| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidate Candidate's Name
Phone: PHONE NUMBER AVAILABLE
EMAIL AVAILABLE
EMAIL AVAILABLE
IT SUPPORT TIER I & II
SUPPORT ANALYST ~ PERFORMANCE IMPROVEMENT ~ TROUBLESHOOTING
A top-performing IT Support Analyst with 10 plus years of comprehensive experience in troubleshooting hardware, software,
and network issues. Strong expertise working in Call Center environment, with attention to detail on using Reporting Systems
(SDE/ Remedy), follow up with customers and internal end users in a timely manner, diagnosing and resolving multiple
software and hardware issues, implementing the best possible solutions, and creating documentation/ knowledge articles.
First-hand experience in creating Work Orders within SDE Ticketing Systems, communicating effectively with 3rd Party
Vendors (Telaid, EarthLink, T Systems, Tolt, First Data, DTI, NCR, UPS, FedEx), and escalating issues to appropriate levels of
support. Extensive configuration and troubleshooting experience with the following hardware:
PCs Servers Reinstalls Laptops Register Displays PC Monitors Debit Terminal Configuration Resets DSL Line
Register Keypads Receipt Printers Office Printers Register Scanners CPV Scanners T1 Lines WAN/LAN Networks
Systech Monitors UPS Units: Power Ware 9130 and 9120 MDT Devices Thin Client Lancom, Netopia & Cisco Routers MS
Office Manage Switches Multi Tech Modems KVM Switches: IOGEAR2, 4 Port, and STARTECH STARVIEW
KEY SKILLS ASSESSMENT
Reporting Systems:
Proficient with LANDesk, SDE, and Remedy Ticketing System, meeting SLAs Via Phone, Email, and Outage Report
Notifications.
Corporate Management/ End User Support:
Provide technical assistance to the Director of Administration (DOA), Marketing Directors, District Managers, Internal/
External Users (1000 +) and 3rd Party Vendors (First Data/Hughes, Telaid, DTI, T Systems, etc.)
Creating User Accounts, performing Password Resets, granting Administrative Permissions, adding Workstations to Company
Domain/ Corporate Wireless Network, Sophos Encryptions
Ghost Imaging, Installing Applications, Updating Peripherals
Advise End User on appropriate action
Aid in creating documentation by completing work orders (Daily Work Order Volume opened/ closed: approximately 20-46).
Administer all Help Desk Interactions
Troubleshoots, analyzes, resolves, tracks, escalates and accurately documents various technical problems and resolutions ( i.e.
software, hardware and client specific applications)
Identify, prioritize, and escalate situations requiring urgent attention
Stay current with systems information, changes and updates
Test Equipment and Maintain Functionality of the following Computer Related Hardware/Software:
Setting up Workstations for end users and updating hardware to improve performance, including but not limited to the
following: Routers, KVM Switches, DSL Line, T1 Lines, WAN/LAN Networks, Thin Clients, Scanners, Register POS, Systech, 24
Port Manager Switches, and UPS (Battery Backups), Microsoft Office Suites, Windows 8, 7, Windows XP, Microsoft Outlook,
and Microsoft Lync.
SELECT PROCESS IMPROVEMENTS
Map Hard Drives & Register PCs remotely IP Configuration/Ping Test Connect Remote Servers via WAN/LAN
Create Knowledge Articles Remote Server Reinstalls (WAN) Software Upgrades Password Resets PC Replacements
MDT Device Initializing Recreate Missing Expense Reports in SQL Database Add Missing Employees in SQL Database
Payroll Database (Red Prairie) Corrections End of Day (EOD) Troubleshooting Remote OS Updates & Patches
Division Store Transfers Register Equipment to Perform Resets and Run Diagnostics
EDUCATION
Electrical Engineering, DeVry Institute of Technology, Addison, IL (1991-1994)
Candidate's Name Resume, Page 2
MS Office Migration Training Division Store Transfer Training SQL Data Base Training (2012-2014)
PROFESSIONAL EXPERIENCE
PLS Financial Services, Oak Brook, IL Sept. 2015- Present
IT Desktop Support Engineer Tier II
Communicate technical solutions in a user-friendly, professional manner.
Provide one-on-one end-user training as needed.
Assist with vendor coordination and communication.
Create new user accounts within MS Exchange /Active Directory and adding to Company Domain.
Image Laptops, Desktops, Servers, MS Surface and Surface Pro to the most current specifications.
Install Western Union Certificates remotely to Store Work Stations
Administer Software Applications /Programs based on departmental request
Provide Remote Administrative Assistance.
Create Work Orders in ticket tracking system.
Assist in managing field operations and field tech supports
Manage and maintain inventory
Manage and maintain Sophos Encryption/Anti-virus Tools.
Conduct hardware and software inventory database maintenance and reporting.
Communicate with end users on a daily basis with status of open trouble issues.
Create knowledge articles and adding to company intranet
Work with vendor and partners helpdesk to resolve more complex issues
Work on Root Cause analyses to resolve persistent issues.
IAA (Insurance Auto Auctions), Westchester, IL Dec. 2014 May 2015
IT Support Analyst, (Contract)
Provide direct support to end users to resolve technical difficulties related to IAAs application/ hardware / software
infrastructure environment.
Created, maintained, and reset user accounts within IAA Domain Parameters per managers request.
Respond to email request for assistance both internally and at the branch level to retrieve reports/logs.
Create new end user accounts as requested by email to be setup within CSA Today/ASAP
Imaged Laptops, Desktops, and Motorola Handhelds to the most current specifications.
BP (British Petroleum), Naperville, IL Sept. 2014 Jan. 2015
IT Technical Support Analyst Tier II, (Contract)
Responsible for complex issue resolution affecting the point of sale, back office and credit card processing for
all channels of trade
Advanced troubleshooting of POS and Back office hardware, software, networking, credit card processing, accounting
data journey and variance issues
Provides Level II technical support and resolves escalated customer problems
Prioritize and handles daily activities for unresolved escalations and follows up with the site as needed
Support for LAN and IP based systems
ALDI, INC., Batavia, IL 2006 2014
IT Support Tier II
Provide IT support to Corporate Divisions and Stores, and notify IT Support Supervisor of recurring issues.
Assists in the training of IT Support Level I Employees while providing excellent Help Desk Support to end users
both internal and external.
Utilize advanced technical skills and an expert level of ALDI business knowledge to reach business objectives.
Provide suggestions that could be of benefit to the company by cutting cost on part orders, reducing the need to
reorder vital equipment with minimal down time.
|
