This document provides a summary of Modesta I. Key's background and experience. She has over 15 years of experience in IT customer service and help desk support roles for various organizations, including 6 years as a Team Lead for the City of Chicago. Her experience includes desktop support, network administration, Active Directory management, and technical support via phone, chat, and remote access. She is currently studying cybersecurity and holds various IT certifications.

1. MODESTA I. KEY
5036 North Sheridan Road,Apt #201
Chicago,IL 60640
modestakey@gmail.com
https://www.linkedin.com/in/modestakey
(773)944-0957 Home
(312)956-1485 Cell
SUMMARY: My background consist of employment in the IT leading professional for several years. For six years of my background, my responsibilities were acting as Team Lead and training in
Customer Service as well as Help Desk Support, Level 1 Departments for the City of Chicago, meetin g exceptional SLA’s with excellent customer service values. I ventured off into higher education,
seeking a more stable position. I recently completed a contract with CSC, Computer Science Corporation, as Senior Assistant Customer Support, at GGP, Genera l Growth Properties, servicing 25 malls
and office locations, surpassing SLA’s with proven customer service skills and overwhelming call resolutions. Within this time of my employment, I maintained a reputation of proven excellent analytical
and problem solving skills. I am presently employed by Apex Consulting on a extended Contract for Deloitte & Touche, as support for System Administration Federal Security.
Industries: DeVry University, Department of Revenue, City Of Chicago Business License, Tax, False Burglar Alarms and Public Way Use, Health Departments. Cable Companies, Federal Government
(Homeland Securities)
Functional Areas: Team Lead, Quality Assurance, Network, Help Desk Support, CSR, Business Requirements, Federal Security, and training.
Methodologies: Network/Admin, Security System Administration, support and Customer Service Training
SKILLS PROFILE:
Applications:
Ticketing Systems:
Microsoft 2007, 2010
Microsoft 2011 (MAC)
Manage VPN
Windows XP
Windows 2000- 2007
Internet Explorer11
Java 7.67
Windows Vista
Novell Client
Citrix
Oracle
Adobe 10.1.2,
Citrix Xenapp Client, SQL
CA Service Desk Manager VS. 12.9
Remedy 7.0 , 7.6
Certido (proprietary tracking System w/Keane Inc.
Remote Service Ghost Imaging
Lync
SCCM
AD (Active Directory)
Lotus Notes
Java /Flash
Groupwise
iTunes
Globalscape EFT
Adobe CreativeSuites
Crystal Reports
Windows Server 2003- 20078
VPN Security
Maas360 (iphone, ipads)
Proprietary, w/Keane
Iris CS Tracking System, CustomerService
ServiceNow
Databases / DB Tools: SQL Advantage DB2, MS Access
Network Software
Communications:
Novelle
TCP/IP
Ethernet
Operating Systems: DOS, Windows 7 & 10
Windows XP
Windows NT, Linux, Google
Chrome, Safari
Testing Tools:
Iris Test, PC Diagnostics, Network analyzer, Nslookup/Tracert
PROFESSIONAL EXPERIENCE:
Apex Systems
Contract: Deloitte June, 2015 to December, 2016
Federal Security System Administrator
 Provide morning presentation in morning daily meeting, by sharing screen of SLA Status, for Service Desk tickets out of SLA and slipping out of SLA, and request status and follow up with
clients in meeting
 Remotely, assisted users with Federal technical issues, by Skype, and expanded storage on servers using vSphere and server management tools, log into vSphere, Web Client, expand disk space,
rescan the disk, and verify disk drive has been expanded.
 Provided levels three and four Technical Support for Federal Deloitte Consulting Services, in Chicago IL, for DFED, Deloitte Federal Enclave VPN. Determine support within the ticketing
system, and escalate to appropriate teams when required. Assisted users’ by defining internal and external users’ login methods for access to DFED, and provide proper documentation for user to
submit for approval for DFED access.
 Maintained adding, disabling, enabling, reactivating, unlocking users, and managed groups in (AD) Active Directory. Troubleshooting users permissions on AD as well as Globalscape, EFT and
SharePoint.
 Remotely removed user’s from servers, when users failed to logout and experienced lock out of account in AD
 Responsible for adding users to project servers and Folders (Jump Servers)
 Supported users for over 1000 SharePoint sites/servers, and 4000 Plus Deloitte employees and vendors for Federal SharePoint and Project server Troubleshooting issues.
 Customized Scoreboard in the Service Desk Ticketing System, by adding new groups and users.
 Informed users of Deloitte Federal Practice Restrictions, and created RFCs’ as well as sending encrypted emails for RFC Change Order, approval creations for Firewall rules submitted to the
Network Operations Team.
 Completed Globalscape (EFT) Enhanced File Transfer provisioning for External and Internal users and Configured Globalscape (EFT) permissions on the Servers, verifying if the Security group
membership exist, and create new project folders for EFT access. Verify permissions on the project folders on the server.
