Ewell L. Wallace
Chicago,IL
Summary
IT Consultant with extensive expertise in project coordination and end-user support. Proven ability to streamline IT processes, manage large-scale migrations, and deliver comprehensive support to 2,000+ users, ensuring operational continuity and user satisfaction.
Overview
23
23
years of professional experience
Work History
IT Consultant/End User Support Lead
Tata Consultancy Services
12.2025 - Current
- Lead the Exxon\Mobile End User Support team in several states
- Managed IT projects across multiple locations, ensuring timely delivery and alignment with business goals.
- Trained and managed day-to-day support team to achieve 99% SLA resolution.
- Oversaw service provider relationships to ensure quality delivery of IT support.
- Provided regular updates and reports to stakeholders, enhancing communication and transparency.
Independent IT Consultant/Technician
Chicago, USA
01.2003 - Current
- Managed POS workstations project for 5 Wendy's locations
- Managed network infrastructure project for 5 Wendy's locations
- Project Lead for the installation of Verifone credit card scanners for 5 Wendy's locations
- Managed Blue Coat web monitoring project with Wendy's.
- Configured home and office networks (Wired and Wireless) for owner
- Performed hardware and software upgrades, updates and migrations on Novell, Lenovo/IBM, HP, Mac Workstations and servers for 5 Wendy's locations
- Set up printers and other peripherals for 5 Wendy's locations
Migration Coordinator/Consultant
Integrity IT Solutions
06.2025 - 09.2025
- Created plan to Migrate IMI Precision office devices from Windows 10 to Windows 11 and provide post-migration support to end users
- Installed IMI Windows 11 image on 5 to 10 devices daily, configuring user accounts to meet operational needs and support end-user experience
- Installed proprietary software on devices post-migration and created plan to minimize downtime for critical processes during refresh, enhancing operational continuity
- Updated descriptions in Active Directory Users and Computers for all users and departments scheduled for upgrade/migration, ensuring accurate records for seamless transition
- Ensured accurate device inventory in SCCM to facilitate smooth reimaging.
- Executed Excel Pivot tables and Vlookups in Excel to facilitate efficient tracking of devices and users
- Performed high level and white glove local and remote support for executives
- Managed IT Services Provider
End User Services Consultant
Ulta Beauty/Arrow Core Group
08.2024 - 04.2025
- Oversaw ticketing queue in Cherwell for End User Services Team, delivering white glove support to 85 executives onsite and 2,000 remote users daily
- My team provided day to day IT Support to 2000+ PC and Mac end users
- Streamlined end user device compliance support process, reducing non-compliant devices from 70+ to 5 for 50,000 end user and distribution center devices through Intune monitoring and troubleshooting
- Managed virtual desktop infrastructure (VDI) using VMware technology for improved user experience.
- Enrolled and managed Mac devices in JAMF, contributing to proficiency testing post-rollout
- Successfully maintained 5 Cisco and Teams conferencing rooms at the Chicago Corporate site
- Performed 20-30 Active Directory tasks per day for phone provisioning and decommissioning
- Wrote and published non-compliance troubleshooting documentation in Confluence for company wide use
- Assisted with Service Now testing in preparation for rollout
IT Project Coordinator
United Airlines/Pinnacle
Mt Prospect, USA
04.2023 - 08.2023
- Managed 35 projects to completion in Plan Plus system, ensuring alignment with project timelines and stakeholder expectations
- Successfully maintained a portfolio of 10+ projects on a weekly basis at various airport stations
- Managed entire portfolio of work orders in Service Now
- Coordinated 10+ Field Service Technicians teams at any given time
- Supported each airline station in my portfolio with equipment orders, enhancing operational readiness and service delivery
- Advised stakeholders regularly of possible obstacles that may hinder timely completion saving time and money
- Researched prices and received quotes for IT equipment budget while remaining under budget 100% of the time
- Shipped equipment on time to project location upon arrival to warehouse
- Communicated regularly with Field Service Delivery Personnel, facilitating timely installation of all devices
- Finalized and confirmed installation before closing project
- Provided weekly reporting to managers and all involved parties
- Commercial Air Transportation Provider
IT Site Refresh Coordinator
Exelon/TEKSystems
Oak Brook Terrace, USA
03.2022 - 01.2023
- Successfully and proficiently reorganized, managed and maintained the entire incoming new PC physical inventory which included 5000+ end user devices
- Facilitated 300+ individual PC refreshes, ensuring smooth transitions for end users
- Successfully reclaimed 3000+ end of life devices from users who received refreshed devices or were terminated. Nine of which were legal hold devices with sensitive data
- Managed vendor disposal of several hundred electronic data bearing assets across 6 sites, ensuring timely compliance with disposal protocols
- Successfully managed and maintained Service Now database of new and reclaimed computers
- Generated weekly PC refresh asset reports in Service Now, providing stakeholders with updated asset visibility
- Developed successful inventory management process using Excel and Service Now to develop PC Refresh Asset Dashboards to give better visibility and accurate real-time numbers and other information to stakeholders.
