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- 1. Carolyn Kelley<br />3896 Blackstone Drive, Naperville, Illinois 60504 Cell: (630) 777-4163Email:Kelleycarolyn@hotmail.com<br />Professional Competencies:<br />Data Center Operations<br />Helpdesk/Desktop Management<br />Vendor Management<br />Third Party Client Service Experience<br />Software Support/Distribution<br />Team building and Leadership Skills<br />Interpersonal and adapting skills. <br />Staff Management and Development<br />Confidentiality and Client Sensitivity <br />Systems Testing and Beta Testing<br />Change Management Experience <br />Project Lead and Consultant<br />Technical Proficiency:<br />Cisco Routers and Switches Programming<br />XP, Windows 7, 2000/2003/2008 Server<br />Visio 2007, Office 2003/2007/2010<br />Diagnose, repair and rebuild computers<br />SNMP<br />Protocols-TCP/IP, Ethernet, Frame Relay IPv4, IPv6<br />Business Intelligence – Oracle, Cognos<br />DNS, Proxy Firewalls, DHCP<br />Computer Forensics Training<br />Disaster Recovery creation, configuration and release<br />Email Environments – Exchange/Lotus Notes 8.5<br />Linux OS (RedHat)<br />Microsoft SQL Server<br />Network design and implementation<br />Virtualization (Vmware, XenDesktop, VirtualBox)<br />CRM<br />Citrix Farm planning, creation, configuration and release<br />BMC Tuner Software release (A.D. Group Policy)<br />VPN, RSA, Active Directory, Open LDAPVLAN<br />Mac OS X(10.4 - 6)<br />Microsoft 365 Administration (Outlook, SharePoint, LiveMeeting) <br />Education and Training<br />Keller Graduate School of Management – Naperville Campus<br />Masters of Business Administration (2013)<br />Concentrations: Information Security<br />Robert Morris University- Dupage Campus<br />Bachelors of Applied Science in Network Management (2011)<br />Concentrations: Networking and Systems Integration<br />Professional Overview<br />Computer Science Corporation, Oakbrook, Illinois (November 2008 – present) <br />Support Desk - Full-time permanent position<br />Assist MIS managers in a Windows 7 rollout worldwide.<br />Add, change, and delete printers on the Hyatt Hotels & Resorts network.<br />Receive, image, configure and track new/existing desktops and laptops.<br />Ensuring critical Hyatt servers are running to maximum efficiency daily.<br />Work with outside contractors (Micros, NCR, HTG, IJWS and AT&T) to correct issues with vendor specific software as it may impact Hyatt daily productivity.<br />Evaluate, configure and install network equipment (routers, switches, hubs, DSUs, modems). <br />Develop project plans and cost models for projects.<br />Walk users through how to setup Lotus Notes 8.5 and troubleshooting problems. <br />Involved in a rollout from GroupWise to Lotus Notes.<br />Involved in a rollout from Lotus Notes 8.5 to Microsoft Business Productivity Office Services.<br />Log and resolve trouble ticket from distribution centers and technicians in Remedy call logging software.<br />Blackberry enterprise server support <br />Amerisource Bergen, Buffalo Grove, Illinois (March 2008 – November 2008)<br />Client Software Support Engineer - Full-time permanent position<br />Worked with end users via remote connection with VPN, RDP and pc anywhere to fix connectivity issues.
- 2. Created scripts to manually fixed database tables using SQL.
- 3. Scanned systems with Norton and McAfee software for detection of viruses and spyware.
- 4. Reset Remote Access Secured Tokens.
- 5. Administration and maintenance of telephone systems, including telephone switches.CNA INSURANCE, Aurora, Illinois (October 2007 – March 2008)<br />Data Services Customer Care Engineer I - Consultant for Network Operations Center<br />Set up new user access in Oracle and ran scripts for removing hung up reports within Oracle.<br />Remote assistance to customer machine via RDP to fix any problems within the Windows XP environment.<br />Supported infrastructure engineers/developers to implement the resolution of technical problems involving creation of technical infrastructure and its integration into the firm's existing computer systems.<br />Analyze problems, develop and implement solutions and make decisions that significantly impact project.<br />MCDONALD’S CORPORATION, Oakbrook, Illinois (May 2007 – October 2007)<br />Support Specialist Level II - Consultant for McDonald’s<br />Assisted in evaluation of new software/hardware products including enhancements/upgrades/fixes. <br />Troubleshot infrastructure functionality and performance issues including interfaces to databases. <br />Improved business processes with IT solutions.<br />Responsible for documentation of trouble solutions to strengthen team knowledge base.<br />Reset passwords for People Soft which was used for time tracking.<br />DOS to map NetWare drives and completes transfers. <br />Utilized Remedy to complete request that came from the support center.<br />GRANE TRANSPORTATION, Bensenville, Illinois (March 2007- May 2007)<br />Jr. Network Administrator - Consultant for Grane<br />Expert in strategic planning, client consultation. <br />Performed planning, network design and security. <br />Carried out contracts and procurement, customer service and training. <br />Remote maintenance and patch installation, on-call 24/7.Query system for weekly order progressions and perform order reviews as part of ongoing quality audits as well as to identify either system software problems or user training deficiencies.<br />SMART SOURCE, West Chicago, Illinois (July 2006 – March 2007)<br />Senior Support Engineer - Consultant for Insight<br />Performed basic testing of the network, workstations, servers, communications equipment and supported applications to resolve problems.<br />Responsible for setting up Windows XP machines with wireless access points or cat 5 cables.<br />Provided IT and telecom strategy to clients of different industries.<br />GRIFFIN SOLUTIONS, Downers Grove, Illinois (February 2006 – July 2006)<br />Senior Helpdesk/Desktop Support Analyst - Consultant for Wildman, Harrold, Allen and Dixon<br />Set up and installed desktops and laptops for new users.<br />Pager rotation for support of issues outside the normal support center hours of operation<br />Participated in the documentation policies and procedures used in day-to-day operations.<br />Moved, set up and install desktops and laptops for new users.<br />ACXIOM, Downers Grove, Illinois (November 2005 – February 2006)<br />Helpdesk/Desktop Support Analyst - Full-time permanent position<br />VPN manager support and supported all VPN tunnels.<br />Verified back-ups through VERITAS.<br />Set up new user access in Oracle and supply chain applications.<br />STATE OF ILLINOIS – C.E.D.A., Chicago, Illinois (July 2005 - November 2005)<br />Desktop Support Specialist- Independent Consultant for State of Illinois<br />Participated in rollout of moving MAC users over to the Active Directory Server.
- 6. Worked as part of a team involved in roll-out of 750 machines to 233 locations in various counties in Illinois.
- 7. Responsible for break/fix in the field, including installing virus software and memory, installing print drivers, mapping network drives, cleaning spy ware, changing passwords, replacing cables and rewiring as needed.