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2005 Windstone Drive Plainfield, IL 60586 PHONE NUMBER AVAILABLE EMAIL AVAILABLEYears of proven and demonstrable experience in supporting desktop infrastructure.Proficient with managing system upgrades and data migration.Top-notch customer service and problem solving skills.Ability to work in high stressed environments while maintaining a professional demeanor.Technical SkillsOperating Systems: Windows XP, Windows 7, Windows 8LAN /WAN Technologies: TCP/IP Troubleshooting; Network InstallationHardware: Troubleshooting/Repair Installation; Printers; Wireless Connections; Mobile DevicesDesktop Technologies: Microsoft Office 2000/XP/2003/2007, Active Directory, SCCM,EducationCHICAGO STATE UNIVERSITY, Chicago, ILBS Computer ScienceCompTIA A+ Certification, 2012Professional ExperienceCTE Educator/TeacherIllinois Department of JUVENILE JUSTICE - Saint Charles, ILJune 2018 to PresentProvide individual, small-group, and whole-class instructionActively engage with students in educational activities, connecting students to the appropriate resources tools, and monitoring student progress.Creatively combine traditional learning methods with technological supports that foster student engagement and achievement.Introduce Microsoft office power point and excel to students(Signature Consultants) Tellabs / Coriant2016 May 2016  May 2018 Desktop EngineerDemonstrate excellent customer service by supporting software application for end users via phone and desk side support. Manage incoming user request utilizing help desk tracking software.Configured printers and installing devices at end-users locations connecting all peripheralsInstalled and configured company standard software for Dell / Lenovo/ HP Desktop & Laptops with company image, building user profile on each systemPost image configuration. Perform a variety of pre-deployment, deployment, and post deployment tasks of a technical nature including: asset verification, hardware upgrading Documents, processes and procedures to accomplish task objectives including backup/restore of users dataDocument each inventory of all cascaded products, shipping and deployment of equipment.Remote troubleshooting to field user supporting company hardwareAbility to effectively prioritize work and communicate with users on all levels( Crosspoint Technology Inc ) Molex Desktop EngineerDesktop Analyst February 2016- May 2016Responsible for data migration of systems from Windows 7 to Windows 8 and office 365. Reimage machines with bit locker and anti-virus software.Update knowledge base for users on recurring problems with distribution sheets.Demonstrate excellent customer service by supporting software application for end users via phone and desk side support. Manage incoming user request utilizing help desk tracking software.Setting up new user accounts and distributing hardware. Triage and manage ticketsSignature Consultants) TellabsDesktop Engineer l July 2015  December 2015Reimaged machines according to company standards with pixie boot environmentResponsible for data migration of systems to newly reimage systems and devices with bit locker and anti-virus and back-up software.Replaced bad computer components with updated hardware form manufacturer; laptops keyboards, hard drives, memory and docking stations.Escalation of logs when necessary sent outside venders for repairs.(APEX SYSTEMS) BMO Bank, October 2014 - March 2015Desktop AnalystProvided support for large scale Windows 7 migrations project transitioning client devices from Windows XP to Windows 7 and provided first and second level support to end users.Provided the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within guidelines. Utilized Dameware for remote users.Reimaged machines according to company standards with pixie boot environment.Imaging computers using SCCM(TEK Systems) Exelon/ ComEd, February 2014 - October 2014Computer Support TechnicianProvided support for data migration project converting devices from Windows XP to Windows 7 utilizing USMT. Upgraded mobile devices with new certificates and updated MAS 360.Provided desktop support for users with migrated data on new computers making sure accounts were accessible and applications worked for all devices.Used HEAT ticketing system to address users concerns/problems.Provided post-migration support to several hundred employees.Demonstrated great customer service by supporting software application for end users via phone and desk side support. Documented and train customers on common issues resolution.(AME Group) Franciscan Alliance, March 2013 - Nov 2013IT Analyst / Field TechnicianSupported 7 hospitals by providing computer and network support with corrupt VPNs, faulty cables, etc.Floated to various sites within the system to provide peripheral and software application support.Reset passwords with All-Scripts EMH /EPIC - backing up user profile and data.Utilized HEAT ticketing system to support business needs and operating units.Re-imaged machines with corrupt hard drives, physical damage and Trojan viruses.Diagnosed and repaired hardware and software issues on laptops computers.Provided memory upgrade installation and Windows OS support/applications.THORNTON TOWNSHIP HIGH School, Harvey, IL 2005- 2010Program DirectorGrant funded program (Illinois Steps Ahead Gear Up)Created a student tracking system database for program successManaged a functioning computer lab including maintenance of hardware and softwareSupervise after school tutorial academic enrichment program with conducting weekly seminarsRecruited, mentored, and supervised youth participating in after school programFacilitated weekly life skills workshops for participating studentsTracked overall progress of student throughout the year; maintain relationships with teachers and parentsFCEA, Inc., South Holland, IL, March 2001- June 2005Program CoordinatorGrant funded program (Abstinence Education Program)Set up equipment for employee/students use, performing or ensuring proper installation of cables, operating systems, or appropriate softwareMaintained and organized files of documents, correspondence, publicity, contractsEstablished partnerships with local school districts and community organizationsFacilitated workshops at various elementary and high school to promote abstinence educationCoordinated and facilitated all activities including transportation, facilities, and participationPEGASYSTEMS, Chicago, IL, July 1999 - January 2001Program AnalystProvided technical support and resolved production issues for customers using the Pega-RULES.Responsible for phases of projects to include design, testing and maintenance.Coordinated user support efforts and craft solutions to complex problems.Established and maintain positive customer relationships.Solved end user problems in a production support capacity.Elijah Bowman