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Lily Carrillo 309 Woodlane Dr. Lindenhurst, Illinois 60001                                    847-208-9876 Lily.carrillo@att.net	Professional Summary
	Multitalented IT professional with over 14 years of IT experience with a focus on ITIL Service Management disciplines. Excellent technical, people management and interpersonal communications skills, providing delivery and management of global end user support services, Proven track record of implementing new technologies.
	Work Experience
	Systems Administrator June 2011 – Current TekSystems at Northern Trust Bank, Chicago IL (6 MTH Contract) Dimensions: 35,000 users Responsibilities: Manage and Administer SCCM and LanDesk environments. SCCM Reporting. Assist and train team members with SCCM. Document SCCM Processes. Manage projects using Remedy. Process development. Front line coordinator to application teams. Coordinate and facilitate packaging request projects with global business and packaging teams. Develop project timelines based on business needs. Troubleshoot software-packaging issues. Desktop Engineer October, 2010 – May, 2011 EdiSpecialists at SC Johnson, Racine WI (6 MTH Contract) Dimensions:  11,000 users Responsibilities:  Create and manage Active Directory users and groups.  Manage and administer SCCM environment.  Repackage, script and distribute applications to global client base.  Administer group policy.  Document and communicate processes to global tech support groups.  Develop and deploy Desktop image (OSD).  Manage EPO.  Remediate viruses.  Manage and resolve tickets using BMC Service Desk Express.  Define, streamline and document efficient processes.  Test and deploy client applications and security patches via SCCM.  Research new desktop technologies.  Lead and track projects. Information Specialist April, 2010 – October 2010 Insight Global at FMGlobal Park Ridge IL (6 MTH Contract) Dimensions:  1,000 Corporate and remote field engineers and employees Responsibilities/Accomplishments:  Provided phone and local support.  Managed tickets using FrontRange ITSM.  Assigned user access using Active Directory.  Imaged computers.  Distributed software via Marimba.  Supported a variety of proprietary applications, hardware and software. Manager Global Service Desk, Quality and License Compliance Sept, 2008 – Feb, 2010 Silliker, Inc, Homewood IL (Consultant to hire) Dimensions: Managed a global staff of 14 in US, EU, and Australia reporting directly to the CIO, traveling quarterly to global regions I managed.  2200 local and remote clients. Accomplishments: Developed and implemented global strategy for Desktop support and infrastructure standards.  Drove global harmonization of Service Desk, Desktop Support, Quality and License Compliance. Built and managed common desktop XP image.  Built and configured Lab environment consisting of SCCM and Microsoft Deployment System for testing prior to enterprise rollout.  Deployed Enterprise Solutions: System Center Configuration Manager (SCCM), Microsoft Deployment Toolkit (MDT), Business Desktop Deployment (BDD). Chaired global Hardware Standards Committee. Implemented ITIL best practices including:  Implementing a global ITIL compliant Service Desk and tool set, Epicor Service Desk.  Developed team deliverables.  Created Service level agreements.  Assumed role of Change Control Manager responsible for Infrastructure RFC Process.  Chaired Service Desk Governance Board with key business unit leaders.  Developed and implemented IT Standard Operating Procedures.  Provided Quality Training to the IT organization.  Quarterly audited IT Quality SOP Compliance.  Assessed desktop support improvement opportunities (Service Desk, Hardware, Software, New Technologies). Desktop Engineer Aug, 2008- Sept, 2008 Chivalry Consulting at Fenwal Inc Dimensions:  1,000 end users Accomplishments:  Developed Windows Image for quick deployment Globally.  Imaged 1000 end user computers to comply with divestiture agreements. Configured and Deployed Blackberry’s and IPhones to corporate headquarters. Desktop Operations Supervisor March, 2004 – Aug, 2008 Baxter Health Care, Round Lake, Illinois Dimensions:  Supervised Desktop Operations for Round Lake and Fenwal sites. Staff of eight in Round Lake and Lake Zurich.  Supported approximately 3000 users, supported other areas globally as needed.  Supported approximately 3800 workstations which included validated systems. Accomplishments: §  Management:  Mentored staff on technical issues, performance management and staffing decisions.  Established team deliverables based on customers objectives.  Supervised, engaged and staffed the desktop support of a division divestiture.  Prioritized team projects and day to day activities.  Published staff schedules for support coverage.  Provided ongoing reporting of cross functional team activities.  Extracted data for team metrics out of the Peregrine Service Center to monitor individual staff performance and various product issues.  Performed Performance reviews at mid and year end. §   IT Service Management:  Collaborated with other IT functions for business impact and critical issues.  Maintained a high level of customer service and satisfaction.  Established and maintained partnerships with end users.  Maintained set SLA’s I defined with my Sr. Management Team.  Provided input in the development and implementation of escalation processes. Developed and maintained written documentation for system tasks and operational excellence.  Created and engaged in driving Operational Excellence via Lean Six Sigma.  Responsible for  ensuring cost effective and reliable desktop services §   Technical:  Enforced company policies to insure network stability.  Reviewed non standard hardware and software requests within the environment.  Repaired and refurbished laptop and desktop computers including Macintosh.   Provided troubleshooting on various complex software, hardware and network issues.  Secured proprietary data from employees.  Installed Windows and various Baxter standard applications via Marimba. Acted as a backup for my team when resources were low.  Tracked assets via Marimba for End of Lease.  Configured mobile voice and data package solutions for Blackberry usage.  Optimized Active Directory to ensure an organized computing environment.  Migrated organization to Active Directory without any business impact.  Supported and utilized various Baxter standard software programs and implemented Lotus Notes, Cisco VPN, Concur Expense, and Microsoft Office.  Proactively monitored call queues and prioritized tickets daily. Technical Support Lead for non- standard technology such as Linux and VMWare ESXi Servers.
	Sr. Technical Analyst (Acquired 2 Promotions) April, 1998 – March, 2004  Baxter Healthcare Corporation, Round Lake, Illinois Dimensions:  2400 end users in a multiple OS Environment.  Team lead for newly created command center with a staff of 10 Accomplishments:  Provided first and second level hardware and software configuration, installation, upgrades, troubleshooting and support. Standardized on a deployment solution using Symantec Ghost Enterprise.  Built, tested and maintained Win95/98/NT/2000/XP images (35,000 clients).  Created a change control system to update images.  Backup SMS Administrator.  Created and supported packages for MSOffice and Access to distribute via SMS to 1600 users.  Developed and published team website.  Utilized SMS Remote Control to resolve end user tickets.  Created customized setup for Internet Explorer 5.0 using IEAK.  Researched and tested Wyse and MSI installers for creating customized software installs for distribution via SMS.  Packaged software using Install Shield.
	Skills
	Software: Epicor ITSM. Active Directory. MS Windows. MS Office. Windows Server. Exchange. Outlook. Windows SharePoint Services. Linux Servers. Citrix. VMWare. Marimba. Lotus Notes. SMS. VNC. Ghost Enterprise. IEAK. SYSPREP. Microsoft Business Deployment Server. Install Shield. Apple OSX. IPass. Cisco VPN. Mobile Devices. PCAnywhere. Cadenza. Intellisync. IBM Client Access. Oracle. JD Edwards. Symantec\TrendMicro\McAfee antivirus. Clarify E-Clear ticket resolution client. Peregrine. FrontRange. SCCM. Microsoft BDD, Wise, Autoit. Hardware: §  Compaq/HP. IBM. Dell. Apple. §  HP. Xerox. Epson. Other: ·         Bilingual (English and Spanish). Education Ashworth University                                   Currently Attending HP                                                              ITIL Training MCIPT                                                      In-Progress

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