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Click here or scroll down to respond to this candidateCandidate's Name
Street Address S. Coles Ave PHONE NUMBER AVAILABLE EMAIL AVAILABLEhttps://LINKEDIN LINK AVAILABLESUMMARY OF QUALIFICATIONSTwenty+ years in desktop / helpdesk support, three years project coordinator and thirty+ years in customer service has allowed my organizational skills to become refined. Detail-minded Professional who utilizes Time Management Abilities to achieve goals, complete tasks in a businesslike and timely manner, able to master and apply new technologies. Ability to prioritize multiple tasks, work independently, as well as, a team member, able to employ discretion and confidentiality in sensitive areas. Retain Excellent Interpersonal Skills -- works well and communicates effectively with all levels of management and staff, including the general public.COMPUTER SKILLSProficient in Windows 7 and 10 Remedy Ticketing SystemBomgar Remote Support Druva BackupActive Directory Office365 AdminAdobe Acrobat Admin Two-Factor-AuthenticationVoIP Support Entrust & Pulse SecureData Migration Wireless Technologies/SupportSymantec End Point Protection Sophos Endpoint ProtectionSystem Deployment Printer Support local/networkDisaster Recovery Mobile Technology/ApplicationsSoftware Installation Service Now Ticketing SystemSCCM 2012 Meeting SLAs Service AgreementEXPERIENCEAmerican College of Surgeons September 2021 May 2022Role Senior IT Analyst / Team LeadSupervise four Techs as Team LeadSupervise ticket assignments via footprintsProvide Level III desktop support and address issues my techs needed assistance with.Coordinate different projects among different managers / directors within the organization.Weekly Monday morning meetings to discuss our game plan for the week and priorities.Maintaining my team with the necessary devices (desktops/laptops) needed to perform theirobligations, being new hire imaging and/or replacing existing laptops/desktops.Interview existing users to determine what apps, printers, shared drive they may need access to whenupgrading or replacing their computer device.Image computers with the latest Win10 build Version then setting up and configure devices for newhires.Coordinate date and time with user on when migration will take place, coordinating with managementto ensure that inventory is onsite for each user being deployedMigration/Refreshes are down via RDP / Thumb Drive LocallyInstalling proprietary software apps not part of the core image on new and re-imaged computers.In certain situations, providing users with loaner laptops so not to disrupt their workflow and/orinterfere with previous deadlines they may already have scheduled.Assist in maintaining Inventory, also certain situations, providing users with loaner laptops so not todisrupt their workflow and/or interfere with previous deadlines they may already have scheduledCreation of Adobe Subscriptions Accounts and Office 365 Subscription Accounts.Responding to FootPrints Ticket in my queue in a timely mannerResearching solutions for issues with devices, software, along with test software compatibility.In certain situations, providing users with loaner laptops so not to disrupt their workflow and/orinterfere with previous deadlines they may already have scheduled.American College of Surgeons via TEKsystems February 2020 August 2021Role Lead Migration Deployment Tech / Desktop Support AnalystInterview existing users to determine what apps, printers, shared drive they may need access to whenupgrading or replacing their computer device.Image computers with the latest Win10 Build Version then setting up the configuring devices for newhires.Coordinate date and time with user on when migration will take place, coordinating with management to ensure that inventory is onsite for each user being deployed.Testing apps for full functionality and ensuring user can log into their os and apps, email-office365, all web-based application and vpn.Installing proprietary software apps not part of the core image on new and reimaged computers.In certain situations, providing users with loaner laptops so not to disrupt their workflow and/or interfere with previous deadlines they may already have scheduled.Shipping devices to user working from home via FedEx.Cration of Adobe Subscriptions Accounts and Office365 Subscription Accounts.Responding to FootPrints Tickets in my queue in a timely manner.Researching solutions for issues with devices, software, along with testing software compatibility.Levy Restaurants via TEKsystems October 2019 February 2020Role Lead Migration/Deployment TechPre-Deployment intake form: interview user to determine what apps, printers, shared drives, location, old/new computer name, serial number, asset tag number,Coordinate date and time with user on when migration will take place, coordinating with phone