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Qualifications Profile Energetic professional with more than 10 years experience in pc configuration and management, helpdesk/call center maintenance and information security/virus protection. Operated systems for various industries to include: Healthcare, Energy plants, School Districts, Non-Profit Organizations and Telecommunication. I’m adept at partnering with businesses and/or line management to develop and drive IT strategies.
Key Skills • Customer Service • Call Center • Trouble Shooting PC hardware/software • Windows 7 Rollout/Deployment • MS Office 2000, 2003, 2007, and 2010 • Excellent math, communications and organizational skills • Inside/Outside sales
Professional Experience DexCorp Consulting, LLC (Owner Operated IT Consultant) Resurrection Health Care Field Services Engineer II/Project Team Coordinator December 2010 – Present
• Assisted in overseeing and coordinating a Project team of 4 • Imaged, configured, and deployed 750 machines with Windows 7 and Office 2010 within 5 weeks across 7 hospitals • Deployed scanners, printers, and other various hardware at approx 40 offsite clinics within 2 weeks • Documented and kept track of all deployed machines and hardware • Assisted with site evaluations • Provides Level 2 support in adherence to the Service Level Agreement mandated by the IS Support Center. • Responsible for providing secondary dispatch function and on-site service. • Provides computer hardware break/fix problem resolution in a timely manner. • Resolves desktop operating system, office automation and application support with the help of other IS areas where necessary. • Responsible for upgrading, installing, and deploying machines the latest desktop technology and Windows 7, given the established RHC standards. • Responsible for installing single-use software given the established RHC standards. • Responsible for supporting backups and maintenance functions for the respective satellite Data Centers. • Coordinates all computer moves. • Maintains a local presence at each hospital. • Provides limited desktop education/guidance to the end user community. • Oversees, reviews, and sets desktop operating system standards.
Kaplan University via TEK Systems, Inc. Technical Support Analyst/Team Lead July 2008 – Dec 2010 (Contract: July 2008 – Aug 2009; Direct Hire: Aug 2009-Dec 2010)
• Answer user inquiries regarding computer software or hardware operation to resolve problems. • Provided support via inbound calls, Live-Person chat, and Magic ticketing system • Installed and reconfigured various desktop settings via Remote Desktop and SMS • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. • Troubleshoot various printer, login, email, application, network, and desktop issues • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. • Conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. • Performed password resets, assigned permissions and modified accounts using AD • Used Magic for ticketing system entering 15-50 tickets per day • Develop training materials and procedures, or train users in the proper use of hardware or software. Oversee the daily performance of computer systems. • Enter commands and observe system functioning to verify correct operations and detect errors.
Smart Technologies (Chicago Public Schools) Helpdesk Analyst – Level 1 June 2007 – July 2008
• Performed password resets, assigned permissions and modified accounts using AD • Provide Technical assistance to approx 10,000 CPS employees via phone support • Closed approximately 25 tickets per day using Remedy and Peregrine Ticketing System • Develop training materials and procedures, or train users in the proper use of hardware or software. Oversee the daily performance of computer systems. • Updated Knowledgebase articles as needed as policies, procedures, and best practices changed.
Sprint/Nextel Retail, Inc. June 2005 - November 2007 Retail Sales Representative • Offered wireless solutions based on customers need(s). • Assisted with obtaining various sales quotas. • Troubleshoot and repaired customers’ wireless equipment.
Stivers Staffing December 2003 - June 2005 HR Administrative/IT Assistant • Formatted hard drives, installed OS, and troubleshot various PCs. • Assisted with managing and troubleshooting networks in corporate environment. • Maintained data/records for payroll/benefits department.
SBC January 2002 - November 2003 Maintenance Administrator • Worked in call center environment taking 75-125 calls per day. • Repaired and troubleshot various telephony problems via telephone. • Entered work orders in REPPS for maintenance requests if needed • Sold various features/products needed to maximize use of service • Customer service rep for business and residential customers.
Education Malcolm X College Chicago, IL Bachelors of Science, Management Currently pursuing, anticipated graduation date 5/2013
Certifications HDI Customer Service Rep Certification - January 2008 Microsoft Certified Desktop Support Technician - May 2007 |