Objective

• To obtain a position wif a growing organization dat seeks an ambitious and career conscious person, where acquired skills and education will be utilized toward growth and advancement.

PROFESSIONAL EXPERIENCE

Confidential, Des Plaines, IL

Help Desk Support Specialist

Responsibilities:

• Serve as teh first point of contact of meeting end user computing needs
• Troubleshoot Workstations, Laptops, Printers, Scanners, Mobile Devices and other Airport Equipment
• Log tickets in ServiceNow
• Using tools available to provide Incident Management (ie New Ticket, Status, Resolve, Add Notes and/or Escalation)
• Use noledge base to find solutions, work - around, and assignment information in order to troubleshoot issues
• Own teh lifecycle of an incident to ensure it TEMPhas been resolved to teh user expectations
• Communicate wif teh end user upon receiving ticket so they no we has acnoledged teh work order and are working on resolving teh issue
• Track open incident and service request records
• Review open Incidents/Service Requests in teh queue and communicate wif end user wif current status or attempt to resolve teh issue

Confidential, Wheaton, IL

Help Desk Support Specialist

Responsibilities:

• Serve as teh first point of contact of meeting end user computing needs, average calls 25 per day
• Troubleshoot Workstations, Laptops, Printers, and Scanners
• Log tickets in Atera
• Monitor teh Atera queue for incoming tickets opened by teh user
• Assisted clinics order supplies via teh web
• Troubleshoot issues wif IE and Google Chrome
• Assisted wif teh Google Suite via Google Chrome
• Proactively monitor all remote site workstations and servers for alerts
• Communicate wif teh end user upon receiving ticket so they no we has acnoledged teh work order and are working on resolving teh issue
• Image new workstations for deployment to client sites

Confidential, Port St.Lucie, FL

Front Desk Supervisor

Responsibilities:

• Assist teh Front Desk during peck days/hours, open and close teh shift, and handle any guest or property related issues on a daily basis
• Set priority of maintenance tasks as well as inspect work completed on a daily basis in addition to giving teh maintenance person as updated daily list of things dat need to be accomplished
• Inspect any rooms dat has become vacant, as well as inspect all rooms assigned to guests checking in dat evening
• Make weekly schedules for employees and submit to GM for review
• Communicated wif guests and monitored service trends by evaluating all comment cards
• Communicated wif all guests and provided resolution of all queries
• Administered all housekeeping and guest relation activities of teh hotel
• Worked closely wif groups to secure group reservations
• Interacted wif guests on a daily basis to make sure their stay was comfortable and to determine if their was anything we can do to make it better

Confidential, Fort Pierce, FL

Front Desk Supervisor

Responsibilities:

• Ensured accurate and hospitable handling of guest reservation, check-in, check-out, payment, including credit card and cash handling procedures
• Performed daily reports ensuring dat all required documentation (daily reports, checklists, etc.) are completed in a timely manner
• Motivate all hotel staff and provide them wif clear guidance and motivation in performing their duties to maximize hotels revenue and profit
• Assisted Front Desk employees at peak hours wif answering phone calls, check in and check outs as needed
• Communicated wif guests and monitored service trends by evaluating all comment cards
• Communicated wif all guests and provided resolution of all queries
• Administered all housekeeping and guest relation activities of teh hotel
• Worked closely wif groups to secure group reservations
• Interacted wif guests on a daily basis to make sure their stay was comfortable and to determine if their was anything we can do to make it better

Confidential, Vero Beach, FL

Front Desk Representative/Guest Service Agent

Responsibilities:

• Accurate and hospitable handling of guest reservations, check-in, check-out, including credit card and cash handling procedures
• Proficient administration of teh Hotels reservation system
• Assist in preregistration and blocking of rooms
• Prompt, friendly response to guest requests, questions or concerns wif follow-up to ensure guest satisfaction
• Perform cashier related functions such as posting charges, raising paid outs, and currency exchange
• Coordinate room status updates wif teh housekeeping department by notifying them of all check-outs, early check-ins, special requests and day use rooms
• Accommodate special requests whenever possible
• Comply wif teh hotels safety procedures including emergence and security systems

Confidential, Vero Beach, FL

Front Desk Supervisor/Night Auditor

Responsibilities:

