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Candidate's Name
5036 North Sheridan Road, Apt #201Chicago, IL 60640EMAIL AVAILABLECandidate's Name
Cell PHONE NUMBER AVAILABLELOCATION DESIRED: CHICAGO, IL - REMOTEMarket RateSUMMARY: An IT position within a company that will compliment and expand my technical experience while, appreciating my reliable and accurate performance.PROFESSIONAL EXPERIENCE:Kemper CorporationHired 10/24/2022 TO Currently employedContract From Jan 27, 2022 to 10/23/2022Rep C, IT OnsiteProviding Technical support/ customer service to a variety of users with care and professionalism.Making good and timely decisions that keep the organization moving forward.Hosted systems including VMWARE, Azure.Web conferencing to include setup, configure, testing and deployment.Workstation deployment and asset tracking.Work with Active Directory engineers to address GPO issuesInteraction with customers and feedback scenarios to address and unforeseenissues and provides direct 3rd level revolutions.Install Hardware, wiring and accessories at each customer location to meet standards.VPN, Lan, connections, checking ports for useShipping and receiving equipmentShipping broken equipment to Dell repairInventory of equipmentAssisting Management meetings with Wit-Fi, and technical issues when needed for Board Meetings, etc.Skills: MS Office, Pulse, Dameware, Azure Installations, configurations, Break Fix, are just a few.Agency: Precison Resources, Birmingham, ALJanuary 2022 currentClient: Kemper Insurance- Infinity, Chicago, ILContractor/Field TechAssist with installations, configuration, Windows 10 migrationsAssist with technical support issues for Field Support EastProvide technical support to all levels of usersKeep up with SLAsImage machines for replacements and remote new employeesShip equipment to users when neededCONTRACT: Robert Half(UIA)MICHIGAN UNEMPLOYMENTRemotePromoted- Feb 2021 July 2021-Adjudicator, Claims LegalJuly 2020 - Feb 2021 Claims Phone AgentThe legal process for settling the dispute between employee and employer. An unemployed individual applies with the state for weekly unemployment insurance. The states labor begins the process by contacting the last employer to verify the reason for termination of employment. Federal Training in SOM phone Agent and Adjudication procedures.Supporting and assisting Claimants submitting documentation using MiWam, & FileNetTech support for current applicationsAdjudicating IDV Fraud Investigations, Verifications, and other legal documentation for casesExecutive Support, Claims Proof of Wages VerificationsInstalled, Accessing, troubleshooting VPN, Cisco AnyConnect, RSA Secure ID TokenReview documents in FileNet for faxed documentationNavigate Midas Federal Platform for ClientsTeams, Microsoft Office, IE Explorer, SharePoint, and NotesUtilize LogMeinRescue and Bomgar remote accessCertification VerificationEmployer VerificationInterview claimant, employee and third party for determination of eligibility.Review and determine Protest and AppealsAccess for Fax and mailed, internet documents from employers and claimants proof of burden, ID, income verifications, Proof of income, protest and Appeals.Make the determination of claimants eligibility.Jul2020 - Feb 2021Robert Half Employment Agency, Agent /System AdminAssist customers with certification, claims, adjustments & status information.Reset passwords, Unlock accountsAssist with navigation of MiWam Client AccountsMIDAS Service Accounts system IBM Security Identification ManagerMS Office 365, Teams, InContact phone systemRSA, VPN connectionAssist with payments and account informationReset Marvin In numbersDISASSOCIATE closed or fraudulent accounts.CONTRACT: USTECHFeb 2020 - May 2020Quest TechnologiesClient: AANA, Park Ridge, ILONSITE TECHNICAL SUPPORTMicrosoft Tool Recovery, imaging, Office 365, TeamsAssisted all levels of Support including bbut not limited to Executive VIP SupportDaily morning Teams,/WebEx MeetingsDocumentation, configurations, installsTeamViewer Remote troubleshooting system, VDI, VMWare, Cisco WebExRDP, Active Directory, AzureCiscoIP Communicator SoftPhone installs and configurationPrinter setup, Wifi setupAutomax Add new machinesDell laptops, Download driversZendesk ticketing, XLS Ticketing systemAgency: Precison Resources, Birmingham, ALAug2019 Feb 2020Client: Kemper Insurance- Infinity, Chicago, ILContractor/Field Tech, System AdminWindows 10, builds, deployments Support and Refresh for new and existing users, of all levels of Support.Follow up and updates for ServiceNow ticketsOffice 0365, 2010/2013 installs and supportAssist with InventoryAgency: IT People Staffing AgencyDXC Technology,Client Contract: ZURICH,Schaumburg, IL Project Management:System,FieldTechnicianAug 