Earl R. Goss, Jr.

**** ****** ***** ****, ******, TX 75249

214-***-****, acn2lh@r.postjobfree.com

OBJECTIVE:

Seeking a position as Desktop Support Technician which will require me to

utilize the experience I obtained in my previous positions in the helpdesk

field to ensure the company's success.

SUMMARY OF QUALIFICATIONS:

. 10 years of experience in the Information Technology field

. 4 years of experience in a help desk environment

. 4 years hands on experience managing user accounts in Active Directory

SPECIAL SKILLS AND CAPABILITIES:

. Excellent customer service skills

. Work well individually or as a team

. Keen attention to detail

. Exception logic and problem solving skills

Tata Consulting Services/ PriceWaterHouse Coopers/Dallas, Tx

Deskside Support Engineer 12/2013-1/2015

. Local onsite desk side support for 1,500+ users in accounting firm

. New Hire Advocate for new hires, contractors and interns entering the

firm

. Infrastructure lead for all networking for PWC's floors

. Inventory and bulk order specialist

. Video and audio conference primary contact

. Managed Service Manager 7 ticketing queue to resolve hardware issue

. Managed lease replacements for customers when lease date ended on

laptop

. Resolved printer hardware issue on site or with HP vendor

. Reimaged Lenovo ThinkPad and Macintosh laptops when needed

. Set up and configured all iPads and iPhones with company software

. Swapped hard drives from laptops when laptops were broken or not

functioning

. Set up and configured all new hires, contractors and interns accounts

and laptops for first day orientation for Dallas, New Orleans,

Oklahoma

. Responsible for all infrastructure upgrades and issues reported by

offshore monitoring team for 6 floors

. Ordered hardware supplies when low or for large size new hire class

. Serviced and troubleshoot all Creston video/audio units in all

conference room

. Primary support for all high profile video and audio conference for

the firm

. Traveled to other new PWC offices to assist with opening day of

office

. Local project manager for all upgrades or additions related to IT

support

. Support for VMware company wide

KForce/Texas Health Resources/ Arlington, TX

Help Desk Specialist 5/2013-9/2013

. Excellent verbal and written communications skills provide technical

information to customers with a wide range of technical skills and

backgrounds and to deal with difficult customers.

. Learn effectively and retain information.

. Strong analytical capabilities to identify and resolve technical and

usage problems.

. Effective organizational and time management skills manage multiple

tasks and priorities.

. Exceptional customer service skills required and meet organizational

service goals.

. Critical thinking skills required to facilitate problem solving and

problem resolution.

. Apply basic knowledge of Microsoft Office products, networking and

end user computer hardware, including personal computers and printers

required.

. Work independently and as part of a team oriented, high demand, fast

paced environment

CSC/Raytheon, Coppell, TX

Help Desk Analyst 12/2009-5/2013

. First level assisting end user with basic desktop, laptop software

and hardware troubleshooting

. Reset and unlock user Windows and Active Directory passwords

. Manage end user Citrix Mainframe accounts

. Troubleshoot Lotus Notes mail application issues

. Resynchronize secure token and desktop encryption servers

. Grant administrative privileges to end user desktops and laptops

. First level support for SMARTS alert and network outages for all

Raytheon facilities

. Troubleshoot LAN and secure server networks during outages

. Create and activate Blackberry accounts on Blackberry server

. Troubleshoot Blackberry Lotus Notes installs

. Escalate and notify priority outages and issue to second and third

level support

. Place software and hardware request for specific business units

. Track calls in ticket tracking system follow up with end user to

assure issues are resolved

. Assist end user with set up of computer hardware peripherals

Earl R. Goss

page2

CSC/Raytheon, Coppell, TX

Acquisition Coordinator 4/2012-12/2012

. Coordinates the process of requisitions, issues purchase orders,

contracts and other documents vital to the purchasing function.

. Prepares bid specifications and other necessary documents related to

purchases.

. Prepares vendor performance standards and requirements and maintain

vendor list.

