Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
Generic

Steven Dillard

Hazel Crest,IL

Summary

System Administrator/Lan Administrator/Technical Desktop Support Specialist/Helpdesk Technologically sophisticated IT support and training Specialist with hands-on experience in project life-cycle management for technical and hardware applications. Proven desktop and network troubleshooting skills, with project management in PC refresh competency. Season professional with more than 28 yrs. of experience to support and maximize productivity. Expertise in: Help Desk & Hardware Support, First & Second Level PC Support, Project Management, System Upgrades / Conversions, Lan / Wan Architecture, Escalation Resolution, Peer-to-Peer User Groups, Web Contents, Customer Service, Systems Integrations, Mult-Platform Networking, Information Technology

Overview

18
18
years of professional experience

Work History

Application/Hardware Support Tech Part-Time

Smart Source Work Order
08.2018 - Current
  • Supporting work order requests from various companies for technical and hardware support.
  • Supporting technical and hardware services for various database corporations.
  • Supporting technical and hardware services for Citi Bank and Chase Bank.
  • Supporting technical and hardware services for CarMax.
  • Supporting tickets of my choosing from any institution that I can assist in their temporary technical needs.

EPA Environment Protection Agency/ CompTech Helpdesk/Lantech Support
06.2023 - 06.2025
  • Supporting and assigning tickets to the various IT teams for hardware, application, network, and telecom through ServiceNow.
  • DOD erasure of government hard drives on servers for security.
  • Assisting the network team with the replacement of APC battery backup per alert per floor.
  • Assisting in the deployment of IT equipment for new users.
  • Ordering Dell parts and accessories, either for replacement or servicing by Dell's tech onsite.
  • Assisting in IT moves, pickup of retired or terminated employees, and shipping of equipment to home office workers.

IT Specialist/ Site Support Tec

University of Chicago / Pace Systems Inc
01.2023 - 06.2023
  • Providing remote and hands-on support for the University of Chicago's 5 interconnected hospitals and off-campus satellites.
  • Addressing and resolving user access requests through the ticketing system Service Now.
  • Supporting all hardware and software, applications from classes, offices, operation rooms, and all areas of the hospitals.
  • Imaging various Dell desktops, laptops, minis for new users, COWS (Computers On Wheels) upgrading of corrupted hard drives.
  • Supporting various projects to upgrade mission-critical efficiency for staff and patients.
  • Contractual

Help Desk Support/Site Support

TCS Education System
09.2019 - 12.2022
  • The supporting of staff and students of 5 different colleges for fast hardware and software solutions.
  • Taking incoming calls through the ticketing system Zendesk, and having recorded conversations, caller id, number in the tickets.
  • Supporting various applications for staff and students that is supported for the roles consisting in AD.
  • Applying the Application Portal to make changes to the user information (Name Changes/Roles/Applications), which reflects in AD.

PACS VNA Application System Support

Northwestern Medical Center
01.2019 - 05.2019
  • Daily VNA validating missing and misplaced images per correct patient records.
  • Daily VNA cleanup of images in all databases to match and reflect correct patient records.
  • Performing process for ICT study validations per matching correct images per DICOM DBS Manager.
  • Using AccuMed Image Manager for VNA cleanup, name changes, patient merge, study merge, series, conflicts, moves, and simple errors.
  • Supporting the PACS team in cleaning the old VNA studies, so the new VNA can import images on the new VNA.
  • Contract

System Administrator

CSP Community Service Providers
02.2018 - 08.2018
  • Administrating through Active Directory group policies and application deployments and updates.
  • Supporting various not-for-profit businesses through the helpdesk line and ticketing system E-ticket.
  • Supporting VOIP telephony systems Allworx, BlueNet, and ShoreTel.
  • Servicing, rebuilding, and deploying applications and networked computers, laptops, printers, and smartboards for members.
  • Creating supporting and managing Active Directory accounts for over 3900 users, from various extended supported agencies.
  • Contractual

