Overview
Work History
Summary
Education
Skills
Work Availability
Timeline
AssistantManager
Namon s creed jr

Namon s creed jr

Chicago,IL

Overview

25
25

Information Technology Experience

5
5
years of post-secondary education

Work History

Glanbia Nutritional Inc.
12.2023 - Current
  • To be the “go to” person at this location and to provide a VIP end user service on site
  • Be the “Hands On” IT person at this site to assist other IT teams
  • Network support of LAN and WAN
  • Hardware build activities – PC platform
  • Software deployment of Glanbia standard builds to clients
  • Full Disk Encryption and Anti-Virus compliancy
  • Print management
  • Telephony/VC support
  • Site access control
  • Adhere to company policies and procedures
  • Read technical manuals, meet with end-users, and conduct computer diagnostics to investigate and resolve incidents and problems
  • Liaise with other Global Technology Services teams and Business Unit IT personnel on escalations and service delivery
  • Participate with the rollout of new onsite technologies – participate in pilot testing and liaise with other IT and Non-IT teams
  • Work with external third party Service Providers
  • Register incidents and service requests in the Call Management System – Ivanti
  • Manage end users expectations regarding the service
  • Create clear and concise technical documentation

IT Support Analyst 1

Light And Wonder
08.2023 - 12.2023
  • Answer support phones and take appropriate action to resolve client issues
  • Responsible for maintaining various network projects with our client base
  • Provide IT support and troubleshoot networks, systems, and applications issues
  • Provide technical guidance, advice, and training to system users
  • Build and maintain positive, constructive partnering relationships with the campus community
  • Perform IT production support for assigned area(s) according to documented processes
  • Responsible for serving as the help desk for our client, providing IT support and technical / desktop support for their team
  • Provide operational status and statistics regarding technology hardware and solutions to regional director in support of the monthly operations review
  • Interact with all levels of clients supporting all aspects of infrastructure technology in their environment
  • Install, maintain, and upgrade workstation and peripheral hardware and software
  • Coordinate computer support activities with multiple user departments and internal teams, as well as third party vendors
  • Manage and coordinate managed service and solution providers for the successful delivery of technology services in support of our operating business needs
  • Log all customer interactions, filling out detailed information in tickets and document resolutions
  • Responsible for the timely and thorough completion of customer help requests by taking ownership and seeing each task through to the customers satisfaction
  • Update desktop software/applications
  • Maintain documentation on installed applications
  • Setup and maintain user accounts within an enterprise environment

SUPPORT TECH 3

MAYER BROWN
07.2022 - 06.2023
  • Provides excellent 2nd line/desk side incident, problem and request management support in accordance with documented processes
  • Effective and proactive communication of problems/issues that impact the business
  • Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation and resolution
  • Update and manage all escalated tickets in accordance with local, regional and global standards and processes
  • Work with the team to manage all local hardware assets and assist with hardware upgrades and tracking
  • Repair and maintain all Firm-supported laser printers, laptops, desktops and video equipment in accordance with firm standards
  • Participate as required in moving users to other offices or floors
  • Configure and monitor equipment used for high level meetings
  • Provide in-room support for audio visual/video conferences, meetings and events utilizing video conferencing platforms and systems from Cisco, Webex, Zoom, Microsoft Teams and other virtual platforms
  • Interact directly with video conference users to provide remote, phone based, and in-room support/troubleshooting for real time and scheduled video conference bridges
  • Maintain inventory of all audio and video equipment and provides maintenance as needed as directed by the multimedia engineering team
  • Provide programming and move/add/change support for office phones
  • Under general supervision, monitor, document and update existing network systems and local server hardware and assist in implementation of updates and problem resolution

