Helpdesk Technologist and Support Specialist

SHERRY A. HICKMAN

***** ********* *******, # *** • Richton Park, Illinois 60471 • 708-***-****• ***********@*****.***

SUMMARY

A highly experienced and adaptable Helpdesk Professional with proven background in operations, customer service

support, quality assurance, continuous improvements, and successful problem solving. Continues to be flexible to the

changing needs with the company and management overall while achieving customer goals internally

TECHNICAL SKILLS

Hardware:

Proficient in hardware and desktop support troubleshooting and highly skilled with PC configuration and setups,

troubleshooting network connectivity issues via data port or switch ports.

Software:

Platforms: Microsoft Windows XP/7/8/10, Office XP/2003/2007/2010/2013/365, familiarity with Juniper

management console, AeroHive, Mac OSX and IOS.

Applications: Citrix XenApp and XenDesktop, Zixmail Encryption, SecureWorks, Active Directory, SCCM and SCOM

Service Desk Software: Remedy, Call Tracking, Script Logic Helpdesk Authority and Track-It. Experience creating and

maintaining frequently asked questions (FAQs) and knowledge based (KB) documents.

WORK EXPERIENCE

BERWYN NORTH SCHOOL DISTRICT 98 Berwyn, llinois

Technologist Specialist 08/2014-Present

Full-time position, small team comprised of three Technicians. Providing 1

st and 2

nd

level technical support to

curriculum instructional and support staff throughout the district. Day to day, primarily responsible for traveling

between two schools within the district. Support responsibilities ranging from simple printer issues to troubleshooting

loss of power to UPS's connected to switches impacting possibly half of one of the buildings, to application issues.

Other duties include the following.

● Monitoring Helpdesk ticketing system to manage tech support request between both schools, creating and

managing gmail account via Google console, wiping Chromebooks and restoring using Google Chrome console,

smart board troubleshooting configuration and setup. Administering, configuring, and managing VOIP phones

using ShoreTel Director Management Console. Troubleshooting and configuring network and internet issues via

Juniper switches and wireless access points management consoles.

● Responsible for disconnecting and reconnecting all technology related equipment for both schools in preparation

of Custodian cleanup of all schools at end of year.

● Setting up for monthly Board Meetings after hours, keeping track of laptop, Chromebook inventory, and other

supplies. Assisting with refresh projects.

STRATEGIC STAFFING Maywood, llinois

Desktop Support Technician/PMO 12/2013-07/2014

Contract position, small team comprised of five Technicians. Providing 2

nd

level technical support to approximately

8000 end users assisting with migrating them from GroupWise to Outlook 2010 in a Windows XP/Windows 7

environment, utilizing Heat ticketing system to document issues.

● Manually removing GroupWise using a script developed by in house IT staff, Manually installing Microsoft Office

2010, Configuring new Outlook profile setups, setting up delegate permissions and importing archived mail

● PMO for a team of eleven technicians on Re-image project. Tasked with managing eleven technicians responsible

for re-imaging approximately 1200 XP machines and upgrading the machine’s memory to 4GB of RAM and

upgrading the OS to Windows7. Managing technicians reporting time as well as scheduling their site locations to

report to.

● Leading daily conference call meeting with the team, keeping track of memory inventory, and other supplies.

SHERRY A. HICKMAN

22332 Governors Highway, # 592 • Richton Park, Illinois 60471 • 708-***-****• ***********@*****.***

SUMMARY

A highly experienced and adaptable Helpdesk Professional with proven background in operations, customer service

support, quality assurance, continuous improvements, and successful problem solving. Continues to be flexible to the

changing needs with the company and management overall while achieving customer goals internally

TECHNICAL SKILLS

Hardware:

Proficient in hardware and desktop support troubleshooting and highly skilled with PC configuration and setups,

troubleshooting network connectivity issues via data port or switch ports.

Software:

Platforms: Microsoft Windows XP/7/8/10, Office XP/2003/2007/2010/2013/365, familiarity with Juniper

management console, AeroHive, Mac OSX and IOS.

Applications: Citrix XenApp and XenDesktop, Zixmail Encryption, SecureWorks, Active Directory, SCCM and SCOM

Service Desk Software: Remedy, Call Tracking, Script Logic Helpdesk Authority and Track-It. Experience creating and

maintaining frequently asked questions (FAQs) and knowledge based (KB) documents.

WORK EXPERIENCE

BERWYN NORTH SCHOOL DISTRICT 98 Berwyn, llinois

Technologist Specialist 08/2014-Present

Full-time position, small team comprised of three Technicians. Providing 1

st and 2

nd

level technical support to

curriculum instructional and support staff throughout the district. Day to day, primarily responsible for traveling

between two schools within the district. Support responsibilities ranging from simple printer issues to troubleshooting

loss of power to UPS's connected to switches impacting possibly half of one of the buildings, to application issues.

