Desktop Support Analyst

Summary

Over **+ years of Helpdesk/Desktop Support and Systems Admin - experience involving operating systems installation & Upgrades Microsoft Networking Essentials, network operations, configuration, diagnostics, troubleshooting and repair, Windows Server And Cisco Switch and Router Support

Excel in solving hardware, software and network problems

Provided excellent customer service skills

ITIL –Information Technology Information Library Knowledge and Application (IT Service Management)

Experience with Hyland Software –On base – Relational Database Software Applications Training

Experience with Microsoft Windows Server Course, Microsoft Windows 7 Training, Lotus Notes and Microsoft SharePoint, Software Center, Hyper V, Patch Management Tools

Managing PC Assets,SCCM Admin Console 2012, Active Directory DNS,DHCP

Office 365, Teams, OEM Applications support

IC3 Training, Skill Soft online Training

CompTIA Security+ Certified and AIIM Certification - ECMp

Professional Experience

TalentFish/Support Analyst (Hydraforce)

Support Analyst 3/22 -6/22

Desktop Support Level II -Incident and Request Management from Service Now

Install Custom Software Developed In House as well as OTS

Manage PC Assets Through ServiceNow and Active Directory,DNS,DHCP and Proxy settings

Windows Printer Server Support Zebra Printer Support

Plant /Factory Floor PC support

Technical Deployment, Imaging, Asset and A/V Support

8x8 Phone System Support

Unity, Fourth Shift Support

HydraForce Lincolnshire Il

Systems Administrator

6/22 to Present

Desktop Support Level II -Incident and Request Management from Service Now

Install Custom Software Developed In House as well as OTS

Manage PC Assets Through ServiceNow and Active Directory,DNS,DHCP and Proxy settings

Windows Printer Server Support

Technical Deployment, Imaging, Asset and A/V Support

Installed software updates as required; including installation, configuration, troubleshooting, and customer assistance

Diagnosed and resolved problems in response to customer reported incidents; Researching, evaluating, and providing feedback on problematic trends and patterns

8x8 Phone System Support

Plant /Factory Floor PC support

Unity, Fourth Shift Support

Tata Consultancy Service/ Nielsen, Schaumburg, IL

Desktop Support Analyst

Jul 2016 to Present

Desktop Support Level II -Incident and Request Management from Service Now

Install Custom Software Developed In House as well as OTS

Manage PC Assets Through SCCM and Active Directory,DNS,DHCP and Proxy settings

Windows Server And Cisco Switch and Router Support

Technical Deployment, Imaging, Asset and A/V Support

Installed software updates as required; including installation, configuration, troubleshooting, and customer assistance

Diagnosed and resolved problems in response to customer reported incidents; Researching, evaluating, and providing feedback on problematic trends and patterns

Medline /Medix, Northfield, IL

Systems Admin Data Center

May 2016 to Jul 2016

Manage PC Assets Through SCCM and Active Directory, DNS

Responsible for handling Level II Calls and incidents from Service Now

Active Directory Server and Patch Management Administration

Windows Server And Cisco Switch and Router Support

DNS, Print Server,LDAP, DHCP and Proxy settings

Solar Winds,CMDB,Hyper V, Server management Tools

WEC Energy Group /Pomeroy, Waukegan and Mundelein, IL

Systems Admin

May 2014 – May 2016

Manage PC Assets Through SCCM and Active Directory,DNS,DHCP and Proxy settings

Troubleshoot & resolve mobile hardware failures and basic software issues for Mobile Devices (Panasonic Toughbook’s). ( Mobile Pen Application, RTARM,Chameleon Programming, NetMotion)

Troubleshoot & resolve Windows Server And Cisco Switch and Routers

Troubleshoot and resolve communication and connectivity issues related to cellular modems, GPS units, communication software and antennas. Perform basic troubleshooting of power related issues (i.e. Replace fuses, power sources, etc.)