. Recommends appropriate vendor depending on cost of purchase, quality

of bid specifications, and responsiveness.

. Maintains contact with vendors, obtains information about new

products, evaluates vendor performance, and may conduct inspections of

vendors.

. Confers with department managers and employees relative to purchasing

procedures, purchasing needs, complaints and special problems.

. Recommends and coordinates the modification to procedures and forms

used in the purchasing functions.

Fiserv, Irving, TX

Associate Technical Client Service Representative 8/2005-6/2009

. Under direct supervision, defines and/or resolves simple customer

problems with designated product line(s)

. Provided technical support for Base 24 / EPOC ATM clients and techs

. Monitor denials for Host/Switches/Processers

. Usually the first point of contact through telephone support

. Simulates or recreates customer problems to resolve user operating

difficulties.

. First Level contact for troubleshooting Vanguard routers, Trans

Express modems, and Veritas wireless modems

. Managed lost communication to Network Operations and telephone

companies

. Discusses problems or inquiries with other department personnel

. Provide technical assistance and insure proper handling and follow-up

of issues

. Communicates customer suggestions for enhancements

. Documents problems and corrective procedures.

. Works with development personnel to determine problem solutions.

Verizon/Telvista, Grapevine, TX

Business Technical Support Agent 1/2005-10/2005

Responds to customer questions via telephone and solve problems

according to standardized procedures

. Troubleshoot and establish internet connectivity for customers

. Ask appropriate questions and gather information to determine customer

needs.

. Enters alpha and numeric data via into an automated system to access

customer accounts.

. Explains product services, options and related charges clearly and

concisely

. Handles difficult questions and irate customers while maintaining

professional demeanor

. May make outgoing calls to assure customers issues have been resolved.

Supports Customer Service Representatives

Earl R. Goss

page3

COMPUTER SKILLS:

Systems:

Citrix, Base 24 Gasper, EPOC, EMT/Denial Monitoring, Windows Web Console,

RSA Secure Authentication Remote Manager, Raytheon Blackberry

Administrator, EPIC Hyperspace/Care Connect, Clairvia/CVM 8, GE

Maternal/Fetal System, Rumba Mainframe, Care Gate, Care Fusion, Invision

/OS Gold, Cerner Prod/Cert, Siemens, Ready Set 4, VMware, SCCM Client,

Connected Back Up

Hardware:

OptiPlex GX series workstations, IBM 5370, Motion Tablet PC,

Compaq Presario R3000 series, Compaq V510 monitors, Dell Latitude

D420, Dell Inspirion series laptops, HP printer and copiers, Canon, Dell

Blackberry Bold, Blackberry Curve, Blackberry Tour, Creston video/ audio,

Xerox, Lexmark, IBM, Compaq, Linksys routers/ Wireless G -802,

Wireless G USB adaptor, WRT Broadband adaptor, Vanguard routers, Trans

Express dial-up modems, Veritas wireless modems Lenovo ThinkPad laptops,

iPads, iPhone, Mac Books,

ATM Hardware:

NCR/Diebold/Triton/ Tidel

Software:

Microsoft Windows, Cisco VPN Client, Microsoft Office XP, 2000/98,

Microsoft Net meeting, PC Now, McAfee Antivirus, Avast Antivirus, Spybot,

Lotus Notes, Remedy, Sara Vantive, Adobe Reader Pro, Symantec Endpoint

Protection 11, Bomgard, Lotus Notes, Microsoft Exchange, Malware Bytes,

SAP, Cisco WebEx, SMC Pulse, HRMD, Bee Line, Service Manager ticketing,

Networking:

Windows Server 2003/2000 Active Directory, TCP/ IP, DHCP, Proxy Server,

Linksys Networking, Domain Data Recovery Agent (DRA),RSA Encryption

Directory (algorithm) HP ProLiant G5, G6, G7

EDUCATION

Vernon College/Vernon, TX 1999-2001

Majored in Computer Science - maintained 3.25 GPA

Contact this candidate