team in situation where the user may be moving to a new cube/ location within the companyEnsure that inventory is onsite for each user being deployed. Contacting the Asset Management Team to get devices to the location asap if not already onsite, along with updating Asset Management Database (ShareWell)Migration/Refreshes were done locally, as well as other states via RDP/SCCMKicking migration off via SCCM via software center located on each users computerOnce refresh is complete, testing all apps for full functionality and ensuring users can log into their OS and apps, email-office 2016/office 365, proprietary software; all web-based application, and VPN.Proving exclusive two-day support for any device upgraded to Win10 and educating users on how to maneuver within Win10,Replacing old asset tag with new one and documenting it on intake form or FedEx asset tags to site coordinators.Installing apps not part of the core image on new and reimaged computers since user dont have admin rights.Manually performing refresh/migration when unable to upgrade via software center (SCCM); manually backing up users profile to either the network or external hard drive. Booting from thumb drive and imaging pc, then restoring user profile back to refreshed device,In certain situations, providing users with loaner laptops so not to disrupt their workflow and/or interfere with previous deadlines they may already have scheduled.Decommissioning of legacy computer, documenting asset tag information via asset management database (ShareWell)When not doing migrations, I would assist in resolving support tickets that were in the ticketing queue (ShareWell) and performing deskside support.BMO & Footlocker via Peak Systems August 2019 September 2019Role Printer / POS System InstallationsInstall network printersPrinter configuration and providing users with information on how to fax, scan to email, copy and print double-sided documents, etc.Replace current POS Devices with Windows 10 POS devicesTrouble issue relating to OS and Proprietary SoftwareSetup and configuration for remote access for internal IT supportBayer/Monsanto via Getronics June 2019 July 2019Role Migration LeadSetup up Sever, Switch and KVM BoxSCCM Server used to push image to devise and backup users data.Assign techs to their positions greeting, intake, migration, etc.Inventory of all new computer equipment, authorizing use of equipment not slated for migration,Documentation of assets new, used, decommissioned in the Asset Management Database.Supervise (5-15) Migration Techs depending on number of devices to be refreshed/replacedAverage number of users per site (125)Reimaging of users old laptop once backup has been completed and then restoring data and installing addition apps as needed that were part of the core image.Setup and configuration of new desktops / laptops.Provide next day support for all user migratedTrouble shooting software / hardware issues unable to be resolved by migration techsEscalation of technical issues that may arise throughout the daySupport of all devices, laptops/desktops and iPads.Participate in Project bridge calls on Mon, Wed, and Fri., discussing resolutions/work arounds for current and previous issuesProvide status updated spreadsheets twice a day, reflecting the progress and production for the day.Document incidents, problems and solutions in Lead Migration/Deployment Database for all Leads to utilize.US Bank via Netview Technical & Professional Services December 2018 June 2019Role Lead Deployment TechnicianArrive on-site, on time (various cities, MN, MI, OK, NY, IA, IL)Inventory of all new computer equipment, decommissioned equipment and updating Asset Management DatabaseSupervise (5) Migration TechsAverage number to users per site (15-20)Trouble shooting software / hardware issues unable to be resolved by techsSupport of all wireless devices, laptops, desktops, android / I-phones and printers.Checking in with US Bank command center to verify all equipment received and that all techs are presentDecommission of old workstations and wiping devices with wiping drives with a software called WipeDrive ver. 8Setup and configure new desktops / laptops (office 2013, IBM Notes (Sametime)Configure multiple printers for each user (personal / network)Configure proprietary software (CEI) Cash Box SoftwareProvide one day support for users (15 - 20 user per site) once migration project was completedSubmitting pictures of cable management of Teller / Bankers workstations.WPP Advertising via Peak Systems June 2018 December 2018 Lead Support Tech / Lead Build Tech / Project CoordinatorSupervised (5) Support TechsAverage number of users per site (75)Assign tech to their morning positionsProvide two-day support for migration done the previous nightTrouble issues relating to OS and Proprietary SoftwareEnsuring that setup and configuration for remote