Troubleshoot and replace vehicle mounted docking stations as needed. Provide operating system support for Windows XP and Windows 7 devices

Deploy new mobile devices, desktop and laptop hardware with Windows 7. Load Windows 7 image onto new and existing desktop and mobile devices and deliver to end user

Provide assistance with logging to device and any application issues that arise

Deploy software that is not packaged for automated deployment. Assist with software upgrades during core business hours and after hours as needed

Manage retirement of mobile and desktop hardware, including the cleansing of any corporate data. Work under pressure to resolve urgent client problems & requests

Assist in the completion of ITS projects & tasks with business partners & IT support groups

On-site support includes but is not limited to Chicago shops, corporate office in downtown Chicago. Report to Leader of Desktop Support & End User Devices

Insight Global /Catamaran RX- Schaumburg IL

Helpdesk Support Analyst – Network Services / Data Center

Jul 2013 – May 2014

Responsible for handling Level I Calls and incidents from Service Now

Active Directory User Account Administration

Remote Desktop Support

VPN /Citrix Troubleshooting

Support AS400,IMS Server,Rumba, Citrix, Networking,Enterprise Application Support

Support Microsoft Office 2010

OnBase Application Portal Support, PBM Application Support

On-site support includes but is not limited to Chicago shops, corporate office in downtown Chicago. Report to Leader of Desktop Support & End User Devices

Insight Global /Walgreens-Lincolnshire, IL

Level III Support Analyst RCC / Data Center

Jul 2012 – May 2013

Writing technical documents used in Infrastructure Deployment

Monitor Store Technical Deployment

Responsible for handling Level III Calls and incidents from incident Management(Remedy)

Diagnosing and resolving problems in response to customer reported incidents; Researching, evaluating, and

Update Documentation as necessary as new processes and solutions are determined

Troubleshoot & resolve Windows Server And Cisco Switch and Router Configurations on sites Planned for Deployment

Develop processes for instructional and training purposes

Support AS400,IMS Server,POS Systems, Citrix, Checkpoint, Networking,VOIP /Analog Phone Systems incident Handling

Worked with LANDesk, Dameware, checkpoint VPN, Altiris, remedy

Work with Microsoft Office XP, MS Office 2010/2007 /2003, Microsoft Outlook, Lotus Notes and Microsoft SharePoint

GRSI /Great Lakes Naval Health Clinic, Great Lakes, IL

Help Desk /Local DENCAS Systems Administrator Support / Data Center

Oct 2009 – Jul 2012

Performed system management duties on the DENCAS System at Branch Clinics throughout Naval Station Great Lakes

Performed Routine system maintenance such as backups and recovery, work with servers install DENCAS and other software as Appropriate

Performed Helpdesk level 2 duties in a Windows 2000/XP client and MS Windows 2000/2003 Server and MS SQL Server environment

Performed system support on desktops and laptops such as installing programs, software, back-ups and recovery, software and OS updates and upgrades

Worked with LANDesk, Dameware, checkpoint VPN, Altiris, remedy

Performed network installs with devices such as network or standalone printers and scanners, System management duties on the Dental Common Access System (DENCAS) and Dental Digital Imaging (DDI) System

Installed software updates as required; including installation, configuration, troubleshooting, customer assistance, and /or training

Diagnosed and resolved problems in response to customer reported incidents; Researching, evaluating, and providing feedback on problematic trends and patterns

Developed and maintained problem tracking and Lotus Notes, resolution databases; Installing, troubleshooting, and maintaining microcomputer hardware and software

TEKSystems / Motorola, Schaumburg, IL

Desktop Support Tech

Mar 2009 – Oct 2009

Setup and configured Laptops and Desktop Computers for staff

Setup and Configured Special Deployment Servers with Linux O/S

Configured Networking / VMware ESX Server And Cisco Switch and Routers

Pomeroy IT Solutions / Square D, Oakbrook, IL

System Deployment (Short Term) Contract

Feb 2009

Setup and Configured New Computers (Roll Out) Desktops and Laptops

Running Scripts for Custom Settings

Installed software updates as required; including installation, configuration, troubleshooting, customer assistance, and /or training

Hyland Software, Cleveland, OH

Quality Assurance Associate – Certified ECMp+

Aug 2008 – Dec 2008

Worked under the direction of a Quality Assurance Team Leader

Maintained test plans, test cases, test data and reference documentation for On Base® Modules

Set up and performed destructive/nondestructive tests

Installed Software and configure test environments

Utilized SCR process according to established policy

Completed all testing according to established testing policy

Handled Customer Issues assigned by team leader

Utilized task force process according to established policy

Energy Solutions Zion Nuclear Plant /TEKSystems, Zion, IL

IT Support Technician / Data Center

May 2008 – Aug 2008

Responsible for providing technical support of transition staff

Setup and configure laptops and desktop computers for staff

Implemented IT policies and procedures

Troubleshoot and setup network and wireless connections

Configured management laptops for remote connections and travel

Responsible for hardware, software and network access request for domain users

Order and setup blackberry and cell phones

Troubleshoot email problems with pc’s and blackberry’s

Examined all third party software request and installs

Responsible for status reports for the IT Department

SEDOL /Gages Lake, IL

IMS Support Technician

Jan 2008 – May 2008

Setup and configure laptops and desktop computers for Deployment and reconfigure existing equipment for redeployment upgrading user Equipment specific to business function (staff or student use)

