Steve Undag
Summary
Expertise in providing Tier 1 and 2 escalation support to desktop/laptop/network/voice/AV audio system/Epson Projector/HP printers related issues Proficient in Operating system Windows 10/ MAC OS / iPads / Expert in trouble shooting desktop/laptop/network/Access Points/Cisco Voice/AV audio system/Epson Projector Performed Install, Move, Add and Change (IMAC) cisco IP phone/Servers/Cisco devices/Storage/PCs/laptops/iPads Proven experience in creating and preparing Incident in Service desk application on the daily basis Experience in installing and patching Software/OS via SCCM System Center Configuration Manager Experiences in administering/maintaining Active Directory domain users/policies / resetting password / enable/disable account / creating users Excellent experience in troubleshooting user/server connectivity problems, identify their source and determine solutions, test and implement selected solutions Performed VOIP configuration and administration / Resetting Voicemail password extension. Knowledge and working experience in Cisco VOIP/SW/Router/AP configuration, maintenance and troubleshooting Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
NFD_Lead User Support Specialist
New Trier Township District High School
07.2019 - 01.2019
- Expert in Managing Emails (Outlook 2016 & O365), Cisco Phones, in-person walk-in Request, Remote for assistance via Quick Assist and RDP
- Providing second and third level Hardware/Software and associated peripheral support to an internal staff and student base of 1500+
- Maintaining a full efficiency resolution rate to resolve Student and Staff challenges with the Tech devices (LENOVO/HP/Surface/MacOS), mobile iPads, Cisco PHONE, Cisco Jabber & VPN DUO mobile
- Expert in Providing Tier 1 and Tier 2 Hardware Support by conducting assessment and repair of Laptops/Desktops, Mobile iPad devices, Cisco Phone, HP/Canon Printers, Epson Projectors, APPLE TV and AV Audio sound equipment
- Removing and Installing Access Point (maintenance, configuration and cabling)
- Connecting Network Printers/Cisco Phones 7800/8800 /Cisco Switch 3560/Cisco AP meraki-57 to IDF/MDF
- Installing Software for Science, MATH and CAD for Desktop and Laptop
- Updating Firmware/BIOS/iOS/Windows Version/HP Drivers (HP, LENOVO, and MAC laptops/desktops)
- Configuring and administering Cisco VoIP / Cisco Jabber
- Knowledgeable and experiencing Install / move / add / change Cisco Phone via Console CCMA and CUCM
- Setting a Voicemail Outlook via Console CUCM version 12.5.1
- Enrolling Mobile Device Management using JamF pro portal
- Managing iPads/MACs and Apple devices using JAMF pro admin
- Administering Cloned Devices via SCCM System Center Configuration Manager
- Administering and Monitoring Networks/AP/VM via Whatsup Gold
- Apple TV install / move / add / change manual configuration
- EPSON Projector install / move / add / change manual configuration
- Palo Alto and Cisco VPN / VPN DUO / RSA token Installing and Resetting Accounts
- Installing Scripts (for VPN and Software installations)
- Replacing hardware (battery, hard drive, monitors, FAN, power supply)
- Maintaining accurate inventory of all Technology devices
- Re-cloned New HP laptops for Science/Math/MCL/English/Kinetics/Admin Staffs
- Re-cloned LABS MCL/Science/CAD laptops and desktop
- Installing and updating CAD software license via server license
- Administering and managing Active Directory (enable and disable accounts)
- Resetting Accounts in Active Directory
- Moving Devices in correct OU in AD
- Print Management Monitor and Maintaining
- Device Manager and Configuration Manager (group policies)
- Quality Control the re-cloned laptop and desktop according to QC lists instructions
Tech Support Specialist
Schools
04.2019 - 01.2019
- Supporting for School users and resolving and updating incident tickets
- Connecting to devices with Admin Domain Laptops/Desktop/Chromebooks (Acer/Dell)
- Troubleshooting Projector/Smartboard/Replicator/Cisco phones/PC and laptops
- Ghosting Tools using HP laptop windows 7 to windows 10
- Installing and updating software center applications
- Reallocating and decommissioning servers/desktop/laptops/projectors/replicator
- Set-ups Hp laptop/Projectors/Speakers/Microphones for presentations
- IMAC requests (Install/move/add/change) desktop/laptops/monitor/printers/servers/Cisco phones
- Troubleshooting Ricoh copiers Network/Toner/Offline/Install/
- Resetting cisco phone voice mail password and set-ups for new users
Field Support Engineer
SENTINEL TECHNOLOGIES, Viant Medical
01.2019 - 01.2019
- Perform and experience in Domain Migration
- Converting User Profile Migration to new domain
- Removing and installing anti-Virus in all laptop and desktops devices
- Involve in Hardware Replacement/ Wireless Access Point (Cisco Meraki)
- Removing and replacing new phones (cisco phone to yealink phones)
- New phone system, replacement cisco phone to Yealink phone and configuring and Tshoot
- Configuring and Installing HP printers to print servers
- Setup all copier and HP printers to DHCP and have a network IP
Helpdesk Support Agent
SENTINEL TECHNOLOGIES
11.2018 - 12.2018
- Supporting for School users and resolving and updating incident tickets
- Connecting to devices with a Admin Domain Laptops/Desktop/Chromebooks(Acer/Dell)
- Troubleshooting Smartboard/Replicator/Cisco phones/PC and laptops
- Ghosting Tools using HP laptop windows 7 &10
