Support Specialist It

Christine Sachs

*** *. **** ******, ******** Valley, IA. 51555 402-***-**** **-*****@*******.*** OBJECTIVE

Dedicated professional with integrity, intuition, promptness, people skills, and who appreciates getting the job done right on a as needed basis. Seeks an IT Support role offering opportunities for long term professional growth and development. EDUCATION

ASSOCIATES GRADUATED IWCC

· Major: Microcomputer Support Specialist

CERTIFICATES:

· CompTIA A+

· ITIL Ver: 3

SKILLS

WINDOWS OS EXPERIENCE

· Windows 11,10, 8, 7, XP, Server 2012, 2008 & 2003 INFORMATION TECHNOLOGY ROLES

· Utilized Print Servers

· Managed File Servers

· Creation of User accounts on Web Based Software

· Resolved Network Connectivity - TCP/IP, DHCP, DNS, Wireless, VPN

· Data Transfer from ACH Server to CHI Server

· Creating User Accounts per Active Directory

· File and Print Sharing

· Creating OU’s, Groups, pushing down Group Policies

· Creating MS Exchange Email Accounts

· Utilized Cisco VOIP Phones

· Utilized & Proficient using WinAreo Tweaker-Customization on Win 10

· Utilized and Proficient in Power ISO

· Adding & Removing Computers, Users in AD

· Prioritizing Ticketing System to resolve work orders

· Imaging Various Computers with Microsoft Azure, SCCM, & Win PE,

· Updating Gold Images and taking Snapshots in VMWare

· Remote Control into end user’s computers to help resolve their software issues.

· Reset End Users Passwords

APPLICATION INSTALLS

· Citrix 12, Receiver 4.2, 4.4.5, VMWare, MS One Drive

· Office 365, 2016, 2013, 2010, 2008, Skype, MS Messenger, Microsoft Teams

· Drive Encryption - BitLocker, McAfee, PGP (Symantec)

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· Antivirus – McAfee, Symantec, Kaspersky, Adaware, Avast, Micro Trend, Bitdefender

· Remote – Dameware, TeamViewer, Bomgar, RDP, LogMeIn, Anyviewer

· Ticketing Systems – Track It, Remedy, Cherwell, Footprints, Service Now THIN CLIENTS

· HP, Zero Clients, IGELS with Embedded Windows 7, Windows XP

· Setup, Managed, over 300 Hardware Units

· Pushed Images, Updates, & Application Packages

PRINTERS

· HP, Gestetner, Xerox, Toshiba, Savin, Brother, Canon, Dell, Konica Minolta, Lexmark

· Setup, Added Email address via Webpage to Network Printers

· Upgraded Firmware, Installed Memory, Replaced Toner Cartridges

· Troubleshoot connectivity Issues

MOBILE DEVICES

· Android, I-Phones

· Installation, Configuration of AirWatch & Outlook Exchange Email WORK HISTORY

Computer Technician Self-Employed 1/25/2022- Current

· Created Business Cards & Flyers to post on Facebook social media

· Had Customers bring their computers to my house to be fixed whether it was a hardware or software issue

· Upgraded Firmware, Upgraded Bios, installed Windows Updates as needed. Installed Memory, Replaced Laptop Batteries and Desktop Power Supplies

· Replaced SSD Hard Drives & Wireless internal Card

· Repaired Customers Windows 11 or Windows 10 computers

· Would always call customer before repairs were performed to discuss options

· Always supplied Users with a Repair Sheet & made recommendations on Repair Sheet

· Removed Viruses, Spyware & Malware from Users Computers

· Troubleshoot connectivity Issues

· Would always contact customer within 2 to 3 days to see how their computer was performing for them

· Excellent Customer Skills

Was Self Employed for 2 yrs. due to a Medical Severe Condition Ameriserve International IT Support Specialist 10-1-2021 - 1-18-2022

· Troubleshooting Hardware & Software computer issues

· Working Tickets in Service Now

· Installing Maintenance Kits on various Printers

· Replacing Modems & Routers for Cox Communications

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* Re-Imaging used Computers for Various Customer Service Reps.

* Deploying New HP & Dell Laptops to new employees

* Attending Weekly IT Meetings

* Excellent Customer Service Skills

Insight Global – Contracted to the VA Nebraska-Western Iowa Health Care System IT Support Specialist 8/2020 - 9/2021

* Troubleshooting Hardware & Software computer issues

* Working Tickets in Service Now

* Installing Maintenance Kits on Dell Printers

* Pushing Software to users’ computers using DBat

* Imaging New Computers for Various Hospital Employees

* Deploying New HP & Dell Laptops to refresh End of Life

* Attending Weekly IT Meetings & Biweekly Meetings

* Excellent Customer Service Skills

Concentric Inc. – Contracted to Valmont Industries PC Support Specialist II 9/2019 - 6/2020

· Troubleshoot Computer tickets on Hardware & Software issues

· Created Documentation for end users on how to setup email on their iPhones & Androids

· Upgrading PC’s & Laptops from Windows 7 to Windows 10

· Setting up VPN connections so end users could work from home due to CoVid-19

· Adding RDP Sessions to End Users Laptops so they could remote into their work computers from home

· Imaging New Computers & Laptops for end users that had 7 + yrs. computers

· Adding additional Software to computers that was not part of the Base Image

· Setup new computers, Monitors, keyboards & mice to new hires or users that had 7 + yrs. computers