Senior Helpdesk Systems Analyst

VTech Solutions Inc. / RTA
09.2017 - 01.2018
  • Supporting and assigning tickets to the various IT teams for issues in hardware, application, network, and telecom through BMC.
  • Acronis imaging various HP, and Lenovo AIO desktops and laptops for new users and corrupt hard drives through BMC Footprint.
  • Migrating from windows 7 to 10 using BMC Footprint deploying imaging software with windows 10.
  • Creating and managing Active Directory accounts through Microsoft Desktop Authority for corporate users and satellite offices.
  • Supporting RTA end-users with Symantec Endpoint Protection, and Symantec Backup Exec.
  • Contractual

Technical Support Analyst

American Cancer Society
08.2015 - 06.2017
  • Support hardware, software, telecom, and network for the ACS offices residing in Illinois and Indiana from LanDesk ticketing system.
  • Creating, supporting, and managing Active Directory accounts for users that reside within the North Central Regions.
  • Creating, supporting, and deactivating Telecom accounts through Avaya and Shortel VOIP systems.
  • Service Desk chat/phone support for employees with issues within ACS global network.

Access Mgmt. Sup/Helpdesk

HC Tec Partners Inc/University of Chicago / Bio-Medical Center
11.2014 - 06.2015
  • Providing approved access support for users, by creating the application, security, and framework in Centricity.
  • Addressing and resolving user access requests through two ticketing systems. (BMC Service Desk Express and Service Now).
  • Authorizing VPN access remotely to local machines/servers or Citrix Epic offsite for users' work orders Active Directory requests.
  • Applying Cadence security classes for Epic user accounts per user roles.
  • Generating or changing manager's assignments, roles, and access in Kronos Workforce Central.
  • Contract

Client Technical Support

Principle Solutions TransUnion Inc.
08.2014 - 10.2014
  • Providing second-tier support for clients having issues accessing the TUDirect website through Unicenter ticketing system.
  • Creating and deactivating CTS portal access for users upon issued email requests.
  • Managing and supporting users' roles and resetting passwords with TUDirect InternalAdmin.
  • Ticketing support for various cases within SalesForce's Intouch system.
  • Contract

Lead/ Migration Tech

Smart Source/Insight Inc. Trustmark
02.2014 - 05.2014
  • Implementing, training, and procedures for the basis of upgrading laptops and desktops from Win XP to Win 8.1.
  • Training, assisting, and imaging various HP and Lenovo desktops and laptops for users.
  • Supporting migration team with the use of SCCM for backing up software and imaging hardware with Win 8.1.
  • Quality assurance of all hardware/ software before image hardware is returned to the user.
  • Early morning support for users that may need assistance.
  • Contract

Lan Administrator/ 3rd Tier Helpdesk Support

Rogers Enterprises Inc.
08.2010 - 01.2014
  • Supporting Dell/HP servers with Windows 2003, 2008, and 2012 servers.
  • Using Dell Kace 1000/2000 to deploy new patches, applications, and asset control to the servers and workstations.
  • Supported end users through Active Directory, Exchange Server, DNS server.
  • Maintenance and support of Cisco routers and switches.
  • Providing backup support for the helpdesk and network administrator.
  • Ticketing support through Remedy ticketing system.
  • Set up new facilities which consist of installations and configuring network hardware.
  • Assisted in projects of upgrading all specific software, and licensing issues.
  • Created and provided ticketing support with Share point.

Application Support Tech

Lawndale Christian Health Center
03.2010 - 08.2010
  • Supporting Centricity and various systems applications, Help Desk Support for entire medical facilities.
  • Configured and set up user accounts and profiles with Active Directory, Exchange, Citrix Xen Server, and VM ware Servers.
  • Authorizing VPN access remotely to local machines/servers or Citrix Epic offsite for users' work orders Active Directory requests.
  • Applying Cadence security classes for Epic user accounts per user roles.
  • Epic accounts creation access for various users within the medical facility per title and roles within the medical community.
  • Build, configured, and setup up HP servers as application, web, and email.
  • Assisted in projects of upgrading all specific software, and licensing issues.
  • Created and provided ticketing support with Share point.
  • Install, configured, test, maintain, monitor, and troubleshoot end-user thin/fat clients, software, and networking peripherals.
  • Contract

