SUMMARY:

• Responding to customers, closing tickets, changing ticket details, moving tickets from one category to another via Service Now ticketing system.
• Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer, Hardware configurations etc... Level 2 generally handles configuration issues, troubleshooting, software installations, hardware repair (including in - house repair or coordinating depot services).

WORK EXPERIENCE:

Covid 19 Help Desk and Field Technician

Confidential - Chicago, IL

Responsibilities:

• Building and maintaining computer systems and networks for local hospital (McCormick Place ACFMetro South hospital) overflow of Confidential ts during Covid 19 pandemic.
• Troubleshooting errors, maintaining internet connectivity, running diagnostic tests, maintaining servers, repairing computer hardware, and providing technical support.

Help Desk Support / Service Desk Support

Confidential - Chicago, IL

Responsibilities:

• 2nd and 3rd shift Support of mixed desktop environment
• Assisting users with questions / difficulties navigating various applications
• Maintain Teamwork Desk by assigning and solving user tickets
• Answer inquiries to help desk by phone, email and direct submission
• Add new users to applications as assigned by leadership via active directory.
• Troubleshoot variety of issues including, but not limited to, user permissions, application of definedworkflows, and other system questions
• 1. Organization and Time Management - Handles multiple projects and prioritizes deadlines.
• Assist leadership to identify and utilizes all resources available when priorities conflict or whenexternal challenges are lining up against the deadline. Must be able to clearly communicate the issue and be tenacious in finding resolution.
• Handles a fluctuating workload and prioritize during times of peak demand and conflicting priorities.
• Knows when to seek assistance to ensure deadlines are met and a quality product is delivered.
• Experience Windows imaging
• Lead person of small team of technicians and field techs.
• Support Cisco WebEx
• MS Remote Desktop Server 2012R2
• Software licenses with third-party vendor
• Support 700+ end-users including sales, marketing and executives.
• Detailed work with third party vendors when required.
• Support requests through Service Now ticketing system, using clear and detailed communication. A curious and can-do mindset, where you learn more about the IT environment and tackle additional responsibilities.

Help Desk Support / Remote Support

Confidential - Chicago, IL

Responsibilities:

• Software and hardware problems (e.g., setting up email, usernames, and passwords; operatingpersonal computer and software) active directory. O365.
• Maintains and Supports desktops, laptops and servers
• Installs and upgrades, tests and configures work stations, peripheral equipment and software
• Performs Backups, imaging & deploying of new machines/hardware upgrades
• Sets up new users
• System user access to systems and servers
• Updates profiles, permissions, and maintains user account
• Setting up internet, intranet and E-mail accounts (Office 365 and Outlook)
• Supports Internal networks, internet connectivity, and VoIP phones systems
• Maintains Inventory of IT hardware and software assets and mobile devices
• Remote support via phone, email, remote (RDP) and on-site to all users and clients.

Help Desk Technician (Contract)

Confidential - Chicago, IL

Responsibilities:

• Own Incidents and Service Requests which require in-person presence at the facility
• Provide technical support for both local and remote users
• Consistently ensure end-users are communicated the status of their request(s) and are aware ofexpected timeline to resolution
• Troubleshoot and resolve/escalate issues with internal business applications
• Install, configure and support various types of hardware including desktops, laptops, monitors,phones, peripherals and printers
• Escalate requests, where appropriate, to other IT technicians or engineers
• Report and update service requests in a timely, clear and concise manner
• Partner with Systems Engineering team to implement system and infrastructure enhancements andchanges
• Assist in the on-going development of Technical Support knowledgebase
• Manage hardware inventory (desktops, laptops, tablets, mobile devices) at the facility to supporthardware needs throughout the organization
• Support company Food Safety efforts through commitment and compliance to SQF standard practices.
• Provide level 2/3 help desk support to its corporate end-users.
• Support 700+ end-users including sales, marketing, executives, and c-level attorneys.
• Self-assign tickets that are in the ticketing system, that is in our assigned group, and reach outto ConAgra's end-users and solve their problems in a timely fashion (on location or remotely), that doesn't go against the agreed upon SLA's.
• Send warrantied Lenovo ThinkPad laptops to IBM for repair.
• Computer asset management and disposal.
• Basic Cisco VoIP phone provisioning.
• Support Cisco WebEx and Cisco Telepresence meetings for town hall and corporate meetings. • Inventory on-hand computer inventoried ConAgra assets.
• Inventory and ship de-commissioned technology.

Technical Support (Contractor)

Confidential - Chicago, IL

Responsibilities:

• Provide first, second and third level support and troubleshooting on personal computer hardware andsoftware on a network, Bloomberg terminal for finance.
• Respond to and analyze problems through discussions with users.
• Shadow end-users with remote administration to determine and resolve hardware, software, and/orsystem and technical issues, reducing the need for on-site service calls.

Desktop Support/ Systems Analysis

Confidential - Chicago, IL

Responsibilities:

• Backup to Systems Analyst support for Reimage laptops/System Center Configuration Managerupgrades/Software Center/Citrix VMware/Desktop Director/Network and local printer setup and troubleshoot/Bomgar and RDP/Group Policy/Change Management and CAB Reports.
• Commission and decommission servers, install and build new servers, make full use of the poweravailable to a server, as well as balance the cooling and weight distribution in the data-centers where the servers are located. Rack and Stack.

Technical Support and Service Desk Troubleshooting

Confidential - Chicago, IL

Responsibilities:

• Contract) Provided onsite and remote assistance for issues related to computer systems Workday software.

Confidential - Chicago, IL

Responsibilities:

• Serviced over 2000 internal and external remote users
• Troubleshoot problems with users' software, hardware and network connectivity
• Image new hardware for users including laptops, desktops
• Windows 7 Project, migrated users to Windows 7 and verified profile and programs worked correctly.

Technical Support Desk

Confidential - Chicago, IL

Responsibilities:

• Provided computer help desk support via telephone communications with end-users.

Computer Technical Analyst /Support Desk

Confidential - Chicago, IL

Responsibilities:

• Serviced over 2000 internal and external remote users.
• Troubleshoot problems with user's software, hardware, network connectivity.

IT Support

Confidential - Chicago, IL

Responsibilities:

• Provided telephone technical support for attorneys and staff with laptop computer systems, software,and hardware Office/Outlook/Word/Excel/PowerPoint.
• Accompanied attorneys to court to assist with organizing documents and present information togovernment officials and judges. Ran deliveries to other law offices in town as well as government buildings.