Help Desk Chicago Il
Resume:
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:
Randstad 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.
• installing and configuring network equipment (LAN/WAN, routers, switches, wireless access points, phone systems, et
• 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
• 365 set new user reset user profile
Robet Half 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
365 set up reset user profile
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
installing and configuring network equipment (LAN/WAN, routers, switches, wireless access points, phone systems, et
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 Smart Sour (Contract to City of Chicago IT Dept ) It &Phone Support Specialist Lead Apr 02 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
Synoptek- Clovity McCormick Place Hospital/ IL LeadIT Support Specialist Apr 20, 2020 – Jul 28, 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.
• installing and configuring network equipment (LAN/WAN, routers, switches, wireless access points, phone systems, et
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.
• installing and configuring network equipment (LAN/WAN, routers, switches, wireless access points, phone systems, et
• 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.
Smart Sour- ARTHUR J. GALLAGHER /Rolling Meadows, IL Sept 10, 2019 – Mar 25, 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.
R3 Contract to Loyola Medicine Center / S3 - Maywood IL Apr 02, 2019 – Sep 08, 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.
• installing and configuring network equipment (LAN/WAN, routers, switches, wireless access points, phone systems, et
Managing a Laptop Loaner pool Follow-up on tickets used Service Now
• Smartphone 's Tablets
• 365 reset user on 365 and profile
• 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.
Smart Sour Contract to City of Chicago Apr 02 2018 – Dec 29, 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-party applications 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.
Insigth Contract to Northern Trust Bank, IL July 10, 2017 – Feb 26, 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. PC Connection Contract to (Edward-Elmhurst Health Care - Naperville, IL Apr 20, 2016 – Feb 25 2017 IT Technican
• 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.
• installing and configuring network equipment (LAN/WAN, routers, switches, wireless access points, phone systems, et
• 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.
Merieux Nutri Sciences) Self-Employed 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.
Insight WALGREEN/OPTIONCARE- Deerfield IL Oct 10, 2015 – Jan 29, 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. Insigth Contract To 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
Contact this candidate