Neal A. Email & Phone Number

United States

United States

Lake Forest, Illinois, United States

Lincolnwood, Illinois, United States

● Prioritized mission critical issues on the help desk● Left with a 98 percent satisfaction rating● Set up Office 365 and Teams accounts for onboarding and offboarding.● Manage and assign phone numbers according to department● Published apps, managed/updated devices and ensured compliance via InTune (Endpoint Manager)● Managed a refresh project of 60 older computers and servers, rolling out Windows 11 and Server 2022 respectively● Monitor Veeam backups, resolving errors● Build and provision servers and configure tablets to run analytics● Took ownership of projects such as resolving ana 6 year problem caused by a third partyprogram● Create and manage AD groups and led patchdays● Root cause analysis mentality for fixing issues● Managed a refresh project for upgrading or replacing 31 Thin Clients● Researching new ways to reduce the overhead cost, letting the team focus on more critical tasks/projects● Resolved issues remotely,experience with TeamViewer and bomgar

Vernon Hills, Illinois, United States

● Install, configure, and upgrade operating systems and software, using standard business applications as well asCDW’s proprietary software packages.● Install, assemble, and configure computers, network infrastructure components such as rack enclosures and relatedhardware; pull, rewire, and label cables inside rack enclosures.● Troubleshoot problems with computer systems, including hardware, software, network, and peripheral equipment.● Configure and test every system to ensure 100% quality.● Communicate with Account Managers and customers regarding their specific network configurations.

Warrenville, Illinois, United States

- Asset management through Jira creating objects and assigning them past and current users, history, and details e.g., manufacturer, model, processor, ram, OS, purchase date, cost- Managing help desk, assigning service requests, and creating KB articles- Creating and provisioning new users through AD assigning security groups and placing in defined OUs- Receiving and Imaging laptops, desktops and handhelds for end users and shipping them out. - Coordinate with 3rd party vendors for printer maintenance, asset disposal and RMAs- Logs all customer requests, issues, and interactions within the service management system

Chicago, Illinois, United States

- Provide technical support at the service desk for service incidents and user issues via phone, Microsoft Teams and email. - Drove requests towards resolution with every contact, gathering pertinent data for Product Engineering when necessary.- Exceeded service level agreements and met KPIs by utilizing time management and demonstrating case ownership to ensure a positive customer experience.- Work closely with the Product Engineering team for backend adjustments, Design Change Requests, or for clarification regarding new technologies.- Use internal diagnostics and a reproductive enterprise environment for troubleshooting customer issues, provide root cause analysis, and swiftly deliver engineered solutions to reduce financial loss.- Support customers using tools such as Microsoft Teams to provide live documented walkthroughs on proper procedures, implementing best practices to reduce downtime.- Collaborated with my team and Leadership to provide resolutions share ideas.- Implement and maintain a working Hybrid Exchange environment using Azure AD connect and Windows Servers 2016/2019.- Experienced with Microsoft 365 Admin Center, Exchange Admins Center, Microsoft Security & Compliance portals and (Azure) Active Directory (portal) for account provisioning and GPOs.