1. LAURA SKIPPER
340 Glastonbury Street; Munster, IN 46321; Mobile: (708) 752-3789; E-mail: Laura.Skipper@yahoo.com
Summary
Over 25 years dedicated experience providing comprehensive hardware and software supportproviding outstanding customer
service often exceeding customer expectations earning numerous recognition awards and certificates. Very dedicated,reliable,and
adaptable team and individual contributor consistentlytaking initiative and proactively identify process improvements to help
streamline supportand eliminate downtime for customer and the business.
Technical Skills
 Operating Systems: Windows 10,7, Vista, XP
 Software: Microsoft Office 365/2016/2010 subjectmatter expert; Network Administration Tools: MicrosoftActive Directory
User & Computers,iManager, Novell Netware, Clientfor Open Enterprise Server, Novell ConsoleOne,RSA Authentication
Manager; Imaging software: Symantec Ghost;Virus protection: Symantec ClientServer System Center Console,and Alert
ManagementSystem Quarantine Utilities;Collaboration/Messaging: Lotus Notes,Outlook 2016,WebEx Productivity Tools,
Groupwise,SharePoint,OneDrive for Business;Remote Support: Windows 7 Remote Assistant,GoToAssist, RDP,WinVNC,
PcAnywhere, Novell Workstation Remote Control;Incidenttracking Software: CA Service Desk,HP OpenView Service Desk,
McAfee Help Desk;Application deploymentsoftware: Novell Application Launcher/Snapshot,InstallShield,ReportSmith,
Acrobat Enterprise Installation;Database: MicrosoftAccess 2010, CompareRite 7.0;VPN/Communication: Cisco AnyConnect
Secure Mobility Client, Cisco Jabber,Reachout,AT&T EasyLink
 Hardware/Other Skills: Desktops,Laptops,iPads,BlackberryEnterprise Edition handhelds, Virtual Desktop Infrastructure
(VDI) Wyse terminals, Advanced Wireless configuration,Printer installation,Network cable test tools,tape backup,local
scanners, Ricoh 3200L faxmachines,Lane 9000 terminals, mobile broadband cards,Typing 65-75 WPM
Work Experience
Senior Client Technologies Specialist 9/18/06 to Present
Health Care Services Corporation Chicago, IL
 Lead SupportSpecialistand subjectmatter expect for application and hardware issues. Authored and published numerous
relevant and accurate support documentation for trends identified enabling first-call resolution for customers calling into the
corporate Help Desk and eliminated downtown for the customer and business.
 Advanced troubleshooting ofMicrosoft Office applications, third-partysoftware,Outlook 2016 and Lotus Notes email systems.
 Project Lead for internal desktop support team. Exceed customer supportexpectations on usage,and troubleshooting of
deskside technologies including desktops,laptops,Blackberry/mobile devices,VPN, WEB, and VDI, wireless and related
technologies.
 Certificate of Appreciation Awards: Teamwork Divides the Task & Multiplies-Knowledge ManagementTeam contributions
2015;VPN Documentation Upgrade & Blue Workplace Personal Laptop Option 2015; Outstanding Service to Others;
Excellence in Services and Support; Chicago Vertical Re-stack/Expansion Implementation & Support2011,Certificate of
Recognition-Outstanding performance & Lasting Contribution to the success ofthe Windows 7 and Desktop Virtualization
Project 2011-2014,Certificate of Appreciation-Outstanding Performance on the Windows 7 Desktop & Virtualization Migration
Project 8/15/14.
Platform Technician V/Desktop Support (CSC) 08/04-07/06
Computer Sciences Corporation-outsourced support to Aon Re Inc.
Network Administrator, Aon Re Inc., Chicago, IL 04/01-08/04
 Diagnose complexsoftware and hardware issues onsite and remote providing fastand efficient customer support.
 Troubleshoot LAN/WAN issues.Install hardware and software updates for Windows 2000/XP,Novell Netware, and Citrix
adhering to project deadlines. Extensive Blackberry Enterprise Edition handheld support with Lotus Notes integration.
