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, IL04.2017
High School Diploma -
Sami Frasheri
Albania05-2004
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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