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Click here or scroll down to respond to this candidateCandidate's Name
Street Address E. 104th StreetChicago, Illinois Street Address
PHONE NUMBER AVAILABLEhttp://LINKEDIN LINK AVAILABLEEMAIL AVAILABLEOVERVIEW28+ years experience acquired throughout technology, legal, automotive, construction, healthcare, non-profit and/or manufacturing industries. Focus has centered not only around analyzing and resolving clients customer service communication and training needs but also on clients technical needs including:Executive white glove support for executives. Addressing all hardware /Software issuesKnowledge of specialist AV hardware and softwareA clear understanding of the importance of delivering customer satisfaction, and a demonstrated attitude which puts that first.Familiar with operating systems desktop and server. Some of: Windows 11, Apple MacintoshSkilled in the use of desktop operating systems, preferably Windows 11 and Apple Macintosh.Workstation set-up / Maintenance of IBM, Dell and other computer systemsFamiliar desktop applications and skilled in their basic use. E.g. Microsoft Office, Mozilla Firefox, Google Chrome, Edge, VLE toolsFamiliar with basic operating infrastructure and the inter relations between system components (AV, network and desktop) as a background to effective problem diagnosis.Familiar with the concepts of IT Security with an emphasis on user registration and access controlSoftware Upgrades /TroubleshootingHardware Installs / Upgrades / RepairsCustomized Computer BuildingEquipment purchasing & disposalWORK EXPERIENCESENIOR TECHNICAL SUPPORT ANALYST American College of Surgeons7/16- PresentAV customer support, operations, maintenance for all Executive Conference Rooms, Offices, and Executive Events for Crestron,ClickShare and Owl conference room equipment.Executive white glove support with confidentiality, integrity, and professionalism.Communicate effectively with customers, partners, third party service providers, and upper management conveying technical information to non-technical personnel.Support a total of 500 users.Manage daily events for Executive boardroom meetings (Teams meeting, etc.)Conference room equipment management (Crestron, Click Share, Owl, etc.)Support the latest IT/AV initiatives including video-conference. Flawless delivery of audio-visual events, including live streaming and multi-point video-conference.Diagnose and repair client AV devices and peripherals.Manage and respond to escalated issues via ticket systems (Zendesk, Footprint).Knowledge of audio mixing consoles, wireless microphones.Act as a critical escalation point for tier 1 and 2 team members.VPN Support (Barracuda).VMware Virtualization.Software Deployment, Quality Assurance testing, Installation, and Administration (Office 365, Adobe Acrobat, SAS. TOAD, SPSS, etc.).Operating System Deployment and Maintenance (Windows 11).Hardware Deployment and Builds (Surface Pro 7 / MacBook Pro / Hp/Lenovo systems).Active Directory Management.Printer Support (Network and Local).Remote Support (LogMeIn, Quick Assist, and TeamViewer)Work across departments to execute on projects and provide and edit documentation for knowledge base.SENIOR TECHNICAL SUPPORT ANALYST-Helpdesk manager- Muscular Dystrophy Association, Chicago IL07/15 - 09/15Interface with management/IT staff, gather information, provide guidance and coordinate site activities. Led remote troubleshooting, information gathering, and systems repairPrimary support for all executives and staff in corporate officeProduced new policies and procedures for the entire IT department per CIO requestLiaison between end-users and vendors to ensure the management of the technical environment.Worked with project management to troubleshoot issues with office 2013 deploymentSetup and deployed new laptops to executives and staff in corporate officeWorked with system admin to setup back-up shared drive for executivesUtilize Active Directory with Windows Server 2008 to unlock user accounts, grant permission accessesMigrated of Office 2013 software that utilize Lync for internal messagingManaged technical support technician and helpdesk staffMonitored and assigned tickets from helpdesk/techs queueUtilized PDQ software for remote software deployment.Utilized Logme software for remote access nationwideManaged Logme license for offices nationwideManaged inventory in the corporate officeSENIOR TECHNICAL SUPPORT ANALYST-American Cancer Society, Chicago, IL02/11 6/15Utilize iSupport ticket system to apply diagnostic and troubleshooting techniques to successfully resolve technical and customer support issues for over 300 end usersPrimary analyst for American Cancer Society executive officers in the IL DivisionLead analyst servicing Illinois region encompassing 18 officesUtilize Bomgar remote desktop softwareUtilize Active Directory with Windows Server 2008 to unlock user accounts, grant permission accesses, and move systems to correct OUTraining end users to properly use equipment /softwareResearch and deploy Windows 7 roll outSetup and maintain workstations and printersInstall Office 2010/Lotus Notes softwareOffice migration from Lotus Notes 8.5 to Office 365Install/replace cad5 cablesInstall/upgrade/repair computer hardwareInstall/upgrade softwareOverseeing IT hardware inventory and