It Support Help Desk
Resume:
Mark Cuarto
https://www.linkedin.com/in/mark-cuarto-5311a9122
*******@*******.***
UNIT 311
DOWNERS GROVE, IL 60516
OBJECTIVE
Seeking a role in IT Ops Technical Support, Help Desk, and/or Administration
EXPERIENCE
IT Support Technician Mar/2023 – July/2024
Stefanini – CNH/Fiat Power Train, Burr Ridge, IL
-Full-time onsite position supporting over 100 users, both onsite and remote.
-Responsible for daily help desk tasks and support of all hardware and software
-Operated within an Active Directory (AD), Exchange, and Intune environment.
-Primarily supported Windows systems, with some experience in Apple environments.
-Provided support for both Android and Apple mobile devices.
IT Support Analyst / Desktop Support Aug/2019 – Nov/2021
Mutual Trust Life Insurance, Oak Brook, IL
-Full-time position working both remotely and on-site due to the pandemic.
-Provided IT support for internal and external users, covering both physical and virtual desktop support.
-Performed various daily administrative tasks to address software and hardware issues.
-Played a critical role in supporting users from home during the pandemic, handling connectivity and general hardware/software support.
-Split responsibilities: 50% focused on Tier 1 desktop support, with the remaining tasks ranging from Tier 2 to Tier 3 IT support.
-Supported end users and basic administration, including Active Directory (AD), VPN, Firewall, and Exchange/Office 365.
IT Support Technician, Feb/2019 - Jul/2019
MacNeal Hospital, Berwyn, Illinois
-Contract position responsible for the installation, deployment, and support of a hospital-wide refresh of computers to Windows 10.
-Managed the upgrade of over 1,000 devices and peripherals.
Technical Support Administrator, Dec/2018 – Jan/2019
Cooper’s Hawk, Downers Grove, Illinois
-Contract position providing daily technical support for a multi-state restaurant chain and the Restaurant Support Center.
-Handled configuration, installation, and ongoing maintenance of workstations, business applications, and network equipment.
-Supported operating systems, printers, Internet connections, telephones, and mobile devices.
-Addressed all technical support requests across various locations nationwide.
Help Desk Technician, Mar/2018 – Sep/2018
Adtalem Global Education/DeVry, Downers Grove, Illinois
-Contract position responsible for IMAC Break/Fix tickets for the Chicago suburban location, supporting over 1,000 users.
-Adhered to ITIL service standards using ServiceNow for ticket management.
-Provided troubleshooting support both remotely and face-to-face.
-Supported MS Office software, WebEx & MeetingPlace conferences, Cisco VPN remote access, and Cisco Soft phones.
-Managed onboarding and offboarding of clients, as well as daily upkeep of Active Directory (AD) and SCCM inventory.
-Led a primary project for the nationwide refresh of over 300 laptops.
-Assisted with a secondary project involving a company-wide domain migration.
IT Support Technician, Nov/2017 – Feb/2018
Edward Naperville Hospital, Naperville, Illinois
-Contract position responsible for the installation and maintenance of new desktop images.
-Managed the inventory data to ensure accuracy and currency.
-Utilized the ServiceNow ticketing system for tracking and managing tasks.
-Primary project involved the installation and upgrade as part of the hospital’s expansion.
Support Technician, Jul/2017 - Aug/2017
Northwestern Medicine Central DuPage, Winfield, Illinois
-Contract position responsible for the installation and maintenance of over 50 new desktops being upgraded from Windows XP to Windows 7.
-Provided daily IT support through the Remedy ticketing system.
-Primary project involved a hospital-wide refresh, upgrading laptops and desktops from Windows XP/7 to Windows 10.
Network Administrator, 2011 – 2016
Maryville Academy, Des Plaines, Illinois
-Full time position responsible for the administration and support of over 500 users throughout the Chicagoland area that included a school, hospital, residential and administrative offices. ITIL certified
-Administration of a Windows Server Cluster environment (Server 2003/2008) within an Active Directory domain running thru VMWare implementation
-Management and support of Lotus Notes Domino, Client and Designer issues
-Management and support of Harmony Health Care System
- Primary support for phone connectivity, thru old physical PBX lines (multiple locations)
- Maintain VM desktop/network application access, security and configurations
-Daily admin/upkeep of over 500 users’ helpdesk requests thru Remedy/Trackit! software
-Biweekly IT training sessions for new employees/users
IT Operations Administration / Support Technician, 2005 – 2010
Loparex LLC, Willowbrook, Illinois
Responsible for the administration and support of over 200 users both internal corporate and external customer users.
