Summary
Overview
Work History
Education
Skills
Timeline
SeniorSoftwareEngineer
David Smith

David Smith

Joliet,IL

Summary

Customer focused IT Professional with demonstrated success resolving technical issues that improve business functionality. Capable of moving into any environment employing over two decades of experience to quickly adapt new technologies while ensuring the highest level of client service, data integrity, availability and system security. Skilled in analysis. Years of experience managing priorities, people, and vendor relations producing cost-effective results in high-performance, mission critical environments. Expert level troubleshooting, customer/client/end-user service, support and training.

Overview

15
15
years of professional experience

Work History

Journeyman Computer User Support Specialist

Apex Systems HHS-OIG/OMP
Chicago , IL
2022.12 - Current

Subcontracted to Peraton in service of a government contract with the Department of Health and Human Services. Part of a tight team of 16 remote support people serving 1900+ users, including 20 VIPs, employing a variety of tools to keep remote and in-office workers across the country functional while maintaining a high rate of satisfaction among users served. Was granted Public Trust(High Risk) after extensive background investigation

Service Desk Analyst

Take2IT
Lemont , IL
2022.07 - 2022.11

Service desk support for Argonne National Laboratory

serving every level of employee, including VIP. Answered queries by telephone, ticket, and email to support internal and outside computer hardware, software, network, application access and telecommunications systems. Documented solutions and troubleshooting steps in ticketing system and alerted other team members of new service solutions.

In-Person Migration Support

Presidio
Aurora , IL
2022.06 - 2022.07

Live and Present support for Rush Copley Medical Center and satellites through migration from Lotus Notes to Microsoft Office 365. Gave EUs in-person instruction on setup and use of Outlook and DUO when accessing info from outside of office.

End User Support/Asset Management

DISYS
Chicago , IL
2021.07 - 2022.06

Sub-contracted to major US health insurance provider, heavily regulated and tightly secured in both physical and digital aspects.

Troubleshot daily IT desktop client issues, prioritized incidents and requests, always with an eye on SLAs.

Researched, documented and escalated support cases to higher levels of support as necessary.

Kept customers informed about issue resolution progress.

IS Consultant

Presidio
Aurora , IL
2021.01 - 2021.04

Work on a team of technicians tasked with Windows 10 rollout of 3500 PCs for Rush Copley Medical Center hospital and affiliated satellite sites.

Infrastructure Support / Hardware Support Lead

Loyola University Hospital
Maywood , IL
2017.11 - 2020.02

Contract Consultant Worked on Hardware Refresh Project deploying latest technologies to a large teaching hospital/university.

Helpdesk duties including but not limited to PC and Laptop re-imaging, end user education, investigation and deployment of specialty software, Installation and configuration of Citrix Secure Mail on mobile devices.

Charged with of training and deployment of new contract hires. Team fluctuates from three to five individuals. Several have been repurposed to higher positions within IT. Lead by example and rank customer satisfaction as a top priority. Team was repeatedly given peer recognition awards based on the model of care to which the hospital adheres.

Senior Technician/Manager

West Suburban Computer Service
Chicago Suburbs , Illinois
2010.02 - 2020.05

In-home and small business out-call Computer, Server and Peripheral Installation, Support, and Repair. Windows 7/10 installation, configuration and upgrades. Local and Remote Network Monitoring and Management. Office Relocation and Setup. Email Server and Mobile Device Support. High-Speed Connectivity Set-up and Debugging. Desktop Support and Software Training. Wireless Networking Solutions. IP based surveillance networks. Increased customer base and satisfaction. Record number of referrals by satisfied customers. Increased small business clients by 27 percent. Most requested technician.

Network Support/IT Helpdesk Supervisor

Gendex Corporation
DesPlaines , IL
2009.01 - 2011.12

Managed a team of four Support Technicians whose duties included, but were not limited to remote and desk side support for dental digital imaging companies Gendex and Dexis. Perform triage to prioritize trouble tickets prior to distribution to team. Computer imaging and re-imaging of Dell PC and laptops using Dell Kace 2000. Install/diagnose/repair of any internet or intranet related connectivity issues including Remote and Virtual Office connectivity for remote home offices. Act as intermediary to vendors to coordinate installation or repair of services and equipment outside of team purview. Company wide deployment and integration of Windows 7 and Microsoft Office 2010. Installation, setup and troubleshooting of Cisco VPN clients. Map out, document, and test disaster recovery plans using in-house or off site backups. Conduct Training for Microsoft Office products and other mission critical software. Project management including relocation of entire Midwest administrative office.

Education

Bachelor of Science - Information Technology / Networking / Security

Robert Morris University
Chicago, IL

Skills

  • Customer Service Oriented
  • Strong communication skills
  • Tenacity and patience
  • Strong diplomatic skills
  • Customer relationship management
  • Microsoft Office/M365, Azure, Entra, Intune Admin
  • MECM (deployment, assignment, remote access), MDT - Most imaging and endpoint management software
  • NetIQ DRA Active Directory tool
  • ALL Microsoft Operating Systems
  • MacOS (Through Monterey) and iOS/iPadOS
  • ServiceNow, Zendesk, ITIL documentation/ knowledge base

Timeline

Journeyman Computer User Support Specialist

Apex Systems HHS-OIG/OMP
2022.12 - Current

Service Desk Analyst

Take2IT
2022.07 - 2022.11

In-Person Migration Support

Presidio
2022.06 - 2022.07

End User Support/Asset Management

DISYS
2021.07 - 2022.06

IS Consultant

Presidio
2021.01 - 2021.04

Infrastructure Support / Hardware Support Lead

Loyola University Hospital
2017.11 - 2020.02

Senior Technician/Manager

West Suburban Computer Service
2010.02 - 2020.05

Network Support/IT Helpdesk Supervisor

Gendex Corporation
2009.01 - 2011.12

Bachelor of Science - Information Technology / Networking / Security

Robert Morris University
David Smith