This document contains a resume for Kevin E. Strong, who has over 15 years of experience providing helpdesk and desktop support. He has worked as a contractor and in various roles at the American Medical Association, including as a Support Center Specialist, Manager of the Support Center Quality Assurance team, and Manager of the Support Center. He has technical skills in Windows, Microsoft Office, networking, hardware repair, and training end users.

1. Kevin E.Strong
1020 Park Drive #387
Flossmoor, IL 60422-0387
C-(312) 656-2931 H-(708) 499-0778
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)
Education
MicroTrain Technologies, Chicago, Illinois Oct. 2014 - Present
 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
Certifications / Technical Proficiencies
Certifications: Pending 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,
Nortel/Avaya Phone Systems
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

2. Kevin E. Strong Page 2
Experience
Jewish United Fund, Chicago, IL
Contractor - Helpdesk/Desktop Support Technician Feb. 2016 – August 2016
Provided support on various projects.
 Inventoried decommissioned hardware -
(Lenovo Desktops/Laptops, Viewsonic/Asus Monitors, HP printers, servers, etc.)
 Installed/Configured ghost images on Lenovo Desktops/Laptops.
 Deployed Desktops, Laptops and Monitors to new site location;
 Inventoried current hardware (computers, phones, copiers, printers, etc. for asset tracking and
added to asset software database.
 PC Refresh - Deployed Desktops and Laptops.
 Created documentation/procedures for IT staff/Users.
 Assist with Helpdesk trouble tickets.
 Answered Helpdesk Phone line.
Intellapro LLC, Deerfield, IL (Short Term Contract) Nov. 2015
Contractor - 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 several days.
 Provided guidance and hands-on assistance to technicians executing migration.
 Escalate issues to command center.
 Reported deployment status nightly.
American Medical Association, Chicago, Illinois Jan. 1975 – Jul. 2014
Support Center Specialist III (Senior Help Desk 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.
 Provided Hardware Support for Compaq/HP desktops/laptops, Printers, iPhones, iPads and MAC
laptops.
 Provided User Training on Laptop and Desktop hardware and Microsoft software.
 Provided support for Nortel and Avaya IP phone systems.
 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 6-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
Ce r t if ic a t io n , He lp d e s k Su p p o r t