Basic Info Summary Skills
Greater Illinois Title Company
RSM McGladrey
SNI/AGS
SDI/Chicago Park District
CDK/ADP
Grainger
Kaplan University
UOP/Honeywell
JP Morgan Chase
Education Vocational Training

Marc Freiman

402 N. Chestnut Ave, Arlington Heights, IL 60004
Ph. 224-392-2451
E-mail: resume@marcfreiman.tech

Summary

Enterprise IT support professional, experienced in troubleshooting and diagnosing PC and enterprise issues, currently supporting over 8000 users. Experience includes training IT help desk staff, writing extensive technical documentation for users and IT colleagues, and acting as intermediary between administrators, developers, users, and help desk/desktop support, with proven ability to communicate complex ideas in an easy to understand manner. Self-trained on PowerShell, SQL, HTML5, CSS3, and Javascript, with comprehensive formal training on Salesforce.

Technical Skills

Hardware

Familiar with major brands of the following: Desktops, Laptops, PDAs, Cameras, Scanners, Printers, Fax Machines, Phones, Tablets

Programming Languages

PowerShell, HTML5, CSS3, SQL (MySQL), JavaScript

Certifications

A+, HDI Support Center Analyst, Microsoft Azure Fundamentals

Professional Experience

Greater Illinois Title Company

IT Generalist     April 2021 - August 2022
  • Resolved many users issues with Windows 10, Citrix, printers, and other issues/li>
  • Setup Microsoft Teams instance and deployed across the enterprise/li>
  • Setup a brand new SharePoint-based intranet site
  • Deployed SharePoint across the enterprise
  • Setup and configured GLPI (ITSM system) with LAMP stack (Linux (Ubuntu server), Apache (httpd), MySQL (MariaDB), PHP)
  • Centralized and deployed a new print server with Windows server 2016
  • Wrote many PowerShell scripts that fixed printer issues, improved software deployment and generated data reports
  • Started inventory of IT equipment
  • Setup a new print server replacement for the Chicago Loop office
  • Rewiring physical networks at branch offices
  • Administered Office 365 accounts
  • Managed Exchange Online
Technologies Used:Windows 10, Citrix Workspace, Ubuntu Linux, Apache httpd, MariaDB, SharePoint online, Microsoft Teams, HP LaserJet, Sharp printers, PowerShell, Windows Server, VMware vsphere

RSM McGladrey

IT Coordinator     February 2020 - April 2021
  • Resolved many users cases with good response
  • Participated in the company hackathon
  • Did reimaging for many users and setup multiple users
  • Swapped hardware for Lenovo laptops
  • Assisted with hard drive destruction
  • Used Azure git repo to push and pull PowerShell code
  • Took 3rd place in a company hackathon using PowerShell
Technologies Used:Windows 10, Active Directory, PowerShell, Lenovo laptops, Git

SNI Companies/AGS

IT Support     October 2018 - February2020
  • Resolve incidents pertaining to software issues and AS400
  • Developed a prototype home page for intranet site
  • Wrote PowerShell script for PC setup and domain join
  • Setup virtual machines on Hyper-V for testing software
Technologies Used:AS400, Windows 10, Active Directory, Citizen label printers, PowerShell, HTML5/CSS3

SDI Presence/Chicago Park District

Desktop Engineer     November 2017 - October 2018
  • Highest tier to resolve end user desktop/laptop issues
  • Replaced hardware in laptops and desktop
  • Rewired some of the network closet for different ports that are useds
  • Went to different parks to fix and deploy PC as well as work on networking equipment
  • Reimaged PCs for production use
Technologies Used:Windows 7/10, Outlook 2010/2013, Office 2010/2013, Microsoft Skype, Active Directory, Exchange 2010, SharePoint, various Cisco switches and routers, HP and Dell laptop and desktops

ADP Dealer Services/CDK Global, Hoffman Estates, Illinois

End User Support Technician     April 2011 - November 2017
  • Troubleshoot many different technologies over phone, chat, walk-up, and in-person
  • Write documentation on technical issues and procedures for users and technical support
  • Provide training and guidance to new analysts
  • Conduct training sessions and record training for future use
  • Act as supervisor when manager and team lead were unavailable
  • Assist with beta testing new releases and products
  • Provide help desk perspective to new products and act as liaison for several internal IT groups
  • Assist administration of team SharePoint site (since transitioned to Force.com platform)
  • Collect information on new software we support and present information to team during meetings
  • Consistently high rating during surveys
  • Assists with a high volume of cases comparatively to mean of group
  • Provide live support during bi-weekly lunchtime booth (Discontinued due greater need elsewhere)
  • Took on SME position for a variety of technology that we support
  • Provide knowledge and assistance to co-workers, Tier 2, and other IT teams
  • Develop PowerShell scripts that have been used within the Tier 1 team
  • Trained in Salesforce administration and development
  • Utilizes HTML and CSS code to update the Force.com-based intranet portal for the corporation
Technologies Used:Windows 7/8.1/10, Outlook 2010/2013, Office 2010/2013, Cisco WebEx, Microsoft Lync, Active Directory, Exchange 2010, SharePoint, Numara Footprints, Salesforce, PowerShell, HTML

