To obtain a position with a growing company in the technology field with an opportunity for growth and advancement.
Authorized to work in the US for any employer
Desktop Support Analyst
May 2013 to October 2016
Utilizing HP service desk manager, to take ownership Incident tickets that have been escalated from helpdesk and resolving issues, documentation of steps taken to resolve.
i.e., Configuration of Microsoft Office Suite specific to client, ensuring that client are in appropriate groups within Active Directory. Setting up/deployment of desktops/laptops per request for current users and new hires. Ensuring that PC’s are encrypted, adding user to Secure Doc server. Backing up of PC’s utilizing SCCM and Ghost. Resolution of VPN, Hotspots, SQL servers, issues in timely manner. Ensuring that client experience uninterrupted service and connectivity while on network. Installation of software over network remotely and in person. Installing hardware per requests. Maintaining the queue weekly on rotation basis. Participation in team meetings to keeping a team atmosphere, sharing information and assisting others within team. Training new members of the desktop support team.
Successfully deployed Windows 8.1 systems and support of these systems through SCCM 2012
Remote support of users with great customer skills. My biggest asset is the ability to interact with all end users, from CEO to Administrative support persons. I am now the Secretary of the State of Wisconsin primary support for the last 10 months.
Help Desk Analyst
December 2012 to March 2013
Help Desk/ Operations
Creation of new employees with network credentials, setting of rights and privileges per request of Managers. Add users to groups in Active Directories. Change of containers per request in Active Directory. Adding software utilizing SCCM 2012. Answering and supporting users for a global company, resetting passwords, unlocking accounts, configuring VPN, setting upping of CITRIX accounts for users. Administration of WebEx for global corporation. Maintaining accurate records of four hour checks of servers, portals for global company.
January 2011 to March 2013
Milwaukee, WI: January 2011 - Present
Provide 1st, 2nd and 3rd level of support in a cooperate migration to Windows 7/Office 2010 for 5000 clients, in multiple locations. As team member, participating in windows 7/ Office 2010, capacity testing of network delivery mythology, via, Radia.
Ability to read logs created in Radia connect for user and machine and collaborate on appropriate steps to resolve any issues, escalating when necessary
Supporting clients that log into new pc's with windows 7/Office 2010 for the first time
Configuring mailbox on Exchange server 2008
Configuring applications for use in Windows 7 environment for first time
Creating tickets and assigning to appropriate support teams (Utilizing Remedy 7.6)
Resolving incidents assigned to me in a timely manner escalating when appropriate
Providing knowledgable customer service to clients in an environment of 5000 plus clients
Utilizing remote assist when possible and appropriate to resolve issues for clients
Working with SQL databases through Active Directory
Platform Migration Specialist
July 2012 to September 2012
Veolia Environment (Contractor for APEX) Milwaukee, WI: July 2012 – September 2012
Platform Migration Specialist
Calling and scheduling end users availability to have profiles captured. Once scheduled, capturing of profile, saving to server. Utilizing SCCM delivery of Applications, and Windows 7 to end user. Configuration of printer settings. Mapping of networked drives. Setting of permissions to applications, drives in Active Directory. Follow up with end users to ensure that drives, permissions, and applications functionality is appropriate so that end user are productive in their duties. Utilizing remote connection to assist user in setting up of folders, local printers. Resetting of pa
Freelance IT Specialist
June 2006 to 2010
Performed Helpdesk Level support on Windows 2000/XP/2003
Evaluated and recommended which topologies were best suited for small businesses. Executed installation of printers, FAX, hardware and software Trained users on DSL, analog and cable networks. Provide ongoing support to small businesses. Utilized in-depth knowledge of widely used personal computer and server software packages such as Novell Netware, Windows 2000/XP/2003 Pro, Active directory, Backup Exec 9.0, ARCserve9, Adobe Acrobat 9.0, MS Office 2000/2003, MS Exchange, VPN.
May 2005 to May 2006
project, submit daily status reports to Kraft, in Illinois.
September 2004 to April 2005
Provided 1, 2,3rd level help desk support using technical and customer service skills.
Resolution of tickets, generated by Monet, in a timely manner, escalating when, appropriate. Attending and contributing to weekly meetings of technicians, Imaging of new systems for new hires with department specifications and software.
Senior Desktop Support
December 2003 to July 2004
Performed Desktop support Levels 1, 2, 3, for 5000 end-users on a LAN/WAN resolution of tickets generated in Remedy, in timely manner, escalated when appropriate.
Supported VPN users nationally. Resolved connectivity issues for VPN users, e.g., Cisco LAN Wagon. Established re-images configuration per department/user specifications, handled telecommunication support remotely utilizing Net meeting, SMS, and anywhere PC, Executed hardware and software repair, motherboards, memory upgrades, installation of NIC cards. Added/Removed, set permissions and rights within network, re-set passwords within Active Directory, EA (enterprise administration) password change and activation and de-activation of accounts As Senior Technician took ownership of tickets not resolved by level two techs.
Network Support Technician
December 2000 to December 2001
As a team member replaced all NIC cards for all users, migrated user's data to network drives and assisted in whole network topology installation, from Token Ring to Fast Ethernet. Ensured, that all users' data replaced without issues. Reconnect of PDA's, VPN connections, configuration, reconfiguration of Microsoft office suites in a Novell environment. Configuration and setup of networked printers, local printers, scanners. Schedules migrations with department supervisors and communicated with the end-user as to availability. Resolution of tickets, escalated from helpdesk, in a prompt, courteous fashion. Wireless configuration of Cisco Wagon, set up routers and repeaters thru out departments.
Network Administration/PC Support
1996 to 1999
Setup and configuration Administration of Email, Application, Anti-virus servers. RAID configuration of new servers. Responsible for Application pushes over the LAN/WAN, Utilizing SMS, ensuring department quality. Maintained, network printers, along with local printers. Resolve all issues with desktop/laptops from connectivity, setup, and configurations. As part of a team maintain and installed fiber optic cabling. VPN configurations of laptops for salespeople. New users build of laptops, desktops per department specifications. Create new email accounts and permissions. Recommend new purchases, maintain seat licenses for applications. Deployment of hardware/software as needed. Break/fix responsibilities for all equipment, laptops, printer, desktops, in a timely manner as to not upset productivity of users.
SUMMARY OF SKILLS: Eight years' experience Desktop Support in a Windows environment, including migrations, workstation deployments. Seven years Administrating utilizing Active Directory 2003, was administering remotely with Remote assist, supporting existing Windows infrastructures, VPN support. Ability to troubleshoot and resolve tickets generated in Remedy, Monet, in timely manner using queue and knowledge base Expert Level of people skills, communication. Ability to work as a member of a team and independently, ability to follow both written and verbal instructions. Support and migration of Windows 7/Office 2010, working with, STORM, FAAR, ASPECT, Call centers applications as they relate to Windows 7 32 and 64 bit OS.