VOIP Conversion Tech

Smart Source/ Bank of America
09.2009 - 10.2009
  • Implementing and deployment of Avaya 4620, 2420 to Cisco 7962 VOIP phones.
  • Configured and set up Cisco phones and Polycom for banking officials and users.
  • Troubleshoot and identify networking issues for Cisco VOIP phones and Polycom.
  • Supported and resolved crossover network connection issues working with Cisco 6504E switches.
  • Provided ticketing support for users with various network interface and voicemail issues.
  • Hands-on support for users with training, setup, and voicemail issues with new Cisco VOIP phones.
  • Contract

Helpdesk Support/Lan Administrator Support

Smart Source/Banctec/Harris Bank
11.2008 - 04.2009
  • Providing Help Desk support to thousands of users worldwide, earning a solid reputation for productivity, complex problem resolution, and professionalism.
  • Provided special assistance to key departments including Equity, Fixed Income, Investment Banking, and Legal.
  • Escalated issues as needed and maintained communication with the customer and technical teams.
  • Prioritized major phone and onsite support for new Office 2007 users.
  • Extensively utilized the Remedy ticketing system to record and track issues.
  • Supported end users through Active Directory, Exchange Server, and DNS server.
  • Supported remote access using dialup/VPN Secured ID.
  • Researched and implemented new hardware and software into the environment to increase efficiency.
  • Supported internal network security, including adding/deleting users and shared permission.
  • Contract

Project Coordinator/Migration/Helpdesk Support

Paladin /Banctec/Harris Bank
01.2008 - 09.2008
  • Performing on-site and analysis, diagnosis resolution of complex desktop problems, both hardware and software for users.
  • Migrating 4000 users' laptops and desktops from Windows 2000 to XP Office Connect OS.
  • Promoted to project coordinator on critical software and hardware support project.
  • Strategic planning, trend analysis, forecasting, and inventory tracking in IT environments.
  • Adept in negotiating with clients and third-party vendors.
  • Coordinate various projects, with 100% forecast and completion of deliveries.
  • Configuring and testing new software to work efficiently with the new OS and Office 2007.
  • Upgrade and trained certain departments and users for Microsoft Office 2007.
  • Traveling to different locations to oversee progressive migration of new OS.
  • Led team to ensure proper SOP is performed in the setup of high-profile users.
  • Contract

