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Work Background
Sierra Public Safety Group (SPSG)Help Desk Supervisor
Sep. 2021Chicago, Illinois, United States• Hires Help Desk Technicians
• Train New Employees
• Organizes and Oversees Schedules and Work assigned
• Conducts Evaluations
• Monitors and Review Calls
• Collects Data, Prepares Reports and Documentation
• Update/Modify Current Training Content
• Identifies Opportunities to Improve Customer Service Procedures
• Handled Disciplinary in Accordance to Policy
Healthcare Alternative Systems, Inc.IT Support Specialist
Mar. 2014 - Sep. 2021Greater Chicago Area• Provide technical support (English -Spanish)
• Manage Office 365 cloud accounts and Local Active Directory
• Responsible for all hardware and software, corporate connectivity, security, and problem resolution
• Build, deploy and provide technical support
• Install/Fix wiring and system layout.
• Support all corporate wireless assets and surveillance cameras
• Troubleshoot and rectify VoIP system problems extension programming and voice-mail
• Recommend hardware and software upgrades
• Schedule and conduct corporate network and systems upgrades
• Communicate with technical support vendors
City of ChicagoTechnical Support Specialist
Jul. 2010 - Mar. 2014Office of Emergency and Management Center/ 911• Provided desktop support to Police Departments, Fire Houses, and Rescue Emergency teams pertaining to security cameras, desktops, technical equipment and server outages and Beta-testing site of Homeland Security Network
• Monitored Network Infrastructure, Building Facilities, Telephone Systems and Components, Chicago Police Department Mainframe Applications, Computer Aided Dispatch Applications, Environmental Controls, Electronic Banners, Freight Tunnel Systems, Building Management Systems, Automatic Call Distributors, and Computer Hardware Error Messages
• Followed proper escalation, protocols and incident documentation • Assisted with audio-video conferencing during/prior to media press releases
• Maintained and closed out tickets after troubleshooting with personnel, diagnosis and follow up
JP Morgan/Chase BankDocument Prep. Clerk
Sep. 2008 - Mar. 2009* Utilized Microsoft Office products to assist in daily operations * Generated balance spreadsheet production and inventory reports
* Processed and reviewed barcode information in database
Univision RadioBoard Operator
Mar. 2008 - Jun. 2012* Responsible for producing all on-air transitions
* Running the radio station control board
* Follow station format, arrange and play commercial and IDs
* Run program and commercial logs, follow all applicable laws and FCC regulations
* Screens phone calls and runs live talk shows
* On-Air announcing
* Conduct Emergency Alerting System tests
MultiCultural Radio Broadcasting, Inc WNTD-AMOperations Manager
Aug. 2002 - Oct. 2007*Served as first level System Administrator and computer support
* Designed and maintained website, managed on-Air/production studios
* Prepared programming, edited audio drops, commercials and public affairs programs, reconciled traffic collections
* Populated audio database, completed log discrepancy and incident reports
* Assisted General Manager with administrative functions
* Trained staff/clients for studio operations and procedures
Catholic Charities of the Archdiocese of ChicagoSoftware Engineer
Mar. 2000 - Aug. 2001* Tested developed software
* Implemented test script and documented errors
* Implemented Crystal Reports to generate statistics on the organization
* Researched and analyzed vendor software products for recommendation and implementation
Catholic Charities of the Archdiocese of ChicagoAccounts Payable Representative
Mar. 1998 - Mar. 2000* Provided extensive customer service
* Processed accounts payable for the organization
* Created and implemented a centralized filing system for the financial department
* Generated vendor account status reports
Catholic Charities of the Archdiocese of ChicagoSupport Service Coordinator
Mar. 1997 - Mar. 1998* Processed accounts payables on a monthly basis for the department
* Created a centralized filing system for audit purposes
* Delegated tasks to new employees and students
* Prepared billing and data entry to comply with state governmental offices
Catholic Charities of the Archdiocese of ChicagoDonations Associate
Mar. 1996 - Mar. 1997* Updated filing system on participating corporations
* Generated acknowledgement letters * Implemented database-merging functions
* Processed incoming donations and cash receipts in to a database
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