Paul Obis
Chicago,IL
Summary
Experienced Engineering Services Manager looking to help a business take their business and IT goals, service, and quality to another level. Adept at approaching IT solutions and systems with business in mind. Proven skills in software and hardware troubleshooting and can work well in a team oriented environment. Possesses high personal standards, and strives to work in a similar environment. Ability to lead a team and designate resources. Works well under pressure. Proven communicative and trouble shooting skills show highly satisfied users, low down-time, and quickly satisfied users.
Overview
5
5
years of professional experience
Work History
IT Service Desk Analyst
Kirkland & Ellis
07.2023 - Current
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
Help Desk Analyst
Keno Kozie Associates
03.2020 - 07.2023
- Provided basic end-user troubleshooting and desktop support.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Logged support tickets and closed when issues were resolved.
- Activated accounts for clients interested in new services.
- Installed and updated hardware, software and applications on Mac and PC devices.
- Managed high levels of call flow and responded to technical support needs.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Resolved technical issues by troubleshooting.
- Trained and supported end-users with software, hardware, and network standards and use processes.
Education
Associate of Arts - Digital Communications And Media
Columbia College Vancouver
Vancouver, CA06.2005
High School Diploma -
Oak Park And River Forest
Oak Park, IL05.2001
Skills
- Workstation Utilities
- Windows 11, 10, 8, Vista, 7, xp
- Microsoft office
- Document Management (Filesite 82, 85, 9, eDocs, WorldOx, NetDocs, Total Office, Sharepoint)
- Incident Management (Service Now, KESM, Footprints, SDE, Heat, Cherwell, Track IT, iQtrack)
- Remote Software (VPN, Citrix, Citrix XenApp, RDP, Remote Desktops)
- Microsoft SharePoint
- Symantec, Sophos, McAfee, Trend Micro, Norton anti-virus
- Carpe Diem, Elite, DTE Axiom Timekeeping
- Workshare Compare (and integration)
- Salesforce
- Autotask Administration
- Hardware
- Workstations
- IOS, Android, Blackberry BES 5
- Server/Database Management
- IManage, DMS 82, 85
- Active Directory 2003, 2008
- Network/Protocol
- TCP/IP, DNS, SMTP, LDAP
- OWA, Office365, FTP, Cisco VPN
- Incident Management
- Application support
- System monitoring
- Systems Analysis
- Information Protection
- User Support
- Desktop support
- Software Installation
- Hardware support
- Network Troubleshooting
- Escalation management
- Security awareness
- Remote Support
Timeline
IT Service Desk Analyst
Kirkland & Ellis
07.2023 - Current
Help Desk Analyst
Keno Kozie Associates
03.2020 - 07.2023
Associate of Arts - Digital Communications And Media
Columbia College Vancouver
High School Diploma -
Oak Park And River Forest
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