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Click here or scroll down to respond to this candidateCandidate's Name
L2 Desktop Support Technician/Hardware Technician/Identity and Access ManagementChicago, IL Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEResponding to customers, closing tickets, changing ticket details, moving tickets from one category to another via Service Now ticketing system.Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer, Hardware configurations etc... Level 2 generally handles configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services).Willing to relocate: AnywhereAuthorized to work in the US for any employerWork ExperienceVersatile Computer Hardware Technician who is certified in contemporary and legacy hardware platforms. Adept at troubleshooting hardware and software issues, performing successful hardware upgrades without disrupting service, and recommending hardware upgrades to management. Specializes in companies with multiple locations and mainframe platforms.HighlightsMaintains several technical certifications for multiple legacy hardware platformsExcellent project planning and management skillsVery strong team skills along with the ability to work independentlyDedicated to completing any project on time and working extra hours to do soReliable employee who rarely takes an unscheduled day offExcellent communication skills with personnel and management.St. Anthony Hospital, Chicago, ILPosition: Tier 3 Support / 2 months contract: March 2023 May 2023Job Details:Skillset/Qualifications:Advanced Desktop SupportSome A/V workMedical carts (carts with computers)90% of the calls are replacing hardware, imaging a computer10-20% open desktop computer and replace computer supply, replacing memory modulesWorking with scanners, monitors, laptops, etc.MS office 10 & 11/ Mac OS, Jamf ProNetwork troubleshootingO365 cloud platformCitrix or VPN software supportHelp at HomeL2 DSS Technician, Identity and Access Management and Computer Hardware Technician,March 2021 January 2023Chicago, ILJamf Pro, Mac OS, IntunesInstalled, maintained and repaired computers, laptops and peripheral devices.Instructed customers to effectively operate and maintain their system as required.Maintained Service Delivery Coordinator (SDC) for communication and ensured customer satisfaction.Tracked and returned all parts as required.Provided SDC with call shutting records and reports as necessary.Resolved customers hardware-related problems.PCG InternationalL2 Helpdesk Technician/Hardware Technician/Access ManagementOctober 2020 March 2021Maywood, ILInstalled, maintained and repaired computers, laptops and peripheral devices.Instructed customers to effectively operate and maintain their system as required.Maintained Service Delivery Coordinator (SDC) for communication and ensured customer satisfaction.Tracked and returned all parts as required.Covid 19 Help Desk and Field TechnicianRush University Medical Center and City of Chicago IEMA -Chicago, IL March 2020 - October 2020Building and maintaining computer systems and networks for local hospital (McCormick Place ACF,Metro South hospital) overflow of patients during Covid 19 pandemic.Troubleshooting errors, maintaining internet connectivity, running diagnostic tests, maintaining servers, repairing computer hardware, and providing technical support.Help Desk Support / Service Desk SupportRush University Medical Center - Chicago, ILAugust 2019 to February 20202nd and 3rd shift Support of mixed desktop environmenta)Assisting users with questions / difficulties navigating various applicationsb)Maintain Teamwork Desk by assigning and solving user ticketsc)Answer inquiries to help desk by phone, email and direct submissiond)Add new users to applications as assigned by leadership via active directory.e)Troubleshoot variety of issues including, but not limited to, user permissions, application of defined workflows, and other system questions1. Organization and Time Management Handles multiple projects and prioritizes deadlines.a)Assist leadership to identify and utilizes all resources available when priorities conflict or whenexternal challenges are lining up against the deadline. Must be able to clearly communicate the issue and be tenacious in finding resolution.b)Handles a fluctuating workload and prioritize during times of peak demand and conflicting priorities.Knows when to seek assistance to ensure deadlines are met and a quality product is delivered.Experience Windows imagingLead person of small team of technicians and field techs.Support Cisco WebExMS Remote Desktop Server 2012R2Software licenses with third-party vendorSupport 700+ end-users including sales, marketing and executives.Detailed work with third party vendors when required.Support requests through Service Now ticketing system, using clear and detailed communication. A curious and can-do mindset, where you learn more about the IT environment and tackle additional responsibilities.Active Directory / Group policyHelp Desk Support / Remote SupportMSP Sagin, LLC - Chicago, ILOctober 2017 to March 2019Software and hardware problems (e.g., setting up email, usernames, and passwords; operatingpersonal computer and software) active directory. O365.Maintains and Supports desktops, laptops and serversInstalls and upgrades, tests and configures work stations, peripheral equipment and softwarePerforms Backups, imaging & deploying of new machines/hardware upgradesSets up new usersSystem user access to systems and serversUpdates profiles, permissions, and maintains user accountSetting up internet, intranet and E-mail accounts (Office 365 and Outlook)Supports Internal networks, internet connectivity, and VoIP phones systemsMaintains