Other duties include the following.

● Monitoring Helpdesk ticketing system to manage tech support request between both schools, creating and

managing gmail account via Google console, wiping Chromebooks and restoring using Google Chrome console,

smart board troubleshooting configuration and setup. Administering, configuring, and managing VOIP phones

using ShoreTel Director Management Console. Troubleshooting and configuring network and internet issues via

Juniper switches and wireless access points management consoles.

● Responsible for disconnecting and reconnecting all technology related equipment for both schools in preparation

of Custodian cleanup of all schools at end of year.

● Setting up for monthly Board Meetings after hours, keeping track of laptop, Chromebook inventory, and other

supplies. Assisting with refresh projects.

STRATEGIC STAFFING Maywood, llinois

Desktop Support Technician/PMO 12/2013-07/2014

Contract position, small team comprised of five Technicians. Providing 2

nd

level technical support to approximately

8000 end users assisting with migrating them from GroupWise to Outlook 2010 in a Windows XP/Windows 7

environment, utilizing Heat ticketing system to document issues.

● Manually removing GroupWise using a script developed by in house IT staff, Manually installing Microsoft Office

2010, Configuring new Outlook profile setups, setting up delegate permissions and importing archived mail

● PMO for a team of eleven technicians on Re-image project. Tasked with managing eleven technicians responsible

for re-imaging approximately 1200 XP machines and upgrading the machine’s memory to 4GB of RAM and

upgrading the OS to Windows7. Managing technicians reporting time as well as scheduling their site locations to

report to.

● Leading daily conference call meeting with the team, keeping track of memory inventory, and other supplies.

SHERRY A. HICKMAN

22332 Governors Highway, # 592 • Richton Park, Illinois 60471 • 708-***-****• ***********@*****.***

SUMMARY

A highly experienced and adaptable Helpdesk Professional with proven background in operations, customer service

support, quality assurance, continuous improvements, and successful problem solving. Continues to be flexible to the

changing needs with the company and management overall while achieving customer goals internally

TECHNICAL SKILLS

Hardware:

Proficient in hardware and desktop support troubleshooting and highly skilled with PC configuration and setups,

troubleshooting network connectivity issues via data port or switch ports.

Software:

Platforms: Microsoft Windows XP/7/8/10, Office XP/2003/2007/2010/2013/365, familiarity with Juniper

management console, AeroHive, Mac OSX and IOS.

Applications: Citrix XenApp and XenDesktop, Zixmail Encryption, SecureWorks, Active Directory, SCCM and SCOM

Service Desk Software: Remedy, Call Tracking, Script Logic Helpdesk Authority and Track-It. Experience creating and

maintaining frequently asked questions (FAQs) and knowledge based (KB) documents.

WORK EXPERIENCE

BERWYN NORTH SCHOOL DISTRICT 98 Berwyn, llinois

Technologist Specialist 08/2014-Present

Full-time position, small team comprised of three Technicians. Providing 1

st and 2

nd

level technical support to

curriculum instructional and support staff throughout the district. Day to day, primarily responsible for traveling

between two schools within the district. Support responsibilities ranging from simple printer issues to troubleshooting

loss of power to UPS's connected to switches impacting possibly half of one of the buildings, to application issues.

Other duties include the following.

● Monitoring Helpdesk ticketing system to manage tech support request between both schools, creating and

managing gmail account via Google console, wiping Chromebooks and restoring using Google Chrome console,

smart board troubleshooting configuration and setup. Administering, configuring, and managing VOIP phones

using ShoreTel Director Management Console. Troubleshooting and configuring network and internet issues via

Juniper switches and wireless access points management consoles.

● Responsible for disconnecting and reconnecting all technology related equipment for both schools in preparation

of Custodian cleanup of all schools at end of year.

● Setting up for monthly Board Meetings after hours, keeping track of laptop, Chromebook inventory, and other

supplies. Assisting with refresh projects.

STRATEGIC STAFFING Maywood, llinois

Desktop Support Technician/PMO 12/2013-07/2014

Contract position, small team comprised of five Technicians. Providing 2

nd

level technical support to approximately

8000 end users assisting with migrating them from GroupWise to Outlook 2010 in a Windows XP/Windows 7

environment, utilizing Heat ticketing system to document issues.

● Manually removing GroupWise using a script developed by in house IT staff, Manually installing Microsoft Office

2010, Configuring new Outlook profile setups, setting up delegate permissions and importing archived mail

● PMO for a team of eleven technicians on Re-image project. Tasked with managing eleven technicians responsible

for re-imaging approximately 1200 XP machines and upgrading the machine’s memory to 4GB of RAM and

upgrading the OS to Windows7. Managing technicians reporting time as well as scheduling their site locations to

report to.

● Leading daily conference call meeting with the team, keeping track of memory inventory, and other supplies.

Contact this candidate