployment with customer

Control Audio room remote for team meeting

Pre and post user communication and follow-up

Support common Windows applications and their configurations including MS Office and Outlook

Return old drive/machine to inventory

Ensure inventory systems are updated

Microsoft Configuration Toolkit

Field questions from End Users

Assist in setup of AV Equipment with Windows 10 Front-end

PC Builds

McCormick Place Hospital/Synoptek- Clovity, IL LeadIT Support Specialist Apr 2020 - Jul 2020

IT Support Specialist

Resolving network issues.

Installing and configuring hardware and software.

Receiving and documenting requests for support.

Track tickets in ITSM ticketing System.

Display and apply knowledge of technologies including Microsoft, Infrastructure Networks, thin client technologies, server virtualization and an awareness and understanding of additional software programmers and technologies relevant to technical infrastructure environments.

Configuring new desktops, routers, modems, and similar devices.

Following up with clients to ensure the problem is resolved.

Replacing or repairing the necessary parts.

Supporting the roll-out of new applications.

Work with procurement staff to purchase hardware and software

Take phone over the acd.

Apple Smartphone and Tablets.

Managing multiple cases at one time. Testing and evaluating new technologies.

Deciding on the most suitable ways of providing aid.

Use Landesk to get track computer user and Follow-up on tickets used Service Now

Advising staff on appropriate procedures for directing their IT-related queries and recommendations.

Substantiating requests for hardware and software purchases and upgrades, if appropriate.

Diagnosing and repairing faults.

Speaking to customers to quickly get to the root of their problem.

Help support Doctor and RN nurse with software that reg patinas with COVID -19.

Updating computer operating systems and other important software, as needed.

Delivering IT and related assistance upon request, or as you deem suitable.

Thin client Autologin.

Install EPIC software manual and with Image.

ARTHUR J. GALLAGHER / Smart Sour- Insight-Rolling Meadows, IL Sep 2019 – Mar 2020

Lead Technician

Test and image desktops and laptops.

Image/deploy rebuild PC and Thin clients.

Apple Smartphone and Tablets

Provides hands-on user support by troubleshooting hardware and software problems for desktop and laptop computers.

Maintain, analyze, and troubleshoot, software and computer peripherals. papercut

Managing high-severity and priority incidents from identification to resolution.

Providing desktop support to the client's end-users including problem determination, resolution, and escalation.

Issuing timely, accurate, and professional company-wide notification regarding incidents impacting the user community.

Work with procurement staff to purchase hardware and software

Set audio room for team meeting

Performing resolution and tracking of incidents with network, servers, PC operating systems, applications, and peripherals in accordance with IT Service Desk procedures.

Working with executive level staff and end-users as their primary deskside support, via online helpdesk system, telephone, and remote support tools to diagnose technical issues related to PC operating systems, applications, network, servers, and peripherals.

Loyola Medicine Center / S3 - Maywood IL Apr 2019 - Sep 2019

Lead Technical Support

Test and image desktops and laptops.

Ability to setup, configure and add all hardware.

Assist User and VIP user white glove, Doctor, Nurse that must travel sometime to meeting out of town

Assist Corporate Desk Side Support technicians with large IMACs.

Assure that all tickets requiring follow up work and/or calls receive appropriate attention. Provide technical support to end users via telephone

HP Cer break fix

Configures workstations for new users and upgrades existing equipment and software.

Back up and burn end user data.

and Bomgar (for remote access)

Assist in developing and documenting improvements to current processes.

Managing a Laptop Loaner pool Follow-up on tickets used Service Now

Smartphone 's Tablets

Assist co-workers in resolution of end users technical issues.

Assist co-workers in the execution of established processes and escalations.

User Landesk to keep track of software and user locates

Test, image and clean PCs, laptop, monitors, printers, and other related hardware.

Use Customer Service and Technical skills to respond to Users’ needs

Create, test, and maintain current workstation images

Test, evaluate and package applications for workstation distribution

Responsible for successful deployment and upgrades of workstations

Mentor and train the other team members on imaging methods

Sun-Quest Systems

Re-images computers, performs data migrations and restorations, and conducts remote problem solving as needed.

City of Chicago (Self-Employed) Apr 2018 – Dec 2018

PC Support Technician/ POS Support

Work with various employers providing temporary work regarding onsite and remote work.

Windows 7 upgrades including security and password resets XP Support.

Deployment of third-partyapplications and call third party vendors for software licensing.

Loaded POS software changing Password for POS system update new software.

