IT Support Analyst - Help Desk Expert with 10+ years
Resume:
*************@*****.*** Chicago
SUMMARY
Highly skilled IT Support Analyst with over 10 years of experience providing comprehensive technical assistance to diverse user bases. Proficient in hardware and software troubleshooting, Active Directory management, Windows OS, and Office 365 administration. Proven ability to manage user accounts, configure systems, and deploy software updates across various environments. Eager to leverage extensive end-user support and system administration expertise to excel as an IT Help Desk Technician. WORK EXPERIENCE
IT Support Analyst
ETeam • Chicago
01/2025 – Present
Delivered user support for hardware and software issues. Installed and configured desktop and laptop systems for onsite and remote end users. Managed user accounts and organizational units utilizing Active Directory. Operated in a Dell Windows 11 environment.
Performed onsite support in the downtown Chicago office four days a week, supplemented by one remote day.
IT Support Analyst
Kuvare Holding • Rosemont
09/2020 – 12/2024
Supported a user base of 800, including FortiClient VPN assistance. Administered a network environment comprising one cloud domain and two on-premises domains. Served offices located in Rosemont, Illinois, Iowa, Louisiana, and Bermuda. Facilitated the Windows 10 to 11 migration by replacing IBM laptops with HP devices. Configured laptops using ImmyBot software.
Employed ConnectWise and SCCM for effective remote access management. Oversaw user account setup and modifications to group memberships. IT Support Analyst / Infrastructure
MDA – Muscular Dystrophy Association • Chicago
06/2016 – 08/2020
Provided support for 600 local and remote users.
Managed a major Windows 10 upgrade and rollout project. Transitioned users from Dell PCs to HP tablets and laptops. Orlando Robinson
IT Help Desk Technician
Served as an Intune and Office 365 Administrator and managed Active Directory. Deployed software updates to workstations utilizing PDQ Admin Arsenal. Imaged and configured laptops and desktops with Ghost. Supported Microsoft Servers from 2008 to 2016 and Windows 7 and 10 operating systems. Provided VPN support using Cisco AnyConnect and managed the BMC Track-it ticket system along with BeachHead and BitLocker encryption for PCs.
Network Administrator
Life Care Services • Wheaton
02/2011 – 05/2016
Oversaw all servers, desktops, laptops, and touchscreen devices at a retirement community using a Vision application for electronic medical records (EMR).
Supported both remote users and over 100 local users, imaging and configuring all workstations to meet operational needs.
Managed the file server, Active Directory network, and Avaya phone system, as well as the Full Count ordering system.
Created Active Directory accounts, Exchange accounts, and ensured internet access through the SDE ticket system.
IT Tech Support / Helpdesk
Pepsi Americas Corp. • Chicago
07/2009 – 01/2011
Provided comprehensive support for local and remote users via the ServiceNow ticketing system. Assisted office personnel, delivery drivers, sales staff, and plant employees. Managed issues relating to PeopleSoft, Citrix, and proprietary Order to Cash applications. Facilitated communication, reporting, and Kronos system troubleshooting. Directed operations support tasks and monitored server and network devices to ensure uptime and functionality.
Support Engineer
JP Morgan Chase Bank • Chicago
04/2009 – 07/2009
Led a team for a conversion project involving eight sites. Managed technicians during the replacement, installation, and configuration of branch servers and workstations for a new environment.
Configured teller and platform workstations, which included scanners, card readers, pin pads, MDF, and Ithaca validators; applied ghost images to appropriate workstations. EDUCATION
BS - Computer Science
Ball State University • Muncie
2003 – 2008
Honors: Outstanding Service Award and Minority Student Development. Served as President of Kappa Alpha Psi.
SKILLS
LANGUAGES
English
Intune Azure AD Active Directory Windows 11 Office 365 HP Openview Teams 8x8 Phone app Zoho Assist LogMeIn GoTo Meeting NetMeeting ServiceNow TCP/IP DNS WINS DHCP Dell Workstations IBM Workstations HP Workstations Compaq Workstations FortiClient VPN ImmyBot ConnectWise SCCM PDQ Admin Arsenal Ghost MS Servers 2008-2016 Windows 7 Windows 10 Cisco AnyConnect BMC Track-it BitLocker Avaya Phone System PeopleSoft Citrix Order to Cash applications Kronos Exchange accounts Software Support System Support Hardware Configuration Help Desk Tech Support Network Administration LAN Administration Microsoft System Administration User Account Management File Share Access Management Security Policy Enforcement Device Management Access Rights Management MFA Policy Implementation Application Deployment Security Group Management Distribution Group Management Disaster Recovery Procedures User Network Profile Management Exchange Profile Management Local Group Management Global Group Management Policy Management File Server Management Print Server Management Systems Backup Network Monitoring IT Support End User Support Remote Support Onsite Support OU Management VPN Support Remote Access User Account Creation Group Membership Modification Win 10 to 11 Migration Laptop Configuration Desktop Configuration EMR Support Phone System Management Internet Access Management Operations Support Server Monitoring Network Device Monitoring Team Lead Conversion Project Management Technician Management Installation Configuration
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