HAROLD PERKINS JR
South Holland,IL
Summary
Information technology professional with over ten years' experience in help desk and network environments with additional experience in hardware and software installation and configuration. Patient and conscientious in working closely with end-users to resolution.
Overview
21
21
years of professional experience
Work History
ERP Specialist
Eastlake Property Management
05.2022 - Current
- Improved ERP system efficiency by analyzing business processes and implementing necessary changes.
- Optimized data accuracy within the ERP system through regular audits and data validation procedures.
- Enhanced user experience with improved system functionality by troubleshooting and resolving technical issues.
- Collaborated with cross-functional teams to ensure seamless integration of ERP modules, streamlining business operations.
- Conducted end-user training sessions to increase proficiency in ERP usage, boosting overall productivity.
- Assisted in successful ERP implementation projects, minimizing downtime and improving operational efficiency.
- Supported users during critical month-end closing activities, mitigating risks associated with financial reporting errors or delays.
- Coordinated testing efforts during software implementations or updates, ensuring smooth transitions without compromising system integrity.
- Taught end users to navigate ERP system by developing and presenting training sessions.
- Implemented new ERP systems based on accounting requirements and user needs, assisting with system builds, testing and deliverables.
- Diagnosed and resolved hardware and software issues.
- Installed and configured network printers and other peripheral devices.
- Setup and configure Yardi Software
- Developed customized reports for management, facilitating informed decision-making processes.
Senior Technical Support Engineer
J&M Family Management
04.2014 - 04.2022
- works to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforces quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction
- Update and maintain the Company's cell phone account, handles cell phone inquiries such as replacements, monitors cell phone usage for any drastic overages
- Handle and maintain file permissions access requested for corporate files
- Maintain Yardi accounts including creating accounts for new hires and modifying current employee accounts to reflect any promotions or resignation statuses
- Provided on-call support for critical issues.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Delivered Tier 1-3 support
- Supported users with software, hardware and network issues.
- Created user accounts and managed access control.
- Run backups using Veeam and Symantec Backup Exec
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Interacted with clients to resolve issues and answer software-related questions.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Served as primary point of contact for support relating to owned solutions and products.
- Contribute to smooth operation through proficient administration of G Suite and Office 365
Tier 2 Technical Support Specialist
Kellogg's
06.2012 - 04.2014
- Handle escalated calls from Level I
- Incoming and outgoing calls regarding software errors, training, and overall troubleshooting of POS/OE software
- System recoveries on servers and clients
- Trained the members during the onsite installs
- Working with 3rd party software interfacing
- Setup internal network for servers and clients
- Used Symantec, PC Anywhere, Mikogo, Teamviewer, and VNC to access servers
- Supported and worked with the Microsoft Apllications
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Configured hardware, devices and software to set up work stations for employees.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Desktop Support Engineer
Revenue Cycle Solutions, Inc
05.2010 - 06.2012
- Solo support for 300-600 end-users
- Monitor the ticket system for technical issue, related to network, server, pc issues and respond to them in a timely manner
- Test connectivity to hospital systems, servers and routers
- Active Directory experience in create and manage user account, and assigning suitable file, application, printer access to users
- Create distribution groups and ensure that each user is assign to their appropriate group
- Manage computers groups, create and manage organizational units, and assign VPN access to users that have been authorization for remote access
- Train users on new applications, processes and equipment
- VoIP setup and administration of Cisco Unified Communications Manager and Cisco Call Manager
- Smart Phone, Blackberry, and iPhone device setup
- Create and Manage the Exchange accounts
- Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
- Provided on-site and remote technical support to users.
- Provided training to end users on new and updated systems and software.
- Removed malware, ransomware and other threats from laptops and desktop systems.
Application Support Specialist
Potbelly Sandwich Works
06.2003 - 05.2010
- Worked with business customers and other IT professionals to resolve disruptions, delays or intermittent outages of computerized equipment and software malfunctions
- Managed all new store openings, ensuring all equipment is operating and installed prior to store openings and to provide timely resolution of store problems that impact customer service
- Perform diagnosis on both hardware and software issues and implement solutions and resolve issues to our customers' satisfaction
- Provide phone support to customers during normal business hours and on-call support as required
- Responsible for completing any special projects that are assigned to the IT Support group
- Experience using and configuring touch screen POS Systems
- Experience installing hardware and software in new and existing sites
- Provided updated patches for operating systems and system configuration to improve efficiency [Number]%.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Provided training to end users on new and updated systems and software.
- Oversaw installation of software programs and hardware systems to meet requirements.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Interacted with clients to resolve issues and answer software-related questions..
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Education
Diploma - Network And System Administration
The Chubb Institute
Chicago, IL10.2003
Skills
- Ticket Tracking Systems
- Service desk team management
- Detailed documentation
- End-user training
- Good Telephone Etiquette
- Self-Motivated
- Microsoft Windows and Office
- Troubleshooting Network Issues
- Resolving Problems and Incidents
- Hardware and Software Repair
- User Account Management
- Collaborative Team Player
- Door Card Systems
- Remote access Tools
- VOIP Phones
- Point of Sales Systems
- Nurse Call Systems
- Microsoft Active Directory
- Microsoft Azure
- O365 Administration
- VMware Experience
- G-Suite Administration
- Yardi Administration
- RentCafe Admin
Timeline
ERP Specialist
Eastlake Property Management
05.2022 - Current
Senior Technical Support Engineer
J&M Family Management
04.2014 - 04.2022
Tier 2 Technical Support Specialist
Kellogg's
06.2012 - 04.2014
Desktop Support Engineer
Revenue Cycle Solutions, Inc
05.2010 - 06.2012
Application Support Specialist
Potbelly Sandwich Works
06.2003 - 05.2010
Diploma - Network And System Administration
The Chubb Institute
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