- Installing and updating software center applications
- Reallocating and decommissioning servers/desktop/laptops/projectors/replicator
- Set-ups Hp laptop/Projectors/Speakers/Microphones for presentations
- IMAC requests (Install/move/add/change) desktop/laptops/monitor/printers/servers/Cisco phones
- Troubleshooting Ricoh copiers Network/Toner/Offline/Install/
- Resetting cisco phone voice mail password and set-ups for new users
- Ability to work confidently and securely with sensitive/confidential data
Computer Technician
DELL Tech
Cummins
09.2018 - 11.2018
- Providing supports for users and resolving and updating incident tickets
- Connecting to devices with a console port / cable and execute basic command-line statements for diagnostics and commissioning
- Migration Tools using Dell windows 8 to windows 10
- Installing software center applications such a Microsoft Outlook 2018/Skype for Business
- Reallocating and decommissioning servers/desktop/laptops
- Microsoft Office – Outlook and Excel support and troubleshooting
- Experience with IMAC requests (Install/move/add/change) desktop/laptops/monitor/printers/servers
- Expert in troubleshooting PC's, Laptops, network connectivity, Hardware and Software issues
- Experiences in troubleshooting Active Directory domain users/policies / resetting password
- Supporting via Remote Desktop/Bomgar/VPN access
Data Center Support
Motorola Solutions Inc
Schaumburg, IL
06.2015 - 07.2017
- Providing Tier 1 and 2 escalation support to network/voice/tape operations related issues
- Implementing cable management and fiber network activities
- Racking & stacking cabinets, racks, configuring rail depth and installation hardware
- Reallocating and decommissioning servers
- Troubleshooting offline/downed server issues and Troubleshoot, install windows 8 to windows 10, MAC
- Monitoring network/voice using RTMT (real time monitoring tool)
- Performed VOIP configuration and administration
- Performed Install, Move, Add and Change (IMAC) cisco IP phone/Servers/Cisco devices/Storage/PCs
- Troubleshooting device mobility, extension and multicast music on hold
- Setup and configuring Voice mail, Custom Prompt and auto attendant
- Knowledge and working experience in Cisco VOIP configuration, maintenance and troubleshooting
- Knowledge in Cisco Unified Communication Manager (CUCM 10.5) Unity Connection/UCCX
Network Support
Blue Cross Blue Shield
Waukegan, IL
11.2011 - 12.2014
- Participating IMAC (Installation, Move, Add & Change) – Servers, Storage, SW/Routers/Devices
- Creating and preparing Incident in Service desk application on the daily basis
- Schedule/Update/Resolved Change orders
- Performing system shut down/IPL to the HMC applications
- And activate to New IPL or Normal IPL (Open/Production system)
- Supporting server AS400/IBM Mainframe Tape libraries/Oracle Storage Robots
- Knowledge of Mainframe tools such as: TSO/JCL/Open systems
- Daily running backups and involved disaster recovery management
- Escorting & overseeing such as carriers or service providers/vendors (Oracle/Hitachi/IBM/EMC)
- Receiving & Shipping offshore tapes backup in tape operations
- Evaluating network device inventories and supported asset management practices
- Implementing cable management and fiber network activities
- Troubleshooting user/server connectivity problems, identify their source and determine solutions, test and implement selected solutions
- Surveying, disconnecting, reconnecting and providing basic quality assurance testing for user relocations
- Assessing system alerts, replace failed hardware such as hot-swappable disks, power supplies and other field serviceable components
Education
Bachelor - Science, Computer Science
System Technology Institute Philippines
Certified Cisco Network Associate Certified HP Laptop/PC Hardware Technician Certificate of completion in CompTIA Network+ Certificate of completion in CompTIA Security+ Certificate of completion in Design, Build and Manage Cisco Meraki Certificate of HP Technician Certificate of HP Technician Mobility Certificate Linux System – Mnet IT Solutions Certificate of completion in JAVA, PHP and MySQL programming -
Skills
- Troubleshooting
- Root Cause Analysis
- Remote Technical Support
- Customer Service
- Collaborative Team Player
- Data Migration
- Service Desk Team Management
- Software Patches
- Troubleshooting Network Issues
- System Configuration
- Hardware Evaluations
- Application Installations
- Account Administration
Timeline
NFD_Lead User Support Specialist
New Trier Township District High School
07.2019 - 01.2019
Tech Support Specialist
Schools
04.2019 - 01.2019
Field Support Engineer
SENTINEL TECHNOLOGIES, Viant Medical
01.2019 - 01.2019
Helpdesk Support Agent
SENTINEL TECHNOLOGIES
11.2018 - 12.2018
Computer Technician
DELL Tech
09.2018 - 11.2018
Data Center Support
Motorola Solutions Inc
06.2015 - 07.2017
Network Support
Blue Cross Blue Shield
11.2011 - 12.2014
Bachelor - Science, Computer Science
System Technology Institute Philippines
Certified Cisco Network Associate Certified HP Laptop/PC Hardware Technician Certificate of completion in CompTIA Network+ Certificate of completion in CompTIA Security+ Certificate of completion in Design, Build and Manage Cisco Meraki Certificate of HP Technician Certificate of HP Technician Mobility Certificate Linux System – Mnet IT Solutions Certificate of completion in JAVA, PHP and MySQL programming -
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