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Click here or scroll down to respond to this candidateCompTIA A+ CertifiedUS CitizenCandidate's Name
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PHONE NUMBER AVAILABLE/ EMAIL AVAILABLESKILLS MATRIX:S. NoSkillExperience (Y)Last Used (MM/YY)1Desktop support15 years20242Hardware/Software Installation support10+ years20243Windows 7 10 - 1110+ years20244MS Office 3658+ years20245Install/support Mac10+ years2024Comments:Frank has more than 15+ years of experience introubleshooting/Break-Fix of desktops andLaptops.He has 15+ years of experience in Deskside.Support.He has great length of exposure on MAC andVarious other brands of computers.He has CompTIA A+, N+, and Security+ CertifiedQualifications/Certifications:CompTIA A+Network+Security+ CertifiedWilling to relocate: Local to the client's location.Availability: 1 WeeksTargeting Information Technology Positions:I offer a strong academic background in IT, combined with certifications and excellent business experience as a 15-year operations analyst.Consistently recognized for technical efficiency and troubleshooting skills used to track and rapidly resolve challenging technical issues, report progress and updates to clients, and meet all Service Level Agreements.Quickly learn and master new technology; equally successful in team and self-directed settings; proficient in various computer systems, languages, tools, and testing methodologies.Teach and update new methods and procedures for new software add-ons to enhance day-to-day operations and streamline work processes.Update process and system plans and job aids to help train new personnel and help roll out new procedures.Education:New Horizons Chicago, IL CompTIA, Network +, Security + 02/2013 08/2013Colorado Technical University - CTU Downers Grove, IL Creative thinking, Project Management 02/2011 -08/2012American InterContinental University - AIU Hoffman Estates, IL English 101, Business Ethics, College Algebra 02/2010 02/2011Technology Summary:Certifications:CompTIA A+Network+Security+ CertifiedSalesforceSystems:CA-7, Control-M, VERITA, IBM z/OS mainframe CICS/ISPF/Mainframe, UNIX, Linux, Windows 9X/NT/2000/XP/2K3/7, BRM, Tivoli, MVS/ES, Messenger Plus, CAS Netback Up, Track IT, Service Desk 6.0, Jobtrac, UC4, HP Open Desk, Remedy, Peregrine, CA Autosys, Footprint, PinnacleDatabases:SAP/Oracle, MS-Access, Info Pac, MobiusLanguages:JCL, Jes2&3, Perl, Bash, Cshell, DOS, TSO, AS/400, Solaris, Windows OS, SSHSoftware:MS Project, MS Visio, MS Office, Lotus Notes, MobileIronMilitary:U.S. Air Force (August 1980-March 1984) Honorably Discharged E-4Languages:Fluent in SpanishWork Experience:Oakton Community College Des Plaines, IL 2/2024 - PresentDesktop support, A/V Engineer, Helpdesk SupportProvided break fix for HP laptops and HP desktops renewed old for new devices as needed in-stalled third-party software Cherwell ticketing system, ArcPro, Acrobat Pro, and Microsoft Office 365.Helped set up Audio and Video equipment. Filled in with Helpdesk duties, which entailed handling calls and ticketing as needed and sending sister school the tickets to the helpdesk in the sister school going between the main school and sister school to help set audio and video and helpdesk duties troubleshoot hardware problems in classrooms.Discover Card -Chicago, IL 11/22-12/2023Community A/V Engineer/BT Desktop SupportSet up audio and video for community space conference rooms for non-profit events daily in the am till the afternoon checking the audio and video problems and fixing the issue before the new event running test for sound and microphone and video projection of the laptop to the giant screen in all the conference rooms.As a BT Desktop support provide desktop support for discover clients in a call center. Break-fix thin clients and HP laptops recycle old equipment for new. Help trouble shoot soft phone software on both laptops and desktopsSet up 1500 newly deployed laptops and desktops for the call center.Tyson Foods-Chicago, IL 12/21-11/22Life Cycle EngineerThe job entails the exchange of the old PC to the new PC with a group of more than six offices working remotely and locally. They have to get the latest PC ready to mirror the old PC to exchange with the client.Averaging four tickets a day and completing two keys, the monthly average is 50 tickets a month.Tools used include troubleshooting compatibility issues, installing Microsoft Office, and updating the bios and firmware of the new laptops and desktops to ensure they are ready for the network.Mount Sinai Hospital- Chicago, IL. 04/01/2020- 12/2021IT Desktop SupportFirst point of contact for users and vendors for hospital applications and break-fix for pc and laptop hardware. Advise users on how to get problems solved with laptops or issues with applications like Microsoft Office, Power shell edits to files, hospital applications, password resets, creating new system accounts, or remote access to hospital portal for remote into hospital systems.Averaging 40 daily tickets updating KPs for applications updates on how to fix application issues.The tools used included great customer service, knowledge of various applications, and experience with PCs, iPhones, iPads, and Android phones.JP Morgan- Chicago, IL 02/04/2019 02/12/2020Site EngineerHandled high-volume help desk tickets installing memory and hard drives to computers. Triage PCs and iPhone installing new applications and OS PowerShell edit of system files for