IT Support• Provided support to end users on issues such as software, hardware, peripherals and network connectivity. • Performed Windows 10 migration / upgrade• Performed installations of new PC hardware, upgraded existing hardware, and diagnosed and resolved hardware/software.• Installed peripheral IT equipment• Troubleshot and resolved upgrade issuesCyber Security• Completed study for version 6 Security Pro course by TestOut. Version 7 course study is in progress to learn additional material added for new certification exam such as cloud technology.

• Responsible for responding to wide range of Security Operations Center events for U.S. and international offices; investigating each, taking appropriate actions to remediate, and document findings. Event types include phishing, unauthorized scanning, web activity, malware events, and other unusual activity events.• Utilized Firm systems and applications such as, Active Directory, McAfee Proxy, Mimecast Email Gateway, Crowdstrike Falcon, Tenable Nessus, and public threat intelligence resources to investigate security events.• Worked with Managed Security Services Provider in response to security events to tune alerts when necessary.• Implement system changes to remediate or protect from other security events, in accordance with change control processes.• Analyze security event activities and correlate information from vulnerability scans to determine risk and direct remediation activities for system stakeholders.• Document and maintain daily analyst activities in runbooks.

Imaged and re-imaged laptops and workstations with Windows 10 using SCCM, and updated using the Software Center and the Application Catalog. Migrated users from “end of life” laptops to recent model laptops. Verified and updated new equipment in Asset Management system. Created new Change Requests, scheduled migrations, emailed user notifications and checklist, performed interview of applications, tools, custom configurations, and mappings. Moved Windows profile from old to new Windows 10 system, and followed up with end user. Updated old equipment info in Asset Management system, updated and closed Change Requests, and updated project spreadsheet. Provided end-user support through assigned Remedy tickets. Performed equipment inventory and spreadsheet reporting.

Global Support Analyst II, Ardagh Group, Metal Beverage (Previously REXAM PLC, Bev Cans), Chicago, IL, 2016 - 2017

Global Support Analyst II, Ardagh Group, Metal Beverage (REXAM PLC, Bev Cans), Chicago, IL, 2012 - 2017Provided desktop support of Microsoft Windows 7, 8.1 and 10, Office, Outlook, and core applications for users in the offices, remote sites, and engineers and sales staff with home offices throughout the country on a Microsoft enterprise network.• Successfully implemented migrations from XP to Windows 7 for approximately 350 users.• Exceeded team SLA goal on incident performance of 85% by achieving 87.8%.• Coordinated new network SAP printer configuration setups at plants.• Executed IP phone system support.• Increased workflow efficiency of IM by editing and expanding the S3 support matrix.• Trained and mentored 5 new support analysts.• Proven Team player skills, with IT and ITIL experience in a global operations environment.

Global Support Analyst, REXAM PLC, Home & Personal Care and Medical Devices, Buffalo Grove, IL, 2007 - 2012Provided desktop support of Microsoft Windows 7, Office and Outlook for users in office, remote sites, and home offices on a Microsoft enterprise network.• Coordinated new network SAP printer configuration setups at plants.• Administered Mobile Device accounts with Sprint and AT&T, and provided iPhone and iPad support. • Managed Dell computer account for HPC and Medical Devices.• Established IT Procurement process for HPC and Medical Devices. Coordinated with business units, vendors, finance and IT counterparts for quoting, purchasing, and Inventory Management.• Initiated Inventory Control Process for computers and saved company over $100,000.• Coordinated with HR and managers to institute a mobile device return policy which saved the company thousands of dollars.• Orchestrated management of engineering graphics and Adobe application licenses. • Executed PBX with Intuity voicemail & IP phone system support.• Increased workflow efficiency of IM by editing and expanding the S3 support matrix.

Network Support Analyst, TEK Systems, Schaumburg, IL, Multiple Assignments, 2006 - 2007Provided first and second level Helpdesk support, support of Microsoft Windows XP, Office (Word, Outlook, Excel), network printer/scanner support. Network support – Assisted with issues involving permissions, connectivity, application usage, troubleshooting. Helpdesk call management and ticket resolution. Management of Active Directory entries for users and computers. Imaged desktops and laptops, troubleshot hardware, OS, and core applications.• Restructured IT Procurement and added more vendors to the process to give more options and potential cost savings.• Managed network servers.• Imaged laptops and workstations for laptop replacement/data migration projects.• Provided migration support during Eudora to Outlook email migration project.• Investigated & verified network jack locations, and created an Excel report for network management.• Committed my skills to SAP upgrade project.

Desktop Engineer, Global Enterprise Network Consulting (Previously Global Network Solutions, Inc.), St. Louis, MO, Multiple Assignments, 2005 - 2006Desktop and Network Support of Small/Medium Businesses in Missouri and Southern Illinois, and home visits. Desktop support of Microsoft Windows, Office, and Dental software/hardware, workstation builds, rebuilds, ghosting, OS upgrades, maintenance-disk cleanup, Windows update and defrag, troubleshooting, repair and security software support. Installation and configuration of wireless PC LAN cards and USB sticks, and other hardware. Respond to trouble tickets, evaluate and resolve PC issues.• Performed Network Security & Vulnerability Audits. • Proactively advised and pushed out enterprise anti-virus software updates.• Delivered IT equipment moves for entire company offices, and configured workstation hardware and software. • Installed, configured and tested VoIP office phone systems during implementation projects. • Designed and gave user-friendly presentations on VoIP phones to client employees.

Network Systems Analyst, AT&T (Previously SBC Communications), Infrastructure Server Operations, Chicago, IL 2001 - 2005 Network Administration of Microsoft 2003 Server, 2000 Server, NT Server and Novell Netware 5.1 and 3.2.Local, and remote management of servers for 5 state area. Managed User Accounts, Local Policy, Permissions – Active Directory and Netware. Performed file system clean up, DNS change management, Asset Tracking, Desktop Backup installs and maintenance. Participated in duty pager rotation for priority 1 outages.• Server builds and racking utilizing HP & IBM boxes. Moved servers into production utilizing the company Change Management System & Server Database. Worked with HP, EMC, CA, IBM, Dell, Microsoft, Novell, and Bindview vendor support. Prepared Word and Excel project reports.• Team Print Server Lead Administrator – Monitored performance of print servers and performed maintenance and repair in a five state region utilizing registry clean-ups, driver updates, memory upgrades, & spooler services. Migrated network printers to new print servers, and also mentored colleagues in the use of printer migration tools so that they were successful. Utilized Microsoft Migration Tools, Excel spreadsheets and scripts. • Managed SBC Network Print Standards for a six state area.• Implemented solutions as a member of Server Migration Team which successfully and timely migrated 91 servers to the Windows Server platform. Home directories, shares and printers were migrated using Excel, Access Database, VB scripts, query and batch file tools, to identify users and folders, copy data, share folders, give permissions, and assign paths on new servers.• Created, maintained and repaired backup jobs and HP and EMC tape libraries. Backup & Restore administration using Computer Associates Brightstor & Arcserve, Veritas Backup Exec and IBM Tivoli Storage Manager applications. • Conducted reviews and maintenance of SAN in data center.