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Click here or scroll down to respond to this candidateCandidate's Name
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EMAIL AVAILABLEPHONE NUMBER AVAILABLESummary: As a Tenured Seasoned IT professional with years of experience focused on customer-centric solutions on creating positive experiences for the customer, with either collaboration with customers face-to-face, or remotely, to troubleshoot and resolve IT challenges in a timely and efficient manner. Experienced Information Systems Technician adept in End-User Computer Support, specializing in IT infrastructure management and enhancement with skills set in Salesforce reporting and case management, ITIL framework, and various operating systems including Windows XP/7/10/11 and Mac OS X. Proficient in creating and maintaining documentation, conducting training sessions, and supporting continuous improvement initiatives.Received numerous DRIVE recognition awards, Distinguished Recognition and Incentive Program, from Parsons colleagues and End Users, including: Nitrous DRIVER Award in recognition of being a true service professional, with a keenunderstanding of the importance of properly operating computer equipment Game Changer Award for the many occasions that Doug has gone out of his way to assist with hardware issues during evenings and weekends. 3 Ripple Effect Awards in recognition of, always providing a quick response to IT issues. For being very understanding and a great person to work with. And for proactive outreach to an employee who was struggling for months to deal with several fixes.Professional Experience:Robertshaw- Itasca, IL June 2023-April 2024Information Systems Technician 3, End User Computer Support Worked closely with the team and the people to support and provide an excellent experience in order to develop, implement, and maintain technology solutions for the business. Worked closely with staff and vendors to support applications, computers, mobile devices, printers and other technology and assisted new team members with hardware replacements and upgrades. Maintained physical hardware assets and system functionality. Assisted with any Microsoft Operating Systems upgrades. Became a subject matter expert on various technology assets and solutions within the company. Created and maintained documentation of solutions to common issues. Maintain accurate list of IT assets. Other projects as requested.Parsons Chicago, IL Feb 2017 Feb 2023Senior Technician, Worked as senior Technician, supported hundreds of users across six (6) states, locally in the primary Chicago Office as well as remotely. Provided expert guidance on IT landscape design and implementation, ensuring alignment with client requirements and budgetary constraints. Supported clients in optimizing IT investments through effective planning and resource allocation strategies. Implemented maintenance schedules that reduced downtime by 25%, enhancing system reliability and performance. Facilitated training sessions for client teams on module customization and IT management best practices. Supported Windows 7/10/11 in an Enterprise environment and supported users with Apple Macintosh Computers (onsite and remotely) with multiple Mac OS X Platforms. Effectively managed multiple tasks and various responsibilities, such as Project Work, Break Fix, Onsite, and Remote assistance. Assisted with cross-application assistance in troubleshooting usability with various applications, including Microsoft Office/365, and all applications therein (Adobe Acrobat Pro; Revu Bluebeam) as well as install and support of Appsetra. Mastered use of Salesforce ticketing system, to communicate with end users and to ensure that issues were resolved in a timely manner and in compliance with SLAs. Worked closely with team members to collaborate and problem solve effectively. Worked together closely with other internal teams for solutions to end user usability issues to keep productivity to the highest standards.Other World Computing/Macsales.com Woodstock, IL Dec 2013 - Oct 2016End User Technician Provided expert technical support for end users that purchased hardware upgrades for Apple Macintosh computers and PCs. Assisted in pre-sales for upgrades in all styles of computer environments. Troubleshooted installation of hardware upgrades, and RAID configurations in multiple system environments in a high-volume environment while maintaining Service Level objectives within a team environment. Held multiple responsibilities on a routine basis, including intake of customer calls, responding to emails, and assisting in live chat dialogs to provide customer support in a timely manner.Heartland Automotive Services Inc/Jiffy Lube - West Dundee, IL Nov 2012 Sept 2013General Manager/Customer Service Advisor Managed all areas of operations including hiring and training, inventory maintenance, purchasing, site management and control, as well as outside marketing to maximize guest acquisition and retention. Successfully increased guest count and net sales, exceeding corporate budget expectations.Pacific Pulmonary Services Lexington, KY Jan 2012 oct 2012Outbound Customer Care Representative Conducted customer outreach to make certain that patients requiring oxygen received necessary supplies in a timely manner to ensure they had adequate care. Created technician tickets for delivery of supplies. Researched patient histories out-of-date by more than 90 days to ensure their information stayed current in the system, and to contact (if needed) the national Centers of Operations in the event contact with a patient had been lost. This facilitated outreach to family members, as needed, and facilitated proper invoicing to Medicaid to avoid disruption of oxygen service.ACS/Xerox Lexington, KY Nov 2009 Jan 2012Tier 1 Technical Support Analyst/Apple Project CPU Tier 1 Performed technical troubleshooting for all Apple Mac issues and educated customers on how to effectively use their systems. Provide phone support to consumers needing guidance to troubleshoot technical issues; relayed information to them in layman terms to help them understand the issue and why it occurred, in an easy, uncomplicated way so the consumer knew how to avoid the same issue in the future. Helped Apple Consumers with all Apple branded software, Apple websites, and stores. Educated consumers in Extended Protection Plans for continued assistance after their 90-day Technical Assistance trial, and One-Year Hardware warranty expiration. Assisted fellow employees with discoveries of resolutions to issues and sharing this information center-wide for the benefit of all.Self-Employed Lexington, KY Mar 2005 Nov 2009Onsite, Home and Small Business PC Technician Performed PC troubleshooting, repair, and education for home users and small businesses. This included working on personal and small business computers to address hardware and software upgrades that would meet the needs of the consumer. Provided technical troubleshooting and consumer education of all problems related to hardware and software, and armed customers with the information they needed to avoid recurrence of issues and to keep equipment in proper working order. Built, sold, and installed DVR security systems for residences and small businesses.Lexmark National Headquarters - Lexington KY July 2004 - March 2005Deskside Support Specialist Supported and repaired all software support needs and all break-fix issues assigned from a trouble ticketing system, following Standard Operating Procedures on all issues while working in a team environment. Distributed technical information to assist in raising the technical abilities of the team and educating customers. Supported operating systems of Win98, 2000, XP pro and XP Home. Used Ghost to image from a central server location.Abbott Labs - Chicago, IL Jan 2004 - July 2004Help Desk Support Analyst Worked onsite as an IT Help Desk Support Analyst and Desk Side Technician. Created trouble tickets and routed them to proper support staff. Conducted follow up and releasing of resolutions to team for future first call resolutions to assist in meeting Service Level Objectives. Supported onsite and remote users in a Windows 2000 environment with Remote Desktop. Used active directory to reset and unlock user accounts in Windows 2000 and Exchange. Supported clients with communication and elevation of critical issues affecting productivity to ensure issues were communicated through the proper channels.Skills: One Drive Teams Remote Desktop DNS TCP/IP Active Directory Azure SCCM Virtual Private Network (VPN) System Deployment Printer Support Local/Personal Network Polycom Virtual Office/Meeting Environments. Salesforce Reporting Salesforce Case Management ITIL ITIL Service Strategy ITIL Process Written Communication Phone Etiquette Interpersonal Skills Documentation Customer Relationship Management (CRM) Customer Support Customer Service Problem Solving, Customer Experience Problem Solving, Customer Experience Problem Solving Customer Relationship Management (CRM) Empathy Troubleshooting Empathy Troubleshooting Computer Hardware Software Troubleshooting iOS Teamwork Organization SCCM Windows XP,7,10,11 Mac OS X Jamf Microsoft Modern Workplace O365 SharePoint |