Installed curriculum based software in a mostly Mac environment and network

Troubleshoot all PC windows related issues, re-image systems as necessary

Setup and troubleshoot network printers and workstations setup in locations throughout the School district and partner district locations

Spherion / UOP, Des Plaines, IL

Help-Desk Support Technician /Data Center

Aug 2006 – Dec 2007

Responsible for providing 24/7 phone support for a worldwide user base for the UOP/HONEYWELL global support call center application and hardware support issues that can be resolved over the phone and call escalation to the proper support tier Throughout the UOP/Global support, password reset, user ID or network profile permissions, drive mapping, remote access, active directory administration

Applications include LANDesk, Dameware, checkpoint VPN, Altiris, remedy

Active directory, ldap password issues, Citrix, PKI, intranet portal support

Microsoft outlook trouble shooting, OWA, HGRA

Proprietary software developed for internal engineering purposes

IBM /Oak Brook, IL

POS/Systems Support Technician

Mar 2006 – Mar 2007

Responsible for system equipment upgrade

IBM POS Systems, cash register credit card terminals, scanners and computers

Asset handling, assembly software install

Network connectivity, Troubleshooting (Best Buy, Gap Outlet, Circuit City)

IBM / AT&T Hoffman Estates, IL

Help-Desk /Desktop Support Technician / Data Center

Mar 2006 – Aug 2006

New laptops and desktop computers for Deployment- software upgrades, SMS configuration, and failure repair, hardware replacement, client data restoration, email setup and configuration, installation of FileNet, business objects, Oracle client configuration, Attachmate, VM, using AT&T work order Vantive setting up net- Backup, Client Support remotely, Our Desktop Team Coverage was for the Illinois, Indiana and Ohio Region

Zurich NA/IBM-TekSystems, Schaumburg, IL

IMAC Technician / Data Center

Nov 2005 – Mar 2006

Setup and Configured new laptops and desktop computers for deployment and reconfigure existing equipment for re-deployment upgrading customer equipment specific to business function or division, support for remote users, offsite Setup and troubleshooting, using remote access software*, shipping and receiving of new and pre-used equipment

CDW TekSystems, Vernon Hills, IL

Technician

Sep 2005 – Nov 2005

Setup and Configured Build Windows Servers, Cisco Switch and Router New rack mount server hardware configurations

Mounting all equipment and wiring according to diagrams and customer design, material handling and boxing equipment orders for shipping

Wynn Computer Services, Inc., Zion, IL

Technical Service Director

Nov 2001 – Sep 2005

Technical Services- Responsible for desktop repair and installation, configuration

Troubleshoot & resolve Windows Servers,Cisco Switch and Router deployment

Network Service Repairs- Responsible for network troubleshooting and server upgrades, network equipment upgrades and repairs

Recycling Services – End of life preparation and disposal

Training Instructor – IC3 Computer literacy training program

Setup and supported Customer office equipment (POS, credit card terminals, scanners)

Dade Behring Corp., Deerfield, IL

Technical Analyst/ Helpdesk 1st and 2nd Level Call Resolution

Aug 1998 - 2001

1st Level Call resolution- Deals with those issue that can be resolved over the phone (Password reset, User ID or network profile permissions, drive mapping

2nd Level Call resolution- Requires personal visit, and /or responsibility for the specific application that is causing the issue

Repaired faulty equipment, hardware upgrades and replacement

Software installs and upgrades – field service support (hardware and software)

Email Troubleshoot- Resolved application and end user issues

SAP, People soft, Oracle, Cognos, Remedy, Database ODBC drivers, and updates and support

Quaker Oats, Chicago, IL

Help Desk Analyst / Data Center

Sep 1997 – Aug 1998

Helpdesk 1st Level call resolution

Repaired all corporate computers

Software installs and upgrades- Windows 2000 and PC

Email Troubleshoot, Reset Password and User Id and software deployment

Kraft Foods – Morton Grove, IL

Data Center Operator / Data Center

Jun 1997 – Sep 1997

N. Chicago School Dist. IT Dept., N. Chicago, IL

Network Administrator/Webmaster/Training Instructor

May 1996 – May 1997

Education

University of Phoenix, Associates Degree, Computer Science

Black Hawk College, Moline, IL

1988 - 1989

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