access was testedLead Build TechSupervised (15) build techs and Build LeadAssign tech to their positions; intake, backup, restore / imagingInventory of received equipmentResetting users passwords via - ADSetup builds for MacsProject CoordinatorCoordinate migrations for (3-5) different states per nightResponsible for ensuring all Leads and techs were onsite and ready to start deploymentBuild Leads providing inventory statsProvided Build Support Leads with support via bridge calls with solutions and temporary work arounds.Authorization when new equipment was utilized that had not been slated for migration and justifying why used.Providing support to the Support Lead Techs having issues (equipment, work arounds for application, etc.)Administrator Password SolutionsOnce all sites were completed, I summarized all the nightly events into a spreadsheet and submitted my report to the project managers and deployment managers.Answered all questions from project/deployment panel regarding the events of the night in detail.Philadelphia Insurance Companies via Fujitsu North America January 2018 April 2018Deskside Support Level IIArrive on-site, on time (three sites)Resolve problem tickets assign to me via (Service Now)Responsible for Asset Management for all three sites, Documenting decommissioned/legacy equipment in (Service Now).Documenting all adds, moves and changes via (Service Now)Setup and configuration for remote access via Pulse and Entrust VPNOne week out the month I was responsible for assigning ticket to techs, this was a mandatory rotation for all tech.Resolve deskside support ticket for three different sites assigned to my queueResponsible for Audio Video equipment for conference roomsSupport iPhone 5 8, iPad and Surface ProRemote in to user pc via (LogMeIn, Cisco Jabber, Microsoft Remote Desktop Connection)Install / Uninstall software via, AD and SCCM, Program Uninstall)Utilize AirWatch for managing iPhone and software installed.Reset users passwords, unlock users account via AD and LAPS. (Active Directory and LocalAdministrator Password Solutions)Configure and convert hard tokens to soft tokens (laptop or cell phone installation)Map Printers, setup network printers/scanners (Ricoh HP Officejets)Upgrade old desktops/laptop (memory / hard drive) Lenovos desktop / laptops, HP desktop / laptopsUS Bank via NetView Technical & Professional Services September 2017 November 2017Role Lead Deployment TechnicianArrive on-site, on time (various cities, MN)Inventory of all new computer equipment, decommissioned equipment and updating Asset Management DatabaseSupervised (8) Migration TechsTrouble shooting software / hardware issues unable to be resolved by techsSupport of all wireless devices, laptops, desktops, android phones and printers.Checking in with US Bank command center to verify all equipment received and that all techs are presentDecommission of old workstationsSetup and configure new desktops / laptops (office 2013, IBM Notes (Sametime)Configure multiple printers for each user (personal / network)Configure proprietary software (CEI) Cash Box SoftwareOne day support for users (anywhere from between 10 - 20 user per site) once upgrade project was completedSubmitting pictures of cable management of Teller / Bankers workstations.CVS Pharmacy via NetView Technical & Professional Services June 2017 August 2017Role Win-10 Deployment Specialist / Promoted to Lead SpecialistArrive on-site, on time (various states)Perform inventory check and compare inventory to Asset Management Database (Remedy Ticketing System)Document inventory; Adds, Moves, Changes, Decommissioning (Remedy Ticketing System)Upgrade old desktops/laptop (memory / hard drive)Setup and configure new desktops/laptopTrouble shooting software / hardware issuesProvide daily progress reports twice a dayConfigure multiple printers for each user (personal / network)Install proprietary software along with Office 2013 and Adobe AcrobatProvided two-day support for users (anywhere from 150 to 257 user per site) once upgrade project was completedSubmitting expense reports and time sheets weeklyHome Depot via Omni Direct IT Oct 2014 to December 2016Role Lead Deployment TechnicianSupervising a team for six deployment techniciansResponsible for taking part and managing upgrades of all Dell All-In-One POS Systems (SlotScanner, Scan Gun, Printer, AIO PC, Register and Hubs)DELL RX730 Server installation and buildSetup and configuration of CCTV (Close Circuit TV)Inventory of all equipment upon arrival at storeTrouble shooting connectivity issuesDocumentation and implementation of all devices and peripheralsReturns of all decommissioned equipment and devices to Home Depot Corp. IT.Final test ensuring all installed devices have full functionality, signed off by Home Depot (MOD)Travel to continental US and Canada on an as needed basis.Pfizer Pharmaceutical via Integrated