 Subjectmatter expert providing excellentend-user supportand training. Provide extensive, detailed,and concise
documentation and weeklyprojectreports of resolved incidents.Recommended process improvements with projectplans.
 Create and maintain desktop and laptop ghosted images using Symantec,MicrosoftSysprep, and Partition Magic.
 Develop, test, and deploy software updates using Novell Snapshot,Application Launcher,and custom silentinstalls.
Successfullyupgraded Adobe Acrobat after self-learning AcrobatEnterprise Installation utilitymeeting projectdeadlines.
 Symantec Antivirus Clientdaily monitoring and Server updates using Symantec System Center Console and AlertManagement
System & Quarantine Utilities withoutexperiencing threats or viruses assuring critical systems uptime.
 Received Microsoft Certificate Maintaining,Troubleshooting Windows 95 and Upgrading Computers.

2. LAURA SKIPPER
340 Glastonbury Street; Munster, IN 46321; Mobile: (708) 752-3789; E-mail: Laura.Skipper@yahoo.com
PC/Network Technician 03/99-03/01
The Community Hospital Munster, IN
 Novell and WinNT 4.0 User Administration. Monitor, evaluate, recommend, troubleshoot, and install network hardware and
software in mixed operating environments. Network printer configuration using HP JetAdmin. Connectservers and computers
to the Network with some exposure to configuring hubs and creating extended network cables.Restore files using ArcServe
and Backup Exec.
 Configure Outlook Express e-mail accounts and InternetExplorer to connectto intranetproxy server or TCP/IP protocol.
 Configure electronic patientrecords workstations and printers,and provided advanced Microsoft Office 95/97/2000 support.
 Y2K testing and identified and patched vulnerable applications and replaced non-complianthardware exceeding Y2K deadline.
Customer Support Analyst 08/97-03/99
Sachnoff & Weaver, Ltd. Chicago, IL
 Outstanding Team player providing technical supportto over 200 onsite and remote customers troubleshooting MicrosoftOffice
and third-party software. Extensive hardware and software supportproviding NetWare and DocsOpen accountadministration.
Create custom templates,forms,and macros. Entrusted to supervise two other staff members in absence ofHelp Desk
Supervisor.
Compensation Software Coordinator 12/94 to 7/97
Ernst & Young LLP Chicago, IL
 Supportcustomized CompManager Software supporting and training to over 25 external clients. Create update disks using
InstallShield distributing detailed install instructions. Accurately enter survey data and perform data analysis creating custom
reports using ReportSmith,CompManager,and MicrosoftAccess. Timely processing of monthlyinvoices and receipts of
payments. Administrative supportfor Human Resources and other departments as assigned.
Operations Administrative Assistant 5/87 to 9/94
Amoco Transport Company Chicago, IL
 Local area network administration. Operate telecommunication and records systems. Verified invoices, and performed
analysis, and updated purchasing system. Trained end-users on updates. Administrative Support duties: Shorthand
transcription,correspondence,mail distribution,filing,travel and meeting arrangements.
 Accomplishments: Recommended and implemented efficientand costeffective telecommunications system resultingin $16,000
yearly savings telecommunications costs. Received appreciation award for contribution to Quality Action Team traveling from
Chicago to Texas to help resolve purchasing process issues. Received Telecommunications Certificate from TRT
Telecommunications and joint accommodation from the President of Amoco Transport for being an outstanding team player.
EDUCATION/TRAINING
 Purdue University Calumet 1992-2005
Coursework emphasis in Science-Systems and Networking. (C++ Grade A) Hammond,IN
 Calumet College of St. Joseph 1988
Fundamentals of Public Speaking class, Grade A Whiting, IN
 Robert Morris College 1997
Administrative Secretary with Shorthand Certificate, Perfect Attendance and President's Honors List Award Chicago,IL