SERVICE DESK 3

ETEST INC
08.2021 - 07.2022
  • Oversee Service Desk support for 500+ systems
  • Provide Level 3 support and troubleshooting of computer hardware and software issues
  • Comfortable with troubleshooting issues on Mac and Windows laptops and conducting hardware repairs to Windows laptops
  • SaaS management for all our services (user account creation, deletion, and modification)
  • Manage multiple IT tools including Google Apps, JIRA, Slack, Adobe, Microsoft, Jamf, Global Protect, VPN, Meraki, LastPass, One Login, UGK, Salesforce, Loop
  • Daily responsibilities can include help with general IT support, deep troubleshooting, documentation, A/V needs, and project management
  • Conduct New Hire training, including orientation on company IT platforms and tool familiarity
  • Analysis of Service Desk activities and document resolutions, identify problem areas and create and provide solutions to enhance the quality of service and to prevent future problems
  • Trend support issues and find long-term solutions and enhancements
  • Perform user account set up, security maintenance and systems monitoring
  • Coordinate support team escalations and alert communications during major incidents
  • Deployment and Onboarding of all employees
  • Imaging of all Office laptops and Mac OS
  • Backups of all Laptops and Mac OS

IT ANALYST

TAWANI ENTERPRISES INC.
08.2013 - 08.2021
  • Desktop\Laptop\Printer Repair, Autotask, Level Platform Managed Workplace, Cisco Phone Support (Programming\Design)
  • Office 2010\2013\2017/0365, Barracuda, Imaging, Veaam, Windows Server 2008/2012Ä/2016
  • Deployment Technician, Windows 7-8-10, Mac OS X, PDA Configuration and troubleshooting
  • Software Installs, WebEx, Zoom, Google Suite, Slack, Remote Desktop Tools, Active Directory, AV, perform user account set up
  • Provide timely support for hardware, software and network-related issues, responding to and solving 50 weekly tickets
  • Relocated users to new workstations, including moving and networking assigned equipment
  • Service Desk activities and document resolutions and conduct new hire training ITIL Change management
  • Evaluated and adopted new technologies to address changing industry needs
  • Resolved malfunctions with systems and programs through troubleshooting
  • Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution
  • Resolved problems, improved operations and provided exceptional service

Desktop\Network Tech

BOURNTEC INC
01.2011 - 07.2013
  • Monitoring and resolving help desk tickets 50 customer calls daily
  • Deployment (Local and Global) of all CPU's/Printers/Cisco VOIP Manage end user software
  • Resolve connectivity issues (Network)
  • Active Directory
  • Cisco Call Manager -Program Cisco VoIP phones (Local and Global)
  • Troubleshooting of all hardware/software issues/OS and user training
  • Provide IT services to all Xylem employees (Global)
  • Inventory of IT equipment/database/user files and repair printers as needed
  • Work with IT staff to ensure procedures meet corporate business objectives
  • Backup Tech (Local and Global), Special Projects as assigned
  • Installed patches and performed backups, system builds and image updates
  • Performed system maintenance and upgrades, including patches, service packs, hot fixes and new security configurations

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Education

No Degree - Business Administration

Alabama State University
Montgomery, AL
01.1989 - 06.1994

Skills

Desktop Support Technician

Network Support (WAN\LAN\WI-FI)

ITIL Change Management

MacOS X = Windows 10\11 end user support

Desktop Deployment

Remote Support\VPN Support\AV Support

Great Communicator and Trainer

Server 2016\2019\Office265 Suite

Azure \ Intune\ MDM \ SCCM

Global Support

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Glanbia Nutritional Inc.
12.2023 - Current

IT Support Analyst 1

Light And Wonder
08.2023 - 12.2023

SUPPORT TECH 3

MAYER BROWN
07.2022 - 06.2023

SERVICE DESK 3

ETEST INC
08.2021 - 07.2022

IT ANALYST

TAWANI ENTERPRISES INC.
08.2013 - 08.2021

Desktop\Network Tech

BOURNTEC INC
01.2011 - 07.2013

No Degree - Business Administration

Alabama State University
01.1989 - 06.1994

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Namon s creed jr