PROFILE & OBJECTIVE

• To obtain a challenging I.T. position with diverse job responsibilities in a growth - oriented organization where my efforts and 15 years of computer experience will result in success and contribute towards any results-oriented networking/technical/desktop/helpdesk/computer operation support team.

TECHNICAL SUMMARY

HARDWARE: Wireless Winterms, Thin Client, IBM compatible laptops, iPhones and HP and DELL PCs, configure IDE drives as master and slave, install SATA/SSD, CD-ROM drives, install RAM, identify system board components, install Network Adapter card, NCR 3550 Unix AIX mainframe, IBM 4342/4381 mainframe, 4135/4090 Xerox Lasers, HP/Canon printers, OS/2 workstation, Novell Proxy and Win/2007 Server, Server Rack setups, RJ45/CAT5-6, Cross Over, PBX and Cisco phone cabling, 3Com switches, iPhones

SOFTWARE: Windows 7-8, Vista, XP, Maximo MRO, Red Hat Linux 7.x, Novell NetWare 5.1,SCCM, Process MonitoringMicrosoft Office 2007/2010 including Outlook, Lync, Word, Excel, PowerPoint, McAfee, Internet ExplorerNorton, Autosys Batch -Scheduling, Lotus Notes 8.5, HTML, Ghost 8.5, HP Openview, Track-it, VantiveBMC/Remedy, Altiris Backup and Netbackup Enterprise backup, JCL/JECL, CA7-11,BARR/RJE, OS/2, JES II, MVS and AS400 commands, SMS, Active Directory, Ghost/Clonzilla, SQL Basics (online course).

SKILL SET: Technical Understanding, Wiki Documentation Skills, Dealing with Complexity, Data Entry SkillsFunctional, Process Improvement, Listening, Reporting, Attention to Detail, DependabilityCustomer Focus, Stress Tolerance, Empathic, Patient, Soft Skills, Executive support experience (AT&T).

PROFESSIONAL EXPERIENCE

Confidential, Chicago, IL

Helpdesk Advocate

• Providing 1st level technical support for Chicago wide IT infrastructure supporting 3,000 police and fire department personal during a rotating 24x7 shift, monitoring alarms systems in all the 911-OEMC local facilities.
• Escalate issues as needed; maintain communications with clients and 2nd/3rd level technical support teams regarding any network outages and application issues. Extensively utilized BMC Remedy to record and track issues.
• Administered onsite level 2 “hands-on” desktop support to the 911 Call Center’s police and fire Call Takers and Dispatchers hardware and troubleshooting PCAD and Vesta workstation issues, Cell Tower Testing, tape backups
• Regularly delivered efficient technical support over the phone, maintaining presentable phone demeanor, courteousness, and creativity. Earned early reputation for resolving complex issues precisely and effectively
• Addressing City of Chicago personnel issues regarding how to use an application, resetting passwords, emergency RED alerts protocols and escalating problems to levels 3 and 3rd parties for additional support per instructions
• Responsibilities included supporting, installing, customizing and trouble-shooting of: Operating Systems, Communications Software, E-Mail System/Standards, PC Desktops, Laptops, iPhones and Printers, networking Interfaces/Protocols, Productivity Applications, Asset Management Tools and Customer specific Tools
• Completed all administrative task in a timely and accurately as they relate to all work performed
• Coordinated installs, moves, add, remove, changes (IMAC) activities, data back-ups and restores for clients and reviewed, updated and closed work order to ensure services level agreements are met
• Acted as the primary communication link between users and second level helpdesk support regarding open issues and to address customer inquiries
• Analyzed issues and performed technical fixes for Windows XP/Vista/W7 environments and SMS software updates
• Provided technical fields support and Call center Support for three (3) of the downtown Chicago AT&T locations
• Delivered technical support service which included the student and staff environment, A31 IBM laptops and standard workstations, LAN structure, desktop applications, software, re-imaging and upgrades to XP
• Gathered, diagnosed and resolved escalating issues for students and staff
• Made RJ45 and Crossover cables for network usage and racked Cisco Catalyst switches and Servers
• Acted as the primary communication link between users and second level helpdesk support regarding open issues and to address customer inquiries
• Analyzed issues and performed technical fixes for Netware 4.11 Environment including Windows 98/2000, NT workstations, Chubb Service applications, 3270 Emulation and basic LAN infrastructure
• Accounted for the inventory of all laptops, reading material issued to students and access entry cards setup
• Assisted in providing 24 hour phone support for 944 plus users in six states
• Logged and tracked calls using problem management database, maintained history records and related problems documented, monitored problems to determine proactive solutions
• Selected as the direct conduit and liaison between the client and MIS department during 3rd shift
• Answered, evaluated and prioritized internal telephone, voice mail, e-mail in Outlook, helpdesk incident reports and in-person request for assistance from user, password resets and mapped HP printers
• Worked with supervisors and managers to address and resolve user issues which determined if aircraft is grounded for service or allowed to operate
• Instructed MAXIMO user training classes for airline mechanics, inventory, shipping/receiving and purchasing groups at various sites for better ease and usage of the transportation application
• Tracked inventory using Maximo and determined usage, location, and airworthiness of physical parts, which helped reduced maintenance cost by 17%