restarts. Decommission old legacy PCs and network switches.Averaging 20 tickets a day. Updating KPs, changing methods, and streamlining processes to complete break-fixes.The tools used good customer service and knowledge of PCs, iPhones, iPads, and Android phones.Option Care Remote Chicago, IL 06/15/2018 11/21/2018Option Care Service Desk Infusion AgentHandled incoming high-volume help desk calls day-to-day troubleshooting clients, password resets and triage pc and iPad issues both software and hardware break /fix solutions.This entailed password resets, EPO McAfee drive recovery, account creation in different medical software and Windows accounts for new employees, emails, medical application accounts, New computers, and company-issued iPhones and iPads.Performed remote support for employees working from home and field nurses working with iPads to process patient documentation efficiently.I instructed new employees on how to prepare documentation for in-house iPad applications. On average, over 200 tickets are raised daily, of which a high percentage are escalated to different application and third-tier level groups.The tools used are Active Directory, Microsoft Office, Medical applications (CPR+, MRO, FCO, Care Point, Reference Point, SharePoint), Knowledge of PC and Laptop, iPhone and iPad configuring, Organizational skills, and Time management skills.Microsoft Northlake, IL 11/15/2017 2/10/2018TechnicianAssisted in maintaining and updating Microsoft Servers in 6 other Data Centers belonging to Microsoft Corporation as needed, updated firmware software, and stress-tested hardware on servers to quickly assess if parts failed to change out badly. Parts of this included motherboards, CPUs, SSD hard drives, DIM memory, server chassis, and power supplies.Proficient with Windows 7 operating system.Tools used include PowerShell, PERL, and in-house proprietary applications belonging to Microsoft Corporation, such as MS Power Shell edit to system files to locate key servers.Some network testing was also involved to check if the server was online to rejoin the network.Tools used Ipconfig, ping, and NIC card lights to see if the network was up.Intel Corporation Hillsboro, OR 6/01/2017 10/15/2017Validation EngineerI tested an Intel product in a server lab, which consisted of a test bench with diagnostic tools to test the temperature and power consumption of Intel CPUs and Intel Memory dims.The new team helped set up network and server racks and set up server test benches to recreate real-world issues and record stress tests on server hardware.Created various custom server systems to test new products to see if they could run without problems skills needed network +, programming scripts in Python computer language and MS Power shell scripting to update names to servers, time management to meet deadlines third, level development for new technologies.Fred Meyer Portland, OR 4/24/2017 5/4/2017Call Center TechnicianSupported Fred Meyers employees by troubleshooting and escalating computer problems with store computers and printers and store POS deploying NCR computerized equipment.Triage computer issues from phone support calls. Try to fix the issue over the phone or remotely into the computer to view customer error messages to see if the issue can be worked out. If the issue needs hands-on repair, a technician will be dispatched to fix the problem.An average of 20 tickets was achieved with less than two weeks of training.Intel Corporation Hillsboro, OR 2/20/2017 4/07/2017Validation EngineerTested Intel product in media lab consisted of test bench with diagnostic tools to test temperature and power consumption of Intel CPUs created custom computer to test new product to see if it can run without problems skills need A+, network +, programming scripts in python computer language and MS Power Shell scripting to restart key jobs running, and time management to meet deadlines.Third-level development for new technologies.BASF Portland, OR 1/09/2017 1/13/2017IT TechnicianPart of a 3-person team to help upgrade the BASF office to deploy new desktops and laser printers in the main office. Clients from a sister office in California flew into the Portland office to exchange old laptops for a new laptop assignment, which was to be done in a week for over 500 employees to be issued new computers.The project was completed in three days, saving the company money and completing the project on time. The skills needed were to install Windows 7 and 10 with BASFs sales software for the sales team.Project management, network skills install software via the server over the network to deploy laptops.People skills to work with a team of 2 other individuals to effectively work out logistics and plan accordantly to complete the project on time.US Bank Gresham, OR 1/3/2017 - 1/6/2017Help Desk Call Center Tech.I was the first point of contact and was able to help facilitate where the clients needs were the need.Help with password resets and application installs and updates.Answered a technical question for company application installs.Help triage hardware problems to escalate tickets to dispatch an on-site tech to help with break-fix problems or have the client come into the tech center to help with a broken laptop.Intel Corporation Hillsboro, OR 08/14/2016 10/17/2016Lab Efficiency HelperAssisted lab groups with moves from one lab to another by taking apart computer systems and moving systems to the new lab and help setting up the system in a new area this consisted of