Inventory of IT hardware and software assets and mobile devicesRemote support via phone, email, remote (RDP) and on-site to all users and clients.Tek Systems - Chicago, ILDecember 2016 to October 2017Help Desk Technician (Contract)ConAgra Foods, Inc - Chicago, IL June 2016 to December 2016Own Incidents and Service Requests which require in-person presence at the facilityProvide technical support for both local and remote usersConsistently ensure end-users are communicated the status of their request(s) and are aware ofexpected timeline to resolutionTroubleshoot and resolve/escalate issues with internal business applicationsInstall, configure and support various types of hardware including desktops, laptops, monitors,phones, peripherals and printersEscalate requests, where appropriate, to other IT technicians or engineersReport and update service requests in a timely, clear and concise mannerPartner with Systems Engineering team to implement system and infrastructure enhancements andchangesAssist in the on-going development of Technical Support knowledgebaseManage hardware inventory (desktops, laptops, tablets, mobile devices) at the facility to supporthardware needs throughout the organizationSupport company Food Safety efforts through commitment and compliance to SQF standard practProvide level 2/3 help desk support to its corporate end-users.Support 700+ end-users including sales, marketing, executives, and c-level attorneys.Self-assign tickets that are in the ticketing system, that is in our assigned group, and reach outto ConAgra's end-users and solve their problems in a timely fashion (on location or remotely), that doesn't go against the agreed upon SLA's.Send warrantied Lenovo ThinkPad laptops to IBM for repair.Computer asset management and disposal.Basic Cisco VoIP phone provisioning.Support Cisco WebEx and Cisco Telepresence meetings for town hall and corporate meetings. Inventory on-hand computer inventoried ConAgra assets.Inventory and ship de-commissioned technology.Technical Support (Contractor)BeaconHill Technology - Chicago, ILFebruary 2016 to June 2016Provide first, second and third level support and troubleshooting on personal computer hardware andsoftware on a network, Bloomberg terminal for finance.Respond to and analyze problems through discussions with users.Shadow end-users with remote administration to determine and resolve hardware, software, and/orsystem and technical issues, reducing the need for on-site service calls.Desktop Support/ Systems AnalysisSwoon Technology - Chicago, ILApril 2015 to December 2015 (Contract)Workday / O365 / SharePoint installation and backend support project.Backup to Systems Analyst support for Reimage laptops/System Center Configuration Managerupgrades/Software Center/Citrix VMware/Desktop Director/Network and local printer setup and troubleshoot/Bomgar and RDP/Group Policy/Change Management and CAB Reports.Commission and decommission servers, install and build new servers, make full use of the poweravailable to a server, as well as balance the cooling and weight distribution in the data-centers where the servers are located. Rack and Stack.Technical Support and Service Desk TroubleshootingUniversity of Chicago - Chicago, ILJanuary 2015 to April 2015(Contract)Provided onsite and remote assistance for issues related to computer systems Workday software.Insight Global - Chicago, ILUnited Stationers CompaniesMarch 2014 to December 2014CaterpillarDecember 2013 to March 2014Serviced over 2000 internal and external remote usersTroubleshoot problems with users' software, hardware and network connectivityImage new hardware for users including laptops, desktopsWindows 7 Project, migrated users to Windows 7 and verified profile and programs worked correctlyAT&T Technical Support Desk - Chicago, IL October 2013 to December 2013Provided computer help desk support via telephone communications with end-users.Computer Technical Analyst /Support DeskUnited Air Lines, Inc - Chicago, IL December 2010 to May 2013Serviced over 2000 internal and external remote users.Troubleshoot problems with user's software, hardware, network connectivity.Help Desk Technical SupportThe Law Office of Smith, Hemmesch, Burke, Brannigan & Guerin - Chicago, ILJuly 2006 to September 2008Provided telephone technical support for attorneys and staff with laptop computer systems, software,and hardware Office/Outlook/Word/Excel/PowerPoint.Accompanied attorneys to court to assist with organizing documents and present information togovernment officials and judges. Ran deliveries to other law offices in town as well as government buildings.United States Air Force502nd Air Force Band- Keesler AFB, MS / Interpersonal Communication / BandServed as a resource for new team members; provided information and aided them in obtaining specific support services such as transportation, child care, personal finances, healthcare, housing, etc. Established relationships with team members and their families to ensure understanding of expectations.EducationBachelor of Science in Computer Information SystemsNational American University - Chicago, IL May 2016CompTia A+ CertificationExams 220-1001 & 220-1002March 2021Associate of Applied Science in Information Technology and NetworkingWestwood College of Technology - Chicago, IL August 2014SkillsActive DirectoryHelp DeskMicrosoft WindowsServiceNowVoIP phone systemsPxe bootAccess managementDesktop Supportfield technicianOperating SystemsCitrixNetwork SupportComputer NetworkingLANIntuneAutopilotTime managementMicrosoft Excel SalesforceMicrosoft WordCustomer serviceMicrosoft OfficeSoftware troubleshootingTechnical supportMicrosoft Windows ServerMilitary ServiceBranch: United States Air ForceRank: E-3 |
