Tracy Johnson 1900 Canal St. Unit 3D Blue Island, ILL. 60406Cell 708-631-7087 / Hm. 708-631-0012 tracyjohnson.info@gmail.com Summary ➢       Technical Support Representative skilled at resolving complex customer service issues in a timely manner.➢       Analytical thinker adept at resolving complex network issues. Critical thinker who addresses customer support issues and who quickly exceeds performance standards. Highlights ➢       DHCP, DNS, Ethernet, LAN aptitude, Windows 7, Windows 8, MS Office proficient. Lotus Notes proficient.➢       Apple OS X, iPhone, iPad, MacBook Pro.➢       Android, Phones, & Tablets. PC – Imaging Active Directory, Server 2008, Exchange Server, Server 2012, and WDS = Windows Deployment Services. ESX VMWare, Hyper V, Office 365.  Experience Support Analyst Level IIIFebruary 2015 to PresentICC / International Code Council Image new PC’s using WDS = Windows Deployment Services Microsoft Server 2012. Built and Capture Images. PC hardware & software configuration. Along with LAN connectivity. Remote Support using Kaseya. Remedy incident tracking software. Desktop / LAN support. IT Analyst Level IIIFebruary 2013 to August 2014Land O’ Frost➢       Acronis Workstation backup for entire Land O’ Frost Domain.➢       Responsible for Server Tape Backups.➢       Installed WSUS - windows server update services.➢       Build new Desktops & Laptops with company standard image.➢       Setup MAC Book Pros, iPads, iPhones & Android devices on Windows Domain.➢       Setup Exchange Server settings on IOS devices & Android devices.➢       IT Procurement company wide.➢       Handle all day-to-day IT related issues.➢       Setup AS400 session from the Mainframe.➢       Direct IP Printing. Desktop Analyst Level IIAugust 2012 to December 2012Allianz Corporate Global & Specialty➢       Support 259 users in the Chicago Office and 1,700 users nationally. Dame Ware for remote support and LOGMEIN a third party application for VPN users.➢       Image Dell & Lenovo laptops and desktops using Acronis via USB stick.➢       Windows 7 OS with MS Office 2010 & Lotus Notes 8.5.3 with IE8 and Service Now as the ticket tracking software.➢       Install & configure Lotus Notes 8.5.3, Sametime as well as troubleshooting.➢       Install, configure & troubleshoot Cisco VPN.

➢       Blackberry support along with Apple’s iPhone 4S and 5. Also iPad 2 and 3. With IOS 5 & 6.➢       Network Printing along with Direct IP printing.➢       Reset Passwords and unlock user accounts in Active Directory.➢       Set-up new user’s workstations. Install, configure, & troubleshoot proprietary software applications. Desktop Technician Level IIApril 2012 to August 2012General Growth Properties➢       Support 800 users in a Windows 64bit environment.➢       Support Microsoft Office 2010 & Set-up and configure Office 2010.➢       Also set-up & configure Office 365.➢       Set-up User accounts in Active Directory, reset passwords, move PC’s to different OU’s (organizational units)➢       Set-up & image new PC’s, rename, add to Domain, & Deploy to workstation.➢       Set-up Verizon & AT&T air cards.➢       Troubleshoot hardware & software related issues.➢       Blackberry support along with Apple’s iPhone 4 & 4S. Also iPad 1 &2 with IOS 5.  Desktop/LAN Technician/LEAD TechnicianAugust 2011 to January 2012Prudential Financial➢       Managed 3 Offices in Downtown Chicago and in Lisle.➢       Installed, configured, and trouble shoot Lotus Notes 8.5 & Sametime. Remotely and desk side.➢       Built new PC’s (Dell desktops & Lenovo notebooks) with firm’s image via Server or Flash Drive.➢       Tracked ticket incidents with Remedy.➢       Activated new Blackberries on BES (Blackberry Enterprise Server).➢       Installed new Network printers, and local printers.➢       Completely managed Windows 7 rollout.➢       Assisted in local and Network Procurement for devices.➢       Day to day software and hardware troubleshooting. Desktop TechnicianMarch 2009 to May 2011NewEdge USA, LLC➢       Install and configure Lotus Notes Client, Oracle 10g, and AS400 Sessions.➢       Set up user accounts in Active Directory gives users VPN access, add new PC’s to their prospective Domains.➢       Create new accounts on the Blackberry Enterprise Server (BES) set policy to these accounts.➢       Give users Admin & Power User Rights to their PC.➢       Map users to Network Share Drives, Network Printers via the Print Server or TCP-IP.➢       Install and configure various proprietary software packages for the Firm.➢       Create, close or route tickets to the appropriate group (i.e. Systems or Networks)➢       Perform process Mapping with Oracle10g. Desktop/LAN TechnicianOctober 2007 to March 2009Navistar➢       Supported 1,700 end users in Windows XP environment.➢       Configured Blackberry devices for BES (blackberry enterprise server) to enabled users to Sync with Outlook wirelessly.➢       Replaced motherboards, CPU’s, RAM, hard drives, and screens on all Dell Latitude Notebook PC’s.➢       Loaded company’s image from Server. Ghost end user’s hard drive and copy to Network.➢       Rebuilt users Network profile. Rebuild user’s Outlook profile.➢       Set-up users for VPN (virtual private network) connectivity.➢       Checked users for Network connectivity.➢       Ordered parts for Dell Latitude Laptops.➢       Mapped users to Network printers, installed docking stations.

➢       Loaded proprietary software from Server remotely.➢       Performed trouble shooting for connectivity issues remotely using Remotely Anywhere.➢       Used Active Directory to give users Admin Rights.➢       Used SMS (system management server) to push standard desktop changes to the Network. Desktop TechnicianDecember 2006 to September 2007City of Chicago➢       Supported 3000 end users in a Windows XP environment.➢       Installed and configured Lotus Notes 6.1.2, GroupWise, Microsoft Office 2003, and Internet Explorer version.➢       Installed Network, and stand-alone HP printers.➢       Imaged new HP laptops, Tested for Wireless Network Connectivity.➢       Telnet into CAD (computer aided dispatcher) Consoles to configure Node with UNIX.➢       Monitored SNMP (simple network management protocol) for down Nodes on the Network.➢       Used Remedy as incident tracking software. Resolutions to be very detailed.➢       Changed 3mm UNIX Back-up Tapes daily. And then document the event and send a page to Management.➢       Used SMS to Reboot Network Nodes Remotely.➢       Utilized Lotus Notes as Knowledge Base.➢       On-call 24/7  Technical Production Analyst II / Primary Queue Person / Team LeadDecember 2004 to September 2006J.P. Morgan & Chase➢       Supervised 7 Team members in Connectivity Services.➢       Supported 2700 end users in a Windows 2000 environment.➢       Monitored Network File Transmissions.➢       Set up Clients’ File Transmissions via HTTP.➢       Monitored UNIX Shell Scripts.➢       Kill and Start Inbound & Outbound UNIX Shell Scripts.➢       Monitored AS400 Batch File Transmissions.➢       Answered incoming calls regarding transmission delivery, created and escalated tickets using Peregrine tracking software.

 Education InternetworkingRichard J. Daley College - Chicago, ILL. U.S.Studied CCNA Parts 1-4 Internetworking