Resume of Technical Support Specialist

Title
Technical Support Specialist

Primary Skills
Troubleshooting/Problem Solving, Packaging applications, Anti-virus A...

Location
US-IL-Park Forest

Posted
Jul-08-08

Technical Support Specialist

SUMMARY
Technical support specialist offering many years of solid IT experience with major companies providing support and training for a wide variety of software and hardware for both end users and IT staff.

Experienced in packaging applications for firmwide deployment, and worked frequently on major upgrade projects including OS and image upgrades.

Provided level three application support for IT staff in both local and remote offices including those in other countries.

Administered firm-wide anti-virus software management system, authored best practices documents for anti-virus troubleshooting and provided primary support for anti-virus software as well as for virus outbreaks.

Designed and implemented training classes for a wide variety of software applications. Routinely traveled to numerous remote offices to conduct full day training classes and also provide technical support for local IT personnel.

RELEVANT SKILLS
* Technical Support, Troubleshooting/Problem Solving
* User Training and Support, Application Packaging
* Microsoft Word, Excel, PowerPoint, Visio, Outlook
* McAfee ePolicy Orchestrator, McAfee VirusScan Enterprise
* Microsoft Windows, Microsoft Internet Explorer
* Adobe Photoshop, Pointsec PC, Ghost

EXPERIENCE HIGHLIGHTS
Desktop Integration Specialist - 1995 to 2008
Sidley Austin LLP, Chicago, Illinois
Over the years I had a number of different responsibilities including email administrator for Microsoft Mail, administrator for McAfee's ePolicy Orchestrator. Level three support for a number of applications including Funk Proxy, Windows XP, Internet Explorer, McAfee VirusScan Enterprise and Pointsec for PC. Heavily involved in all major OS upgrade projects as well as other special projects.
* Created and maintained the firm's client computer images for eight years.
* Defined the firm's antivirus needs and administered the firm's antivirus system with McAfee's ePolicy Orchestrator for several years, while providing primary support for McAfee VirusScan Enterprise.
* Authored a set of processes, and best practice procedures for dealing with virus outbreaks.
* Assisted with planning, implementing, and testing systems for numerous major firm-wide software upgrade projects.
* Created and managed employee network and email accounts for several years using Microsoft NT and Exchange.
* Assisted with planning, implementing, and testing of each new OS upgrade project.
* Developed and wrote procedures and best practice guides for troubleshooting problems with various applications for IT support teams.
* Evaluated new software and hardware to determine compatibility with existing software and hardware.
* Headed the project for evaluating, testing and implementing software for end user anti-spyware solutions.
* Extensive use of WinInstall and Wise for application packaging.
* Provided primary support for Adobe Photoshop

Software Specialist and Training Coordinator - 1992 to 1995
Coopers & Lybrand, Chicago, Illinois
Technology trainer for the firm's Midwest region offices as well as provided support for both software applications and hardware.
* Developed and taught computer software training classes for a wide variety of applications including: Windows, Ami Pro, WordPerfect, Lotus 123, Freelance Presentation Graphics and various in-house applications.
* Provided software and hardware support for the Chicago office and other offices in the Midwest region as required.
* Developed and maintained a system of keeping records of software and hardware to insure compliance with licensing agreements.

Computer Support Specialist - 1989 to 1992
Hayes and Associates, Inc., Matteson, Illinois
Provided technical support for all software applications. Also responsible for maintenance and technical support for all office PCs and printers.
* Trained office staff on use of computers and wordprocessing applications.
* Advised management on purchases of software and hardware according to needs.

EDUCATION
Diploma, Computer Technology - 1992
Computer Learning Center of Chicago, Chicago, Illinois
GPA: 4.0

Parks College of St. Louis University, Cahokia, Illinois
Majored in Aviation Science.

Certifications
See above


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