charlie vandyke

* · Manage all aspects of the TCS Online IT Help Desk Services Operations. * · Manage the receipt, tracking, and resolution of IT related service requests and incidents for TCS Online. * · Initiate, monitor and manage TCS Online IT Help Desk related projects and activities * · Managed and initiated the survey creation for online students with helpdesk tickets. * · Managed a large-scale project to setup SSO for students. * · Managed rollout of Office 2011 to Online department. * · Develop goals, policies and procedures with central IT affecting interactions with online clients. * · Measure and run reports and metrics on helpdesk staff performance. * · Responsible for the implementation of online technical support and troubleshooting procedures for eCollege remotely or * by telephone.

* · Provide support to students and faculty from the online campus * · Create student accounts in Active Directory/ePortal/Campus Vue/Gmail and provide support for these accounts * · Assist on campus helpdesk with issues when needed. Ranging from computer hardware/software relates issues as well as * phones/blackberries/iPhones. * · Provide support to helpdesk staff with resolutions and support for issues they are unfamiliar with. * · Assist system administrator with their projects from Gmail integration to a solution for getting emails from Exchange to * Gmail * · Take on multimedia specialist duties while looking for a new Multimedia Specialist. (creating dvds from raw footage, * editing video to a presentable form for distribution) * · Provide users training with the WebEx application * · Provided on campus helpdesk with training material and prepped them for taking the MCDST certification exam

* · Provide guidance and technical assistance to Level 1 employees * · Resolve issues through Remote Desktop and SMS * · Create and present group training sessions for Level 1 service desk analysts * · Troubleshoot and document issues and escalate to their corresponding resolver group * · Work closely training Chicago Public School staff with regard to their system * · Create Knowledge Base documentation for the Chicago Public School Information Technology Services to use.

* · Handled a high volume of calls for Chicago Public Schools administration and staff. * · Responsible for documentation, troubleshooting and resolving issues related to email, hardware, software and all levels of * networking. * · Escalated specific problems to higher levels of support staff when necessary. * · Provided and received assistance from other members of the team as needed. * · Consistently received positive feedback in survey format from Chicago Public Schools employees regarding my assistance * with their issues. * · Required to quickly look up reference materials related to problems encountered while talking to customers. * · Exercised multi-tasking abilities while documenting problems and talking to customers.

* · Foreman of three-person crew that was responsible for preparing freight trains and ensuring the correct composition of cars before departure. * · Responsible for switching out incoming trains for industry work when necessary. * · Other activities included performing general railroad work and maintenance, paperwork as needed, and general crew leadership.

* · Responsible for preparing equipment for service, reviewing paperwork and inspection of the locomotives. * · Controlled acceleration, braking and handling of the train underway. * · Extensive knowledge of the physical characteristics of the railroad, including passenger stations, the incline and decline of the right-of-way and speed limits. * · Assumed the duties of the conductor if he or she should be incapacitated.

* NRA, Utah and Illinois certified firearms instructor and chief range safety officer, providing students with the skills, knowledge and attitude to safely and effectively handle a firearm for sport and defensive purposes. * Certified in: * Illinois Firearms Instructor * Home firearm safety * Certified Pistol * Certified Rifle * Certified Shotgun * Personal protection in the home * Range safety officer * Utah Firearms Instructor