deployment in corporate officeEquipment purchases for end usersSetup Blackberry PDAs and installed necessary software for requested usersSetup Ipad/Iphone and smart phone with mail access.Setup and install VPN software for remote users access.Image/reload OS of desktops/laptops with windows 7 and XP systemPerform moves, change & disposal of requested system/hardware/servicesMaintain both analog and IP telephone systemsNETWORKING & TECHNICAL SUPPORT ANALYST-Resolution Services, Inc. Chicago, IL03/10 02/11Analyzed and serviced computer setup and maintenance for various commercial clients such as American Cancer Society & 20th Century Fox. Specialized in servicing national non-profit and film studios.Utilized Active Directory to unlock user accounts, grant permission accessesData backups/data recoveryApplied diagnostic and troubleshooting techniques to successfully resolve technical and customer support issuesSetup and maintained network and commercial printing systemsSetup workstations (IBM/Lenovos, Macintosh, Sony, Gateway, Dell, Hewlett-Packard)Setup and installed wireless access points for commercial officesSetup Ipad/Iphone and smart phone with mail accessSetup Blackberry PDAs and installed necessary software for requested usersInstalled/replace cad5 cablesComputer hardware installs / upgrades / repairsSoftware installs / upgradesDesktop/laptop purchases for end usersDeployment of new desktops/laptops with windows 7Setup and installed VPN software for remote users accessImaging/Reloading OS of desktops/laptops with windows 7 and XP systemPerformed moves, change & disposal of requested system/hardware/servicesCustom building of computer system for residential usersWorkgroup set upDESKTOP SUPPORT ANALYST - Ryerson, Inc.; Chicago, IL03/05 03/10Utilize Blue Notes ticket system to analyzed and serviced computer setup and maintenance for 6,000 end users (on as-needed basis) for multi-billion dollar metal distributor/processor.Primary analyst for Ryersons executive officersUtilized Active Directory to unlock user accounts and perform password managementUtilized Dame Ware remote desktop software and led training of team on Microsoft Share view remote desktop software to maximize productivity of technical support teamsDeployed thin clients to maximize efficiency and work-productivity of user groupsPerformed national workstation set-upDeployed Windows XP roll out and maintained Microsoft WindowsInstalled Microsoft Office based programsSetup and maintained printing systemsSetup Blackberry PDAs and installed necessary software for requested usersInstalled inventory & screen capturing applications (AS400, Snagit, etc.) and other softwarePilot team member performing SWIMAGE reimaging on desktops and laptopsSetup and installed VPN software for remote users accessInput log book updates, communicated daily status, & provided inventory reports to team members & managementApplied diagnostic and troubleshooting skills to successfully resolve technical and customer support issuesPurchased new hardware/desktops/laptops per management approvalPerformed moves, change & disposal of requested system/hardware/servicesSENIOR COMPUTER ANALYST - Baker & McKenzie International Executive Offices; Chicago, IL01/00 - 03/05Responsible for setup and maintenance of 750 end users and over 250 lawyers for multi-billion dollar law firm.Group leader of 5 team members for the installation and repairs of IBM/Dell and OEM equipment & workstationsSetup and maintained Microsoft Windows 2000 and Outlook 2000Installed legal applications (Lexis-Nexis, Carpe Diem, Westlaw) and other softwareSetup and maintained printing systemsInputted log book updates and provide daily status reports to management and team membersApplied diagnostic and troubleshooting techniques to successfully resolve technical and customer support issuesSetup local and international video conferences utilizing Polycom ViewStation FX/VX 4000Setup Blackberry PDAs and installed necessary software for requested usersPerformed moves, change & disposal of requested system/hardware/servicesSERVICE TECHNICIAN - Technology Service Solution/IBM; Calumet City, IL 03/97-01/00Responsible for service on diverse array of corporate and individual client computer equipment for local company subcontracted by IBM, a multi-billion dollar computer company.Setup workstations (IBM/Lenovos, Macintosh, Sony, Gateway, Dell, Hewlett-Packard, etc.)Setup and maintained printing systemsInstalled software in workstationsRepair hardware on workstationsApplied diagnostic and troubleshooting techniquesRepaired failures and IBM and OEM equipmentASSEMBLY LINE TECHNICIAN - Manufacturing Technical Temps; Westchester, IL 10/94-07/96Performed assembly line electronic service on manufacturing and automotive/diesel equipment.Responsible for mechanical and electrical assemblyResponsible for wiring and testing battery boxes on heavy equipmentEDUCATIONBS, Electronic Engineering TechnologyITT Technical Institute, Matteson, IL; 1998CERTIFICATIONS AND MEMBERSHIPSChicago Public Schools (CPS) Developing a Curriculum (DACUM) Committee Member, 2010Assisted in development of curriculum for citywide IT programs for public high school studentsA+ CertifiedIBM & Dell Computer CertifiedHP Certified Technical TrainingMS-700 Management Microsoft TeamITIL 4 Foundation Certification in IT Service Management |
