Tom Burkhardt Email & Phone Number

Elgin, Illinois

• Device Deployment and Lifecycle which includes but is not limited to device staging and setup, standards enforcement, software installation, device removal/end of life process and documentation. • Device Management including software distribution, user support, troubleshooting, ticket management and proactive monitoring of devices. • Project Support consisting of new system implementations, application upgrades, new technologies and timely and accurate project status reporting. • Network Management supporting the Advocate infrastructure. Determine networking issues and engage the core network team as needed to resolve identified issues. Also, tasked with establishing initial network connectivity for new device deployments and/or device moves.

Buffalo Grove, Il.

• Installation and configuration of new hardware, software, operating systems and components. This includes but is not limited to servers, desktops, laptops, networked/local printers, other peripheral equipment and telephony.• Troubleshoot all hardware, software, network, and computer or network connectivity issues for end users across 3 physical locations in addition to customer inquiries regarding bank products like remote deposit and online banking. • Planned and executed a successful Win XP to Win 7 migration. Also, upgraded from a Server 2003 environment to a mixed Server 2008/2012R2 environment.• Responsible for user and computer provisioning in Active Directory.• Worked closely with vendors completing hardware and software upgrades.• Prevented known exploits by keeping all operating systems and software up to date and fully patched.• Implemented Group Policy to streamline computer and user set up processes, improve security in the environment and leverage the software deployment capability. • Analyzed all server logs to be proactive on any issues that would create chaos in the environment.• Audit consumables such as printer toner and reorder when necessary.• Received exceptional status on every annual review since employment start.

• Managed and updated canned messages both for email delivery and our instant messaging chatting system for the entire technical support staff. These cans are essential for increasing efficiency with communication to end users for resolution to both technical and non-technical issues.• Assumed tier 2 technical support duties on a temporary basis as needed. • Suggested process improvement ideas which helped to create more efficient ways of gathering information and implementing resolutions.• Perform troubleshooting on operating systems, such as Windows XP, Windows Vista, Windows 7, Windows 8 and Mac OS.• Installation/Application software support on various programs such as Microsoft Office, Adobe Flash, Adobe Reader and Adobe Creative Suite.• Internet browser installation and support: Internet Explorer, Mozilla Firefox and Google Chrome.

• Provide first line response for users requiring assistance with technical issues and problems. • Respond to requests for technical assistance by phone or chat and logging the issue in a ticketing system • Tracking issues to resolution and updating the internal knowledgebase. • Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams.

• At Alexian Brothers Health Systems, I performed Active Directory maintenance and support for an enterprise environment containing well over 6,500 devices and users.• Created devices, users, role groups for SCCM app pushes, directory access groups and drive mappings through group policy. Created and edited the group policies to update the needs of the PC technicians and end users.• Imaged computer devices using custom task sequences designed for Alexian Brothers Health Systems. • Microsoft SharePoint management including user set up, permissions, content management, calendar additions, sub site creations and layout modifications.• Independently analyze and map user data ensuring accurate home drive paths, LDAP contact data and Novell email information for Novell to Exchange migrations.• Deployed computer devices, using a scripted set up method. Verified and confirmed functionality with department heads and troubleshoot problems if necessary.• Documented PC Inventory in order to create a PC Image that will have the correct software, printers and asset tags for live deployment.

Handle day to day operations of an ecommerce website. This includes, but is not limited to: sales management, order fulfillment, customer service, website content management, SEO focus and using Google analytics as a tool to drive more web traffic and increase sales. Used Activant Eagle's point of sale system to manage in house accounts, enforce permissions and generate reports for analysis.

Provided excellent and friendly customer service to hardwood flooring contractors and hardwood flooring retailers. Utilized and became very proficient in Activant's Eagle point of sale system.

Delivered hardwood flooring supplies to home and businesses in the Chicagoland area. Was responsible for daily safety checks on the vehicle(s), verifying accuracy of material loaded and providing excellent customer service at the job site.

Led a small team of individuals during daily resets of store merchandise presentation.