- Created safety standards and wrote documentation for safely storing and stacking devices
- Worked for energy provider
IT Project Coordinator
Aon Service Corporation/MBO Partners
Chicago, USA
03.2021 - 11.2021
- Successfully managed, monitored and maintained scheduling updates for the Aon Windows 10 Migration Project of 13,000+ users in a timely manner
- Provided technical assistance during migration process to team of 15 technicians, facilitating smooth execution
- Delivered daily Excel progress report to North America Implementation Lead, utilizing VLOOKUPS and Pivot Tables for transparent progress tracking and timeline management
- Developed and refined standard communications for colleagues, offering clear direction prior to migration
- Provided colleague support for defined processes related to pre-migration tasks and made support available to over 13,000 users
- Escalated failures and reschedules to the appropriate team for expedited remediation.
- Risk Management Corporation
IT Support Analyst II/ Mac Support Team Lead
Aon Service Corporation
Chicago, USA
03.2014 - 03.2021
- Efficiently managed a team of 15 Mac technicians across the US
- Spearheaded technology deployment of JAMF Cloud implementation project with engineering team, developing Mac infrastructure, writing documentation, and refining processes to enhance user experience
- Lead Tech for Central Region for Okta Rollout Project 50,000+ users
- Cisco WebEx Desktop App Rollout 50,000+ users
- Add computer to SCCM tool project 50,000+ users
- Password Reset Tool project 50,000+ users
- Palo Alto Networks VPN solution project 50,000+ users
- Conducted testing for OneDrive project to ensure functionality and user experience
- Performed testing on Humanscale workstation project to validate design and ergonomics
- Coordinated outsourced technicians for 5 out-of-state company moves, ensuring seamless transitions and minimal downtime for operations
- Set up mock workstations for all 5 company move projects
- Imaged and configured Lenovo and HP Windows 7, 8.1 and Windows 10 workstations, as well as MacBook Pro and Mac Mini workstations
- Responded to cold calls and client service request tickets (via SNOW ticketing system) to troubleshoot reported problems and taking necessary actions to resolve the issue
- Assisted UCaaS team with troubleshooting, repair and configurations of VoIP systems and PBX punch downs/patching which saved money on hiring an electrician on 3 projects
- Led team in resolving hardware and software conflicts during upgrades for over 50,000 users across the US, ensuring minimal disruption and maintaining service continuity
- Efficiently provided end user support to 1000+ end users onsite
- Assisted with the setup, installation (mounting) and configuration of 20 Cisco Routers and Switches during network refresh Project
- Initiated escalations and rerouted service tickets to maintain resolution SLA above 97%
- Wrote the phone deployments and troubleshooting process for use companywide
- Developed break/fix form for tracking/ inventory of laptops and other equipment which led to improved tracking of devices during the troubleshooting process
- Utilized technical expertise to provide consultation on special 3 assignments and projects
- Provided hardware consultations for purchasing peripherals and non-standard hardware for 3 projects
Deployment Specialist Lead
Smartsource / Insight
Chicago, USA
12.2013 - 02.2014
- Performed imaging, migrations and deployments on 800+ HP Windows 7 workstations for The Northern Trust Company during my tenure
- Completed migrations for 3 offices ahead of schedule, contributing to budget savings
- Delivered daily support and resolution to over 1000 end users, enhancing service reliability
- Resolved hardware and software conflicts during upgrades, ensuring smooth transitions
- Used "Service Now" ticketing System
- Provided IT staffing solutions for various clients
Migration Specialist (Temp on call, short term contract)
Artech Information Systems (IBM)
Chicago, USA
07.2013 - 08.2013
- Migration project lead of HP Windows 7 workstations project for Amtrak Railway systems
- Installed, troubleshot, and supported MS Office 2007 on 4,200 devices, ensuring user accessibility.