2018 -Aug 2019Windows 7& 10, builds, deployments and Refresh for existing users of all levels of Support including but not limited to Executive VIP SupportFollow up and updates for ServiceNow ticketsOffice 0365 2010/2013 installs and supportAD, Active Directory, Group Policies, and MMC Microsoft Management ToolsAzure, Cloud, Web mail, Symantic & SSO, Single Sign on VmWareVsphere Client perform console and device operationsPGP & DAC RegistrationDesktop Support, Break Fix, Installs, users various appointments and setupsPassword resets occasionally for new users during setupVerifying Asset tags and entering Hardware inventory into ServiceNow for DeploymentsRemote, Bomgar/Logmein to resolve remote issueseWipe machines, print wipe certifications and return to storageCompleted projects Chicago Loop and Schaumburg office for setups for new workstationsAgency: Seraph Tech/ Wipro/Iron Technology AgencyMay 2018 - July 2018Contract: Abbott. Waukegan, ILBusiness & Technology Services ConsultantSystem Administrator, Project ManagementProvided assistance with Windows 10 migration, assisting users, to ensure new laptops imaged properly, imaging and deployment. System Administration, Team Lead and Desktop Support for the NorthStar Project at Abbotts Laboratories in Waukegan, and DesPlaines, IL Locations.Attended Team Lead meetings and provided details for status of inventory, refresh, attendance, critical status reports, Inventory reports, daily meeting update reporting,Reporting SLAs in Daily meeting, imaging and deployingAssisting C-Level Bldg, Executive VIP Support on off scheduled hours, methodology to run computer systems and to troubleshoot computer equipment malfunctions in a timely mannerBuilding Laptop and desktop machines for migrations. Systems /Cyber Security Operations, McAfee Native Encryption (Bit locker) Support, PCAnywhere, ServiceNow ticketing system maintaining incident management, and detailed information for follow upSharePoint Inventory process/Remote User processMaintained Excel Spreadsheet for inventoryInstallations on special applications, outside of the applications listed on the imagesMapped pcs according to the permissions of the usersAssisted users with desktop support and request for special applicationsConfigured pcs specific to applicationsProviding assistance to new users who have received new laptops before and after migrationProvided migrated laptops to users and used check list to verify proper installation and follow-up to assure user satisfactionInformed contractors on daily reports for number of refreshes to receive, deploy and critical issuesDirected users to proper site for refresh and need for desktop support on a daily basisEntered information into NorthStar SharePoint, for Refresh appointments, follow up a nd tracking for completion.Providing basic details on the Bit locker, ZScaler and McAfee Native Encryption 4.1 product and the tools and logs to troubleshoot issuesUSMT Data Transfer- machine to machine methodResponsibility of completing Abbott's ISO TrainingMS Windows 10 InstallationMS Windows 7 64-bit & 32 bit Installation,Hardware Compatibility Matrix, break fix repaireWaste - Scanned information into Excel spreadsheets for ewaste completion and shippingAssistedineWaste shippingeWipe- Cleaned over 800 + laptops and desktops and logged into SharePoint NorthStarLogged status of deployments in SharePointCollabera Inc.March 2017 June 2017Contract: - (BCBSIL) Blue Cross Blue Shield of Illinois(HCSC) Health Care Service CorporationCyber Security-Followed up with users regarding risk management and compliance with the HIPPA Laws. Held the responsibility of passing the exams for HIPAA laws and making sure all new employees passed the test successfully, in order to qualify for permissions in roles for certain BTS, Business technology systems.Managed detailed requirements for users, of all levels of Support including but not limited to Executive VIP Support by communicating with upper management escalationsAssist with management of SharePoint sites, adding users, and providing necessary permissions for access.Detailed oriented with an expertise and highly focused customer supportInstalled, configured and supported Skype for BusinessUtilized Bomgar, and Skype for remote AssistanceUtilized (MMC) Microsoft Management Console for snap-ins and other administration for managing and monitoring systems in Windows-based environments and incident management from 2nd to 3 rd level.Utilized Group Policy settings in GPO (Group Policy Objects) in AD (Active directory) defining user, security and networking policies at the machine levelUtilized Exchange, pinged address for Network issues, and utilized monitoring tools for connection issues.Skype for business for occasional