Customer-Cfocused IT Support Specialist
Resume:
David Van Dyke
**** ********** **., *****, ** ***54
*******@*****.***
SKILLS SUMMARY
Microsoft Cwertified Professional with heavy exposure to enterprise level systems policy and procedure for timely turnaround and objective completion. “results oriented” 25 year veteran troubleshooting Microsoft Windows workstation and server based operating systems their peripherals and network devices.
EXPERIENCE
Dewberry
Servide Desk Specialist II
First point of contact for Dewberry IT workstation administration(Intune) and support. Heavy exposure to Engineering, GIS and Transportarion based workstations.Responsible for cradle to grave on-boarding of new hire machine and account setup and administration. Resonsible for first and second level support up to third level interfacing with vendor if needed. High volume work history on a team of about ten alalysts.
ATS Advanced Technology Services Inc., Peoria, IL
Help Desk Representative1 assigned to Caterpillar Logistics Inc.
Basic-to-intermediate PC software and/or hardware systems support via telephone or e-mail in accordance with service level requirements .
Support and training of junior PC Help Desk Technicians and other Level I Technicians
VOLT Information Sciences, Peoria, IL
11/2012-10/2025
11/2010-11/2012
11/04-12/07
Information Technology Analyst assigned to Global IT Caterpillar Inc.
Primary support and single point of contact for over 4000 applications in a 365x24x7 global enterprise environment
· Level 2 support for off-site analysts in Asia, South America and the UK
Other assignments and project work while employed by VOLT Information Sciences
Caterpillar Inc. - Account Provisioning
Application Services Help Desk (A.S.H.D.) 6 sigma project analyst
Developed and implemented training program for tier 2 support of over 50 specialized applications relating to financial reporting, security and legacy operations and administration. Application procedures and processes were made into on-line training knowledge base and all relevant technical information was passed to technical writing and dedicated training analysts in charge of dispersing to off-site support teams resulting in substantial cost reduction and reduced workload on upper tier internal corporate financial systems and accounting support.
· First year savings $7M
Caterpillar Inc. – Global IT
Enterprise High Impact Incident Coordinator,
Coordinated communication/notification on escalated incident status maintains the accuracy of the call lists of competency center contacts and vendor contacts. Informs Service Level Management of SLA/OLA violations verifying the accuracy of incident records, monitors change management and determines what action items the involved groups have to take until a work around is identified and/or the RCA is known and a fix is available
Tek Systems, Bloomington, IL 2/01-10-04
Technical Support Specialist assigned to State Farm Insurance, Corporate South
Operations Support Specialist- Network
Primary third shift network support for connectivity of $52M/ 65,000 sq. ft. Data Center.
· 1st tier Network installation and connectivity support for all assets including Cisco commander routing, Catalyst 6500 switching, vpn, firewall, DMZ. Front line support for nearly 10,000 connections including cascading wiring cabinets and Brocade fabric and worldwide addressing.
Technical Support Specialist
Provided hardware and connectivity support for workstations including all new workstation installs, also assisted with inventory tracking, asset management and shipping.
· Inventory shrinkage in this year went from over $1M to under $100K. Supervisor and team were awarded by division for their efforts.
Other assignments and project work while employed by Tek Systems
State Farm Insurance, Corporate South, Systems Support Specialist, Enterprise Workstation Release Project EWR 2.1 2002 Worked with project management team during initial, mid and post implementation phases of the release
· EWR 2.1 2002 was finished on schedule and was one of State Farms’ most successful workstation release projects to date.
State Farm Insurance, Corporate Headquarters, (Project) Lead
Technician on a two-man team assigned to customize all G4 Power Mac and PowerBooks. This was a specialized OS install and hardware upgrade of State Farms’ entire advertising department. All inventories were received and tracked. Asset management databases were updated and we were also tasked with final repackaging and shipping of several machines to regional offices.
· Three week allocation completed two days ahead of schedule
DMA Case New Holland, Goodfield, IL
Migration Consultant and Installation Technician - Microsoft Outlook
I worked as second to lead on a two man project to perform Outlook migration of 150 workstations
· Projected four day migration completed in two and half days.
Carle Clinic, Champaign, IL
Help Desk/Desktop Support
· Help desk and Desk side support weekly of end users, one week taking frontline support calls and being dispatched to scheduled work orders at the users’ desk
· Documented and billed assignments in 15 minute increments
· Carle Clinic was named as one of Wired Magazine’s America’s top ten "Wired" Hospitals at that time
Current Projects and Community Activities
Tazewell County Regional Office of Education District #53
Fall 2008 - present
K-12 Substitute Teacher, all subjects
SYSTEMS PROFICIENCY
Systems Administration and Security
Advanced enpoint, on-boarding and management experience with Microsoft Intune. account creation and security. In depth experience with Active directory group policy and file and folder permissions.
Network
Extensive experience onboarding and managing Windows, Apple and Adroid personal and corporate devices
Compliance
In depth and hands on implementation skills with Sarbanes-Oxley and HIPPA compliance procedure and protocol.
PC Software
Expert level windows client OS troubleshooting.
Legacy
Able to install, configure and troubleshoot: Legacy -BMS, GLS (Global Ledger), ESSBASE, SAP, Vax as well as their respective Windows emulators. DBS,DB2,IMS,JCL,VMS setup, schedule, configure and troubleshoot
EDUCATION
B.S., Fine Art/Painting
Illinois State University, Normal, Illinois
1990
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