Contact Information:
- Full name
- Present and permanent addresses
- Telephone numbers
- Email address
Objective:
To excel in a long term position in technical support analyst utilizing my lengthy and broad experience in providing Windows desktop, intranet, and server hardware / software support that encourages collaborative teamwork.
Experience:
Helpdesk Analyst
UBS Global Asset Management, Chicago ,IL, August 2006 - Present
Migration roll out from W2k to XP responsibilities included:
- Documenting all application testing procedures
- Setting up test environment for user planning and scheduling of roll out
- Escalating and documenting issues as they arise with network support staff and other support groups
Help Desk Support Duties:
- Create user accounts and assign group rights using Microsoft server tools (ADS) Active Directory
- Support MS Office Suite related issues
- Wireless Connectivity support and configuration
- Manage Citrix Applications access thru group policies and ADS
- Managing customer expectations by ensuring applications are supported to agreed service levels
Network Support Analyst
BP Oil Americas IST Division Naperville, IL, August 2004 - August 2006
- Tracked user calls for resolution and escalation thru Remedy Helpdesk Software
- Supported (MDS) applications on trade floor resolved connectivity issues with MDS admin and or vendor
- Migrated users from w2k to XP
- Support and configure wireless connectivity
- Supported network connectivity issues at desktop level anything escalated would resolve with network team
- Deployed hardware with custom images to traders and support staff created with Ghosting software
- Inventory control thru tracking system kept accurate delivery of hardware to user with minimal delay
- Weekly update meetings to asses team progress on calls and focused on hot issues
- Educated user on environment upon receiving new Hardware deployed fact sheet with quick answers to common questions
Senior Technical Lead
University Health Systems Consortium, Oakbrook, IL, June 2002 - June 2004
- Provided Network and PC/Laptop support in a Windows 2000 /XP environment for 300 user base
- Responsible for setup, deployment and creation of PC images
- Created and updated documentation on all software and hardware setups for Tech Support staff
- Created and updated asset information and inventory using Helpdesk Software
- Kept vendor and support contact database for equipment and software
- Updated and created user account information via Active directory
- Maintained ghost Server with current updates, patches and images
- Tested and evaluated New PC Equipment for rollouts and replacements
- Created and updated user accounts using Active Directory
- Setup users on VPN and Dial up Connections
- Created and updated Print cues on Print server
- Maintained backups on tape media and kept log of daily routines
Senior Technical Analyst
McKinsey & Co. Consulting, Chicago IL, March 2000 - June 2002
- Provided technical support for over 600 clients in a Microsoft NT/Novell Environment for
- Windows 2000, 98 and various software applications
- MS office Suite support
- Novell Client Administration support Ver. 4.8
- Configured printers and HP Digital senders on Network
- Lotus Notes R5 configuration and client setup for email and databases
- Responsible for Setup Configuration of PC and Laptop Templates using Ghost software
- VPN setup and support using a Nortel VPN Switch
- Video Conferencing Administration and Scheduling
- Video Conferencing setup over Trunk lines using Point-to-Point and Multi-Point Protocols
- Support for Palm Pilot Vx OS and Easy Synch with lotus notes
- Priority one conference bridges and data collection for trouble spots resolution
Education:
Dervry University Chicago Campus
From: 11/1997 - 10/2001
- Pink Elephant Chicago
- Foundations of ITIL Essentials
- Computer Information Systems (CIS)
- Bachelor of Science