communication with clients and staff follow up on work compliance and agreement for client methodology.ServiceNow ticketing system, follow up and remote assistance.Updating ServiceNow Articles when neededMaintaining and educating Risk Management responsibilitiesResponsible for passing exams as needed for Compliance AgreementsProviding users information and access for new roles and cleanup of Top Secret reports.Maintained and revised Top Secret Documentation in RSAM, a governance, risk and compliance (GRC) platform that we are using to manage, organize and analyze data associated with Risk Management and Compliance for systemsResponsibility for informing users of HIPAA laws and maintaining compliance with the rules and regulations at BCBSIL-HCSC.Adding users to roles in Access Now, in Information Security/Top Secret new roles/ groups and confirming users access in AccessNow, Active directory and Lotus spreadsheets. Following step by step process for Powershell scriptingConfirmed user roles and updated information with managers for server and application u pdates, with the proper permissions and flow chart of infrastructureProvided update of materials and projectsSymantec PKI, walking users through process restart for certification, deployment, configurations and installation.Monitor parsing through logs for wire shark / netmon captures and trouble-shooting skills across DNS/web monitoring.Accessed/run mmct o add and remove Snap-InsUtilized Webex for Risk Management Department meetings.Utilized and installed, Bomgard, and Skype for BusinessCommunicated and resolved issues with software Microsoft 365, Jabbers and SametimeAssisting with inventory and update of new user roles.Maintained, created and assisted with SharePoint sitesThe Judge GroupDec 2016 Mar 2017Contract: Truven Health Analytics an IBM CompanySecurity System Administrator Technical SupportThis position held the responsibility for the maintenance, installation, upgrades, backups, removed and stored hard drives, standard configurations, incident management and other technical duties related to the functional area standard operating procedures.Chosen to head off the inventory for the return of the Truven Health laptops and desktops, shipping to the corporate office and by the due date, which ended my contract.Candidate's Name infrastructure, Client Management configuration.Candidate's Name s, enabling users and computers to both securely exchange data over networks such as t he Internet and authenticate the identity of the other party.Respond to requests & make recommendations f or improving system processes, performance & reliability, within compliance guidelines. Supporting, monitoring and managing the ServiceNow ticketing system, escalating tickets when neededUtilized (MMC) for Microsoft Management Console for snap-ins and other administration for managing and monitoring systems in Windows-based environments.Implemented Group Policy in AD (Active directory) defining user, security and networking policies at the machine level. Utilized anti-virus updates, and patchesDocumented processes and knowledge articles, within company methodology compliance agreement.Monitoring tools parsing through logs for captures and analyze network traffic and t rouble-shootingCreate and support and adding users to SharePoint sites, supporting approximately 6,000 users, Assisted all levels of Support including but not limited to Executive VIP SupportAdding users and placing users in proper groups in AD (Active Directory)Creating ou (organizational units), in Active Directory for proper permissions.Updating laptops, desktops, & Macs for inventory listing in our inbox inventory Excel spreadsheet, MS Office 365, Skype for Business, monitoring Office 365Provided Certification processes, configuration, deployment/installation for Symantec PKIUtilized Bomgar, Skype and Sametime f or remote assistance.Reset and unlocked user passwords, and explained password process.Added users to the appropriate groups in Active Directory, SharePoint sites and Microsoft Outlook 365.Configured user profiles according to location and department.Carry out process of builds and deployments, and support, replacing MS Outlook, Exchange, Skype for business with IBM Notes, Sametime, and VerseMonitoring tools parsing through logs for wire sharkCarefully following step by step process for Korn Shell scriptingNetmon captures and analyze network traffic and trouble-shooting.Frequently assisted users by remote access, Skype for Business, Sametime and BomgarDocument standards, processes and procedures & guidelines for functional areaSupport and leverage automation to decrease overall system deployment and support cycle timeMonitor & analyze systems and prepare reports provided for Risk