IT Desktop Support Administrator with 25+ Years Experience

JOHN F. SCHMIDLEY

P.O. Box *., Valmy, NV ***** 702-***-**** **-*****@*******.***

IT DESKTOP SUPPORT ADMINISTRATOR

Solutions-focused Desktop support specialist providing rapid, in-depth customer support and an exceptional end-user experience.

Desktop SupportProfessional with the proven ability to diagnose problems, discover the root cause and provide viable solutions. Communicate complex information in an easily understood manner to a diverse customer base. Extensive end-user training experience. Proficiency in a variety of operating systems and applications. Recognized for professionalism and customer service. Areas of Expertise

Problem Diagnosis/Resolution Microsoft Exchange User Training Support

Remote Support Software Installation Customer Service

Hardware Asset Management Hardware Configuration Active Directory

Help Desk Systems Windows Server Administration Network Connectivity / VPN TECHNOLOGY PROFICIENCY

Software: MS Office – Word, Excel, PowerPoint, Outlook, Access, VMware Applications

Gaming: AS400, Oasis, MGT, DataMagine, iTrak, Saflok

Browsers: Chrome, Safari, Firefox, MS Edge

Hardware: PCs, Tablets, Laptops, Telephony Systems, Printers, Routers, Modems

Networking: LAN & VPN/Remote Connectivity, TCP/IP, DHCP/DNS

Platforms: Windows, Unix, Citrix, Netware Servers, MS NT Servers, Nutanix Cloud servers PROFESSIONAL EXPERIENCE

PLAZA HOTEL CASINO– Las Vegas, NV 12/2020 – 08/2024 IT system Administrator

Agilysys POS setups and in depth support of hardware

Server builds and support, Nutanix support

Remote support using SplashtopBussniss

Created user accounts in AS400, Oasis Administrator, InfoGenesis Universal desktop,

Build PC’s for all departments

MGM RESORTS – Las Vegas, NV 2019- 2020

IT Helpdesk Support

Created, disabled, and supported user accounts in Active Directory and Microsoft Exchange.

Monitored network with SolarWinds by following protocols to get outages resolved.

Provisioned user accounts in Opera, Machine accounting, and Patron.

Delivered first line support to MS Windows 7 and Windows 10 customers. AFFINITY GAMING – Las Vegas, NV 2019- 2019

IT Helpdesk Support

Created, disabled, and supported user accounts in Active Directory and Microsoft Exchange.

Monitored network withSolarWinds by following protocols to get outages resolved.

Provisioned user accounts in Opera, Machine accounting, and Patron.

Delivered first line support to MS Windows 7 and Windows 10 customers. JOHN F. SCMIDLEY

702-***-**** ****.*********@*******.***

WESTCARE – Henderson, NV 2016 - 2018

IT Helpdesk / Desktop Support

Troubleshoot and maintain over 1200 Dell Desktop computers in the USA and Guam.

Responded to service requests from the Help Desk ticketing system, providing end-user hardware and software support including maintaining, troubleshooting, installing, and configuring hardware and software.

Created, disabled, and supported user accounts in Active Directory and Microsoft Exchange.

Resolved network connectivity issues including VPN support. Accomplishments:

Improved customer feedback about the level of IT Helpdesk support from “poor” to “excellent” by ensuring quick response and long-lasting solutions.

Trained and mentored new IT technicians to meet the demand for IT services as a result of the organization’s growth. COX COMMUNICATIONS –Las Vegas, NV 2011 - 2016

Business Product Launch Team Member

Used Citrix to support new technologies, and provided Hotspot, antivirus, and online backup support.

Accurately entered service requests with Remedy Service Management tool, updating customers on status of service requests, and escalating service questions to client representatives. Accomplishments:

Promoted to Business Product Launch team as a result of superior performance in business customer support. COX Communications – Continued

Business Technical Support – Tier 1

Created service orders to repair or replace defective parts or for delivery of other services.

Assisted customers by conducting service protocols to investigate reported issues. Accomplishments:

Consistently met and exceeded expectations for customer satisfaction and management of call volume.

Maintained up to date knowledge of company products and services to provide product solutions to assist customers. CLEARWIRE, INC. – Las Vegas, NV 2010 - 2011

Technical Support Tier 1

Provided support to customers of telecommunications operator for mobile and fixed wireless broadband communication services to retail and wholesale customers.

Resolved hardware and software issues and complaints, exercising exceptional people skills during calls to customers. CONSOLIDATED RESORTS, INC. – Las Vegas, NV 2006 - 2009 IT Helpdesk / Desktop Engineer II

Supported 1,700+ PC user base, performing troubleshooting and support with custom applications developed in Access97 and C#.

Delivered remote desktop support to end-users in Hawaii, Florida, and Las Vegas,

Deployed new workstations and printers, installed operating systems, applications, and drivers.

Created ghost images before upgrading.

Created, disabled, and supported user accounts in Active Directory.

Reconfigured stand-aloneworkstations and installed and configured Linksys router using TCP/IP enabling remote desktop support and troubleshooting.

Accomplishments:

Designed Helpdesk “How-To” documentation and posted to a SharePoint server. EDUCATION

Computer Electronics Certificate

IT Technical Institute, Arlington Heights, IL

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