 Create new user settings templates, setting external and internal users’ EFT to Security Groups, added templates and users in Federal Globalscape EFT Server Management System and also
handled Federal Hosting Increasing disk space on virtual Machines, test users’ access upon completion of user account creations.

2.  Tested users Access to folders and or Security groups on Federal servers,
 Assigned Federal Hosting VMView Desktops, once created in AD, Active Directory, and assigned to the appropriate security group, which is determined by the required desktop access.
 Determine the proper Security Group for the new user, and assign/remove users from Security Group pools on Desktop for VMView.
 Successfully resolved 75% of CA Service Desk Manager Tickets.
 Created Federal SharePoint Sites and submitted details to SharePoint Site Owners.
 Created accounts in AD, Active Directory and Assigned users to RSA physical and software tokens.
 Serviced and maintained about 1,700 active user’s, and 1000 Federal Servers.
System and Software:
Windows 8.1, Service Desk Manager 12.9, VMware, vSphere web Client, TCP/IP, Active Directory, Mapping Network Drives, Testing RDP Server connections, Symantec ghost imaging, Citrix 4.1,
VMWare, vSphere, EFT, Service Desk Monitoring Tool R12 3.0.3.0, Reboot& Restore Servers, Increase Disk space
PLURALSIGHT
Presently Studying: Security Professional
Courses: Windows Server 2008 Active Directory (70-640) Part 1, CISSP Communication and Network Security, CISSP – Security and Risk Management
Insight Global (Account Recruit Agency)
Contract: NBC Universal, Chicago IL March 1, 2015 - March 7, 2015
Desktop Support Analyst
(Short term contract) 1 week Migration Win 7 Troubleshooting, Supporting, installing, and configuring the below:
 Emails (Outlook)
 Windows 7
 Printers
 Data Transfers
CSC, Computer Sciences Corporation (Account Recruit Agency)
Contract: GGP General Growth Properties, Chicago, IL February 2014 – January 2015
Senior Assistant Customer Support Administrator
 Customer service support, monitoring calls and Help Desk Support 2 nd and 3rd level, resolving and escalating tickets when needed from Chief Financial Officer to maintenance, Director of
operations at malls and clerical assistance.
 Dedicated to FCR, First Call Resolutions, unless escalation was needed
 Predicated to excellence in analytical and problems solving skills with strict attention to details
 Installed hard drives, Set up workstations, Installed Maas360 to Mobile phones install lap tops, Desktops, iphones, Ceridian Timecard Machines and ipads
 I worked with a migration team to refresh for new hires and existing employees, following up with the progress of migrations and break fix resolutions.
 Iphone, mobile and ipad support installing Maas360, resetting iphones, and turning iphones on and off for employee GGP compan y iphones.
 Deskphone support for Cisco and AT &T phones
 Installs in the background using SCCM, and added user’s back onto the Domain remotely using RDP and moving the computer to th e proper OU in Active directory.
 RDP, Bomgar, and SCCM for remote access and utilized RDP, to add computers back onto the domain
 Active Directory to reset network password, check users access and moved computers to the correct OU
 Routed printer and Copy machine issues, supported local printers, and printer installs
 Installed network and local computers for Ricoh and Epson printers
 Ping PC IP Addresses, set up VPN connections, add Computer to Domain, troubleshoot minor issues Experience with ticketing sys tems Remedy, and transferred to current ticketing system,
ServiceNow
 Troubleshoot emails in Lotus Notes 8+, and resolving issues using Knowledge based systems such as SAP, Outlook issues, and a variety of GGP ap plications, within Citrix
 Installed systems using Computer Center and SCCM, and also monitored installations
 Walk users through installation of iTunes, and Juniper, for wifi connections
 Remote into user's computer to investigate issues, obtaining computer names, ip addresses and server issues,
 VPN connections, and to reconfigure a variety of applications, and email.
 Escalate for mainframes, and servers and broadcast status call and outage issues when needed
 Post to Board Important Status calls and Escalations notifying the appropriate IT support group.
Insource Inc. (Account Recruit Agency)
Client: Client JP Morgan, Chicago, IL
PC Tech Lead - Part Time September 2012 – February 2014
 Reimaging windows 7 employee workstations and laptops
 Removing (LDR) Legal, hard drives and storing them appropriately
 Document status of upgrade by chat to OCS when experiencing upgrade issues or failures
 Updating information in SharePoint, for upgrades and decommissioning of machines
 Check into bridge for reports for Day 1 Support and Deployment
 Call into 2:00 PM and 2:30 PM for Deployment reporting of work status
 Submit end of day reports for Day 1 Support and Deployment

3. Column Technical Services. Downers Grove, IL (Account Recruit Agency)
Short Term Contracts With DeVry:
DeVry University, eGlobal Education Technology Services, LLC, Oakbrook, IL
Title 2: Help Desk Support
Short term contract with DeVry Seasonal September 2013 – October 2014
Title 1: Academic Support Analyst Level 3 April 2011 – October 2012
Responsible for 2nd Level Support, resetting passwords and assistance with installations and setup and activation of accounts and software for all levels from University Directors to students.
