Help Desk It Support

Aaron D. Zaksek

**** ******* ******* **, *****

Cell 214-***-****

Email: ******@*****.***

SUMMARY OF QUALIFICATIONS

Highly motivated professional with over 15 years of experience and proven accomplishments in IT, Help Desk, and Windows Admin. Able to prioritize effectively, multi-task, and achieve project objectives within time and budget. Quick learner with the ability to adapt to new challenges and can handle a multitude of tasks to meet deadlines. Work effectively as a member of a team or independently. Able to troubleshoot hardware/software/networking issues using skill set and knowledge.

PROFESSIONAL EXPERIENCE

Contract – Local IT Support

Cullerton Group (Caterpiller Project), March 2024 – March 2025

Local Support for 250 employees

Imaged and setup laptops for users and deployed software using SCCM or local install

Setup and deployed all ipads for users on site

Supported 75 local and networked printers that were used on site

Created user accounts in Active Directory as well as O365 for new users

Contract – Spam Filter Project

Teal LLC, WFH, August 2023 – December 2023

Worked with Networking Team to update Spam Filters for customer.

Setup rules in Outlook for Spam Filtering

Investigated possible Spam emails by tracking IP addresses and email headers

Contract – Firmware Updating Project

Toast, WFH, May 2023 – August 2023

Worked along side Networking Team to update firmware on client modems/routers/Access Points/Terminals

Documented client equipment that was not appearing active in hardware dashboard

Worked with clients to install patches on existing hardware and upgrade out of date hardware

Provided troubleshooting to clients who experienced any down time after firmware patch

Sr. Production Support Representative (Tier 2) – (Work From Home)

Insight Global / UHG (Contract), WFH, August 2021 – May 2023

Assisted Tier 1 agents with setting up new UHG members.

Supported over 25 applications UHG utilized to assist members with accessing their healthcare accounts and information.

Creating tickets for ever call using Service Now.

Assisted Department Manager in updating Service Now and Sharepoint sites when new issues arose.

Assisted UHG members with updating personal information on our secured website.

Worked with engineering team with daily escalation issues as they arose.

Technical Support – iOS/MAC/Apple Watch Support (Work From Home)

Transcom (Apple Contract), WFH, September 2019 – April 2020

Technical Support (phone) for Apple

Apple iOS and MAC+ certified

100% CSAT from December 2019-April 2020

Team Leader in call times, QA, knowledge and attendance

Assisted Team Lead by helping new team members with day to day issues

Chat support

Sr. Desktop Support Technician / Local Allen Site Lead

Finisar, II-VI Allen, Texas, January 2017 – December 2018

Provided day to day desktop support for all local Allen employees. Hardware, software, printers, phones. Worked remotely from home on nights and weekends to assist employees with emergency issues that would arise after hours.

Assisted in planning, setting up, deploying, maintenance and support for Apple Face Recognition Software/Hardware project.

Created a project to input all computer hardware (laptops,desktops) into company Asset Tracking Program. (Unicenter)

Created a project to edit all user information in Active Directory with correct phone numbers, titles, locations and equipment assigned.

Setup all new incoming employees in Active Directory and Office 365. Imaged desktops and laptops for each employee and installed and configured all custom software for each.

Setup cell phones for new employees that needed them. Configured Iphones for email and Mobile Iron (secure software to access Finisar email). Walked each user through the process of using their phone and accessing email.

Tier II Technician

TMX Finance, Carrollton, Texas, June 2014- January 2017

Worked with a team of 20 to support over 1500 stores and 5000 employees.

Create new accounts in AD for all new employees across the country.

Assisted Store, District and Regional Managers for major day to day issues.

Worked closely with network team to roll out new machines to stores across country.

Supported multiple POS systems that each store uses to take payments from customers.

IT Engineer – Desktop Roll-out

Paranet Solutions, Dallas, Texas, May 2013- June 2014

Brought in for a project to upgrade Windows XP machines to Windows 7.

Traveled around the country to swap out old machines with new ones as well as traveled around the DFW Metroplex for this project.

Assisted clients with software setup using SCCM.

Conducted inventory of all sites I visited. (Including all computers, printers, and phones.) Printed out asset tags and placed on each device.

Worked with other team members on other client issues that may have needed help. (Delivering computers and equipment to any clients that were in need.

Setup on-call schedule for team and specific duties for each client. (Documented top issues for each client and put into a Database for the team to use.)

Windows Admin/IT Specialist

Lenox Home Loans, Irving, Texas, March 2010- May 2013

Setup new office in Las Colinas. Provided the only IT Point of Contact for this local office. Created users in AD for all positions that were hired. (Office manager, Loan Officers, Underwriters and Processors.)

Configured and setup laptops and desktops for all employees. Configured and shipped out equipment to remote users who required them.

Setup each user with custom software using SCCM from home branch.

Configured Cisco phones for new and existing users.

Supported all office staff with custom Mortgage Software issues.

Created work flows for day-to-day support procedures.

Created and maintained the asset inventory database for all computers, monitors and printers.

IT Remote Support / Desktop Support

Superior Global Solutions, Plano, Texas, October 2008-March 2010

Provided remote and on-site support for over 800 user’s across the country.

On-call 24/7 for all Medical Transcriptionists across the country for technical support.

Configured desktops and laptops for users and sent out as needed. Assisted remote user’s with configuring their machines remotely to use company software.

Created/modified/disabled all user email, VPN and website account’s using Active Directory.

In charge of backing up server’s on site and at the off-site server location.

Worked with IT Director on upgrading servers and computers at the corporate office to make sure they were HIPAA compliant.

Created and implemented policies for remote users to make sure their computers were HIPAA compliant.

Used Webex, Remote Assist, and LetMeIn to connect to users not located at the main office.

Installed and supported medical transcription software: Escription platform, Dictaphone, Mediscribe, WinScribe, Dragon and all associated hardware with them.

Help Desk Technician / Desktop Support Technician

Exco Resources, Dallas, Texas, May 2007-October 2008

Worked on a team of 8 to support 700 employees spanning 10 locations around North America.

Created documentation and implemented procedures to make sure all computers were SOX compliant.

Created documentation and company standard operating procedures for issues dealing with Exco applications and procedures.

Assisted Network Administrators with creating and maintaining user accounts in AD.

Supported users with hardware/software issues using Citrix and LanDesk.

Imaged and configured laptops and desktops to ship out to users in remote locations using Symantec Ghost.

Senior Help Desk Technician

Heritage Auctions, Dallas, Texas, March 2001-April 2007

Senior Help Desk technician in charge of supporting all executives with hardware and software issues.

Worked on a team of 6 to support over 300 employees with hardware/software issues.

Traveled to auctions across the country to setup our network and support all computer issues that arose.

In charge of ordering and maintaining all cell phones for the company.

Converted and swapped out over 300 mobile devices from Cingular to Verizon Wireless.

Saved the company over $5,000 by developing a cell phone usage structure with Verizon.

Helped users remotely using the newest technologies including Citrix, VPN, and Cellular internet.

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