TECHNICAL SKILLS:

OS: Windows 10/8/7/Vista/XP/2000/NT/98SE, Debian 4, Fedora Core 6, iOS, Android

Software: Microsoft Office 2000/XP/ 2003/2007/2010/2013, Symantec Antivirus 10.2/Client Security 2/3, Lotus Notes 6.5/7, Nortel Connectivity VPN, Cisco AnyConnect VPN Client, Connected Data Protector, Marimba Tuner, McAfee Safeboot Encryption, BitLocker, Remedy, Peregrine Service Center, OTRS, Service Now, Clarify, Prometheus Mobile, Innovapptive mWorklist and mInventory, Citrix XenMobile 10, HP Quality Center/ALM

Hardware: Motherboard installation, all components (hard drives (IDE, SCSI, RAID, SATA), PCI (E) / ISA / AGP cards, memory, FRU s, etc.) HP Laptops/Desktops, Dell Laptops/Desktops, RIM Blackberry, Android based smartphones, iPhone/iPad, Surface Pro 3

Network Hardware: HP Procurve 2724 Switches, Linksys WRT54G Wireless Router, Cisco Aeronet 1131AG Wireless Access Point

Network Software: Windows Server 2008/2008R2/2003/2000/NT, Exchange 2000, Active Directory 2000/2003, Open LDAP

PROFESSIONAL EXPERIENCE:

Confidential - Dublin, OH

Help Desk Administrator

Responsibilities:

• Assign incoming tickets to appropriate resolver group
• Provide end user support for onsite and remote users
• Assign user licenses for Office 365
• Maintain Exchange distribution groups
• Manage user and computer accounts in Active Directory
• Image computers and install software using SCCM
• Assign and manage RSA secure tokens
• Create and maintain Citrix user accounts
• Assign permissions to Citrix project databases
• Push data and configuration updates to Citrix databases
• Setup AV equipment for corporate meetings and classes

Confidential - Findlay, OH

Mobility Technician / BA

Responsibilities:

• Troubleshoot incidents based on assigned tickets
• Perform testing of SAP mobile applications for OS compatibility and functionality
• Run weekly KPI reports to track application utilization
• Manage tables in SAP for Plant Maintenance Notification Approval
• Generate configuration transports to move changes through SAP environments
• Work with SAP Basis team to manage transports in multiple SAP environments
• Work with SAP Security team to establish RFC authorization roles
• Manage device enrollments in Citrix XenMobile 10
• Work with XenMobile team to publish new and updated applications
• Manage testing scripts and track defects in HP Quality Center and HP ALM software
• Create and maintain change requests in HP Project and Portfolio Management Center
• Create troubleshooting guides for Service Desk to use for incident resolution
• Compose “how-to” documents to assist user’s with new software functions
• Work with software vendors to report defects and implement resolutions
• Handle access requests for external developers
• Track and distribute test devices
• Design communication slide to promote awareness of Mobile SAP application
• Implementation of Prometheus Mobile 2.7 Upgrade

Confidential - Findlay, OH

Desktop Support Technician

Responsibilities:

• Image Dell laptops and desktops with WIM image via SCCM
• Assist with equipment inventory
• Coordinate equipment replacement schedule
• Configure and deploy replacement machines
• Prepare leased equipment for return to vendor
• Troubleshoot incidents and complete requests based on assigned tickets
• Process change order tasks as assigned
• Act as escalation point for L1 Service Desk Technicians
• Provide for incoming Service Desk personnel
• Assist at Service Desk when needed
• Answer incoming support calls and resolve issues as reported. Escalate when appropriate.
• Input tickets into system and assign to appropriate resolver group
• Route web submitted tickets to appropriate resolver group
• Assist walk-in customers and resolve issues as reported.
• Order new/replacement/upgrade phones from vendor
• Configure and deploy iPhones to users
• Wipe returned iPhones in preparation for return to vendor
• Process user terminations
• Create new customer accounts for web ordering portal access
• Create and manage user accounts in SAP
• Process Firefighter requests in SAP GRC
• Manage User and Computer accounts in Active Directory
• Assign loaner equipment to users as needed
• Manage data backups in CA ARCserve Backup software
• Replace backup tapes at onsite and offsite locations
• File backup tapes at onsite and offsite data storage
• Manage remote access accounts in RSA Security Console

