Summary
Overview
Work History
Education
Skills
Languages
Awards
Timeline
Generic

Endri Velo

Chicago

Summary

IT Support Specialist with over 4 years of experience in desktop support and technical troubleshooting, complemented by 12 years in customer service. Achievements include reduced downtime and enhanced system performance, leading to increased user satisfaction. Proficient in Windows and Android systems, hardware diagnostics, and software support. Strong communication and teamwork skills contribute to effective problem-solving.

Overview

6
6
years of professional experience

Work History

Desktop Support Analyst

ASUG
Chicago
04.2021 - Current
  • Designed and maintained system images to enhance end-user computing experiences.
  • Migrated legacy device management to Intune for Windows, Mac, and mobile devices.
  • Managed licenses and provisioning within M365 environment.
  • Conducted end-user onboarding and provisioning processes efficiently.
  • Resolved incidents up to Tier 3 support level with prompt solutions.
  • Oversaw deployment and management of telephony systems.
  • Responded to critical outages of servers and network equipment on-site.

Field Implementation Specialist

United Airlines
01.2020 - 03.2020
  • Monitored and optimized system performance across 50+ computer systems and networks, quickly identifying critical issues to ensure operational efficiency in alignment with company standards.
  • Analyzed problems and implemented solutions quickly and efficiently.
  • Deliver and install provisioned equipment at user location, and perform basic installation and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
  • Performing new hire onboarding, including account creation, phone provisioning, computer and desk setupReset passwords, imaged new devices, and transferred data.

IT Technical Analyst

Northwestern Medicine
Chicago
01.2020 - 03.2020
  • Facilitated roll-out of 13,000 new devices, including workstations and peripherals.
  • Executed hardware and software testing on newly deployed devices.
  • Conducted manual inventory of existing hardware, documenting hostnames, IP addresses, and MAC addresses.
  • Developed and maintained comprehensive floor plans for all deployed equipment.
  • Collaborated in a self-directed environment, providing daily reports to team leads for enhanced inventory control.
  • Updated device records through ServiceNow ticketing system to ensure accuracy.
  • Analyzed power and networking requirements for each location prior to device deployment.

Education

Certificate - Computer Networking

ORT Institute of Technology
Chicago, IL
04.2017

High School Diploma -

Sami Frasheri
Albania
05-2004

Skills

  • Desktop support and end-user training
  • Windows OS and Microsoft 365
  • Active directory and access control
  • Hardware and software troubleshooting
  • Network connectivity and configuration
  • ServiceNow ticketing and asset management
  • AV setup and conference support
  • IT onboarding and device deployment

Languages

English
Professional
Italian
Professional
Albanian
Native/ Bilingual

Awards

Nominated 2018 Star of Industry, Illinois Hotel & Lodging Association

Timeline

Desktop Support Analyst

ASUG
04.2021 - Current

IT Technical Analyst

Northwestern Medicine
01.2020 - 03.2020

Field Implementation Specialist

United Airlines
01.2020 - 03.2020

Certificate - Computer Networking

ORT Institute of Technology

High School Diploma -

Sami Frasheri

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Endri Velo