Technical Support Specialist - End-User Solutions Expert

Lydell Mitchell

***** ***** ****** *******, ******** 60643

*********@*****.*** 773-***-****

http://www.linkedin.com/pub/lydell-mitchell/38/32b/b35

Summary of Qualifications

●Technical Support Specialist and Solutions-focused professional with experience providing rapid and client-focused technical support to End-users.

●PC Technician professional working in Financial Industry

●Experience configuring printers throughout banking locations and dealing with allowing privileges and rights for specific users

●Understands the urgency and financial environment

●Mapped and installed Windows 7 and Windows XP for various users and dealt with specific company protocols for access privileges and rights

●Demonstrated capacity to identify root causes and direct users to lasting solution

●Adept in articulating complex technical concepts to users for varying technical understanding

●Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly

●Outstanding interpersonal skills by several service awards

●Areas of Expertise: Troubleshooting & Issue Resolution, Root Cause Analysis, End-user Training & Support, System Implementation, Scheduled Ad-hoc Maintenance, Rapid Ticket Response Time, Client Relationship Management, Detailed Documentation

●Certifications: CompTIA Network+ & Microsoft Certified Professional

Technical Summary

Certifications: CompTIA Network+, Microsoft Certified Professional (MCP)

Platforms: Windows XP, Vista, 7, 10, and 11, BSD-Unix, Linux (Debian and Ubuntu)

Mac OS Sierra

Hardware: Dell/Gateway/HP/ASUS/ Desktops and notebooks, Xerox and

Ricoh Laser Printers,

Applications: Microsoft Office, Libre Office, McAfee Anti-virus, Norton

Anti-virus, Avast Anti-virus, Lavasoft Adware, Microsoft Outlook 2010,

Lotus Notes, Microsoft’s Skype, Cisco Jabber Microsoft Office 365

Education Summary

Chicago State University Chicago, IL 2002

●Bachelor of Science in Computer Science

Professional Summary

Ingredion Inc, Westchester, Illinois 11/1/2021 – 3/29/2024

IT Field Engineer

·Using SCCM with PXE boot, to re-image Dell Laptops, Desktops, and small form factor PCs with the latest version of Windows 10 approved by Ingredion’s Security IT Departments for its clients.

·Using SCCM to do Remote Desktop connections to troubleshoot hardware and software for clients that are working remotely.

·Quality assurance and testing of each re-imaged machine as well as installing the appropriate software and harware configuration of each machine to each Ingredion employee.

Kemper Insurance, Downers Grove, Illinois 9/13/2021 - 10/15/2021

IT Specialist

·Using SCCM with PXE Boot, to re-image Dell Laptops, Desktops, and small form factor PCs with the latest version of Windows 10 approved by Kemper’s IT Department for its clients.

·Quality assurance and testing of each re-imaged machine as well as installing the appropriate software and hardware configurations of each machine to each Kemper employee.

Grant Thornton LLP, Downers Grove, Illinois 7/15/2020 - 9/30/2020

IT Specialist

·Using SCCM with PXE Boot, to re-image Windows 10 PC Laptops with the latest version of Windows along with security patches that have been approved by Grant Thornton’s IT security Department.

·Quality assurance testing each re-imaged machine to make sure the appropriate software and hardware configurations were tailored to each individual Grant Thornton employee.

·Assisted Grant Thornton’s mailing Department with the deployment of each machine to Grant Thornton’s employees around the country.

Road Runner Transportation Services, Downers Grove, Illinois 2/ 3/2020 – 4/30/2020

Desktop Support

Used the Service Now Ticketing system to provide first level tech support to Road Runners employees via phone, e-mail, or in person.

Used Active Directory to manage end-users accounts such as reset password, unlocking an account, extending account duration, as well as adding a user to certain Organization Units.

Configured as well as mapped printers as well as installing additional third-party applications.

Sedgwick Property Management, Naperville, Illinois 1/2/2019 – 1/30/2020

Desktop Support

·Set with the task of doing computer migrations for Sedgwick’s end-users from Windows 7 to Windows 10

·Worked with such applications as: Xactimate as well as Symbolist, making sure the customers data was properly migrated from one computer to another.

·Made sure I install any additional third-party software was well as mapping Printers and network drives.

·Use the Kace Ticketing system and Service Now Ticketing System to provide first level tech support to Sedgwick’s employees via phone, e-mail, or in person.

·Manage user accounts, reset passwords, unlock accounts.

·Provide technical assistance and support for Network, VPN and wireless connectivity issues.

·Provided assistance with Remote Access Technologies (VPN’s and Portal sites)

Rush Medical Hospitals, Chicago, Illinois 7/18/2018 – 8/10/2018

Field Technician

·Gather inventory and unbox/set up equipment

·Image computers accordingly to unit specifications-thin clients, PC, laptops

·Supporting WS 7/10 environment

·Supporting break/fix tickets for workstations and other end user technical

Elevate Energy, Chicago, Illinois 4/26/2018 – 6/15/ 2018

IT Specialist

·Pr-configure Dell and Lenovo Laptop computers with Windows 10 with third party applications such as: Office 365 and Sales force for Outlook for Elevate Energy customers for deployment.

·Experience solving hardware and software troubleshooting issues using the Web Help Desk ticketing system.

·Performing laptop hardware fixes and upgrades such as adding or replacing Ram and Hard drives

Regeneration Schools, CICS Washington Park, Chicago, Illinois 1/11/2018 – 1/26/2018

Computer Field Technician

··Support campus use of technology in the classrooms

·As a NWEA proctor, my duties included logging onto the NWEA MARC website and working with CPS staff to set up lab testing sessions for each classroom as well as administering the tests during testing sessions.

·Successfully worked with school Tech. Coordinator to help troubleshoot and resolve any computer related issue that came during testing sessions.

Omnicom Media Group, Inc., Chicago, IL 10/18/2017 - 12/21/2017

Lease Return Specialist

·Used the Chialtiris Deployment console to join new computers to the OMG Active Directory by installing software like Altiris Agent and SCCM client.

·Properly configured and installed additional software on each client’s machine such as: Cisco Webex Tools, Cisco Jabber, Cisco NBR Player, Sophos, Microsoft Office 365, and Cisco VPN 5.0 for 64 bit windows.

· Also performed additional memory upgrades for client’s machines by upgrading the memory module from 8gb to 16gb.

True Blue, Inc., Chicago, IL 8/14/2017 – 9/22/17

Remote Desktop Analyst

·Used the 8x8 Call Center Application to interact with True Blue’s clients and make documentation notes on each incoming call.

·Used Cisco Any Connect VPN to remote into client’s computers to properly configure Microsoft’s Skype for Business, Cisco Jabber, and Outlook 2013.

·Used Active Directory locally to add clients' machines to True Blue’s Domain and make each client a local Administrator on each machine.

DLA Piper, Chicago, IL 7/12/17 – 8/4/17

Help Desk Analyst

·Provided assistance with the removal of the “wannacry” maleware on client computers laptops and desktops

·Prepped and configured end-user desktops to be reimaged with Windows 10 using Symantec Ghost imaging software under pixie boot.

·Assisted internal IT. team by resolving hardware and software related issues for DLA Piper’s clients and associates.

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