Gabe C. Email & Phone Number

Chicago, IL

Chicago, IL

• First point of contact for all IT related needs
• Log incoming calls, emails and voicemails from users in HEAT tracking system
• Troubleshoot, resolve and escalate workstation hardware and software issues
• Provide support for remote access, including Citrix remote access environment, Cisco AnyConnect VPN client and two-factor authentication
• Provide support for Desksite’s iManage Document Management System, including DMS how-to questions, access requests and document check-out/check-in problems
• Provision new phone numbers and perform phone system changes in Avaya Site Administration

Chicago, IL

• Provide level 2 support for the Windows 10 Migration Project
• Responsible for managing the Windows 10 Migration Project escalation queue in HEAT
• Troubleshoot, resolve and escalate level 2 Windows 10 Migration Project user issues
• Responsible for creating and documenting JIRAs for new issues
• Identify and report trends. Ensure team members are informed of current Windows 10 issues
• Provide overflow call coverage at the IT Service Desk

Barranquilla, Colombia

• Responsible for all aspects of configuring, supporting, maintaining and troubleshooting network, desktop, printer and scanner hardware and software.
• Managed and administered user accounts in Active Directory and Google Apps for Business
• Installed and configured productivity tools such as Microsoft Office and other desktop applications
• Trained staff to use Microsoft Word Mail Merge in conjunction with Microsoft Excel for printing contracts and other forms
• Designed company brochures in Microsoft Publisher and Adobe InDesign, and created Microsoft PowerPoint Presentations for prospective clients

Downers Grove, IL

• Provided phone technical support in English and Spanish to 5000 users, leveraging Remedy Action Request System, collaborating with on-site technicians to resolve customer issues.
• Administered and supported Active Directory user accounts, access controls and computer objects
• Diagnosed, resolved and escalated workstation, server and network equipment issues
• Provided support for Lotus Notes client in a Domino environment and Microsoft Outlook client in an Exchange environment
• Provided support for two-factor authentication mechanisms including RSA SecurID and Digipass as well as support for a VPN client
• Trained new support center personnel

Wheaton, IL

• Provided on-site and phone technical support for faculty and staff
• Trained and supervised new support center staff
• Responsible for ordering and installing replacement parts and upgrades
• Performed backup procedures including daily and weekly backup tape rotation and off-site storage