Senior End User Computing Technologist

Duane A. Rogers

Bolingbrook, IL ***** • ***********@*****.*** • 708-***-****

Senior Technologist – End User Specialist

PROFESSIONAL SUMMARY

Senior End User Computing Technologist with 15+ years of experience architecting, deploying, and supporting enterprise-scale endpoint, collaboration, and productivity solutions. Expert in modern device management, user experience optimization, and cross-platform lifecycle administration across Windows, macOS, mobile, and virtualized environments. Known for translating complex technical challenges into clear, actionable solutions that elevate workforce productivity and reduce operational risk. Adept at leading incident response, driving automation, and partnering with security, infrastructure, and product teams to deliver resilient, user-centric technology ecosystems..

CORE COMPETENCIES

End-User Support & Troubleshooting – System & Network Administration – Active Directory – Group Policy

Root Cause Analysis – Problem Resolution – Incident & Change Management (ServiceNow) – Collaboration

Hardware / Software Configuration – Disaster Recovery – Backup Management – Continuous Improvement

TECHNICAL SKILLS

Operating Systems: Windows Server (2003–2019), Windows XP/7/10/11,

Networking: TCP/IP, DNS, DHCP, VPN (F5 Secure), RADIUS, LAN/WAN, Uniflow Services

Enterprise Tools: ServiceNow, Remedy, Heat Call Logging, SCCM, Track-It, ZENworks, Bomgar Remote

Backup & Storage: NetBackup (v7–8), Dell Power Vault TL2000/4000, SAN Management

Security & DR: Firewall Configurations, Data Encryption, System Monitoring, Disaster Recovery Planning

Hardware: Network Printers, Multifunction Copiers

Applications: Microsoft 365 Suite, IBM Lotus Notes, Symantec PCAnywhere, D-LAN Wireless Utility

Other Skills: Remote Desktop Support, Software Deployment, Imaging, Documentation Management

PROFESSIONAL EXPERIENCE

PWC (PricewaterhouseCoopers) – Chicago, IL

Senior Technology Specialist May 2023 – Oct 2025

Provided advanced end-user support for desktops, laptops, network connectivity, email, VPN

Performed data migration from mac to pc via CMX

Managed incidents through ServiceNow, ensuring resolution within SLA timelines.

Troubleshoot and resolved 1st and 2nd-level issues; escalate complex issues when required.

Supported Office 365 and Windows 11 and configure multi factor authentication for new hires

Maintained user accounts, permissions, and group policies in Active Directory.

Managed data backup and recovery using OneDrive and SharePoint.

Provided technical training and documentation to enhance user productivity.

Contributed to knowledge base development and process improvement initiatives.

Manage Intune application for all devices on the network for mac m1, m2 and hp

Manage user accounts, permissions, and group policies.

Assisted with locked accounts and password resets

Utilize remote assist to provide secure remote support for internal and external users, ensuring quick resolution of technical issues.

Fresenius Kabi – Melrose Park

Desktop Support Engineer Feb 2014 – Dec 2022

Delivered on-site and remote technical support for over 500 users across multiple departments.

Set up and maintained new user workstations, hardware inventory.

Supported enterprise applications, VPN connectivity, and Active Directory user management.

Managed asset inventory and documentation via Track-It and NetBackup.

Provided troubleshooting and repair for Windows-based systems, network devices, and printers.

Setup Conference Rooms and Host Meetings via Webex

Worked with outside vendors to support special projects

Actively contribute in a team environment by sharing knowledge, assisting colleagues, and ensuring consistent service quality

Perform root cause analysis for common issues and develop preventive measures, checklists, and controls.

Administered inventory management and documentation using Track-It, SAN, and NetBackup

Duane A. Rogers Page 2

708-***-**** ***********@*****.***

Abbott Laboratories – Waukegan, IL

Desktop Support Engineer Feb 2012 – Feb 2014

Managed workstation upgrades, VPN connections, and wireless configurations.

Provided desktop and remote support using Bomgar and Remote Desktop.

Supported users with Lotus Notes, BlackBerry, and Windows 7 environments.

Administered Active Directory accounts, password resets, and workstation configurations.

Provided desktop and network support for Lotus Notes, Blackberry, and Windows 7 systems.

Provided end-user technical support for hardware/software issues

Created and maintained documentation for peer and end-user guidance

Add users accounts and pcs to domain and unlocking accounts

Installing software via software catalog

EDUCATION & CERTIFICATIONS

CompTIA A+ Certification – CompTIA Security + Microsoft Azure Administrator (AZ-104) – Database Administration (SQL)

Cloud Security Knowledge (CCSK)

AS, Information Technology – Westwood College of Technology

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