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Click here or scroll down to respond to this candidateCandidate's Name
Gurnee, IL Street Address
EMAIL AVAILABLEProfessional Consultant over 10 years accomplished IT Help Desk B2B Customer Support. Multi-task oriented maintaining flexibility in a fast-pace environment, effective interpersonal communication skills with high work ethics/integrity. Strong collaboration and organization skills exceeding customers expectation with follow through competence beyond organizational expectations.EDUCATION: College of Lake County Grayslake, ILAssociate of Applied Science, Information Technology (in progress)Courses: CNA - Medical Nurse CourseCreating Web Pages HTML - CSS PHP Programming - MySQL - Introduction to Programming Concepts.Top Line Transportation - Waukegan, IL 04/2022 PresentSchool Bus-Van Driver Transporting Students from their homes to various Public/Private Schools, also to various Sports event locations.CrossCom, Inc., Buffalo Grove, ILIT Dispatcher Customer Service (Remote) 11/2021-11/2022Oversaw the resolution of time-sensitive service ticket tasks, created to ensure the prompt arrival of a technician to the customers site at the appointed trip time, with all the required documentation, throughout the US and Abroad.Improved overall efficiency and productivity by escalating complex issues affecting the technicians ability to be onsite atthe agreed time to the appropriate team for immediate resolution.Initiated time-sensitive confirmation calls between 30 to 50 work orders daily and handled the maintenance of records of work performed, including dispatch logs, service orders, work orders, and other documents related to the work done by the technician.Liaised with customers to schedule appointments, answer questions, and provide information about services offered by the company. Passionate about helping and guiding customers.Maintained effective communication with Customers Macys, Walmart, Kohls, Dollar General Etc., and tech-engineers to confirm that work was completed promptly and service was provided efficiently.Scientific Games Corporation CRS Group, Itasca, ILIT Support Help Desk / Computer Operator 8/2016 7/2019Regulated Industry State of Illinois, IT Support for all Gaming Establishments. Working with IGB Agents and various Vendor Terminal Operators throughout Illinois WMS, Bally, IGT, SPI etc.Working with Mayan Project Ticket system, building site devices, assisting with New Establishment go live, Software upgrades, add-remove VGT gaming and Redemption Terminal devices.Monitoring SGI Aegis Video CCS (central communication system). Troubleshooting-recycle network connectivity issues with IP Cellular Digi Modem, Extrema DX Wincor Site Controller, Netgear 8 port switch, and MCD. Resetting VGTs, NRT devices, TC Mini-wipe, unlocking Vouchers. Running Event Monitor Reporting verifying devise issue. Confirming IP Address Bitvise Tunnelier, Toolshed, NMSS, and IE. Documenting daily work activity via MS Excel Spreadsheet. Escalating site down issues information via email to SGI Management for SGI FST site visit.Continue..Candidate's Name
Page TwoDovenmuehle Mortgage, Inc. Lake Zurich, ILIT Support Specialist / Help Desk Analyst Level II - 6/2012 8/2015Primarily assisting external DMI clients with secure transport of files/documents via FTPS, S2S, SFTP and SSH Key protocols. Creating SSL Certificates for client account access, assisting with IT configuration including 3rd Party FTP Client Software, CoreFTP, Ipswitch, WinSCP, FileZilla etc.MS-Lync Conference calls, VPN as need arise, verifying public static IP Address for add via Dell SonicWall GMS 7.2 - DMI firewalls. Communicating daily with DMI Account Relations Managers on client matters while building DMI internal department positive rapport.Managing prioritizing and resolving 99% request/issues with minimal escalation. Verifying successful transfer via FTP folders, and Application Xtender. Disabling service release accounts via CRM documentation. Assisted with migration Tumbleweed MoveIT DMZ.Trained new Helpdesk Staff, providing 25-page documentation procedures for DMI Secure Transport-FTP Helpdesk Manual. Created 168 Helpdesk snippets with step resolution on many request/issues, which improved DMI Systems Department efficiency DMI FTP/SSS Helpdesks.USAA Federal Savings, Xerox, Mutual of Omaha, BNY Mellon Wealth, Discover, Great Lakes, Israel Discount of New York, Coca-Cola Company, Deutsche, and, Honolulu HomeLoans Holdings.MS Office 2010, WinXP, Win7, MS Outlook, MS-Lync, MS Access Puttygen, CRM, Dashboard,D-Launch, Proofpoint, Mandatory TLS Secure Email, VPN desktop utilities, Tumbleweed, Cerb6 Helpdesk Ticketing, MoveIT DMZ, Internet Explorer, Google Chrome, Mozilla Firefox. Assist with IT Security - Compliance Audits. Received superior initiative-communication/quantity work on the annual review.Career Education Corporation - The LaSalle Network, Elgin, ILIT Support / Help Desk Analyst - p/t 8/2011 6/2012Assisting various online University Students, faculty members with classroom and materials technical access issues. Communicating via phone, IM Chat, emails documenting all request inquiries. Colorado tech-CTU, American InterContinental - AIU, and International Academy of Design & Technology IADT etc.Verifying student account enrollment status, resetting passwords, resolving software and download issues. Resolved 95% first contact student, faculty matters working independently and professional by adhering established metrics CEC guidelines.Received write up recognition company announcement via management for excellent going above and beyond job requirements to assist students. MS Office 2010, Win7, WinXP, MS Outlook, Apple Mac, Vista, IE, Google Chrome, Mozilla FireFox, and Safari.Northrop Grumman Corporation - TEK Systems, Rolling Meadows, ILIT Support / Help Desk Analyst - (Consultant) 3/2005 1/2006Regulated Industry IT Support internal/external, Paragon Ticket system resolved 70% trouble-service inquiries, working independently reset passwords, verified account status, troubleshoot technical issues. Personal Attendant software using SMS VPN control capabilities installing software, IT configuration. MS Office 2003, Win2K, Windows XP, MS Outlook, LAN/WAN TCP/IP, Exchange Servers, SQL, AS/400, UNIX, CICS, CAD-CAM, IE.Abbott Labs - Manpower, Waukegan, ILAbbott GTS / IT Help Desk Analyst - (Consultant) 8/2002 11/2004Provided IT Help Desk Customer Service Support 100% by phone, VPN, Sametime IM-Chats, and email. Remedy Ticket system, resolving MS and network application, peripherals, DNS, request/issues to maximize customer uptime. Worked on pilot programs for testing providing issue information on any issues prior to program release. Window 2K, Apropos, DNS, AVOC, VPN, SMS, Siebel, SAP, CRM, Active Directory, User Manager, Lotus Notes R5, AES / SAP R/3, MVS - AS400, Mercury ITG, LAN/WAN TCP/IP. |
