SUMMARY:

• Dedicated IT Professional seeking long - term, stable Computer Desktop or Help Desk Support position.
• Very reliable, strong work ethic, and ability to problem solve. Passionate about computers and halping people, communicates and works well with all levels of management, co-workers, and customers. Proven track record of resolving customer issues to their satisfaction. Very organized and supportive team player committed to resolving technical problems and meeting customer needs in a timely, cost efficient manner.
• Computers & Hard Drives: Dell, HP, IBM, Lenovo, Gateway, Western Digital, Seagate, Mitsumi
• Memory and Devices:Dell, Compaq, IBM, Kingston, NICs, modems, sound cards, CD / DVD drives, thumb drives, Blackberries, PDAs, Verizon Wireless Air Cards

TECHNICAL SKILLS:

Monitors: Dell, HP, IBM, Samsung, Viewsonic, Gateway (flat-screens and CRTs)

Printers and Copiers: HP LaserJet & DeskJet, Ricoh (printers, copiers, and scanners), Canon

Operating Systems: Windows 10 / 8 / 7 / Vista / WinXP / / 95, WinNT 4.0, MS DOS

Protocols: TCP-IP, IPX-SPX, NetBEUI

Programs / Applications: MS Office 3, Ghost 11.0.1, Altiris 6.1, MS Active Directory, Skype, Remedy, ManageNow, ServiceNow, Jitbit, MagicMS FoxPro, Citrix, Tivoli, SMS, Adobe Acrobat, Lync, Verizon 3g

Browsers and Email: Google Chrome, MS Explorer, Netscape Navigator, MS Outlook, Lotus Notes, cc: Mail

Remote Tools and Apps: Rescue LogMeIn, GoToAssist, AnyConnect VPN, Remote Desktop, DameWare, SCCM, VNC, PC Anywhere, MS NetMeeting, WinINSTALL

AntiVirus / Security: Bitdefender, Symantec, McAfee, Malwarebytes, Mobile Guardian Shield, Spybot, Ad-aware, PKI Encryption

PROFESSIONAL EXPERIENCE:

Confidential, IL

Desktop Technician

Responsibilities:

• Perform Dell and HP laptop hardware and software support for local and U.S. nationwide Abbvie employees and contractors. Use Abbvie s own imaging software to image laptops. Use a thumb drive key for each PC to boot up to Abbvie network to pull down teh Windows 10 image to teh machines.
• Use SCCM to install pre - approved applications per user-specific need that are outside of teh standard applications and programs that come with teh Abbvie PC image that is used for teh machines.
• Use ServiceNow ticket system to create user tickets for new hires, break fix, and refresh (upgrading laptops) for users. User tickets are provided daily by teh IT manager, tan our technicians assign teh tickets to ourselves based on priority issue and pre-determined shipping dates due to ship out to users.

Confidential

User Support

Responsibilities:

• Provided computer desktop, laptop, tablet, monitor, Cisco desk phones, and printer hardware and software support for employees and contractors for Empire locations locally and nationwide over teh phone and through Skype, Teams, and email communications. Used MS Outlook and Office 365 for email. Jitbit ticketing system for all user issues. Provided rotating on - call remote support from home.
• Resolved users remote VPN issues. Used Active Directory for account password reset and unlock.
• Provided specific setup, configuration, testing, and shipping and receiving of Zebra ZT510 and 105SL
• Plus label printers for all U.S. Empire warehouse locations for carpet and hard surface label tagging.
• Worked with Ricoh field techs dispatched to Empire Corporate regarding Empire s Ricoh printers.
• Performed shipping and receiving of Empire I.T. equipment to and from Empire locations nationwide.

Confidential

Desktop Support Technician

Responsibilities:

• Provided computer laptop and printer support for Grainger users for local and remote Grainger sites nationwide using HP and Lenovo computers. Used Service Now ticketing system, Windows 7 / 10MS Office, and MS Outlook for company email. Used both spindle and SSD hard drives.
• Imaged and supported primarily laptops using Ghost imaging software, migrated users data using
• USMT when hard drives were re - imaged or replaced or PCs were upgraded. Worked with users to resolve their wireless and VPN issues. Used GoToAssist for remote PC support. Replaced Lexmark toner cartridges, fuser units and maintenance kits in several various network printer models.

Confidential

Desktop Support Technician

Responsibilities:

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• Provided computer desktop and laptop hardware and software support for client employees and contractors using Dell and HP computers. Used Service Now ticketing system, MS Office 2007and Google Mail for company email. Replaced defective spindle hard drives with SSD drives.
• Imaged computers using Ghost imaging software, migrated users data when their computers were re - imaged or replaced, and worked with users to resolve their wireless and VPN remote connectivity issues. Shipped I.T. computers and monitors to other R.R. Donnelley sites I.T. departments

Confidential

Product Support Technician

Responsibilities:

• Provided technical phone and remote support for CCI equipment for laundromat owners, managersand technicians regarding Dell XE desktops computers, Cisco switches, CCI control heads, Ethernet
• Power Controllers (EPC), Tripp Lite battery backup units, bill acceptors, credit card and laundry card reader units, and report and receipt printers installed in their CCI LaundryCard and FasCard cabinet systems in laundromats throughout teh U.S.
• Provided hardware and software support to assist laundromats when installed CCI - related components failed to function properly in washers, dryers, and soap and vending machines for laundromat users.

Confidential

Desktop Support Engineer

Responsibilities:

• Provided computer desktop, laptop, iPad, printer, and software technical support for Federal employees and contractors. Also assisted with conference video and audio meeting setups.
• Used D.O.E. proprietary ticketing system to contact and schedule with users to resolve their technical issues or to fulfill their hardware requests, such as for additional or replacement monitors and printers.
• Used and supported Microsoft Office 2013, Microsoft Lync 2013, and VDI for remote access.