1. Ivan Soto
2551 Spruce St, River Grove, IL 60171
Phone# 708-200-0081
soto_ivan@yahoo.com
OBJECTIVE To obtain a responsible position, where my experience, accomplishments, and
proficiency will allow me the opportunity for growth.
WORK EXPERIENCE
05/06—Present Client Technologies Specialist, Health Care Service Corp – Chicago, IL
 Tested, maintained, and deployed enterprise desktop images, and final
end user personalization.
 Responsible for desktop security, application compatibility and
integration, and standardization of client features
 Provisioned access to requested groups in AD.
 Supported users with Bitlocker (MBAM) and Check Point Media
Encryption issues.
 Worked with other members of the team, vendors, and contract support
to facilitate problem resolutions and project participation
 Worked with team to coordinate, delegate, and prioritize desktop
support issues
 Participated with team to manage application demand, introduction of
new technologies, and change control management
 Served as an escalation point for desktop support related issues
 Supported After Hours calls for clients needing assistance with
connection to VPN, our Citrix environment, and VDI.
 Managed RSA tokens and assisted users needing to authenticate to our
network.
 Assisted clients by trouble shooting home network issues
06/00—05/06 HelpDesk Representative, Forsythe Technology – Skokie, IL
 Acted as a single point of contact for phone calls and emails from staff
regarding IT issues and queries
 Received, logged and managed calls from internal staff via telephone
and email
 1st and 2nd line support - troubleshooting of IT related problems from
in-house software to hardware, such as Blackberrys, Laptops, PCs and
Printers
 Would troubleshoot basic network issues such as ADSL broadband
issues
 Escalated unresolved calls to the infrastructure support team
 Took ownership of user problems and follow up the status of problems
on behalf of the user and communicate progress in a timely manner
 Maintained a high degree of customer service for all support queries

2. and adhere to all service management principles
 Provided basic in-house training in MS Office applications used within
the Association (Word, Excel, Outlook, PowerPoint)
 Provided stats for the weekly Service Desk report on call trends
 Used basic Active Directory knowledge. Creating user accounts, reset
passwords, create groups etc.
11/96—06/00 Transportation Representative, Arcus Data Security – Bensenville, IL
 Loaded and unloaded vehicle with customer media.
 Delivered and picked up media to and from customer facility.
 Maintained accurate records of customer pickup and delivery schedule.
 Assisted directly with customer questions and concerns.
EDUCATION
06/95—09/96 ITT Technical Institue, Hoffman Estates, IL
 Computer Programing
SKILLS
 Exceptional hardware and software problem-solving and analytical
abilities
 Very strong verbal/written communication skills
 Fluent in reading, writing, and speaking Spanish
 Demonstrated proficiencies in:
o Windows XP/Windows 7 in a Windows 2003 network
environment
o MAC operating systems
o MS Office
o Office 365
o Outlook
o Lotus Notes
o Blackberry, Android, and Iphone support
o Audio and Conferencing support
o RSA Authentication Manager
o Bitlocker (MBAM)
o Check Point Media Encryption
o Symantec Anti-Virus
o Active Directory and Group Policy
o Citrix Environment
o Hallmark Legacy Environment
o VMware VCenter Server
o Imanager/Novell
o ConsoleOne