Education

Micro-Tech Certificate - MCSE NT VALID, CCNA 3YRS, CITRIX XP 3YRS, A+ 3YRS

Micro-Tech
Schaumburg, IL
06.2007

B.A - Business Administration, Computer Science

Chicago State University
06.1999

Skills

  • Operating Systems – Windows 95/98/2000/ XP/Vista/7,8,10,11 Windows Server( NT, 2000, 2003, 2008, 2012, 2016), SharePoint Server 2007, 2013 SBS 2007, MS Virtual Server, VMware vSphere 40, 50, 65, VMware Workstation 80, 83, VMware ESX 3 Server, Web Server, MS File Server, Citrix ICA Client, Citrix Metaframe XP, Citrix Xen Server 60, Citrix XenApps 65, 66, Citrix XenDesktop 56, Hyper V, VMware vSphere 65, VMware Workstation 80/83, SCCM 2012 R2,SP1, MS Active Directory 2000, 2003,2008, 2012, MS Terminal Server, Linux Red Hat 6, Unix-HP Novell Netware 411, Mac OS (Jaguar, Snow Leopard, Mountain Lion, Maverick, Yosemite, El Capitan, High Sierra)SonicWall VPN Client, SQL (65/2005, 2008, 2012,2014)
  • Software/Applications- Office Professional ( 97/2000/XP/2003/2007/2010/2013/2016),MOS BPOS, AMI, Kronos, Renal Star, Renal Lab, Time-D, Time-W, Exchange Server 2003, 2007, Media-Fax, CMS, Winform, Wise Technology, Nortel Network, WIC viewer, Blackberry, Adobe v6-12, LAN Guard Network Scan, PD link v30, PD Adequest, Poet, Remedy ticket software, Magic (ticket software), Lotus Notes 8, PC Anywhere Investran 511, Thomson 1, Bear Stearn, Net Exchange Pro, Net Meeting, Thomson Financial, Juniper Networks, Salesforce, Meridian1 ( Nortel ),Optivity Telephony Manager, Calipilot Manager(Voicemail), Contact (ticket software), Sonic Wall Client (VPN) DNS, DHCP, Norton's Anti Virus, McAfee Antivirus, SAP R/3 46, Hot VT, Ad-aware, Active, Password Changer, Symantec Backup Exec 10d, Norton's Ghost 8, Vart Imaging, CTI Money Net, Hummingbird Imaging, Shiva, Document Direct, File Maker Pro, Prevasive SQL, Uniti, Captaris, Right Fax, Pretty Good Privacy 8 (PGP), CheckVision, SNL Financial Data Source, ABBY PDF Transformer, Interwoven, Capital IQ, Facset, Mod KMV Credit Monitoring, Reuter, Siebel Web/Thick Client, Thomson One Banker, LiveLink/Explorer, Group Wise, Altiris Imaging , Cisco Call Manager, MS Proxy, Server, ,DocuTrack, Dream Weaver 5, Flash 5, MS Visio 2003/2007/2010/2013/2016, MS Power Point 2003/2007/2010/2013/2016, Windows System Update Server (WSUS), Kronos Work Force Central, BMC Service Desk Express Ticketing System, Service Now Ticketing, Epic EHR, GE Centricity EHR, LanDesk Ticketing software, Avaya Call Manager, Shortel Call Manager, BMC Footprints Ticketing, Dell Desktop Authority Client Services 804, WebEx Tools, Cisco Jabber, Cisco Web Security, IronPort Security, VM Ware Horizon Client, X Protet Video Smart Client, Granius, CoSign, Hightail Outlook 2016, Adobe Pro 11, ESRI ArcGIS, Cisco View Mail,Docuware, Google Apps, Dell SonicWall NetExtender, GE Centricity Practice Solution (CPS/EMR), Epic (EMR), Agfa PACS viewer, McKession PACS, Oracle System Access Manager, AccuMed Image Manager, Windows System Update Server (WSUS), Canvas, Campus Vue/ Nexus, Salesforce Lightning/Davinci, Adobe Creative Cloud, Cisco Jabber, Tenfold Communications, Cisco Any Connect Secure Mobility, Cisco IP Communicator, Cisco IP Communicator Service, Cisco Unified CM Administrator Console, Cisco Unity Connection Admin Console, Cisco Imagicle Recorder, LogMeIn, GoToMeeting, ISL Light Remote Tools, DUB Mobile Admin, Microsoft Azure Multifactor Authenticator, Microsoft On-Prem Exchange Administrator, Microsoft O365 Admin Center, Microsoft Teams, Kace System Management Appliance, SCCM OS/Application Deployment Software Center, Malwarebytes Nebula Endpoint Protection, Zendesk (Ticket software), UteLog Web based AV, Workday Admin Portal, APP Portal, ( SNOW ) ServiceNow ticketing
  • Hardware Cisco 4000,3600,3000,2600,1600/Nortel Routers, Ad Tran-Excalibur CSU/DSU, Digi Port Servers, Nortel Bay Stack Switches, Ad Tran Switches, Cisco 6500 switches, Century Net server, Braun Controllers, Wyse/HP Winterms, Wyse/IBM/ADDS Dummy Terminals, Kronos Time Terminal Server, Cisco Wireless Access Points, Dell Kace Imaging Server, Dell Kace Inventory/Applications Delivery/System patch update/Ticketing System, Hewlett-Packard Printers, Zebra Label Printers, Lantronic Print Server, Dell/Compaq/Gateway, HP, Lenovo Desktop Computers, Dell/Compaq/Gateway/HP/Lenovo/ iMac Laptops, Blackberry/ Treo/ Motorola Q/ Android/iPhones cell phones, Nortel VOIP phones, Cisco 7962 VOIP Phones, Avaya 4620,2420 Phone, Cisco Polycomm, Lexmark Printers, Ricoh printers, Linksys, IBM Servers, MCR printer, MagTek Pinpad, MagTek Check reader, Ithaca Validator, Panini Scanner, MagTek Card Swipe, Veriphone, IBM Server, TCD (Teller Cash Dispenser), Instachange Coin Dispenser, Cisco UCS, Cisco Web Security Application, Lenovo AIO, Cisco Meraki WAP, Neo Ware Thin Client, HP Thin Client, Cisco Sonic Wall Firewall, Watch Guard Firewall, Cyberoam UTM, Zyxel UTM , Allworx, Blue Net,ShoreTel phones, NetGear Switches, Poweredge R710, Cisco/Meraki, Avaya Work Place, Avaya Genisis
  • Network Protocols LAN/WAN, TCP/IP, IPX/SPX, NETBEUI, WINS, POP3, FTP, TELNET, RAS,VPN, ICMP, RIP, NAT, UDP, ARP, FRAME RELAY
  • Asset management
  • Software configuration
  • Hardware installation
  • Network configuration
  • Remote support
  • Operating system support
  • System diagnostics
  • Data recovery
  • Performance optimization
  • Advanced troubleshooting
  • Device management
  • Peripheral support
  • Computer hardware troubleshooting
  • Vendor relationship development
  • Software installation
  • Customer relationship management
  • Technical problem solving
  • Project management
  • Operating system management
  • Website development
  • Hardware design
  • System configuration
  • Testing and debugging
  • Diagnostic testing
  • Technical support
  • Component replacement
  • Proficient in [software]
  • Network administration
  • Results documentation
  • HelpDesk support
  • Device calibration
  • IT service management
  • Computer maintenance
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Microsoft windows and office
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Organizational skills
  • Team collaboration
  • Network support
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Remote technical support
  • Decision-making
  • Relationship building
  • Help desk support
  • Desktop support
  • Friendly and patient
  • Troubleshooting network issues
  • Team building
  • Task prioritization
  • Technical issues analysis
  • Self motivation
  • Hardware and software repair
  • Technical troubleshooting
  • Interpersonal skills
  • Highly professional
  • Goal setting
  • VPN management
  • Customer communication and empathy
  • Collaborative team player
  • Application support
  • Time management abilities
  • Adaptability
  • System testing
  • Quality assurance
  • Training development
  • Software upgrades
  • Application installations