Support Business router and switch within City of Chicago and other locate.

Administrate and educate employees and provide telephone customer support for end users.

Deployment of third-party applications software checkpoint data security.

Coordination with EMHC on implementation of applications utilizing SCCM and other repositories.

User State Migration Tool (USMT) SCCM when Deployment new systems.

Install Thin client with Window 10, 7.

Northern Trust Bank, IL July 2017 - Feb 2018

Security/Helpdesk Analyst Data Security Analyst

Process access changes for department reorganizations or large group changes.

Process Reconciliation in accordance with procedures.

Ensure proper and authorized access to data systems.

Assist User and VIP user white glove when go to meeting out of state to make they can VPN back to the bank.

Work with procurement staff to purchase hardware and software Reimage systems as required

Follow information security policies and procedures in granting access.

Create or modify procedures as assigned.

Windows 10 deployment.

Complete assigned project as scheduled.

Bomgar (for remote access)

Process Access Certification, Service Now.

Process access changes for department reorganizations or large group changes.

Assign hard and soft Token for Bank partner.

Remove User off and resign user in Active Directory also remove user of used Service Now

Creation, Deletion, modification of accounts on Active Directory.

Provisioning access to the users in Active directory through ticketing tool.

Create and Modify Domain User Accounts, System accounts, and Organizational Units by using the Active Directory Users.

Adding and deleting groups to the user in AD.

ACD phone inside and outside phone call.

Create, delete, and modify Mainframe accounts includes creating ACF2 datasets and modifications to datasets.

Troubleshooting and directly interact with end users, receiving and sending mail to end usersand raise the interaction tickets and analyzing as per the end user requirements.

Edward-Elmhurst Health Care - Naperville, IL Apr 2016 - Feb 2017

IT Technician

Image, deploy, and swap out computer windows 10 deployment.

Support in a Windows 7,10, environment.

Work with Active Directory migration, SCCM and Global Policy experience.

Deployment of Single Sign-On solution and Autologon.

Thin client with autologin.

Work with procurement staff to purchase hardware and software

Coordination with EMHC on implementation of applications utilizing SCCM and other repositories.

Deployment of third-party applications software checkpoint data security.

Deployment of third-party applications and call third party vendors for software licensing.

Labs with Sun-quest Systems.

Install software EPIC. differ department of the hospital.

Set up audio room for team meeting for all locate

Support IPAD and IPHONE.

Handle difficult customer situations in a professional manner, Track support tickets in call tracking system

Installation of all types of computer hardware and peripherals that is typical of a hospital or clinical environment.

Provisioning and managing users in Microsoft Active Directory.

Processes phone calls and email requests from external customers and partner field techs regarding client's IT service needs, issues, and inquiries.

Processes phone calls and email requests from external customers and partner field techs regarding client's IT service needs, issues, and inquiries. Follow-up on tickets used Service Now

Break-fix Support=desktop, laptop.

Troubleshoots IT related problems of application Doctor on software, PC's, laptops, and printers per pre-scripted procedures.

Bomgar (for remote access)

Assist User and VIP user white glove, Nurse that must travel sometime to meeting out of town.

Assists customers with new device configuration and implementation via a pre-written script.

Logs all incidents by providing high-quality customer service to our customers, both internal and external.

Remedy and service now ticket.

MerieuxNutriSciences)- Chicago IL Feb 2016 - Apr 2016

Desktop Support Analyst L3

Support desktop applications, including user interface, word processing, spreadsheet, database, and application system integration tools.

Setup, upgrade and install desktop systems. Configure, install, and test hardware, operating system, peripherals, and application software.

Provide desktop technical support to all IT external and internal customers. Evaluate desktop (personal computers, printers, modems, faxes, etc.) requirements issues; and identify and recommend/implement corrective action.

Assist IT applications group in support of Laboratory, Technical Services, and administrative applications.

Assist IT operations personnel in day-to-day operations of computer systems.

Support in a Windows 7,10, environment.

Communicate project/request status and issues to IT management and IT customers. Notify management of issues and recommended solutions to ensure projects are completed on-time, on-budget, and the customer is satisfied.

Install thin client with Window 10, 7.

Develop/identify training manuals/sessions and train and/or coordinate training of users on desktop applications.

Maintain up-to-date knowledge and awareness of company labs and desktop application products and trends.

Support corporate quality and improvement process (TQM).

This position has the responsibilities and authority to identify departures from the quality system or test procedures and document such observations in accordance with the prescribed complaint system.

