Senior Desktop Support Specialist and IT Resource Lead

Peter Mrugacz

************@*****.*** Chicago, IL, US 630-***-****

WORK HISTORY

Senior Desktop support -CFPB at AAC

April 2014 - Present (11.5 Years)

Provided Tier 2 Desktop support.

Determined service interruptions for desktop hardware, peripherals, and software applications. Maintained the network LAN WAN server room.

Created instructional documents for IT procedures and troubleshooting. Managed assets for the Midwest region

Administrator for RSA, Okta Verify, MIFI, Avaya phone support and iPhones. Imaged computers and created profiles for Windows and Mac environment. Communicated with vendors for servicing and maintaining printers fax machines, scanners, and projectors.

Repaired and resolved hardware and software issues. Deployed, installed, and repaired CFPB software using SCCM. Removed spyware, viruses, and malware.

Setup audiovisual equipment for meetings and assisted with configuring VOIP. Provided VPN client support using Citrix.

Coordinated maintenance projects and cost proposals with facility s management. Updated documents on Wiki for Midwest examiners and regulators Vendor Management

Regression testing Service Now and SES

sr. Regional Desktop Support Technician Consumer Financial Protection Bureau at AAC FMI

March 2014 - December 2017 (4 Years)

Service Desk Agent at Forsythe

August 2012 - Present (13 Years)

Updated system outages using Portals and Email

Provided on call support, local support at customer desk and remote off site support. Used HP open View for Incident Management

Created new user accent in active directory, Oracle E Business, Quick Books, Order Pro, VPN Deployed Software using SCCM.

Imaged computers

Created, updated, and published KB documentation.

Utilized Toad software to run queries.

Oracle Admin account creation, running scripts.

Monitored morning system checks.

SharePoint 2010 Page owner

Desktop Support at Bank of America

January 2000 - May 2012 (12.5 Years)

, Aided over 10

000 clients. Created user accounts and reset passwords in Active Directory Participated in several Green Belt projects. Maintained multiple SharePoint sites as a Site Owner Schedule group meetings for SharePoint Team and designed new sub sites. Delegated new projects to SharePoint Team members. Monitored and ran disk usage reports for SharePoint Site Enforced Bank of America SharePoint Policy for sub sites Migrated the companies LaSalle, Country Wide and Merrill Lynch into Bank of America Obtained software, documentation and point of contact. Created a work test environment for the Bank of America Tested and documentation software applications with clients before starting production. Configured print queues, Blackberries, laptops, and desktops, and some VOIP support. Completed software installs and repairs IBM Tivoli Deployed desktops and laptops Generated Maximo and Service Center for tracking incidents and new software hardware installs Dispatched vendors for hardware related issues Documented break fix solutions and updated the knowledge center. Attended local and global group meeting, provide information on local outages. Supported application servers, regression testing, secured remote access. Installed and configured software on the server and client side Contacted software vendor for software upgrades and bug fixes. Granted access to the software applications. Tested software in the final stages before released into production. Created Secure ID accounts, order licenses and Secure ID cards. Monitored Secure ID system for outages and ran reports on usage.

EDUCATION

Coyne American Institute Inc -

Graduated 1988-01-01

Computer Engineering Technology/Technician

City Colleges of Chicago-Wilbur Wright College -

Graduated

Engineering

SKILLS

Asset Management, 10 years

Vendor Management, 15 years

A/V Conference, 13 years

Customer Service, 12 years

CERTIFICATIONS

Customer Service Certified (ISCA)

COMPTIA Inet+

COMPTIA Server+

COMPTIA Network+

COMPTIA Security+

MCP

COMPTIA A+

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