Strategies & Support Jan 2012 to July 2013Role Project CoordinatorResponsible for overseeing six Migration Techs ensuring they are supporting project staff.Responsible for opening and closing out of the actual event.Initiate Roll Call that all hands are on deck, and we can move forward for migrationVendor management-ensuring (SLAs) service level agreements are current with each vendorCoordination / Supervision of all aspects of Migrations being (data and/or equipment (Servers, SAN, etc.) local and international Migration) Singapore, Ireland, India, US, etc.Inform upper management if any problems that could possibly affect the success of the project that were not considered during the original brainstorming process.Ensuring that all projects stay within the time frame allotted portion of the project.Escalation of concerns to upper Pfizer management regarding GCs (general contractor)Guarantee that all materials/support are in place, ordered, and available.Engage with Contractors/Event Leads daily to ensure that project progression is taking place with no issues, and if so, addressing those issues/concerns in a timely manner.Attend weekly meeting to ensure project is running smoothly and cost effectivelyModerator via WebEx of several weekly/biweekly meetings with all parties involved on the migration team; Migration coordinator, Site Administrator, Data Protection Team, Storage Team, Network Team, Building Engineer, Site Services Tea, and Application owners, etc.Coordinating outside support project scheduling.Ensure that all commitments to schedules are kept regarding outside/offsite support from our various vendors.Confirming that all required materials, services and support are in place to ensure the project remains on schedule with minimal obstacles and/or glitches.IT Regulators May 2008 December 2011Role Technical Support Level IIISupported Windows XP & 7Configure, support, and maintain desktop / laptops, network / local printers, and peripheraldevicesSupported Wireless/Ethernet networksProviding support to Help Desk calls that were unresolvedBuild images to deploy / laptops and desktopsResolve tickets via Clarify, Remedy or Track It ticketing softwareResponsible for adds/moves/changes depending on the clientMaintaining Asset Management Database on a daily basis.Setting up new user accounts in Active DirectoryDiagnose, Identify hardware / software problems (desktops/laptops/printers)Complete assigned work orders and resolve within SLA established time frame.Provide training and support for Level I & II TechsAssists with network, sever, and telecommunication supportConfiguration of Symantec End Point Protection Enterprise EditionSetup/Configure new laptops/desktops / software /printersUpgrade users computers (memory, hard drive)Support and installation of office 2007/10, office 2008/2011 MacsHardware troubleshooting for all windows base laptops / desktops and Mac laptops / desktops (memory, hard drive, applications, etc.)VTech Electronics September 2007 May 2008Role Desktop Support EngineerResolve tickets via IT Tracking Database (Remedy)Support of Desktops/Laptops, (two) Mac pcs, Network/Local Printers, Blackberry (Pearl, etc.)Daily responsibilities: run pyrobatch every morning and Oracle reports every afternoon.Setup and support of Office 2003/2007Responsible for setting up new user accounts via Active DirectoryGhost imaging of laptops and desktopsInstallation and configuration of virus softwareXP builds for laptops and desktopsSubmission of project plans relating to roll outs, upgrade, and desktop/laptop.Setup, configure and trouble shoot Lotus Notes Email 6.5.4 and 7.0Added computers to the Domain per naming convention via Active DirectoryAsset Management; inventory of all assets, printers, pc, laptop, monitors, routers.Ordering of IT equipment; desktop, laptops, printers, toner, burners, cameras, etc.Greater Chicago Area April 1995 June 2007Helpdesk / Desktop Support Level IIIRole - All levels and aspects of PC support to Network support, printer, router, switch configuration. Server support from server 2003 to BES Server.Other Clients: Harris Bank, ABN-AMRO, Navigant, Rush Hospital, AON Corporation, GE Capital, American Airlines, T-Mobile, Chicago Mercantile Exchange, Chicago Board of Trade, US Cellular, Hyatt Corporation, Mazda Corporation, CNA Insurance, Hewitt & Associates, Washington Mutual, University of Chicago Hospital, R.R. Donnelley, Stride Tools, Amoco Oil, Waste Management, Discover Card, Merchandise Mart and First Chicago Bank, Options Exchange, Office DepotEDUCATIONAssociate Degree Information Technology Phoenix University 07/2014CCNA 1 & 2 (Cisco Certification Class), Truman College, 2005 2005Networking / Telecommunications & Management, DeVry University, 2002 2004Certified NetWare Administrator (3.12, 4.1) and Windows NT 4, Microhard Technologies Inc., 1995References upon Request |
