Brian Crawford
Chicago,IL
Summary
Help Desk Technician committed to providing rapid client-centered technical support. Expertise in identifying root causes. Expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts. Highly efficient Help Desk Technician offering five years of performance in fast-paced and challenging administrative environments..
Knowledgeable IT professional with strong foundation in IT consulting, providing support and guidance to optimize technology solutions. Successfully contributed to multiple projects, ensuring seamless integration and efficient system performance. Demonstrated ability in problem-solving and effective communication to enhance team collaboration and project outcomes.
Overview
22
22
years of professional experience
1
1
Certification
Work History
ASSISTANT IT CONSULTANT
Health Professional Consulting Group
06.2016 - Current
- I provided technical software, hardware and network problem resolution to all direct computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment.
Bus Driver
Transdev
08.2021 - 05.2025
- Kept bus interiors clean and tidy to provide comfortable passenger environments.
- Completed pre- and post-trip bus inspections for safe passenger transportation.
- Maintained a clean and sanitary bus interior by regularly inspecting for cleanliness, removing trash, and reporting necessary repairs to management.
- Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Transported passengers safely along prescribed routes according to tight schedules.
- Conducted pre-trip inspections of bus for safe operation.
- Ensured timely arrivals and departures by strictly adhering to schedules and effectively managing unforeseen circumstances.
- Assisted passengers with disabilities, ensuring safe boarding, comfortable travel, and proper disembarking procedures were followed.
- Performed bus driving duties while keeping student safety in mind to maintain good safety record.
HELP DESK ANALYST II
Northwest Memorial Hospital
06.2013 - 04.2016
- Assist employees with software, mechanical problems, and password resets using various troubleshooting methods upon answering phone calls.
- Direct tickets that were irresolvable for the help desk to the appropriate group for customer assistance.
- Receive phone calls, emails, and web trouble tickets from other departments relating to software, hardware procedures and communication.
HELP DESK ANALYST
University of Chicago Medical Center
08.2012 - 01.2013
- Assisted employees with software, mechanical problems, and password resets using various troubleshooting methods.
- Explained various steps with a series of questions to better decipher the nature of any technical problem.
- Provided support for printers and fax machines that were inoperable.
- Directed tickets that were irresolvable for the help desk to the appropriate group.
- Received phone calls, emails, and web trouble tickets from other departments relating to software, hardware procedures and communication.
ASSISTANT IT CONSULTANT
Health Professional Consulting Group
04.2004 - 06.2012
- Provided technical software, hardware and network problem resolution to all direct computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment.
- Clearly communicated technical solutions in a user-friendly, professional manner.
- Provided one-on-one end-user training as needed troubleshoot network printer problems.
- Passed more complex end-user conduct hardware and software inventory database maintenance, password resets and reporting; and performed related work as required.
- Receive phone calls, emails, and web trouble tickets from other departments relating to software, hardware procedures and communication.
BUILDING SUPERVISOR
Oakton Community College
09.2008 - 06.2010
- Responsible for administrative aspects including employee grievances and concerns, support staff personnel, training, project management, and coordinate the day-to-day operations.
- Developed methods to establish and clarify customer objectives.
- Maintained up-to-date account distribution information.
- Created market and customer-specific marketing solutions for managed brands.
CUSTOMER SERVICE REPRESENTATIVE
Health Professional Consulting Group
03.2003 - 04.2004
- Responsible for answering inbound phone calls in a professional manner.
- Researched, analyzed, and responded to customer's questions/concerns in an efficient manner while maintaining a high level of customer satisfaction.
- Responsible for the accurate and timely recognition of revenue and payment for services.
- Performed daily End of Day Processes for billing system to ensure the monthly and yearly information is up to date and billing system is in balance.
- Scheduled and verified the daily back up of billing systems.
- Corrected and ensured the daily transmission of billing claims while maintaining all department policies and procedures to maintain the best and most accurate workflow standards.
Education
Some College - Criminal Justice
DePaul University
Chicago, ILSkills
- Microsoft Windows
- Remote Access Software
- Citrix
- Help Desk
- Network Support
- Software Troubleshooting
- LAN
- VMware ACD Phone System
- Windows XP
- Windows 10
- MS Office
- Diagnosis
- Troubleshooting
- Technical Support
Certification
- Certified Contact Tracer, John Hopkins University
- Certified Cisco Entry Network Technician, National Able Network
Timeline
Bus Driver
Transdev
08.2021 - 05.2025
ASSISTANT IT CONSULTANT
Health Professional Consulting Group
06.2016 - Current
HELP DESK ANALYST II
Northwest Memorial Hospital
06.2013 - 04.2016
HELP DESK ANALYST
University of Chicago Medical Center
08.2012 - 01.2013
BUILDING SUPERVISOR
Oakton Community College
09.2008 - 06.2010
ASSISTANT IT CONSULTANT
Health Professional Consulting Group
04.2004 - 06.2012
CUSTOMER SERVICE REPRESENTATIVE
Health Professional Consulting Group
03.2003 - 04.2004
Some College - Criminal Justice
DePaul University
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