Management.Maintained inventory new IBM Dells for IBM and returned laptops, desktops, docking stations and removed and stored hard drives.Responsibility of maintaining, inventory of legal holds, removing and hard drives and storing appropriately.Transferring data with Easy Transfer USB cable, CD/DVD,Managing PKI, walking users through process of adding certification. Accessing/run MMC to add a nd remove Snap-InsServe as 2nd and 3rd level support for the technology services functional areaPartner with Senior Peers to maintain system performance and reliabilityAssist technical groups in revising technical documentationSupport and leverage automation to decrease overall system deployment and support cycle timeParticipate in system and technical testing efforts, and Symantec Administration Document standards, processes and procedures, and guidelines for functional areaUnderstanding various system interdependencies and collaborate with project teams accordinglyApex Systems - Chicago, ILContract: Deloitte &ToucheJune, 2015 to Dec, 2016Federal Security System Administrator Technical SupportAs Federal Security Systems Administrator, provided morning presentation in morning d aily meeting, by sharing screen of SLA Status, for Service Desk tickets out of SLA and slipping out of SLA, and request status and follow up with clients in meetingCreated users in Active Directory by running script within an Excel inventory spreadsheet, often modifying script with direction.Supported users who utilized a variety of applications, by carefully documenting processes and knowledge articles according to specific coding in BMC Remedy systems for all level of users, including Executive VIP Support.Import Outlook items to Outlook data file /Export Outlook items from Outlook data filesUpdated material for Project Managers and escalated to appropriate department, as well as incident managementUtilized (MMC) Microsoft Management Console for snap-ins and other administration for managing and monitoring systems in Windows-based environments, monitoring Office 365Utilized Group Policy settings in GPO (Group Policy Objects) in AD (Active directory) defining user, security and monitoring Office 365Respond and followed up with requests and made recommendations for improving system processes, performance & reliability. Supporting, monitoring and managing the ServiceNow ticketing system, escalating tickets when neededUtilized (MMC) for Microsoft Management Console for snap-ins and other administration for managing and monitoring systems in Windows-based environments.Implemented Group Policy in AD (Active directory) defining user, security and networking policies at the machine levelNotified users of Network issues and resolved within SLA agreement standards time.Remotely, assisted users with Federal technical issues, by Skype, and expanded storage on servers using vSphere and server management tools, log into vSphere, Web Client, expand disk space, rescan the disk, and verify disk drive has been expanded.Provided levels three and four Technical Support for Federal Deloitte Consulting Services, in Chicago IL, for DFED, Deloitte Federal Enclave VPN. Determine support within the ticketing system and escalate to appropriate teams when required. Assisted users by defining internal and external u sers login methods for access to DFED, and provide proper documentation for user tosubmit for approval for DFED access.Maintained adding, disabling, enabling, reactivating, unlocking users, and managed groups in (AD)Active Directory. Troubleshooting permissions on AD aswell asGlobalScape, EFT and SharePoint.Remotely removed users from servers, when users failed to logout and experienced lock out of several accounts in ADProvided information to Project Managers and assisted users with process to access certifications for PKI through MMC on Windows Server R2003Responsible for adding users to project servers and Folders (Jump Servers)Supported users for over 1000 SharePoint sites/servers, and 4000 Plus Deloitte employees and vendors for Federal SharePoint and Project server Troubleshooting issues.Customized Scoreboard in the Service Desk Ticketing System, by adding new groups and users.Deleted, added and modified users and their accessInformed users of Deloitte Federal Practice Restrictions, and created RFCs as well as sending encrypted emails for RFC Change Order, approval creations for Firewall rules submitted to the Network Operations Team.Managed best practices within infrastructure for ITIL/License Administration using Windows Server2000R2, and verification of user compliance for access to the Federal Server.Completed GlobalScape (EFT) Enhanced File Transfer provisioning for External and Internal users and Configured GlobalScape (EFT) permissions