David Smith

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 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.

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.

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.

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

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.

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.

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.