-Administration of a Windows Server Cluster environment (Server 2000/2003)
-Managed and supported Lotus Notes Domino, Client and Designer issues
-Primary AS/400 (Prism) operator and support tech for users.
-Provided 24/7 Support for all I/T issues ranging from server shutdown emergencies, to remote support for Sales Force
-Installation, configuration and maintenance of all company PC’s, peripherals and software, including configuration and support for VPN/Citrix remote.
-Developed technical support documentation for the IT operations unit.
-Primary contact for purchasing and maintenance of company laptop/desktop/server software and hardware support.
-Implementation and expansion of domain environment to new plant locations; progression from a Mac to Windows environment.
-Implementation and performing of winding down for closing two plant locations.
-Implementation, installation and administration of various servers (Blackberry Enterprise running Notes Domino, ADP HR, GPS, Progress, SAP, SQL, Symantec AV/Ghost/Backup, Minitab, Progress, company proprietary test software)
LAN/WAN Support Technician, 2003 - 2005
Alstom, Lisle, Illinois
Reporting to the VP IT America. Responsible for the support of the local corporate office of 70 users internally and externally.
-Support and maintenance of all software, hardware issues for users of local corporate office, including 24/7 external support.
-Primary network, server and client Installation, configuration and support of satellite office expansion to location in Nebraska for 20 remote users,
-Worked on the administration, maintenance and support for locations daily routines within Windows 2000 environment working within Remedy ticket system
Lead Technical Analyst, Technical Support Specialist, 1998 - 2002
AT&T, Elmhurst, Illinois
Reporting to Technical Support Management team. Responsible for all support of Cable Modem AT&T subscribers.
-Primary support for all issues regarding connectivity and support for cable modem subscribers.
-Promotion to team lead analyst as subscription base grew and company changed (formerly US West/Media One/Roadrunner)
-Documentation and lead tech for training of over 20+ Tech Support Specialists.
-Worked within a Mac/Windows environment handling issues on a wide variety of user systems.
SKILL TRAINING
A+ Certification (/Cable installs) (1999)
Windows Active Directory Management (2005)
Windows Server 2003 Administration (2005)
Lotus Domino Administration (2005)
Windows Domain Environment – Migration (2006)
Intro to SQL Queries (2007)
EDUCATION
English, Bachelor of Arts September 1994 – June 1996
DePaul University, Chicago, Illinois
GPA 3.4/4.0
Software/App Skills
Active Directory
Adobe Suite
ADP HR
AS/400
ODBC
Prism
I-Series
BRMS
Blackberry BES
Citrix VPN
COGNOS
Compeat
Corel Paradox
Exchange
GPS DB
Harmony
JD Edwards
Lotus Notes 4 - 7
ACT!
Client
Domino
Designer
QSI
Micros POS
Minitab
MS Office / 365
Phone Systems
Siemens/ROLM/NEC
Remote Tools
Bomgar
RDP
Skype
VnC
SAP
Symantec
AV
Ghost
Backup Exec
Sophos Firewall
Progress
Ticketing Systems
BMC Remedy
Kaseya
ServiceNow
Track IT!
UPS Powerware
VMWare / VSphere
VDI Unidesk
Windows Server
2000/2003/2012
References
Mark Cuarto / 630-***-****
Maryville
Brandon Burgess / System Administrator / 847-***-****
John Falsetti / IT Director / 312-***-****
Jerry Sims / Technical Support Specialist / 708-***-****
Adtalem / DeVry
Kevin Baldwin / IT Support Tech-Admin / 630-***-****
Martin Miedona / IT Support Manager Supervisor / 773-***-****
MTL Insurance
Larry Gustafson / IT Support Administrator / 224-***-****
FPT / Stefanini
Mike Maola / IT Support Manager / 708-***-****
Kelly Moffat / IT Support Supervisor / 610-***-****
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