Resume of Desktop Support

Title
Desktop Support

Primary Skills
Consultant, Desktop Support

Location
US-IL-Chicago

Posted
Oct-26-07


QUALIFICATIONS:

Technical Writing, Helpdesk End User Support, Cisco Routers & Switches, DB2 Man, Oracle, Peoplesoft, Windows Server 2004, Web Development, Windows Workstation Admin, LAN/WAN, RDP, AD, SMS, ITIL, GPOs, AD Groups, TCP/IP, SAP, Installation of Windows XP OS, Sym-ghosting, Imaging PCs, Windows Updates, Patches, 2 years support experience with Microsoft Office, Windows XP, e-mail and Network printing.

EDUCATION:
International Academy of Design & Technology Chicago, IL
Bachelor of Applied Science in Information Technology
Obtained the Smart Grant for GPA of 3.0, graduated June 2007

PROFESSIONAL EXPERIENCE:

ThomasGont Enterprises Inc, Chicago, IL Jul 2007 -- Oct 2007
Customer Support Specialist, (Contract Job)
• Provide 100% phone support for Levels 1-3 Break/Fix Help Desk support for many users in the CPS Central Office, Remote/Satellite Offices and all 600+ public schools.
• Troubleshooting calls, recording trouble tickets, escalating tickets to technicians as needed.
• Maintain an approximate phone fix rate of 85%.
• Specially assigned high priority executive calls.
• Use & support of special programs created exclusively for Chicago Public Schools.
• Support programs such as Windows 9x, 2000, XP Office '97, 2003, Internet Explorer, & Adobe Acrobat.
• Password resets and instructed users to systematic procedures.

T Systems North America, Inc., Lisle, IL Mar 2007 -- Apr 2007
IT Specialist-Henkel Support Center (Contract Job)
• Provide quality first-level support to customers and act as liaison with second and third level support both internal and external. Log trouble tickets/calls from the customer in Remedy tracking software.

Cook County Treasurers Office, Chicago, IL Nov 2006 -- Jan 2007
IT Support- IT Operations Center
• Symantec Ghosting, Microsoft Updates, Imaging PCs, Windows Activation, Upgrade RAM, Create Spread Sheets & Documenting, Goggle Error Codes, build client machine using drives on domain.
• Provide support to clients, log trouble tickets, and resolved clients issues.

Enterprise Rent a Car, Lombard, IL Nov 2004 -- May 2005
IT Support-Enterprise Support Center
• Provide support to the satellite branches in the Chicago Metro area and suburbs. Log trouble tickets and took calls from the client to resolve their issues.

ORGANIZATIONS:
United States Marine Corps, Honorable Discharge
United States Army Reserves, Honorable Discharge

Certifications
See above


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