on the Servers, verifying if the Security group membership exist, and create new project folders for EFT access. Verify permissions on the project folders on the server.Deployment, installation and request certificates for PKI,on Windows Server 2003Modified scripts in Windows Powershell, when adding users in active directory when needed.Create new user settings templates, setting external and internal users EFT to Security Groups, added templates and users in Federal GlobalScape EFT Server Management System and h andled Federal HostingIncreasing disk space on virtual Machines, test users access upon completion of user account creations.Tested users Access to folders and or Security groups on Federal servers,Assigned Federal Hosting VMView Desktops, once created in AD, Active Directory, and assigned to the appropriate security group, which is determined by the required desktop access and the compliances of the security of Risk Management.Determine the proper Security Group for the new user, and assign/remove users from Security G roup pools on Desktop for VMView.Successfully resolved 75% of CA Service Desk Manager Tickets. and Incident Management.Created Federal SharePoint Sites and submitted details to SharePoint Site Owners.Created accounts in AD, Active Directory and Assigned users to RSA physical and software tokens.Serviced and maintained about 7,000 active users, and 1000 Federal Servers.System and Software:Windows 8.1, Service Desk Manager 12.9, VMware, vSphere web Client, TCP/IP, Active Directory, Mapping Network Drives, Testing RDP Server connections, Symantec ghost imaging, Citrix 4.1, V MWare, vSphere,EFT, Service Desk Monitoring Tool R12 3.0.3.0, Reboot & Restore Server, Symantec PKI Secure f or windows Server 2003, Increase Disk space. MS Office 0365. Exchange, Dell Lenova Laptops, Desktops, Apple MacintoshPLURALSIGHTPresently Studying: Security ProfessionalCourses: Windows Server 2008 Active Directory (70-640) Part 1, CISSP Communication and Network Security, CISSP Security and Risk ManagementCSC, Computer Sciences Corporation (Account Recruit Agency)Contract: GGP General Growth Properties, Chicago, ILFeb,2014 Jan 2015Senior Customer Support Administrator Technical SupportAs Senior Assistance Customer Support Administrator, monitoring calls and Help Desk Support 2 nd and3 rdlevel, resolving and escalating tickets when needed from Chief Financial Officer to maintenance, Director of operations at malls and clerical assistance.Dedicated to FCR, First Call Resolutions, unless escalation was needed, and verifying user permissions for access.Predicated to excellence in analytical and problems solving skills with strict attention to details. Installed hard drives, Setup workstations, installed Maas360 to Mobile phones, MS Office 0365. SharePoint andInstall, M ove, A dd, C hange a nd D e-Install ( IMACD) Laptops, Desktops, and MacsSalesForce& Crystal Reports support as well as SCCM Installations, detailed incident Management.Installed laptops, Desktops, iphones, Ceridian Timecard Machines and ipadsResponsibility of working with a migration team to refresh for new hires and existing employees, following up with the progress of migrations and break fix resolutions.Iphone, mobile and ipad support installing Maas360, resetting iphones, and turning iphones on and off for employee GGP company iphones.Responsible for installation, moving, set-up and d elivering desktops and to users.Utilized, installed, and supported Skype for businessUtilized (MMC) Microsoft Management Console for snap-ins and other administration for managing and monitoring systems in Windows-based environments.Updating articles in ServiceNow when needed.Deskphone support for Cisco and AT &T phonesUtilized Group Policy settings in GPO (Group Policy Objects) in AD (Active directory) defining user, securityMaintain Risk Management responsibilities, of users access and compliance of agreement for a variety of access.Installs, moves, deployment, modifications in the background using SCCM, and added users back onto the Domain remotely using RDP and moving the computer to the proper OU in Active directory.RDP, Bomgar, and SCCM for remote access and utilized RDP, to add computers back onto the domainActive Directory to reset network password, check users access and moved computers to the correct OURouted printer and Copy machine issues, supported local printers, and printer installsInstalled network and local computers for Ricoh and Epson printersPing PC IP Addresses, set up VPN connections, add Computer to Domain, troubleshoot minor issues Experience with ticketing systems BMC Remedy, and transferred to current ticketing system, ServiceNowTroubleshoot emails in Lotus Notes 8+, and resolving issues using Knowledge based systems