Joy Olson Email & Phone Number

Chicago, IL, US

Greater Chicago Area

• Began tenure as dedicated Help Desk team member. Remotely resolved support issues with hardware, software applications, and mobile devices predominantly for the US and Asia Pacific company employees.

Greater Chicago Area

Greater Chicago Area

• Worked with doctors, nurses, and hospital staff to migrate their systems to the new Northwestern Medicine domain.
• Resolved a wide variety of technical issues.
• Traveled to Northwestern Medicine facilities throughout northern Illinois to support the migration.
• Project completed in December 2017.

Chicago, IL

Evening/weekend IT consultant for HP at JPMorgan Chase Chicago regional headquarters.

Chicago, IL

• Managed the migration process of the end-user computer systems and related resources to the new KCG domain for all employees in the Chicago office. This project had two phases including migrating all users to the KCG.
• Interviewed managers and traders to determine resource permissions for new AD security groups and design folder structures within the new domain.
• Worked with the DBAs and developers to insure access to all databases that may have existed in the old domain.
• Determined developer and trader technical requirements and build replacement machines meeting their needs. Migrated the data for each user to their replacement KCG build machine.
• Provisioned VDI instances and train end users on VDI usage, as well as troubleshoot issues.
• Supported Chicago office traders and employees with a variety of other technical issues as needed.

Chicago, IL

• Provided IT support to the trading, investment banking, municipal finance, and wealth divisions of the Chicago office as a member of a dispersed national team.
• Supported Windows desktops, laptops, software, Blackberry devices, Mac systems, and IPhones.
• Administered Active Directory for the Chicago office.
• Administered Blackberry devices using the Blackberry Enterprise Server.
• Supervised the on-site hardware technician.

Oak Brook, IL

• Systems Lead, Xerox Business Services, LLCMarch 2012 - February 2015
• Provided in-person and remote IT Executive Support exclusively to the Officers of McDonald’s Corporation from Vice Presidents through the CEO at the Oak Brook, IL headquarters as the senior member of a two-person.
• Recommended, ordered, configured, and supported all new technology, including Lenovo and Mac laptops, mobile devices, McDonald’s proprietary applications, the Microsoft Office Suite, and VPN.
• Managed Executive tickets that were assigned to other teams.
• Provided any VIP after-hours and home visit support as needed.
• Developed Executive Support processes, trained and mentored new staff, and wrote customer and team documentation for all Executive Support processes.

Evanston, IL

• Remotely supported the networks and IT infrastructure of the company’s MSP customers using comprehensive monitoring tools, including servers, PCs and switches.
• When issues were detected, worked independently or with vendors to resolve them.
• Assisted with new customer onboarding by documenting all aspects of customer networks and determining recommendations for new products and services.
• As administrator of the company’s ticketing system, reviewed all team members’ tickets for correctness and timely resolution of issues.
• Acted as asset manager for hardware and software used by customers.

Chicago, IL

• Functioned as the IT Manager for the Disney Wideload Games studio in Chicago.
• Reported to the Disney Director of IT in Glendale, CA.
• Provided IT support for a production environment of 30+ game developers and studio executive staff.
• Maintained all network infrastructure (including switches, servers, and routers).
• Supported the IT needs of visiting Disney executives.
• Built a graphics rendering server farm for more efficient production of game scenes.

Chicago, IL

• Provided application support of the company’s proprietary shipping software.
• Worked with end users, detected defects in the software and worked with the QA team, database administrator and software developers to resolve issues in a timely manner.
• Wrote user documentation for software version releases.
• Initiated the support role for this company, joining the company as a contractor when it was a small start-up (30 employees) and contributed to its growth into a publicly-traded corporation (800+ employees).
• Sole desktop support engineer, responsible for the troubleshooting and complete resolution of all user hardware and software issues.
• As a domain administrator, maintained AD and Exchange accounts as well as server maintenance.

Northbrook, IL

• Served as administrator for the company’s network and servers and handled desktop support.
• Managed 5 servers including setup, monitoring and performing backups.
• Supported 250 users across the U.S. with PCs and peripherals, software issues, Blackberry devices, Cisco VPN and phones.
• Repaired and upgraded equipment and coordinated parts replacement with vendors.
• Traveled to company manufacturing plants as needed.
• Completed a variety of special projects as assigned by the Director of IT, including working with vendors on network upgrades and purchasing specialized software for enterprise-wide use.

Northbrook, IL

• Supported 350 end users (including an active stock trading floor) with hardware and software issues in a strong customer-service oriented environment.
• Provided technical support via phone and desk side.
• Installed PCs, printers, and Blackberry devices, and facilitated repairs of non-working equipment.

Chicago, IL

• As the lead tech, represented Hewlett Packard to five RR Donnelley Company Chicago-area sites while managing a team of up to seven technicians.
• Performed the complete refresh of hundreds of older leased desktops and laptops with new HP equipment.
• Had sole responsibility for two entire locations on rollout plan. Migrated all end-user data and resolved all related technical issues in the process.
• Completed project in the Chicago area ahead of schedule.

Deerfield, IL

• Responsible for supporting 200 users at the corporate headquarters, including the CEO and President.
• Responsible for troubleshooting software, hardware and networking issues in a Windows XP environment.
• Resolved desktop user issues while meeting or exceeding established service level agreements.
• Installed, upgraded, and repaired PCs, Blackberry devices and printers.
• Supported and administered Oracle-based E-Trade stock plan system.
• Helped bring the firm's disaster recovery center online as part of a team that installed and maintained servers, routers, switches, cabling and related component parts as needed.

Niles, IL

• Implemented first desktop support function for the company and handled all day-to-day IT support needs for three printing plants operating 24/7.
• Responsible for providing ultimate resolution of both hardware and software issues.
• Deployed new PCs, laptops, servers, and printers, and performed repairs when needed.
• Set corporate standards for most IT equipment and purchased same.
• Developed training programs and conducted training classes for personnel on MS Windows and Office.
• Administered the corporate Netscape e-mail system (Netscape Mail running on Solaris 8).