Confidential - Gurnee, IL

IT Representative

Responsibilities:

• Image laptops with custom Windows 7 image
• Image Surface tablets with custom Windows 8 image
• Configure Microsoft OneDrive on laptops and tablets
• Backup and restore user data with Microsoft OneDrive
• Work with users to schedule laptop upgrades
• Wipe leased laptops in preparation for return to lease company
• Track incoming and outgoing laptop and Surface Pro inventory in Excel
• Answer incoming support calls and resolve issues as reported. Escalate when appropriate.
• Configure new hire laptops
• Wipe returned iPhone and Samsung Galaxy phones and return to local stock
• Rollout Surface Pro 3 Tablets for Sales team
• Coordinate Laptop replacement for Service Technicians

Confidential - Waukegan, IL

Remote Support Technician

Responsibilities:

• Provide 2nd level support for remote/field based users based on assigned tickets
• Assist with support for onsite users when needed
• Configure, deploy, and support mobile devices (iOS, Android)
• Image new hardware with custom Windows 7 Image
• Configure and deploy equipment for new employees
• Train new employees on computer equipment and policies
• Administer computer accounts in Active Directory
• Troubleshoot printer and network issues
• Provide support for off-site meeting events
• Process returned equipment for data retention

Confidential - Sturtevant, WI

Service Desk Agent

Responsibilities:

• Provide Support for 1,200 in house and remote users based on service desk tickets
• Configure, deploy, and support mobile devices (iOS, Android, BlackBerry)
• Image new hardware with custom Windows XP Image
• Configure and deploy equipment for new employees
• Manage software in SCCM
• Administer User and Computer accounts in Active Directory 2003
• Run daily report for service desk metrics
• Troubleshoot printer and network issues
• Coordinate with 3rd party resolver groups when necessary (Dell, Ricoh)
• Maintain asset database for equipment

Confidential - Vernon Hills, IL

Desktop Support Technician

Responsibilities:

• Provide Onsite support (break/fix, IMAC)
• Provide Executive Support for Renal Division ( )
• Provide Executive Support for CIO and VP of IT ( )
• Configure and administer iOS devices via MobileIron software
• Image new hardware with custom Windows XP/7 images
• Install user specific applications using Active Directory Groups and Marimba Tuner
• Configure and deploy new equipment to replace leased equipment
• Configure and deploy equipment for new employees
• Add/Modify/Remove computer accounts in Active Directory 2003

Confidential - Schaumburg, IL

Desktop Support Technician

Responsibilities:

• Image new hardware with Windows XP OS and departmental software (ISS Proventia firewall, Credant Mobile Guardian, Symantec Antivirus 10.2, Nortel Tunnelguard)
• Install user specific applications with Marimba Tuner, and in-house application
• Install, move, reassign, and remove equipment
• Provide phone support to remote and home users
• Provide phone and remote support for field locations

Confidential - Des Plaines, IL

System Analyst

Responsibilities:

• Report to IT Manager, Provide IT support for 7 Divisions of ITW, 380+ employees, 250 million in revenue
• Stage and deploy new and existing desktops/laptops/peripherals.
• Install software applications. (MS Office Suite, Acrobat, Oracle 8i/9/10, Symantec Client Security 2/3, Crystal Reports 8.5/XI, etc.)
• End User installs of Enterprise IQ (an Oracle based ERP system)
• Modifiy reports in Crystal Reports 8.5, XI
• Answer and appropriately handle incoming customer support requests via phone, e-mail, voice mail, and in-person requests. Escalate problems when appropriate.
• Provide technical troubleshooting of PC hardware, software, network and local printers.
• Provide application support and to local and remote users
• Manage NAS Servers and Citrix Server Farm
• End User Management in Active Directory on Windows Server 2000/2003
• Manage Sterling EDI System and Cleo ftp server
• Handle Operating System Upgrades for existing systems
• Manage an Exchange 2000 system (add/remove users, set storage limits, reset passwords)
• Responsible for selecting and purchasing and setup of new server hardware/software
• Assist in software license inventory management.