Provided First Level & One Touch Technical Support Throughout Rush’s Various Locations Remotely During Peak Hours & Off-Hour Support, as well as being Sole Technical Support Throughout Rush’s Various Locations Twice WeeklyUsed ServiceNow Ticketing System to Notate & Log Caller’s Problems, Identifiers, Location, and Troubleshooting StepsProvided Solutions Within the Confines of a First Level Help Desk TechnicianDirected Callers and their Ticket to Personnel in Specialized Fields of Discipline to Provide Suitable SolutionsDetermined the Severity of each Situated Called and Provided Level of Severity in the TicketsOpenly & Honestly Communicated with the Users the Steps to Resolve Their Problems, and Performed Escalation Exercises if Necessary, Following Protocol to Ensure the User and/or Effected Systems were Managed ProperlyCommunicated Between Different Disciplines to Ensure Reasonably Timed Resolutions to SituationsAssigned Users into the Organizational Units & Groups, Depending On Their Needs and ResponsibilitiesUtilized Windows Remote Assistant to Remote into Workstations, Laptops, and Workstations On WheelsUsed Citrix Director to Remote Into Citrix Virtual Environments (VDI) to Troubleshoot Issues Within the Environments, Including Remote Shutdown of Programs & the VDI If NecessaryReconfigured the User’s VDI Profiles when NecessaryPerformed Installations of Certain Programs & Drivers that did not Require Administrative AccessManually Mapped Network Resources If the User Previously Had Access

My wife died Sept. 13, 2017, and she was still pregnant with my daughter. My daughter was saved but was severely brain damaged from lack of oxygen. She has cerebral palsy and is practically a quadriplegic and is non-verbal. I was her caregiver along with my father and home nurses. Since my father was working I elected to stay unemployed to be with my daughter and my older two sons full-time. Now my father has retired so we decided to shift responsibility until he is not physically or mentally capable of caring for her and my two older sons.

Desktop Support for Users in a Variety of IndustriesInstalled Software Related to their DisciplinePerformed Monthly Diagnostics and Testing on Servers at the Client’s Networking Closets andServer RoomsReplaced Hard Drives, Solid-State Drives, Memory Modules, Graphics Cards, CMOS Batteries,Laptop Battery Unites, UPS’s, Wireless Routers and WAPs, and SwitchesConfigured Wireless Routers, WAPs, Switches, and ServersInstalled Windows Servers and ESXi ServersConfigured RAID ControllersConfigured Multiple NICs to Team TogetherInstalled Windows Active Directory on a Mixed Windows EnvironmentConfigured Scanners and Dental X-Ray MachinesPerformed Maintenance and Performance Improvements on Laptops, Desktops, and Servers

Assigned users into the groups and assigned groups to network resourceDisabled User Accounts within Active DirectorySetup Dell Laptops and Tested Their Connectivity to both the Guest Wireless and Secured WirelessNetworkInstalled, Configured & Tested SonicWall application on LaptopsWorked with VNC to Remote into Workstations, Laptops, and Workstations On WheelsManually Mapped Network ResourcesCommunicated with Different Vendors for Troubleshooting Equipment and SoftwareSetup Projectors for Executive PresentationsSetup a Training Facility with ThinClients, Monitors, Keyboards, Mice, and Surge ProtectorsPerformed Back up and Restores of User ProfilesInstalled Necessary Programs and Updates to Each Desktop Re-ImagedRe-installed Software Depending on the Roles of the Users

Re-Imaged Macbook Pro laptops and iMac desktopsBacked up and Restored User ProfilesRe-installed software depending on the roles of the usersPulled Images from Apple Servers from Remote LocationsPulled Printer Drivers from a Novell Print Server GUI for Printers Located on Different floorsUtilized their Ticketing Systems to Determine what Laptops and Desktops to Re-imageUsed the Ticketing Systems to Contact the Users to Arrange Dates and Times for the Re-imaging to Take Place.Performed Relocation of Equipment to Different Locations Depending on the Order Received via the Ticketing System.Performed Decommissioning Procedures Including Removal of Devices & Used the Ticketing Systems to Update InventoryCommunicated with Users for Information Regarding Their Login Information for their Computers, Lotus Notes Accounts, Outlook Accounts, and Secure Wireless Access.

Maintain the network infrastructure of the Chicago Backup Hub for the Spacenet network.Perform rollovers to and from the Chicago Backup Hub in order to maintain connectivity for Spacenet clients.Monitor all network activity over the Hub and remote satellite dish transeivers.

Maintain Various Graduate Admissions Databases:RPlus Xtender Fire Engine Red Extinguisher Recruiter (built ontop of Microsoft Dynamics CRM) Intent to Enroll database (built ontop of Microsoft Access Database) Replace Monitors, Keyboards, Mice and PC when they malfunction Transfer Data from Old Images to New Build Installed Windows 7 onto New PC Builds Customized Each Build According to Each User's Position Customized Virtual Machines with XP Images on Windows 7 64-bit Machines Customized Remote Desktop Connections for Telecommuting Users Troubleshooting Desktops, HP Scanners, Canon MFP's, and HP Network Printers Imaged a Dell Server with Ubuntu Installed Gnome GUI and SQL Database on the Ubuntu Server

Support users in troubleshooting different technical problems in hardware and software.Perform maintenance on user's PC's, printers, monitors, and other peripherals.Build customized PCs in accordance to Metra policies and stanards.Destroy Metra computer and networking equipment in compliance with Metra policies and standards.Perform maintenance on network printers and MFPs.Travel off-site to remote locations still within Metra's domain to perform installations, repairs and removal of equipment.Perform 1st and 2nd level troubleshooting for network connectivity.

LaSalle Bank/Bank of America Transition ProjectTravelled to Satellite Branch Banks Formerly of LaSalle Bank Throughout Illinois and MichiganLead Teams to replace IBM MICR Readers and ValidatorsInteracted with HP Control to Upload the Drivers from Their Servers to the Local ServersRan VB Scripts to PING New Devices, Computers On the Network, and the Cash Despenser MachinesInteracted with and Assisted Bank Tellers, Bank Managers and the Bank of America On-Site Support During Transition from the Old System to the New SystemPerformed Troubleshooting of Any Faulty Equipment On-Site Within the Project’s ScopePerformed Documentation and Online Logging of All Equipment Installed, De-Installed, Troubleshooting Tickets and Clean Up of the WorkspaceIn Charge of Determining When the Site was Considered Complete.LaSalle Bank/Bank of America Transition PC Refresh:Replaced Computer EquipmentTravelled to Remote Locations Throughout ChicagolandRemoved Out of Warranty HP Workstations, Monitors, Keyboards and MiceInstalled Newly Leased HP Workstations, Monitors, Keyboards and Mice Removed Out of Warranty Laptops, Docking Stations, Monitors, Keyboards and MiceInstalled Newly Leased Dell or HP Laptops, Docking Stations, Monitors, Keyboards and MiceUtilized the LDMT Tool to Migrate User ProfilesMapped Network Drives and Network Printers to the New MachinesLogged and Tracked Old and New Machines on Bank of America’s BART Tracking System.Performed Any Troubleshooting Required During the Migration Process.