Support Software

Help-Desk Analyst Desktop Support III

Qualifications Profile

Quality-focused and solutions-oriented professional with extensive years of

experience in hardware support; equipped with the ability to diagnose,

troubleshoot, and resolve technical problems and to deliver solutions that

consistently meet corporate objectives tied to business and technology

performance. Proven record of developing and implementing technological

solutions, with emphasis on delivering cost-cutting and productivity

improvements. Demonstrated hands-on experience in leading all stages of

system development efforts, including requirement definition, testing, and

support. Exemplary ability to provide clear answers to non-technical

customer questions and implement process improvement. Comfortable in

dealing with a wide-range of platforms and environments. Known as superior

communicator with the ability to explain complex processes in easy-to-

understand terms to end users. Skilled in proactive identification and

resolution of critical systems/network issues. Exceptional problem-solving

skills with a keen attention to detail. Outstanding interpersonal

communicator; fully bilingual and bi-cultural in English and Spanish. Areas

of expertise include:

Core Competencies

Testing and Application User Training and Support

Troubleshooting Administration Tools

Network Connectivity Business Process New and Emerging

Issues Optimization Technology

Software Licensing Hardware Inventory Cost Benefits Analysis

Control

System Security Disaster Recovery Plan Data Integrity and

Recovery

Risk Assessment Research and Development Contingency Planning

Technical Skills

Operating Microsoft Windows Server 2003, Microsoft Windows Server

Systems: 2008, Microsoft Windows XP/ Vista/7.

Networking Altiris, Trend Micro, Unicenter Service desk, DRA,

Utilities: Pointsec Encryption, Utimaco Encryption, Qulys Guard, and

VPN

Network BASIC, HTML, TCP/IP

Protocols:

Application: Microsoft Office 2003 and 2007 (including Microsoft Word,

Excel, outlook), Virtual PC, VMware.

Hardware: Dell and HP desktops, laptops, printer, troubleshooting,

repairs, upgrading, maintenance, and configurations.

Professional Experience

Coserv Electric ( Denton, TX

Desktop Support Technician 06/2009 - 06/2010

< Rendered second and third level end user support and implemented

vendor maintenance programs, including routine systems and

preventative maintenance.

< Ensured that all physical and virtual environments and applications

were updated in accordance to department and industry standards.

< Supported the roll-out of new hardware and software.

< Demonstrated expertise in creating and deploying application and

hardware images.

< Provided timely and professional support via telephone, remote desktop

access, in person, or through e-mail.

< Prioritized and assured that all user requests were resolved according

to departmental guidelines and initiatives using available tools;

maintained accuracy and currency of Help Desktop System data.

Matrix Resources ( Denton, TX

Desktop Support Technician (Contracted for Coserv Electric) 09/2008 - 06/2009

< Performed first line technical support to customers' questions

regarding account administration, distribution of software and

documentation, enterprise application, system, and network status.

< Addressed technical or personal computer hardware and software as well

as network communications-related problems.

< Provided support to users in navigating / using software applications,

and troubleshot / resolved problems.

< Administered second and third level end-user support for desktop

computer issues via telephone, remote desktop access, or by physically

going to the desk.

Electronic Data Systems ( Plano, TX

Desktop Support Technician III 01/2006 - 09/2008

< Corresponded to end-user through telephone, remote desktop access, or

personally to administer second and third level support on desktop

computer issues.

< Managed high-profile clients and projects by maintaining professional

demeanor and utilizing excellent communication skills.

< In charge of replacing hard drives, memory, NICs, power supply kits,

cables, and others as well as upgrading and installing OS, antivirus,

and networking software.

< Supported configuration and maintenance of various applications, such

as MS Office, Citrix, Microsoft Exchange, and Lotus Notes.

< Implemented break/fix service on HP and Dell desktop/laptops to assist

user in replacing or repairing defective hardware.

< Participated in a domain-to-domain Microsoft Exchange email migration

and configured users to reflect new settings.

< Coordinated in several group projects designed to streamline current

IT processes/functions.

Senior Help Desk Coordinator / Backup Subject Matter Expert 01/2003 - 01/2006

< Played an integral role a service delivery coordinator supervising over

100 agents supporting over 12 different companies at an outsourced

helpdesk as needed by management.

< Administered constant mentoring support for new agents as the backup for

the subject matter expert

< Held responsible for password resets for Windows NT/2000, Novell,

RAS/VPN, Exchange, Lotus Notes, RACF mainframe, and Proprietary Internet

Applications.

< Managed network security transactions for users in Windows NT/2000,

including access rights and group access.

< Due to Knowledge and experience, I was selected as one of the team

members to travel overseas to Mumbai, India to setup, establish, and

train an outsourced Helpdesk Division.

CTG ( Dallas, TX

Lead PC Support Technician / Application Tester (Contracted 08/2002 - 01/2003

for Citibank)

< Directed four PC support technicians responsible for testing over 200

applications on the Windows 2000 platform during migration project.

< Upgraded users to Windows 2000, including installations,

configurations, upgrades, and support.

< Installed, upgraded, and configured business critical network hardware

and software, including email and remote access.

< Backed up critical files before Windows 2000 upgrade installations.

< Developed and implemented technical and training documentation in

support of new system.

< Entered trouble tickets and follow-ups into the Remedy Action Request

System.

< Accommodated technical support to remote users regarding Secure Token

access to the network and troubleshot both dialup and VPN connections.

Vartec Telecom ( Dallas, TX

Desktop Support Analyst II 04/2000 - 05/2002

< Provided hardware and software support for LAN and telecommunications

systems, including proprietary ILEC software.

< Assisted staff with installation, configuration, and ongoing usability

of desktop computers, peripheral equipment, and software in compliance

with established standards and guidelines.

< Ensured that desktop computers were interconnected seamlessly with

diverse systems, including application servers and administrative

systems.

< Interacted with numerous computer platforms in a multi-layered client

server environment.

< Worked with helpdesk staff as appropriate to determine and resolve

problems received from clients.

FIRSTPLUS Financial Group Inc. ( Dallas, TX

Technical Support Analyst 03/1997 - 05/2000

< Resolved escalated issues from agents having trouble, ensuring a 90%

resolution rate by providing technical and procedural support to the help

desk technical agents.

< Implemented procedures to support specific application database

environments and utilized applicable helpdesk tools.

< Identified problem and resolved computer hardware, software and

networking issues for a client base exceeding 3000 users. Analyzed

problems and arrived at workable solutions.

< Performed account unlocks and password resets for Windows NT/2000 WAN,

Novell WAN, and RACF mainframe accounts.

Earlier Career

United States Navy ( Norfolk, VA

Aviation Ordinance

Professional Training and Certifications

QualysGuard Vulnerability Management (Certificate)

Installing and Configuring MS Windows NT Workstation 4.0 (Certificate)

Supporting MS Windows 95 (Certificate)

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