CERTIFICATIONS

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Graduate School of Business/University of Chicago Chicago, IL

May 2003 to Present

Senior Helpdesk Analyst

· 4 years telephone computer support, onsite service, and account management

· Troubleshooting of simple and complex computer issues

· Assisted students, staff, and faculty

· Familiar with Windows XP and Mac OS x

· Supported Office 2003, Office 2007, and Office 2004 for Mac

· Used Heat call management system to track issues and assets

· Created accounts for staff, alumni, and faculty

· Assisted in creating documents for users to follow to use standard programs and systems

· Served as on call for off-hours support in a standard rotation

Compuware Corporation Itasca, IL

February 1997 to October 2002

Help Desk/Support Consultant

· Compuware: Coordinated moving of computers to new office, designed and set up new lab in office, in addition to assisting local users with computer problems. Installed new server in office to replace malfunctioning server, as well as configuring laptops to replace broken or outdated equipment. Responsible for maintaining proper backup schedule for server.

· 5 years on telephone computer support, onsite service, and server admin

· Installation and configuration of PCs, including formatting and application installation

· Familiarity with several computer operating systems/software, including:

· Windows NT/2000 Server and Workstation/Professional

· Windows 3.1/95/98

· Light UNIX

· Bindview audit software

· Apple Macintosh

· Help Desk monitoring software

· Excellent troubleshooting skills

· Oranized and configured lab space in new area

· Excellent communication, written and oral, skills

· Support of Palm PDAs

· Administration of users, groups, storage and backups in a Windows NT environment

· Experience in configuration and repair of servers, laptops, and desktop systems

· Upgrading and maintaining home built computers and server

· Scotts, Inc. St. Louis, MO

Help Desk Technician/Site Lead

Instructed users on the use of systems in the process of upgrading to Windows 2000, answered questions on applications and resolved any problems that occurred during the upgrades, including file transfer problems, email issues, and specialized application issues. Coordinated server replacement with corporate, and ensured users’ accounts were configured in the directory. Replaced servers in offices and requested additional equipment for users when required.

· Spiegel, Inc. Downers Grove, IL

Help Desk Support

Responded to help desk tickets to resolve user problems’, as well as providing assistance in moving computers and installing new computers for users. Maintained database on current inventory and provided reports to members of the help desk staff upon request. Responsible for giving basic training on the systems to users.

· Accenture, Inc. Northbrook, IL

Help Desk Project Technician

Help Desk project to convert users’ computers from Windows 95 to Windows 2000. Backed up users’ data, loaded the operating system and reloaded the users’ data, making certain that their necessary software functioned properly. At the end of the project, transferred to a help desk for internal projects. Assisted in resolving users’ issues, getting user IDs created, and delegating tickets to local support team members for on-site visits, such as hardware problems and software installs.

· Firstar Information Services Milwaukee, WI

Branch Team Lead

Team Lead for system replacement project, assigned to organize computer replacement for a branch and assist other local teams in upgrading other branches. Reported to corporate on server, printer, and local computer status. Coordinated hardware return to central depository for proper audit of company assets.

· FTD, Inc. Downers Grove, IL

Help Desk Support

Provided help desk services for member florists using proprietary FTD software and equipment. Performed remote troubleshooting of florists’ systems whenever possible, tracked orders passing through the system, and provided over-the-phone training on how their system works.

· Options Clearing Corporation Chicago, IL

Y2K Compliance Technician

Assisted the help desk in upgrading computers to Year 2000 Compliance on a Windows NT network, including installing Windows NT Service pak 4, Office 97 Service Pack 2, among other programs. Reformatted and installed operating system software along with necessary applications when required

· Pepsi, Inc. Rolling Meadows, IL

Help Desk Technician

Upgraded software, installed new computers replacing older, non-compliant systems, and educating the users with the operation of new computers for year 2000 compliance. Submitted reports on number of computers on location, number needing replacement, and additional hardware required for compliance.

· Searle/Monsanto, Inc. Skokie, IL

Help Desk/Support Specialist

Performed help desk on-site support to clients in addition to telephone support. Moved up to help desk, answering phone calls from internal employees for technical support issues. Received recognition by providing excellent customer service, in addition to meeting service-level metrics. Also responsible for 1^st level UNIX support including creation and deletion of UNIX accounts. Troubleshot problems over the phone, supporting Windows 95, Windows NT 4.0, and Macintosh computers. Promoted to systems access, creating accounts for new hires or for current employees on Windows NT, Novell, UNIX, Vax VMS, and CC:Mail. Also unlocked accounts for users calling in on the phone.

July 1996 to December 1996

National Tech Team Hoffmann Estates, IL

· Lucent Technologies Naperville, IL

Login Administrator

Responsible for creating, disabling, and resetting accounts, in addition to responding to trouble requests from the help desk regarding user accounts. Managed space on server for client files and assignment for individual fax numbers. Monitored server backup systems, confirming that backups took place at the assigned time, without errors, and that the proper tapes for backup are inserted, working extensively with Windows NT 4.0 and Windows 95.

August 1994 to July 1996

Zenith Data Systems Buffalo Grove, IL

Technical Consultant

Extensive phone-oriented technical support for both desktop and server systems. Assisted customers in configuring RAID arrays, operating systems, and adding hardware or software. Heavy troubleshooting of customer problems including replicating customer problem with given hardware and providing solution. Formally trained in operating and configuring Windows NT and Windows 95. Extensive support of DOS 4.0 and above, Windows 3.x, Windows for Workgroups 3.xx. Experience with a variety of software packages such as Microsoft Office, Microsoft Word and others for Windows. Familiar with Novell Netware and Lotus CC:Mail.

EDUCATION

· Bachelor of Science in Computer Information Systems from DeVry Addison, IL

TECHNICAL SUMMARY

Help Desk/Support Consultant

National Tech Team Hoffmann Estates, IL

Zenith Data Systems Buffalo Grove, IL

Technical Consultant