Grainger, Niles, Illinois

SAP coordinator     September 2009 - June 2010
  • Troubleshoot SAP issue ranging from data errors to transaction code issues to session and server issues
  • Administer the printer queue
  • Provide backup to the service call distributor who distributes incidents to various coordinators
  • Notify service team of knowledge base errors and issues
  • Troubleshoot Symbol hand-held devices with Pocket PC
  • Utilize HP OpenView ticketing system
  • Troubleshoot CMI and VMI issues
  • Explained the SAP system to new Grainger hires
  • Guided users through the new CRM system
Technologies Used: SAP, Motorola Symbol Scanner, HP OpenView, PocketPC 2000

Kaplan University, Chicago, Illinois

Help Desk Analyst     June 2009 - September 2009
  • Troubleshoot Windows XP issues
  • Utilize BMC ticketing software
  • Troubleshoot Blackberry issues
  • Administer some modifications to Active Directory accounts
  • Route tickets to appropriate resolvers
  • Administer Microsoft Communicator accounts
  • Troubleshoot Microsoft Outlook/Office 2003 and 2007
  • Wrote documentation for Outlook
  • Utilized SMS as a remote tool
  • Assisted new employees with navigating the Kaplan Intranet and setting up accounts
Technologies Used:Windows XP, Blackberry, Microsoft Communicator, Microsoft Outlook 2003/2007 Microsoft Office 2003/2007, BMC, Active Directory

UOP/Honeywell, Des Plaines, Illinois

Service Desk Analyst     September 2007 - July 2009
  • Troubleshoot Windows XP and Windows 2000 computers
  • Troubleshoot Outlook issues
  • Administered Active Directory issues
  • Reviewed SAP user profiles and performed basic account administration
  • Utilized Remedy to log incidents
  • Organized incident issues and directed appropriate resolvers
  • Highest amount of incidents handled for several months
  • High scores for FCR and survey approvals
  • Troubleshoot various Office and application issues
  • Wrote several questions to use for screening knowledge on basic Linux skills
  • Active Directory file security Subject Matter Expert (SME)
  • Gave presentation to Service Desk in Incident Management procedure
  • Trained on the essentials of the ITIL framework
  • Worked with end users on SharePoint, Live Meeting, Net Meeting, and other collaboration software
  • Trained new analysts in UOP/Honeywell Service Desk procedures
  • Wrote documentation on routing procedures and presented them to my co-workers
  • Guided users through Windows, Office, and other applications
Technologies Used:Windows XP/2000, Outlook 2003, Active Directory, SAP, Remedy, SharePoint, Live Meeting, Net Meeting, ITIL

JP Morgan Chase, Elgin, Illinois

Universal Help Desk Agent     August 2006 - August 2007
  • Troubleshot Windows XP issues and assisted setting up their computers
  • Assisted logging into various mainframes and resolving desktop configuration issues
  • Utilized Peregrine to direct specialized issues to appropriate resolver group
  • Assisted administering Novell and Windows 2000 accounts
  • Troubleshot software deployment issues
  • Troubleshot Lotus Notes 6
  • Troubleshot Citrix Metaframe end-user issues
  • Specialties include Desktop Applications, Enterprise Access, and Messaging/Remote
  • Consistently high in First Call Resolutions (FCRs) and other benchmarks
  • 2nd highest amount of customer compliments for the first quarter out of 90+ agents
  • Experience with Trader calls and technologies.
  • Contributed to the Knowledge Base and updated documentation
  • Worked in a process-oriented environment with a defined framework for the entire IT department
Technologies Used:Lotus Notes 6, Novell Netware, Windows XP, Citrix Metaframe, Peregrine, Lotus Sametime

Education

Southern Illinois University, Carbondale, Illinois     August 2000 - May 2003
Bachelor of Science, Information Systems Technologies, Minor: Business and Administration
Oakton Community College, Des Plaines, Illinois     June 1998 - August 2002
Associate of Arts, Liberal Arts

Vocational Training