IT Administrator
Resume:
Cathryn Augustine
**** **** ******. ******* *****, IL 60515
Email: *******.*********@*****.***
Objective:
To secure a demanding position where my organizational, creative, leadership, customer service and
technical skills can be utilized.
Profile:
Energetic, ambitious, imaginative, self-starter with excellent interpersonal, verbal and written skills.
Success driven, goal oriented team player, whom loves to learn, as well as share knowledge
SKILLS
Operating Systems:
Windows XP and 2000
Windows Server NT, 2000,
2003 & 2007
Windows Vista
LAN /WAN Technologies:
TCP/IP Troubleshooting
VPN Client Software
Hardware:
• PC Hardware
Troubleshooting/Repair
• Printers
• Wireless Switches/Routers
• Switches/Hubs
• Handheld Devices/PDA/
”Smart Phones”
Backend Server Technologies:
• Citrix Metaframe
• Microsoft Exchange 2003
and 2007
• Active Directory
• Blackberry Exchange / BES
• Sharepoint
• DNS
Desktop Technologies:
• Microsoft Office 2000/XP/
2003/2007
• Citrix Metaframe Client
• Cisco VPN Client
• Sharepoint
• VNC/PCAnywhere/
Dameware
• NetMeeting/ReachOut/
WebEx
• Lotus Domino Suite
• McAfee & Symantec Anti-
Virus
• eFax / RightFax
• Occusource
• CS Medical & Therapy
• Web Reprice
• Time Tracker
• FOCUS
• Infolink
• ChartSource
• HEAT
• Televantage
• Axosoft Ontime
• Various Specialized In-house
Software
EXPERIENCE
June 2010 - Current National Express Corp, Warrenville, IL (Contract -
TekSystems )
Service & Support Technician
• Provided both desk side and phone support to over 1000 users in 189 locations, in the
US & Canada.
• Supported the payroll, dispatch and charter operations within National Express. As well
as executive level assistance.
• Remote support activities included resetting of passwords, re-imaging, printer issue
resolutions, etc.
• Maintained the Exchange & AD, including adding and removing new users, resetting
passwords, creating distribution groups, etc.
• Created documentation for use within the Service Desk and to users.
• Assisted with Oracle troubleshooting.
• Trained users via conference remote desktop sessions.
• Maintained the e-mail inbox & fax inbox.
• Established an excellent relationship with users and co-workers.
• Consistently maintained top resolution numbers.
• Additional responsibilities as assigned.
September 2009 - June 2010 Online Business Applications, Woodridge, IL
Support Center Technician
Responded to phone inquiries & e-mails from clients.
Analyzed and resolved potential errors, as well as occurring errors.
Learned the “user side” of the software.
Provided desktop support to users in the US & Canada, via remote desktop applications.
Worked with clients to resolve issues in a very timely manner.
Documented and maintained records of all support calls, e-mails, web tickets.
Developed, created and maintained a Knowledge Base.
Assisted internal IT with server permissions, when needed.
Maintained a positive relationship with co-workers and users.
Additional responsibilities as assigned.
January 2009 - April 2010 Aircell, Itasca, IL (contract - TEKSystems)
Accounts / Exchange & AD Administrator
Account creations, deletions, and modifications, on network systems including
Active Directory, Exchange, Sharepoint, Efax, physical security systems, and
management of accounts on external systems such as WebEx.
Management of access permissions to network resources including Active Directory
groups and group membership.
Tracked and reported all account related activities in accordance with company
policies and procedures.
Performed regular account and permission audits. Reporting and correcting any
deficiencies.
Utilized help desk system to manage and track end user requests and incidents.
Installed, configured and maintained Microsoft operating systems and business
software.
Provided desktop support to users of Windows XP Professional, Microsoft Office
2003 & 2007, Outlook, Visio
Performed installation, maintenance, repair, and upgrades for personal computer
software and hardware.
Worked with outside vendors and Service Centers.
Maintained all procurement for phones and cellular devices.
Assisted with support of remote locations
Assisted with 24/7 network trouble-shooting coverage
Assisted in development and implementation of policies and procedures
Other responsibilities as assigned
November 2005 – November 2008 Worknet Inc., Naperville, IL
Technical Support Specialist / Systems Administrator
Manage and administer Active Directory, Exchange and Citrix Environments for a
multitude of clients, allowing them to focus on their business.
Helping Worknet Inc. achieve fast growth by managing communications and connection
solutions, including LAN, WAN, intranet, and Internet for over 200 clients on a small,
select team of Help Desk Specialists.
Implement and adhere network security standards through developing and maintaining
security policies, deploying and maintaining anti-virus/anti-SPAM software, amongst
other tasks.
Working directly with customers to quickly find solutions to their IT issues, providing
availability consistent with their client service levels.
Create and maintain thorough technical documentation, logging, and issue tracking,
allowing increased productivity throughout the IT department.
Support daily operations of Network Engineers, facilitating smooth Data Center
operations.
June 2005 – November 2005 Chamberlain Group – Elmhurst, IL (contract – Sierra
IT)
Help Desk Specialist
Providing first point of contact support for all technical issues, allowing problems to be
promptly addressed, solved, or quickly escalated.
Provided troubleshooting for hardware and software issues, quickly identifying
resolutions, facilitating user efficiency in daily workplace tasks.
Coordinated all requests for the Help Desk, hardware repairs between maintenance
services, users, and PC Network Group.
Create and maintained all technological documentation, providing necessary knowledge
to current and future users.
Provided thorough training of hardware and software applications, allowing users to
efficiently execute necessary action items.
Maintained a high level of service, satisfaction and resolution through positive relationships with
end users.
.
January 2004 – April 2005 Concentra Integrated Services – Tampa, FL
Help Desk Technician and Customer Support
Answer all incoming call/email requests for support/administration of application /
software and hardware related problems, as well as application training via both
telephone and/or NetMeeting, VNC, Reach Out, etc.
Required to open a ticket for all issues and return customer calls / emails on a timely
basis. Update tickets according to established guide lines, provide daily 24 hour status of
updates, if necessary, and follow up to customers and co-workers.
Consistently maintained departments highest call volume, daily, as well as maintaining a
positive relationship with all of my end users.
Troubleshooting of LAN/WAN connections for in network users, and VPN/RAS
connections for off-site users located in United States and Canada.
Troubleshooting hardware devices, laptops, printers, wireless devices desktop computers
to determine if replacement is needed.
Training provided to new users of Concentra Applications, as well as MSOffice.This
training was conducted both over the telephone, as well as VNC, Reach Out &
NetMeeting. This training included new, mentored employees.
March 2001 – February 2004 Concentra Preferred Systems - Naperville, IL
Initial IT Claim Coordinator
Reviewed and eliminated all E-92 / ineligible claims, via the GUBER followed by the
BEACON applications. Sent these dispositions to the appropriate Field Service Tech’s.
Worked with all Field Service Tech's to obtain eligible claims to then move through
appropriate channels within CPS. Entered such into specific applications, for completion
(balancing) of claims, all within 2 days window. Retrieved missing information, via
telephone & e-mail from appropriate Field Service Tech's, for both HCFA & UB claims.
Met and exceeded all daily responsibilities, while familiarizing myself with all necessary
aspects of HCFA and UB's, including RFS forms.
CERTIFICATION & COMPLIANCY
• Help Desk Institute/www.thinkHDI.com - Certified
• HIPAA (Health Insurance Portability and Accountability Act)
compliant
• SOX (Sarbanes-Oxley Act) compliant
• Darden Industries Customer Service & Training Course
Contact this candidate