Perform other duties as needed.

WALGREEN/OPTIONCARE- Deerfield IL Oct 2015 - Jan 2016

Remote support Tech/Support L3

Provide phone support on an open bridge line for onsite field technicians performing XP to Win7 migrations.

Receives onsite technician phone calls for assistance in resolving migration issues.

Documents all user interactions per established procedures in Remedy help desk software.

Provides troubleshooting support and guidance on migration steps and issue resolution to ensure successful.

Working with variety of desktop hardware platforms/vendors.

Providing remote support by phone remedy and service now ticket.

Installing software packages and printer setup remotely with Onsite tech.

Take initial call from corporate end user and log data.

Provide clients with status of open tickets upon request.

Windows 7 to 8 and 10 deployments.

Engage 3rd party vendors when needed and document accordingly.

Connect new workstations to network and host systems.

Assign Thin client name remote.

Troubleshoot hardware and software issue based on priority.

GRAINGER, IL July 2015 - Dec 2015

Tech helpdesk representative level 2

Drawers not opening to disperse the items

Support the field technicians that are troubleshooting broken vending machines.

70% of the issues are hardware related and the other 30% of the issues are software related. Knowledge to walk the technicianthrough troubleshooting the issue.

Manages and documents resolutions in assigned Remedy and Service Now work queue to ensure that issues are resolved in a timely manner and appropriate trouble ticket documentation is captured.

Help with remove and replace part

Installs hardware, software, and peripherals. Troubleshoots basic hardware and software problems remote

Works with users to solve problems with available technology including hardware, software, and peripherals.

May simulate or recreate user problems to resolve operating difficulties.

Provides secure vending machines outside and inside of their customers' warehouses

Support vending machines that have a touch screen software that runs on Windows XP and Win 7 a proprietary software

Order part base off the problem I think that will fix the problem

Must walk the technician through troubleshooting the issue. Network downloading software

ALLOYA CORPORATE Remote Oct 2014 - May 2015

Desktop Support/Implementation Specialist L3

COMMUNITY HEALTH SYSTEMS, IL May 2014 - Aug 2014

Infrastructure Engineer Technician L3

AON/HEWITT, IL Feb 2014 - May 2014

PC Support Technician L2

Clorox / HCL Sep 2013 - Feb 2014

PC Support Technician L3

ALLSTATE Insurance, IL Mar 2013 - Aug 2013

Desktop Support Technician L3

INGALLS HEALTH CARE, IL Oct 2012 - Mar 2013

Desktop Support Technician L3

PC Support Technician/Self-Employed Jan 2012 - Jan 2013

ALEXIAN BROTHER HEALTH, IL Apr 2011 - Jan 2012

CAREPC Support Technician L3

WALGREENSPOS, IL Sep 2010 - Jan 2011

PC Support Technician III

AT&T, IL Jul 2009 - Sep 2010

PC Support Technician IIINOC

BLUE CROSS BLUE SHIELD), IL Nov 2008 – Mar 2009

Help Desk Technician 2

BP / Insight Global May 2008 - Oct 2008

PC Support Technician III

ABBOTT LABS, IL Jul 2007 – Apr 2008

PC Support Technician III

Omnicell Waukegan, IL Sep 2006 - May 2007

IT Support Desk Engineer Level 2

Home Depot Arlington Heights, IL May 2006 – July 2006

PC Technician

Hewitt Associates Lincolnshire, IL Sep 2005 – Feb 2006

Service Associate

Air Wisconsin/United Airlines, Chicago, IL Sep 2004 - Sep 2005

PUSH BACK PLANE / Customer Service/Agent

Advocate Health Care Oak Brook, IL Nov 1997 – Mar 2003

Tech Support Apps Analyze / Helpdesk /Client Server

DePaul University - Chicago, IL (May 1997 - March 1998)

Mvs/tso Help Desk Support

Riverside Publishing – Chicago, IL (February 1996 - August 1996)

Systems Administrator Support

University of Chicago Hospital – Chicago, IL (November 1994 - April 1996)

Help Desk / Console Operator

Chicago Tribune - Chicago, IL (May 1992 - October 1994)

Computer Console Operator/Helpdesk

Midwest Stock Exchange - Chicago, IL (October 1990 - June 1992)

Computer Console Operator/Helpdesk

AT&T Bell Laboratories - Naperville, IL (March 1983 - June 1990)

Unix/Sun/Vax/Vms Console Operator Level 7/Customer Service/Helpdesk

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