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Ivan Soto2551 Spruce St, River Grove, IL 60171
Phone# [email protected]
OBJECTIVE To obtain a responsible position, where my experience, accomplishments, and proficiency will allow me the opportunity for growth.
WORK EXPERIENCE
05/06—Present Client Technologies Specialist, Health Care Service Corp – Chicago, IL Tested, maintained, and deployed enterprise desktop images, and final
end user personalization. Responsible for desktop security, application compatibility and
integration, and standardization of client features Provisioned access to requested groups in AD. Supported users with Bitlocker (MBAM) and Check Point Media
Encryption issues. Worked with other members of the team, vendors, and contract support
to facilitate problem resolutions and project participation Worked with team to coordinate, delegate, and prioritize desktop
support issues Participated with team to manage application demand, introduction of
new technologies, and change control management Served as an escalation point for desktop support related issues Supported After Hours calls for clients needing assistance with
connection to VPN, our Citrix environment, and VDI. Managed RSA tokens and assisted users needing to authenticate to our
network. Assisted clients by trouble shooting home network issues
06/00—05/06 HelpDesk Representative, Forsythe Technology – Skokie, IL Acted as a single point of contact for phone calls and emails from staff
regarding IT issues and queries Received, logged and managed calls from internal staff via telephone
and email 1st and 2nd line support - troubleshooting of IT related problems from
in-house software to hardware, such as Blackberrys, Laptops, PCs and Printers
Would troubleshoot basic network issues such as ADSL broadband issues
Escalated unresolved calls to the infrastructure support team Took ownership of user problems and follow up the status of problems
on behalf of the user and communicate progress in a timely manner Maintained a high degree of customer service for all support queries
and adhere to all service management principles Provided basic in-house training in MS Office applications used within
the Association (Word, Excel, Outlook, PowerPoint) Provided stats for the weekly Service Desk report on call trends Used basic Active Directory knowledge. Creating user accounts, reset
passwords, create groups etc.
11/96—06/00 Transportation Representative, Arcus Data Security – Bensenville, IL Loaded and unloaded vehicle with customer media. Delivered and picked up media to and from customer facility. Maintained accurate records of customer pickup and delivery schedule. Assisted directly with customer questions and concerns.
EDUCATION
06/95—09/96 ITT Technical Institue, Hoffman Estates, IL Computer Programing
SKILLS Exceptional hardware and software problem-solving and analytical
abilities Very strong verbal/written communication skills Fluent in reading, writing, and speaking Spanish Demonstrated proficiencies in:
o Windows XP/Windows 7 in a Windows 2003 network environment
o MAC operating systemso MS Officeo Office 365o Outlooko Lotus Noteso Blackberry, Android, and Iphone supporto Audio and Conferencing supporto RSA Authentication Managero Bitlocker (MBAM)o Check Point Media Encryptiono Symantec Anti-Viruso Active Directory and Group Policyo Citrix Environmento Hallmark Legacy Environmento VMware VCenter Servero Imanager/Novello ConsoleOne