• Ensured accurate and hospitable handling of guest reservation, check-in, check-out, payment, including credit card and cash handling procedures
• Performed Night Audit ensures dat all required documentation (daily reports, checklists, etc.) are completed in a timely manner
• Motivate all hotel staff and provide them wif clear guidance and motivation in performing their duties to maximize hotels revenue and profit
• Assisted Front Desk employees at peak hours wif answering phone calls, check in and check outs as needed
• Communicated wif guests and monitored service trends by evaluating all comment cards
• Communicated wif all guests and provided resolution of all queries
• Administered all housekeeping and guest relation activities of teh hotel
• Worked closely wif groups to secure group reservations
• Interacted wif guests on a daily basis to make sure their stay was comfortable and to determine if their was anything we can do to make it better

Confidential, Daytona Beach, FL

Assistant General Manager

Responsibilities:

• Motivate all hotel staff and provide them wif clear guidance and motivation in performing their duties and maximize hotels revenue and profit
• Ensured accurate and hospitable handling of guest reservation, check-in, check-out, payment, including credit card and cash handling procedures
• Assisted Front Desk employees at peak hours wif answering phone calls, check in and check outs as needed
• Monitored all profit and loss statements of teh hotel and prepared an annual budget
• Coordinated wif guests and monitored service trends by evaluating all comment cards
• Administered various billing related issues and coordinated wif accounting Manager wif any discrepancies
• Managed and provided resolution for all media queries regarding Hotel
• Communicated wif all guests and provided resolution of all queries
• Administered all housekeeping and guest relation activities of teh hotel
• Inspected guest rooms, common areas and grounds to insure efficient cleanliness and all of teh equipment was operational
• Scheduled preventative maintenance for teh facility as per teh Confidential standards
• Reviewed all invoices generated for major projects and assisted to resolve all issues
• Worked closely wif groups to secure group reservations
• Worked closely wif vendors to reduce cost while maximizing product Confidential (laundry products, breakfast menu, operations equipment)
• Interacted wif guests on a daily basis to make sure their stay was comfortable and to determine if their was anything we could has done to has made it more pleasurable.

Confidential

Independent Consultant

Responsibilities:

• Assisted clientele wif setting up wired/wireless networks in their homes and/or business
• Took on short term project work detailing wif PC refreshes and upgrades
• Insured dat all of teh clients data was transferred to their new PC/Laptop along wif making sure dat teh new unit complied wif company standards (i.e patches, antivirus/malware protection)
• Updated Active Directory be removing teh old machine and verifying dat teh new machine reported to Active Directory and were placed in teh correct container
• Insured dat teh client was mapped to all network drives and printers which they were granted access to
• Supported MS Office suites, Windows 98 to current

Confidential, Schaumburg, IL

Desktop Support Specialist

Responsibilities:

• Respond to user problems and works to resolve their issues efficiently and professionally while developing a good rapport wif teh user base
• Managed teh desktop/laptop environment consisting of HP and IBM models
• Support a Windows desktop environment consisting of WinXP, Vista and Windows 7
• Perform regular and preventive maintenance on all HP printers
• Implement and maintain policies, procedures and associated training plans for network resource administration, and appropriate use of company equipment
• Manage Exchange accounts for adds/changes/deletes
• Oversaw teh installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices
• Ensured proper asset management and tracking of assets
• Maintain call history by ensuring dat all calls are logged in AutoTask
• Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information
• Improved systems security wif active vulnerability assessment and remediation dat enabled secure configuration and data access control at teh device level, scanning for patch needs, malware threats and configuration vulnerabilities, downloaded and distributed MS patches and updates via WSUS/SCCM
• Created and managed teh escalation procedures while ensuring SLA’s were met

Confidential, Sparta, GA

Assistant Manager

Responsibilities:

• Motivate all hotel staff and provide them wif clear guidance and motivation in performing their duties and maximize hotels revenue and profit.
• Monitor current hotel operations to identify and address potential problem areas and bottlenecks dat may be stifling optimum performance
• Conducted appropriate staff meetings and coordinated wif other department heads to ensure dat proper communication and lead to guest satisfaction and maximum profit and productivity.
• Came up wif innovative ways to increase profit and revenues by reducing unnecessary expenses as well as controlling labor costs.
• Executed daily operations of a 60 room hotel, including supervision of housekeeping, maintenance and office staff
• Assisted teh manager in hiring process and participated in monitoring training of hotel staff.