such as S AP, Outlook issues, and a variety of GGP applications, within CitrixInstalled systems using Computer Center and SCCM, and monitored installationsWalk users through installation of iTunes, and Juniper, for Wifi connectionsRemote into user's computer to investigate issues, obtaining computer names, IP addresses and s erver issues,VPN connections, and to reconfigure a v ariety of applications, and email.Escalate for mainframes, and servers and broadcast status call and outage issues when neededPost to Board Important Status calls and Escalations notifying the appropriate IT support group.Insource Inc. (Account Recruit Agency)Client: Client JPMorgan,Chicago,ILPC Tech Lead - Part Time September 2012 February 2014Reimaging Windows employee workstations and laptopsMS Office 365 Installation and support, as well as break fix for printers, laptops and desktops.Supporting Crystal Reports and AccessNowRemoving (LDR) Legal, hard drives and storing them appropriatelyCarried and shipped/delivered and set up Workstations and laptopsDocument status of upgrade by chat to OCS when experiencing upgrade issues or failures for incident management processesUpdating information in SharePoint, for upgrades and decommissioning of machinesCheck into bridge for reports for Day 1 Support a nd DeploymentCall into 2:00 PM and 2:30 PM for Deployment reporting of work status, and reassuring all tickets were within SLA agreement.Submit end of day reports for Day 1 Support and DeploymentColumn Technical Services. Downers Grove, IL (Account Recruit Agency) Short Term Contracts With DeVry:DeVry University, eGlobal Education Technology Services, P n0en0esLC, Oakbrook,ILTitle 2: Help Desk SupportShort term contractDeVry SeasonalSept, 2013 Oct, 2014Title 1: Academic Support Analyst Level 3April 2011 October 2012Responsible for 2nd Level Support, resetting passwords and assistance with installations and setup and activation of accounts and software for all levels from University Directors to students.Supporting the following for staff and Students at DevryA.D.A.M Tool Wire Citrix Web Portfolio ElementK Hub2 Lab Mentors Oracle Library QuadraMedThree week assignment extended to five months. Academic Analyst, Help Desk Support, supporting a variety of software programs delivered by DeVry for students, faculty and staff.Candidate's Name s, for Microsoft Office, access to Library, and various other packages supported by the L2 (level 2) Support and Students/staff utilizing chat in OSS-Oracle and Active Directory, configured and modified and troubleshooting of VPN for server connection. Active Directory, implementation and support (1000-1500 users) entering information and follow-up in BMC Remedy.Completed Windows 7 and Microsoft Office/Exchange Migrations.Checking email, maintaining incident management and phone support, entering help desk tickets in BMC Remedy version 7 support logging system. Assisting with troubleshooting, installation and configuration of Lotus Notes.Testing, provisioning and reporting errors within the new BMC Remedy system.deliveredTesting programs and research on help desk tickets, for a variety of software programs, in the Student Software store.Supporting a variety of Software, in the Student Software Store, such as Windows7, McAfee Antivirus, Viso, Project Management, Power Point, packages for Microsoft Office 2007, 2010 For Windows and 2011 For Mac, etc.Creating documentation for Microsoft Office products to assist with online help in the Student Software Store.Assisting faculty and students with chat sessions using AD- Active Directory, OSS -Oracle, a nd resetting passwords for a variety of DeVry portals.Candidate's Name s for software downloads, as well as troubleshooting launching the programs in Citrix and the Software store..May 2004 February 2010Keane Inc., Boston, MAContract: Department of Revenue, City of ChicagoTeam Lead, Business Consultant/Help Desk Analyst/ CSSupervisor -Help Desk TrainerActed as Team Lead Help Desk Support, monitoring and supporting Iris help desk, focusing o n excellent incident management, entering email and phone support help desk tickets Level 1, support, escalating calls beyond my scope of technical expertiseEnforcing compliances of Risk Management.Assisted business owners with tax information/processing and methods of payment, confirmed tax liabilities, License renewals, notification violations, and license fees.Trained new and seasonal temporary employees in Customer Service and help desk procedures for City of Chicago, Permits, License and Tax procedures, and verification of compliance agreement within work methodology.Monitored employees on ACD, making sure that the phones were appropriately covered at all times.Monitored calls and reviewed ticketing logs to |