LANGUAGES

C++, HTML, VISUAL C++, DHTML, PowerShell Scripting

Timeline

EPA Environment Protection Agency/ CompTech Helpdesk/Lantech Support
06.2023 - 06.2025

IT Specialist/ Site Support Tec

University of Chicago / Pace Systems Inc
01.2023 - 06.2023

Help Desk Support/Site Support

TCS Education System
09.2019 - 12.2022

PACS VNA Application System Support

Northwestern Medical Center
01.2019 - 05.2019

Application/Hardware Support Tech Part-Time

Smart Source Work Order
08.2018 - Current

System Administrator

CSP Community Service Providers
02.2018 - 08.2018

Senior Helpdesk Systems Analyst

VTech Solutions Inc. / RTA
09.2017 - 01.2018

Technical Support Analyst

American Cancer Society
08.2015 - 06.2017

Access Mgmt. Sup/Helpdesk

HC Tec Partners Inc/University of Chicago / Bio-Medical Center
11.2014 - 06.2015

Client Technical Support

Principle Solutions TransUnion Inc.
08.2014 - 10.2014

Lead/ Migration Tech

Smart Source/Insight Inc. Trustmark
02.2014 - 05.2014

Lan Administrator/ 3rd Tier Helpdesk Support

Rogers Enterprises Inc.
08.2010 - 01.2014

Application Support Tech

Lawndale Christian Health Center
03.2010 - 08.2010

VOIP Conversion Tech

Smart Source/ Bank of America
09.2009 - 10.2009

Helpdesk Support/Lan Administrator Support

Smart Source/Banctec/Harris Bank
11.2008 - 04.2009

Project Coordinator/Migration/Helpdesk Support

Paladin /Banctec/Harris Bank
01.2008 - 09.2008

B.A - Business Administration, Computer Science

Chicago State University

Micro-Tech Certificate - MCSE NT VALID, CCNA 3YRS, CITRIX XP 3YRS, A+ 3YRS

Micro-Tech

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Steven Dillard