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Click here or scroll down to respond to this candidateCandidate's Name EMAIL AVAILABLE | Mount Prospect, IL | PHONE NUMBER AVAILABLE
OVERVIEW: Dynamic, multi-talented, and solutions-oriented IT Technician & Desktop Support Analyst with
extensive experience in providing support for technical issues related to laptops, desktops, and
mobile devices. Proficient in resolving software, hardware, and network issues, utilizing
ticketing systems such as BMC Remedy and ServiceNow. Skilled in building strong relationships
with teams and end-users while ensuring timely ticket resolution. Proven ability to adapt to
demanding situations while maintaining clear communication and facilitating operations
success. Committed to improving IT performance metrics through proven methodologies to
drive key initiatives and achieve mission-critical goals within a progressive organization.
KNOWLEDGE IT Desktop Support OSI Model Strategy Recommendation
& EXPERTISE: Troubleshooting/Imaging Technical Support Continuous Improvement
SOHO Networks Creation Static & Dynamic Route Customer Service Oriented
Strategic Communications User Relations Fundamental Networking
EDUCATION: COLLEGE OF DUPAGE Glen Ellyn, IL
Computer Information Technology (GPA 4.0/4.0)
CERTIFICATIONS: Cisco Certified Network Associate Certification CCNA (In progress)
CompTIA A+ Certification
Microsoft Certified Professional (MCP) Certification
AWS Cloud Certified Practitioner Certification
Lenovo, Toshiba, Dell, HP Certifications
TECHNICAL Active Directory Proficiency: Password resets, account unlocks, adding/removing users
PROFICIENCIES: to/from groups and setting permissions in Group Policy.
In-depth knowledge of how protocols and systems like DHCP, DNS, TCP/UDP, SSH, SMTP,
SNMP, IMAP, ARP work.
Familiar with how routers & switches work and what a default gateway, subnet mask, IP
address, MAC address are, and their role in a network.
Knowledge of data flows from application to a NIC, then through the internet, and to a host.
Troubleshooting connectivity problems using the command line and proprietary tools for
internet, printers, drives, etc.
Installation, configuration, and deployment expertise of PCs/Laptops, Office 365
troubleshooting, Windows 7/10/11 software support, printers, monitors, cell phones and
peripherals installs and technical support.
PROFESSIONAL VIC S QUICK FIX 2017 to Present
EXPERIENCE: IT Technician
Provide excellent customer experience in imaging, diagnosing/troubleshooting of Windows
10/11, macOS hardware & software issues, anti-malware implementation, and user education.
Highlights Build relationships with clients and maintain a high degree of professionalism in actions &
demeanor, centered around respect, honesty, integrity, empathy, and openness.
Set up user accounts, firewall configurations, operating system updates, start-up program
management, ordering parts and replacing CPUs, screens, motherboards, RAM, etc.
Schedule estimated time to fix and keep users informed on status, while keeping track
of inventory in MS Excel.
KOMATSU 2017
Desktop Support Technician/ICT Analyst
Worked closely with Network/System Administrators to install/replace switches, firewalls,
connect/manage ethernet and fiber cables, enter IP address and follow directions to set up
LANs.
Highlights Delivered precise support on all technical issues while ensuring that up-to-date support
and troubleshooting information is available for customers to reference.
Championed customer satisfaction through solutions-driven service delivery.
Created How to Guides with screenshots on how to resolve common tickets, actively
working with a team to keep updated with best practices.
TEK SYSTEMS, INSIGHT GLOBAL, RANDSTAD 2009 to 2017
IT Technician, Imaging Technician, Configuration Technician, Hardware Technician, Junior
Network Technician, Retail Sales Associate
Supported Android devices, Outlook/Exchange set up and troubleshooting, connecting to
Wi-Fi, data backup, factory resets, data restoration, app installations, managing storage.
Helped set up LANs, including mounting switches, firewalls, and connecting cables.
Highlights Led two technicians in a Windows 7 to 10 migration project.
Replaced every hardware part on laptops and desktops over 800 times.
Followed documentation to set up DHCP, DNS and other network/operating system
configurations.
Configured BIOS settings, RAID, power settings, browser options, and kept track of
laptop serial and model numbers.
Escalated tickets with detailed notes of steps taken in attempt to resolve issue, and let user
know of status.
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