Toya Moody is an experienced IT professional seeking a Desktop Support position. She has over 7 years of experience installing, configuring, and troubleshooting hardware and software. Her experience includes positions at various hospitals and financial institutions where she provided desktop support, installed and configured systems, troubleshot issues, and assisted users. She has a Bachelor's degree in Computer Network Management and is proficient with Windows operating systems, Active Directory, and troubleshooting software.

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TOYA JANEE MOODY
1112 S. Williams Street Apt. 40
Westmont, IL 60559
(708) 704-2292
toyamoody@yahoo.com
CAREER SUMMARY
Experienced IT professional with over seven years of installing, configuring, using active directory, and
implementing hardware/software while also focusing on customer satisfaction. A motivated Desktop
Support Analyst with great communication skills, ability to take initiative, able to adapt to any work
environment, very organized, friendly, enjoys working with others and can also work independently.
Attention to detail with the ability to educate non-technical users on various systems.
EDUCATION
Westwood College - Chicago, IL December 2006
Bachelor of Applied Science, Computer Network Management
TECHNICAL SKILLS
Operating Systems: Windows 7, 8, and 10
Hardware: Printers, Scanners, workstations, Wyse terminals laptops, and mobile devices.
Ticketing Software: BMC Service Desk, System Center Service Manager,Lotus Notes, Remedy
Other Services: Infoblox, Active Directory, and System Center Configuration Manager
EXPERIENCE
University ofIllinois Hospital – Chicago, IL November 2015 - Present
Desktop Support Analyst
 Provides hands on hardware support
 Creates/updates mac reservations for workstations installs
 Troubleshoots software and hardware related issues
 Develops troubleshooting/training guides for users
 Configures Wyse terminals and mobile devices
 Assists infrastructure team with connectivity issues
 Performs preventative maintenance procedures all equipment
Stroger Hospital – Chicago, IL March 2014 – June 2015
Desktop Support Analyst
 Supported applications such as, MS Exchange Email, MS Office, and Windows Operating Systems
 Installed hardware and peripheral components: disk drives, printers, keyboards, and monitors
 Determined and researched questions to isolate and resolve information systems issues
 Received and prioritized issues using escalation procedures
 Created user accounts and moved computers to specified domains using active directory
 Provided weekly follow-ups via in person or by telephone
 Installed, repaired, and conducted preventative maintenance of equipment while providing support
 Maintained hardware/software inventories through asset management and procedures
 Sustained thousands of employees personal computers and equipment

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Goodwill Industries - Lombard, IL March 2012 – March 2014
IT Field Technician
 Installed new and existing POS & PC hardware
 Ordered new and replacement equipment for users and retail stores
 Configured Wyse terminals, media players, and Cisco Cordless 7921 phones
 Managed onsite installation, repair, and maintenance
 Collaborated with network team on connectivity and IP scope change issues
 Formulated detailed documentation of specified tasks
 Responded to issues for over 30 retail locations
 Provided administrative access to specified users/groups using active directory
First Midwest Bank- Joliet,IL October 2011-March 2012
Tech Support Service Desk Specialist
 Unlocked user’s passwords
 Supplied support on current software/hardware
 Troubleshooter Cisco phones, personal computers, laptops, printers/peripherals
 Processed alerts regarding problems with network, switch, and router outages
 Assisted with site upgrades and installations
 Trained new employees
 Remotely installed printers and peripherals to users workstations
Insight Global – Rosemont, IL June 2011 – October 2011
Client: BP
Contract Assignment
Technical Support Specialist
 Resolved complex POS hardware,software,network and credit card processing issues
 Compiled customer’s information by evaluating and analyzing the symptoms
 Presented first level technical phone support to International and US customer
 Accurately processed call transactions using a computer and designated tracking software
 Revised technical knowledge base documentation for ongoing development
 Formulated detailed ticket information regarding user issues
 Researched required information using available resources
 Educated users on hardware and software procedures
Insight Global – Rosemont, IL August 2010 – June 2011
Client: Comcast
Contract Assignment
Service Desk Support (Level I and II)
 Prioritized, resolved and escalating all tickets in Remedy
 Dispatched high priority tickets to second and third level support
 Phoned customers about pending trouble calls for correlated tickets
 Utilized diagnostic tools to determine resolution for the problem

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AppleOne – Burr Ridge,IL August 2010 – August 2010
Client: McGraw Hill
Contract Assignment
Help Desk Specialist
 Provided first level hardware/software support
 Replied to requests via email
 Diagnosed and resolved technical issues with online products
 Administered company’s software(Salesforce)
 Identified and escalated situations requiring urgent attention
 Maintained requests and documented resolutions
TEKsystems - Downers Grove,IL August 2009 – September 2009
Client: ConAgra Foods & Ralcorp
Contract Assignment
Desktop Support
 Identified and labeled equipment for office moves
 Disconnected/reinstalled equipment at new location
 Configured IP phones
 Recorded ticket information into databases
Sarcom - Downers Grove, IL May 2009 – July 2009
Client: Sara Lee
Contract Assignment
Project Team Scheduler
 Maintain software identification per workstation - utilized feedback from end
 Scheduled end users for PC refresh/upgrades
 Completed survey phone calls/emails confirming user’s location, PC name,and make/model
 Distributed refreshed and re-imaged laptops to individuals
 Revised tech sheets as needed for specified users
 Validated computer information into databases
CompuSystems, Inc. - Broadview,IL August 2007 - September 2008
Analyst Coordinator
 Prepare and execute SQL’s to create tables and problem solving
 Executed Unix commands to edit/print badges
 Pull data from file transfer protocol sites and append to databases
 Use Microsoft Word and Excel to prepare documents and update inventory
 Front-end website testing
HONORS/AWARDS
National Dean’s List 2003- 2006