 Supporting the following for staff and Students at Devry
 A.D.A.M Tool Wire Citrix Web Portfolio ElementK
 Hub2 Lab Mentors Oracle Library QuadraMed
Three week assignment extended to five months. Academic Analyst, Help Desk Support, supporting a variety of software programs delivered by DeVry for students, faculty and staff.
 Delivering product Keys, for Microsoft Office, access to Library, and various other packages supported by the L2 (level 2) Support and Students/staff utilizing chat in OSS-Oracle and Active
Directory, configured and modified and troubleshooting of VPN for server connection. Active Directory , implementation and support (1000 -1500 users)
 Completed Windows 7 and Microsoft Office Migrations.
 Checking email and phone support, entering help desk tickets in BMC Remedy version 7 support logging system. Assisting with troubleshooting, installation and configuration of Lotus Notes.
 Testing, provisioning and reporting errors within the new Remedy system.
 Testing programs and research on help desk tickets, for a variety of software programs, delivered in the Student Software store.
 Supporting a variety of Software, in the Student Software Store, such as Windows7, McAfee Antivirus, Viso, Project Management, Power Point, packages for Microsoft Office 2007, 2010 For
Windows and 2011 For Mac, etc.
 Creating documentation for Microsoft Office products to assist with online help in the Student Software Store.
 Assisting faculty and students with chat sessions using AD- Active Directory, OSS -Oracle, and resetting passwords for a variety of DeVry portals.
 Assisted with downloading programs, and submitting product keys for software downloads, as well as troubleshooting launching the programs in Citrix and the Software store.
.
Keane Inc., Boston, MA
Contract: Department of Revenue, City of Chicago
Team Lead, Business Consultant/Help Desk Analyst/ CS
Help Desk Trainer May 2004 – February 2010
 Acted as Team Lead Help Desk Support, monitoring and supporting Iris help desk, entering email and phone support help desk tickets Level 1, support, escalating calls beyond my scope of
technical expertise
 Assisted business owners with tax information/processing and methods of payment, confirmed tax liabilities, License renewals, notification violations, and license fees.
 Trained new and seasonal temporary employees in Customer Service and help desk procedures for City of Chicago, Permits , License and Tax procedures.
 Monitored employees on ACD, making sure that the phones were appropriately covered at all times.
 Monitored calls and reviewed ticketing logs to insure that temps and employees were documenting information in a detailed and professional manner.
 Accountable for QA, Quality Assurance, documenting issues within the department and presenting them to Managers meetings for resolving issues, and assuring that the departments were meeting
the requirements of the City of Chicago’s Rules and Regulations.
 Responsible for changing passwords for a variety of applications, as well as changing configurations and resetting Network passwords in (AD) Active Directory.
 Assisted in copying, deleting, archiving, and purging files set up for User Accounts.
 Duties included assisting with new business owners, with detailed information on obtaining new business license, and informing license holders of legal compliance information.
 Responsible for inventory of Desktop applications, computer equipment and Telephone equipment.
 Trained employees on AT & T phone system.
EDUCATION:
Major: Criminal Justice Focus 1: Network Security, Focus 2: Homeland Security/Medical Field - On Line Learning from Argosy University - Chicago IL, Estimated Graduation Date June 2013
School for New Living Program from DePaul University - Chicago IL -2 years completed in 1987
TRAINING AND CERTIFICATIONS:
Apex Training
Plural
Argosy University 2012 -2014
Cyber Security -Online
New Horizons Computer Learning Center - Chicago IL January, 2012
Certifications preparation: A+, Network +/Security
Certificate of Class Completion: A+ Essentials and Network +
Courseware to complete A+ Practical on line
Dept of Revenue – Keane, Inc. Certificate of Completion, Tax & License/Customer Service - Received: July, 2004

4. ACCOMPLISHMENTS/AWARDS:
Received FourK-Pin Awards and letters of accomplishment from Keane Incorporated for Proving to be an “Essential Professional”
Customer Recognition, letters of award for Customer Service
Certificate for CSR/Tax & license –Dept of Revenue -Keane, Inc.
Lucent Technologies Certificate, for Excellent Customer Service
VOLUNTEER SERVICES:
Ecumenical Center (Senior Facility)
Office Administration
Assist at facility for a variety of senior needs
Economic Progress
Assist with Tax Preparation for low income families and individuals
MEMBERSHIP SUBSCRIPTIONS:
Android Support and Troubleshooting
Blackberry World /Blackberry 101
Subscriber of Microsoft Technet
Home Tech Medic
PC Rescue