- Led team of 5 technicians to execute project tasks effectively.
- Removed and replaced Western Digital hard drives on 500+ devices
- Performed setup and repair of HP printers and peripherals for 4 Amtrak sites
- Resolved all software conflicts due to upgrades
- Assisted 1000+ end users by resolving technical issues.
- Collaborated with clients to understand staffing needs
IT Technicial Lead (Temp on call, short term contract)
SmartSource
Chicago, USA
04.2012 - 12.2012
- Led Dell Teller and Platform Workstations project for Chase Bank facilities
- Directed a team of 10 technicians that also provided desk side support to up to 60+ end users onsite during the project
- Imaged 785 new computers from Windows 7 to Windows XP (reverse migration) using network image.
- Executed hard drive wipes and prepared 785 decommissioned units for disposal.
- Oversaw operations for IT outsourcing company, ensuring service delivery aligned with client expectations.
Engineering Technician
Laird Technologies
Schaumburg, USA
03.2007 - 04.2008
- Project Lead of research and development of new products rolling out 14 prototypes to production during my tenure
- Produced antennas and EMI shielding products for electronic devices, ensuring compliance with specifications
- Built and tested 35 electronic prototypes
- Developed manufacturing flow processes for new products
- Reviewed and clarified schematics to enhance usability for production
- Performed soldering on electronic and electrical components
- Managed return process for broken/defective merchandise to ensure efficient resolution
Education
BA - Communications
Columbia College Chicago
Chicago, IL01-1987
High school or equivalent - Electronics
George Westinghouse Voc. /Tech. HS
Chicago, IL01-1983
Skills
- Windows
- 7
- 8
- 10
- 11
- Mac OS
- IOS
- Linux
- JAMF
- Air Watch
- Microsoft Office
- Microsoft Office
- Microsoft Office
- Office 365
- Active Directory
- Microsoft Intune
- Microsoft Entra ID
- Azure Active Directory
- SaaS
- VMWare
- Bomgar
- Team Viewer
- LogMeIn Rescue
- Teams
- Remote assistance
- ServiceNow
- Cherwell
- Adobe Products
- Norton
- McAfee
- AVG
- FileZilla
- Cisco IP Communicator
- Cisco Unified Console
- PC Anywhere
- Android support
- Remote Management Tools
- Plan Plus
- Hardware Support
- Printer Support
- Device Configuration
- Mac workstations
- Cloud Communication
- Point of Sale Support
- Laptop Configuration
- Canon
- Epson
- Brother Printers
- Cisco
- Linksys
- Juniper
- Belkin
- Netgear routers
- Switches
- Access Points
- Payment Processing Support
- Mobile Device Support
- iPhone support
- Mobile Device Troubleshooting
Additional Information - Community Involvement
I am currently the President of my neighborhood Block Club (since 2004).
Timeline
IT Consultant/End User Support Lead
Tata Consultancy Services
12.2025 - Current
Migration Coordinator/Consultant
Integrity IT Solutions
06.2025 - 09.2025
End User Services Consultant
Ulta Beauty/Arrow Core Group
08.2024 - 04.2025
IT Project Coordinator
United Airlines/Pinnacle
04.2023 - 08.2023
IT Site Refresh Coordinator
Exelon/TEKSystems
03.2022 - 01.2023
IT Project Coordinator
Aon Service Corporation/MBO Partners
03.2021 - 11.2021
IT Support Analyst II/ Mac Support Team Lead
Aon Service Corporation
03.2014 - 03.2021
Deployment Specialist Lead
Smartsource / Insight
12.2013 - 02.2014
Migration Specialist (Temp on call, short term contract)
Artech Information Systems (IBM)
07.2013 - 08.2013
IT Technicial Lead (Temp on call, short term contract)
SmartSource
04.2012 - 12.2012
Engineering Technician
Laird Technologies
03.2007 - 04.2008
Independent IT Consultant/Technician
01.2003 - Current
BA - Communications
Columbia College Chicago
High school or equivalent - Electronics
George Westinghouse Voc. /Tech. HS