· Walking end users through how to setup their Signature in Outlook

· Remoting into end users’ computers using Dameware or FixMe.IT

· Had IT Meetings every morning to let IT Manager know what was going to be accomplished for the day

· Excellent Customer Service Skills

IOWA WESTERN COMMUNITY COLLEGE MC SUPPORT SPECIALIST 11/2018 - 8/2019

· Troubleshoot Helpstar tickets on Hardware & Software issues

· Created Documentation for students on how to setup email on their iPhone & Androids

· Reset Passwords for Students

· Imaged Desktop, Laptop & Windows Surfaces using SCCM

· Rebuild VDI Hard Drive for staff & faculty

· Set up Laptops once a month for Board Meetings

· Moved users’ computers from one office to another office

· Replaced Instructors old computers with a Windows 10 desktop computer

· Walked Staff, Faculty and Adjuncts on how to add Signature to Outlook

· Excellent Customer Service Skills

BAY ONE CONTRACTED TO - BANK OF THE WEST INFRASTRUCTURE ENGINEER- VDI 3/2018 – 9/2018

· Troubleshoot Cherwell Tickets for VDI issues

· Created Documentation for the Service Desk on Thin Clients and Zero Clients

· Created Appstacks of Various Apps

· Update Gold Images on Provisioning Machine

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· Tested Gold Images on desktops.bankofthewest.com 6.2 and DT.1.botw.com in the 7.4 Environment

· Resolved End Users issues on VDI Sessions

· Added users to AVG, TAG, and GPO with Various Apps in AD

· Remoted into users VDI Sessions using Bomgar or Lync

· Migrated users from 6.2 to 7.4 VDI Environments

COMPUTER TECHNICIAN SELF-EMPLOYED 6/2016 – 2/2018

· Repair, Dell, HP, Acer, Toshiba, Desktops and Laptops

· Install Various antivirus software on Clients Computers

· Remove malware, spyware and viruses

· Installation, Configuration of Windows Server 2016

· Network support and maintenance of peripheral devices, such as servers, routers, switches, printers, faxes, external storage devices, and phone system

· Configuration of email accounts with Microsoft Exchange

· Create New User & Group accounts at Logan Courthouse using

· Excellent Customer Service Skills

BALOTAR SUPPORT SPECIALIST ES&S SYSTEMS & SOFTWARE 7/2017 – 11/2017

· Installation of Balotar Software on Election Computers

· Remoting into Computers using TeamViewer to update Election Files in Balotar Production

· Configuring OkiData Printers for Election Printing

· Updating .CSV Files, PDF Files & PDF Bank folders in Balotar Productions

· Troubleshooting Excel 2007 issues inside of Balotar to fix Keyfields

· Fixing Users PDF Files when they create a new Ballot Styles COMPUTER SUPPORT ANALYST CONAGRA BRANDS 6/2015 - 6/2016

· Installation, Configuration – Windows 10 and Windows 7

· Imaging of Lenovo Laptops & Desktops with SCCM

· Setup User Accounts with AD, Email accounts with MS Exchange

· Network support and maintenance of peripheral devices, such as servers, routers, switches, printers, faxes, external storage devices, and phone system (Cisco/VOIP)

· Tracking Lenovo Inventory, Documentation of Software Installs

· Worked closely with Team Members to meet or exceed all user’s requirements

· Excellent Customer Service Skills

CLIENT SUPPORT ANALYST CATHOLIC HEALTH INITATIVES 12/2012 - 5/2015

· Installation and configuration of Air Watch on mobile devices

· Managed the deployment and support for over one hundred Igel thin clients

· Imaging desktop and laptop computers using SCCM/PXE

· Configuration & setting up users in Microsoft Exchange

· Installation, Configuration of Windows Server 2012 on Virtual Servers

· Switching Computers from ACH Domain to CHI Domain

· Installation, Configuration of Epic Software

· Transporting new computers to various clinics

· Performed troubleshooting of software and network connectivity problems

· Increased productivity Igel’s replaced thin clients during the conversion of departments

· Increased reliability of Citrix 12 within a 9-month period

· Secured company-wide laptops with data encryption PGP

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· Installed and configured Kronos Time and Kaspersky Antivirus software

· Tracking, Documentation of Tickets in Cherwell, Remedy

· Excellent Customer Service Skills

PC SUPPORT SPECIALIST DOTCOMM 10/2011 - 10/2012

· Imaged Computers with Symantec Ghost from Win 2000 to Win 7

· Transferring over user’s files from old computers to new computers

· Troubleshoot Network Connectivity Issues, TCP/IP, DNS, DHCP, Wireless & VPN

· Resolved Virus, Malware, Spyware issues with a 100% success rate

· Setup, Configuration of new Printer Installation

· Conducted research to address customer concerns

· Setup new user accounts using AD, putting users in proper OU & Groups PC SUPPORT SPECIALIST AMERICAN NATIONAL BANK 3/2007 - 9/2011

· Imaging Dell Computers with Symantec Ghost

· Installed software, modified and repaired hardware to resolve technical issues

· Adding Printers to a Print Server, upgrading firmware on Printers

· Transporting Computers to Various Branch locations

· Remote Control into user’s computers via Bomgar

· Setup new user accounts using AD, putting users in the proper OU in AD

· Excellent Customer Service Skills

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