Experience

Revantage, A Blackstone Portfolio Company

• United States
• Real Estate
• 400 - 500 Employee

• Service Desk Specialist

  • Oct 2021 - Present

  Dedicated service desk professional currently providing technical support in a 450+ user environment. Along with different port-co company's. Skilled problem-solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems. • Tracked inventory in database by creating excel spreadsheets • Install and configure software and computer systems. • Troubleshoot and resolve issues with software or hardware. • Walk colleagues or clients through steps to help them resolve their technical problems. •Managed IT new hire process from account creation and workstation build through deployment and user training. •Maintained an extremely high level of customer satisfaction with a combination of technical skill and exceptional bedside manner. Install, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performance. Document incidents, problems and requests in the company ticketing system (ServiceNow). Escalate critical incidents to Management as needed. Day-to-day-operational activities associated with shipping and receiving of IT hardware. Work with remote software TeamViewer , ConnectWise Order Company Phone Show less



Tyson Foods

• United States
• Food and Beverage Manufacturing
• 700 & Above Employee

• Help Desk Analyst/ Site IT Support Technician

  • Nov 2017 - Jul 2020

  • Successfully troubleshot and resolved end-user complications through research and effective follow up practices • Served as initial point of contact for customer inquiries, solved technical issues and escalated issues to appropriate support personnel • Provided exceptional service for multiple end users daily through assigned ticketing system • Support office 365 • Managed employee PC purchase program • Tracked inventory in database by creating excel spreadsheets • Install and configure software and computer systems. • Troubleshoot and resolve issues with software or hardware. • Walk colleagues or clients through steps to help them resolve their technical problems. Show less



Illinois Health and Hospital Association

• United States
• Hospitals and Health Care
• 100 - 200 Employee

• Desktop Support Analyst

  • Apr 2015 - Sep 2017

  •Managed IT new hire process from account creation and workstation build through deployment and user training. •Maintained an extremely high level of customer satisfaction with a combination of technical skill and exceptional bedside manner. •Documented Help Desk process and procedure in an IT manual to bring new team members up to speed quickly. •Performed regularly scheduled checks of network health, server sanity, and backup logs. Provided reports on a weekly basis. •Maintained IT equipment inventory with periodic audits and cleanup Show less



WellCare Health Plans

• United States
• Insurance
• 700 & Above Employee

• Computer Support Analyst

  • Feb 2015 - Mar 2015

  •Responsible for troubleshooting, installation, configuration and repairing computer systems. •Responsible for performing hardware and software maintenance on a regular basis. •Provides desktop support for all calls originated from the help-desk requiring assistance and ranging from issues with users able to connect to the LAN or WAN and using remote control tools to support local or remote users such as Team-viewer. •Performed diagnostics, troubleshooting of system issues, updated help desk tickets/resolved, and maintained equipment inventory spreadsheets. •Resolved desktop issues relating to the Operating System such as Windows XP, Windows 7, MAC OS X or higher and Network Connectivity. Show less



Kforce Inc

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Hardware Consultant

  • Jan 2008 - Jan 2015

  Working on Morgan Stanley Project. Which deal with replace there old IBM computer and upgrade to HP computer. With in that project I also handle Data Migration. With data migration I performed a set of customized programs or scripts that automatically transfer the data from there old computer to there new computer. Working on Morgan Stanley Project. Which deal with replace there old IBM computer and upgrade to HP computer. With in that project I also handle Data Migration. With data migration I performed a set of customized programs or scripts that automatically transfer the data from there old computer to there new computer.



Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Help Desk Analyst

  • Apr 2013 - May 2014

  •Handled 150+ daily inbound calls while providing superior customer service to customers as it pertains to account support, billing and technical support. •Made outbound service calls to resolve customers' problems and inquires, including but not limited to tech support and account information. •Ensured to compute all relevant information into customers account for future referencing. •Administered repairs, upgrades and completed configuration of PC's and related peripherals •Handled 150+ daily inbound calls while providing superior customer service to customers as it pertains to account support, billing and technical support. •Made outbound service calls to resolve customers' problems and inquires, including but not limited to tech support and account information. •Ensured to compute all relevant information into customers account for future referencing. •Administered repairs, upgrades and completed configuration of PC's and related peripherals



General Motors

• United States
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Help Desk Specialist - Tier 2

  • Feb 2012 - May 2012

  •Troubleshooted network connection related issues •Diagnosed errors, technical problems and determined proper solutions •Installed and configured printers and various network connected equipment •Followed all company procedures and protocols •Adhered to customer requirements and made appropriate recommendations •Built positive relationships with customers •Troubleshooted network connection related issues •Diagnosed errors, technical problems and determined proper solutions •Installed and configured printers and various network connected equipment •Followed all company procedures and protocols •Adhered to customer requirements and made appropriate recommendations •Built positive relationships with customers



Northwestern Memorial Hospital

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Information Specialist

  • Sep 2010 - Apr 2011

  Responsibilities: 1. Able to identify and organize tickets according to priority. 2. Distribute tickets to engineers and technicians. 3. Assist with fieldwork as requested. 4. Update and maintain company contacts. 5. Sets and loads computer equipment with required items and prepares computer equipment for operation. 6. Operates computer for purpose of providing information to requesting clients and/or engineers. Responsibilities: 1. Able to identify and organize tickets according to priority. 2. Distribute tickets to engineers and technicians. 3. Assist with fieldwork as requested. 4. Update and maintain company contacts. 5. Sets and loads computer equipment with required items and prepares computer equipment for operation. 6. Operates computer for purpose of providing information to requesting clients and/or engineers.



Advantage Technical

• United States
• Staffing and Recruiting
• 500 - 600 Employee

• Hardware Specialist

  • Sep 2008 - May 2009

  Replace old Desktop with HP Desktop. Work with diffrent company that has HP product. Replace old Desktop with HP Desktop. Work with diffrent company that has HP product.



International Academy of Design

• Higher Education
• 300 - 400 Employee

• Program Chair Assisted

  • Aug 2006 - Sep 2008

  Supports the Program Director with the oversight of day-to-day operations to ensure the delivery of high quality services consistent with service goals, established practices and systems, contract requirements and applicable regulations. Supports the Program Director with the oversight of day-to-day operations to ensure the delivery of high quality services consistent with service goals, established practices and systems, contract requirements and applicable regulations.