Technical Support Engineer adept at quickly resolving complex issues on both PC, Windows OS and newly acquired CCNA. 10+ years experience managing IT setup and service requests. Seeking Senior Support position with an industry-leading company.
Highlights
Certified Cisco Network Associate (CCNA)
Windows XP/7/8/10
Microsoft MTA Server 2008 Administration Fundamentals
Proficient with SCCM software pushes and remote control
DHCP/DNS Ethernet and Firewall proficient
Strong PC troubleshooting skills
Proficient in Microsoft Active Directory
Dean's list GPA of 3.8
ITIL
Foundation completion May 2016
Accomplishments
Received numerous thank you letters for customer service recognition and ability to work well with the other team members.
Experience
Systems Analyst II May 2013 to May 2015Mallinckrodt Pharmaceuticals - St. Louis, MO
Provided remote and deskside support
St. Louis Manufacturing Plant
Responsibilities included: desktop support team lead, managed and supported day-to-day desktop support of all business computers, network issues, IP troubleshooting, wireless troubleshooting, application issues, Intermec scanner support, AS400 Zebra printer support, HP network printer support
Project lead of the roll-out of 490 Windows XP to Windows 7 upgrades to meet Microsoft's XP deadline
Experienced with Symantec Ghost imaging tools, used Microsoft SCCM for remote troubleshooting and software pushes
Helped network administrator configure 79 Cisco switches and replace them within manufacturing environment
Configured and executed the rollout of 25 Kronos Clocks
Daily use of Microsoft AD to manage user accounts and computer accounts
Administered Windows 2008 site print server
Supported scientific research lab computers and instrument connectivity issues,
Configured and worked with BitLocker issues,
Maintained and processed tickets accurately while maintaining SLAs using Track-IT
Worked with manufacturing Gxp validated computers, trained in manufacturing safety and PPE requirements.
Worked well with all team members and always helped when needed.
Systems Analyst ll Consultant At Pfizer Inc January 2009 to May 2013Technology Partners - Chesterfield, MO
Provided the critical day-to-day IS support to scientific end-users.These responsibilities included laboratory support and scientific systems support (troubleshooting, system administration, reporting, development and implementation)
Set-up, maintained and troubleshoot interfaces with analytical laboratory instrumentation
Experienced working in Gxp validated environment
Experienced serving as technical liaison between end-users and software vendors
Supported Network connectivity, wireless networks
Upgraded 100 lab computers from Windows 2000 to Windows XP, Windows 7 image and Legacy application testing
Applications supported: Chemstation, Masslynx, ISA client configuration, 32 Karat, Analyst 1.5, ICE280,Citrix Client, Waters Empower Administration, Agilent HPLC stacks, SoftMax Pro, Wyatt Astra, Bartender, Supported remote sites, MS Netmeeting, SMS Admin console, MS Netsupport Manager, Microsoft Active Directory
Maintained Support queue using HP Service Center
Created Excel metrics for upper management to track queue service levels
Maintained McAfee updates and MS Service packs
Systems Analyst II March 2003 to December 2008Covidien \Tyco Healthcare - St. Louis, MO
Manage all functions of the Pc Configuration Center, Maintained high service levels, Led small team in configuration center and worked well with other team members, Provided advanced hardware\software troubleshooting support both internal users and outside sales reps, Supported LAN connectivity issues, LAN IP\DHCP\WINs issues, LAN Printer issues, Home Broadband VPN issues and wireless connectivity issues.
Supported Blackberry devices, Used remote tools SMS, Netmeeting and Microsoft remote Desktop\Terminal Server for troubleshooting, Microsoft Active Directory, Created Power Point presentation for Lunch and learn presentation, ISA client configuration, Evaluated and integrated new hardware configurations on Dell\HP desktops and laptops, RE-image\image desktops and laptops hardware, Symantec Ghost utilities, Windows XP image and application testing, Led and performed multiple large scale rollouts, Supported Scientific research lab computers, Supported OS Windows XP and Windows 2000 platforms, Microsoft Office suite, Microsoft Communicator and Multiple Windows based applications, Effectively communicated issues and concerns to upper management.
Used call ticketing systems Track-it and Remedy creating Excel SLA metrics for upper management, maintained asset tracking,.
Education
Associate of Applied Science : Applied Science, Network Design and Administration, December 2016Southwestern Illinois College - Granite City, ILNetwork Design and Administration with Certificate in Cyber Security Specialist
Bachelors of Science : ElectronicsSouthern Illinois University - Carbondale, ILElectronics
Associate of Applied Science : Industrial ElectronicsRend Lake College - ILIndustrial Electronics
Professional Affiliations
The Future Now-Quality Technician of the Year, Member-Southern Illinois University Electronics Association, Member- Rend Lake College Phi Theta Kappa
Certifications
CCNA
INCD1 Cisco Certified Entry Networking Technician
INCD2 Interconnecting
Cisco Networking Devices
ITIL Foundation completion May 2016
Microsoft MTA Server 2008 Administration Fundamentals
