Helpdesk and Desktop Support Professional with a strong record of accomplishment with experience and training, including user support, staff training, capacity planning, and project management within a high-profile and very active organization. Over 15 years of Helpdesk Support with technical knowledge of Desktop, Network and Data Management Systems, and practical skills in Training, Management and Supervision, along with a strong and demonstrated customer orientation.

1. Kevin E.Strong
950 Braemar Road
Flossmoor, IL 60422
(708) 499-0778
(312) 656-2931
KevinEStrong@gmail.com
http://www.linkedin.com/in/kevinestrong/
Helpdesk and Desktop Support Professional
Summary
Helpdesk and Desktop Support Professional with a strong record of accomplishment withexperience and
training, including user support, staff training, capacity planning, and project management within a high-
profile and very active organization. Over 15 years of Helpdesk Support with technical knowledge of Desktop,
Network and Data Management Systems, and practical skills in Training, Management and Supervision, along
with a strong and demonstrated customer orientation.
Core Competencies:
- Help Desk Operations - Customer Service - Component Repair - System Maintenance
- Microsoft Windows - Microsoft Office - Remote Access (Citrix, VPN) - Training
- Microsoft Networking (Ethernet, TCP/IP)
Certifications / Technical Proficiencies
Certifications: Currently attending class at MicroTrain for A+, MCSA Windows Server 2012
Platforms: Windows NT/2000/XP/VISTA/7/8
Networking: Ethernet, TCP/IP
Hardware: Compaq Desktop/Laptop, HP/Canon/Xerox Printers, Scanners,Blackberry/iPhone, Mac pcs
Software: NovellGroupWise, Adobe Acrobat, Microsoft Office 97/2003/2010, Visio, Publisher, Project
Tools: ITSM Service Management, Heat Cloud Service Management, Active Directory, Citrix,
Virus removal programs, Remote Control.
Browsers: Internet Explorer, Firefox, Chrome, Safari
Database: Access,SQL
Experience
Intellapro LLC, Miami, FL November 2015
Windows 7 Deployment Lead Technician
Project: CompuCom Option Care/Windows 7 Migration and Deployment in Deerfield, Illinois
Executed Windows 7 migration and provided onsite deployment leadership to team of 6 technicians
responsible for upgrading Windows/XP to Windows/7 for 2 days.
 Provided guidance and hands-on assistance to technicians executing migration.
 Escalate issues to command center phone bridge.
 Reported deployment status nightly.
American Medical Association, Chicago, Illinois January 1975 - July 2014
Support Center Specialist III (Senior Helpdesk Support). Jun. 2006 – Jul. 2014
Received internal customer requests for Support Center assistance,provided solutions including
hardware/software support/installs/training. Notable accomplishments include:
 Provided Phone Support and Customer Service to internal users (Chicago), DC, and NJ offices.
 Provided Desktop Support either in-person or via Remote Desktop Connection, Citrix, VPN.

2. Kevin E. Strong Page 2
 Provided Hardware Support for Compaq computers and HP printers.
 Provided User Training on Laptop and Desktop hardware and Microsoft software.
 Created documentation/procedures for IT staff/Users.
 PC System upgraded from Windows/XP-Office 2003 to Windows/7-Office 2010.
 Utilized Active Directory to create/modify/delete login accounts and permissions.
 Successfully and effectively completed AMA relocation (515 N. State St.) to new building (330 S.
Wabash Ave.) by providing communication support via hotline.
 Testing of software and applications under Windows/8 and Office 2013.
Manager, Support Center Quality Assurance. Dec. 1999 – May 2006
Established and implemented Support Service Agreements,supervised Helpdesk staff, and ensured that internal
staff needs were met with exemplary results, maintaining high service quality standards.
 Modified operational Service Agreements (SLA) for data processing standards.
Manager, Support Center. Feb. 1997 – Dec. 1999
Managed operations of Helpdesk, supervised 8-member staff.
 Wrote, developed, and implemented operational Service Agreements (SLA) for support standards.
 Monitored and supervised staff to analyze and assess skill development and service quality.
Sr. Network Support Specialist. Jun. 1996 – Feb. 1997
Provided client support for Mainframe system and PC/Network hardware and software.
 Answered Support Center phone, provide hardware/software support/installs/training.
 Provided Mainframe Support Liaison between AMA and ACS.
 Supported PC System upgrade to Windows/NT-Office 97.
Education
MicroTrain Technologies, Chicago, Illinois Oct 2014 - Present
Professional IT institution certified by Microsoft to conduct training and preparation for a variety of IT subject
matter and nationally recognized certifications. Will be attending learning institution for A+ and MCSA
Certifications, course highlights will be in trouble shooting, security, maintenance, repair, helpdesk support, and
internet protocols.
 Microsoft Certified Solutions Associate (MCSA), Windows Server 2012 R2
 CompTIA A+
Directions Training, Chicago, Illinois 1999-2011
 Windows 7 Enterprise Desktop Support 2011
 Crystal Reports, XI Introduction 2008
 Microsoft Administering Windows/NT 1999
Ce r t if ic a t io n , He lp d e s k Su p p o r t