servers and test computers removing extra equipment to be recycled equipment through the lab depot assisted supervisor on determining good and scrap equipment.Deposal of hard drives and motherboards properly without compromising and corporate business confidential patents.Cleaned up new lab area and made ready for new equipment for the new lab.This was done in a short time moves were scheduled, and other labs moves depended on the availability of new space.Intel Corporation Hillsboro, OR 02/11/2015 to 07/15/2016PC Service TechPerformed IT triage to determine the best way to repair break-fix issues to the best use of the members of a team of six other techs. Help fill in whereas needed personnel to troubleshoot and do break-fix for laptops (Lenovo, Hand Dell), Desktops (HP and Dell) handle high volume of tickets (25 on average) remotes into off-site multi-user desktop to update applications (MS Office, in-house software for Intel) and drivers (wireless, graphical) took high volume calls to update tickets in Service One.Managed MobileIron accounts, verifying clients' profiles and assigned assets and cell phones, and administrated updates on MobileIron devices to prevent lockouts.Help with migrating to new enterprising compartmentalizing software (Kony)Price Water-House and Cooper, Portland, OR 08/2013 to 10/2014US IT Desk-Side TechPerform IT repair and issue computers to office personnel, which consisted of over 300 people in the office and off-site individuals.Network security resets passwords and reimaged hard drives when clients leave the firm.Maintenance of the UPS backup system network when loss of electrical powerVideo and audio conference room setup when the customer requested a conference room.Maintenance of network phone and VOIP phones system Worked with MobileIron app installing on both personal phone and business assigned phone for client managing locked and unlocking phone using the MobileIron portal and instructing client on how to use MobileIron portal. Applied software update to keep phone updated to prevent lockouts.Conducted new hire presentation for use and care of laptops and printers issued to staff.Maintenance of database for issued laptops and disposal of outdated equipment.Prepared hardened laptop for third-party review so the third party could view information without compromising company information.Salesforce, Portland, OR 06/2013 to 08/2013201 Administrator/Desktop SupportHandled a high volume of calls for support for an application used with Salesforce to offer diverse ways to work with it and its many uses for different corporations and businesses. Managed MobileIron accounts, verifying clients' profiles and assigned assets and cell phones, and administrated updates on MobileIron devices to prevent lockouts.I became a certified admin for Salesforce.com, so I was qualified to administer and offer any information about working with Salesforce.com.Created case-by-case supports into a ticketing system built for Salesforce. Configured Outlook for Salesforce for clients, reset passwords, and escalated tickets to tier second and third levels help as needed.Northwestern University-Evanston, IL 02/2013 to 04/2013Network Engineer (Consultant)Performing a wide variety of evaluating, maintaining multi-site network operations and software applications (service desk footprint, Remedy, Pinnacle) operating systems and regular maintenance with both private and public facilities:Contacted customers to get more data on what was wrong with Ethernet or telephone systems.Some helpdesk trouble tickets are available during off-hours and weekends.Carronade with university police in information for power outages and broadcast updated reports campus-wide using the internet.Monitored telephony and network switches using Windows and Linux network systems to pinpoint the problem by investigating and assessing problematic severity and prioritizing trouble tickets for field tech. Communicated updates on trouble tickets to key personnel on where field tech was on outage on switches and Ethernet connectively.Checked network servers new and legacy systems. This entailed checking and updating software tasks to ensure the computer network performance meets North Western's and user satisfaction.Monitored fire alarm systems, UPS backup batteries, backup generator, and remote security cameras at Northwestern Chicago campus and created the time log on systems readiness.Nightly inspection of air-cooling systems was performed, and local university television broadcasts were checked.Monitor backup and school research servers ran nightly batch processing and backups for Human Resources and student records.Walgreens -Bannockburn, IL 06/2012 to 01/2013Desktop Support (Consultant)Troubleshooting and supporting Walgreen's registrars, scan devices, and printers.Remotely access the computer register POS using SSH to create a secure connection to rebuild the hard drive or update software. Provide loyalty rewards support in the limitation on the balance rewards point system deploying NCR equipment.Escalation (if appropriate) to third-tier personnel, resolution, and closure of trouble tickets.Methods included Windows 7 and Windows XP desktops and Linux and IBM window servers.14 years working with enterprise systems with IBM and HP servers Mainframe using legacy software such as UC4 scheduler and CA-7 Control-MCompanies like Peoples Gas (9 years), LaSalle Bank (2 years), and Kraft Foods (4 years) have Mainframe Systems (14 years) experience. |