Confidential, Westchester, IL

Team Lead/Sr. Help Desk/Desktop Support Specialist

Responsibilities:

• Answer questions or resolve problems for clients in person, telephone, and email
• Able to demonstrate leadership skills and TEMPeffectively communicate highly technical information in non-technical terminology.
• Handled teh escalation process and mentoring other support professionals while working via phone, email, and SMS
• Hardware/Application support on systems and software such as MS Office/Outlook, Cisco/Nortel VPN Client, McAfee AntiVirus, WSUS/SCCM, DHCP, IBM Desktops/Laptops, HP and Zebra Bar Code Printers, Ricoh scanners, Blackberry’s and Blackberry Services
• Interacted wif other IT support groups to maintain noledge base for support analysts.
• Implement and maintain policies, procedures and associated training plans for network resource administration, and appropriate use of company equipment
• Responsible for teh remediation of all threats received from McAfee and ensuring dat all machines on teh network were compliant wif both McAfee and WSUS as well as provide reports and feedback to management on findings and resolutions
• Interact and negotiate wif vendors, outsourcers, and contractors to secure network products and services
• Ensured proper asset management and tracking of assets
• Maintain call history by ensuring dat all calls are logged in Magic
• Made follow up calls to customer to assure incident closure. Updated and closed call records for work being performed

Confidential, Itasca, IL

POS Help Desk Technician

Responsibilities:

• Provide Level Two support for company owned POS software.
• Provide support to Company, Franchise and independently owned automotive repair shops
• Install, configure, and network POS system on shop PC’s remotely using Web EX, Net Meeting and Log Me In Rescue on PC’s running Windows 2000/XP/Vista
• Identify, troubleshoot, diagnose, and resolve customer issues for all Point of Sale (POS) devices and their peripherals while documenting troubleshooting in TrackIt

Confidential, Elgin, IL

Sr. Help Desk Specialist

Responsibilities:

• Provided level one and two support to company user community.
• Hardware/Application support on systems and software such as Mainframe, MS Office, Novell, NT, Lotus Notes 6.0, MS Outlook, Symantec Antivirus, LANDesk, Citrix, AGNS/VPN, Windows 98/2K/XP, Blackberry/Palm, Printers, Scanners and Wireless Connectivity
• Interacted wif other IT support groups to maintain noledge base for support analysts
• Subject Matter Expert (SME) in Lotus Notes (4.6, 5.0, 6.5) and Remote Access

Confidential, Hanover Park, IL

Business Owner/Manager

Responsibilities:

• Planned and prepared work schedules and assigned employees to specific duties
• Coordinated sales promotion activities and directed employees to prepare merchandise displays according to company directives.
• Ensured compliance of employees wif established security and loss prevention procedures
• Answered customer complaints/inquiries
• Supervised employees engaged in sales work, POS system ringing of sales, merchandise returns, inventory, reconciling cash wif daily sales reports, book and record keeping of daily/monthly and yearly sales data via QuickBooks
• Managed several projects at one time and made decisions using limited or incomplete data
• Setup and maintained PC network

Confidential, Chicago, IL

Help Desk Specialist

Responsibilities:

• Provided Level One support to company user community.
• Application support on software such as Mainframe, MS Office, Novell, NT, MS Outlook, AGNS/VPN, Windows 98/2K/XP and Active Directory
• Hardware support on systems/devices such as monitors, desktop/laptops, and printers

Confidential, Downers Grove, IL

Desktop Support/ Help Desk Specialist

Responsibilities:

• Provided all levels of support to company employees both on and off site
• Installed and configured software such as Windows OS, MS Office, Lotus Notes, AGNS/VPN, LANDesk, PC Anywhere, Antivirus, Active Directory and Ghost
• Installed and configured hardware components such as modes, NIC cards, Hard Drives, Floppy and CD ROM Drives

Confidential, Lincolnshire, IL

Help Desk Specialist

Responsibilities:

• Provided Level Two support to company employees
• Supported systems and applications such as AS/400, Mainframe, Windows98/2K/XP, Lotus Notes, Citrix, AGNS/VPN, Novell, NT, Active Directory, and Remedy
• Created Knowledge Base to assist colleagues in troubleshooting problems and issues
• Provided both LAN and WAN support to company personnel

Confidential, Glenview, IL

Help Desk Specialist

Responsibilities:

• Received calls directly from teh companies user community.
• Answered, diagnosed, resolved and recorded trouble calls utilizing Peregrine Service Center
• Provided application support for Windows 95/98/2K, MS Office, MS Outlook, VPN and basic LAN/WAN problems