Michael Dean Carrillo

acv61u@r.postjobfree.com

***** ****** **** ******* ***** 77072 Home-281-***-**** Cell 832-***-****

Summary Degreed IT Support Engineer with 10+ yrs. experience, diversified, certifications in Computer Science Technology, including technical services on LAN and WAN. Supported office based and remote clients. Excellent communication skills with a strong professional image.

Skills

8+ years corporate /enterprise IT Help Desk/Desktop experience

Extremely customer service focused

Excellent multi-tasking skills and detail oriented

Excellent communication skills; verbal and written

Ability to troubleshoot remotely

Proficient in Windows XP and Windows 7/ Office 2010-2013

Highly motivated, team oriented

Installation and configuration of new workstations (IBM, DELL, HP, COMPAQ)

Installation and setup of PDA’s (palm pilot and blackberry Tablets)

Data file transfer (restore/backup tape software)

Knowledge of PC Anywhere, NetMeeting, Tivoli, VNC as remote control tools

Team Lead onsite support/ SharePoint Admin support

Provide Level 1, 2, and 3 Technical Support to Business Application support team

Install and support of Novell and Banyan Networks/Cisco switches and routers

Install and support of SAP, Lotus Notes7, Exchange Admin 2K and Active Directory

Troubleshooting and upgrade skills (Migrations and roll outs)

Break/fix on Dell, Compaq, HP, IBM, Toshiba, Xerox (Desktops, Laptops and Printers)

IMAC’s installs, moves, adds and changes to workstations

Imaging pc’s with Ghost, PQI

VPN support (wireless)

Ticketing software Heat, Magic Track it, Clarify, Remedy

Software/application support HMIS deployment tools SMS, Altiris and SCCM

Project orientation towards technical improvements

Work History

10-15 to 7-16 Lasershot-Fulltime

Customer Support Services

Firearms Simulation Support

RMA Support

5-14 to 10-15 AEROCARE-Fulltime

Helpdesk Support Duties

Supporting Windows 7 & Office 2013 Systems/Office365

Onsite and off-site support\internal and external users

12-13 to 4-14 EOG Resources Inc.-Contractor

Helpdesk Support Duties

Supporting Windows 7 & Office 2013 Systems

Onsite and off-site support\internal and external users

Image workstations

Support Shore Tel phone systems

Printer support

7-13 to 11-13 Tenaris - Contractor

Desktop support duties / SharePoint admin support

HMIS application support

New laptop roll out\Migration Windows XP to Windows 7

Provided general help desk/desktop support over the phone

Knowledge of Windows XP/Office 2007 and Windows 7/Office 2010

Provided customer support for Video Conferencing

Provided IT support for internal Business Application team members

3-13 to 7-13 Corestaff -Fulltime

Helpdesk and Desktop support duties

Provide end user support on site and off site

Answered incoming help desk requests via phone and email

Provided general help desk/desktop support over the phone

Knowledge of Windows XP/Office 2007 and Windows 7/Office 2010

6-12 to 3-13 Jacobs Engineering - Contractor

Helpdesk and Desktop support duties

Provide end user support on site and off site

Answered incoming help desk requests via phone and email

Provided general help desk/desktop support over the phone

Knowledge of Windows XP/Office 2007 and Windows 7/Office 2010

Provided customer support for Video Conferencing

Provided IT support for internal Business Application team members

Tracked Admin support via Altiris

12-11 to 6-12 Superior Energy Services - Contractor

Provided helpdesk support for inter-office and remote users

Break-fix hardware issues with desktops, laptops and printers (HP Dell)

Remedy Ticketing software

Helpdesk duties

Create and modify user account via AD

6-11 to 12-11 Williams Gas Pipeline - Contractor

Desktop support duties / SharePoint admin support

Hardware break fix

New laptop roll out\Migration Windows XP to Windows 7

Provided general helpdesk/desktop support over the phone

Knowledge of Windows XP/Office 2007 and Windows 7/Office 2010

10-07 - 8-10 Technip - Helpdesk Support - Fulltime

Answered incoming help desk requests via phone and email

provided general help desk/desktop support over the phone

Knowledge of Windows XP/Office 2007 and Windows 7/Office 2010

provided customer support for Video Conf.

Provided IT support for internal Business Application team members

Tracked Admin support via Altiris

Supported Engineering. Apps: PDMS Ansys AutoCAD Orca flex 3D MAX Smart plant

Created and modified accounts via AD

Supported Lotus Notes 7 Web base apps including Citrix, Oracle

Restored tape backups

Break/fix and IMAC

12-06 - 9-07 Helpdesk/Desktop Support - Fulltime

Aegis Mortgage Corp

provided helpdesk support for inter-office and remote users

Break-fix hardware issues with desktops, laptops and printers (HP Dell)

Remedy Ticketing software

6-06 -12-06 Helpdesk/Desktop Support

Contractor - Total Petrochemicals Inc.

Provided end user support for IT group in house and remote users

Remedy Ticketing software

Lotus Notes Support

3-06 - 6-06 Desktop/Helpdesk Support

Contractor - Houston Housing Authority

provided end user support and training for IT group

Break-fix hardware support

Track It ticketing software

10-05 - 2-06 Desktop Rollout

Contractor-Exxon Mobil

Provided end user support for IT group

worked daily with end users troubleshooting and installing applications per users profile

Interacted with customers on a daily basis on the phone and desk side

Break fix on Pc’s and printers also IMAC’s

12-04 - 10-05 Desktop /Helpdesk Support

Outsourced Siemens SBS / Washington Mutual

provided desk side and remote support to end users/customers with break fix issues on hardware and software

Supported Windows XP on IBM desktops and laptops

Used Desktop utilities including NetMeeting for remote users and PQI for imaging

Worked to meet required SLA’s

11-03 - 12-04 IT Support Analyst/Helpdesk

Corestaff

provided hardware and software support (password resets and unlock accounts)

Knowledge of Citrix (Thin Client) WinXP

provided first call resolution for incoming calls and e-mail

Used NetMeeting to remote users troubleshooting profile/software issues

8-03 - 11-03 Helpdesk Support

Contractor -Cardinal Health

provided first level support for customer’s onsite at hospital pharmacies

Troubleshoot remote access or network support via hospital

Used PC Anywhere to remote users offsite

Clarified ticketing software

2-00 - 5-03 Desktop Support/Helpdesk Analyst

Baker Hughes Business Support Services

Supported SAP in a standardized environment.

provided first and second level technical assistance/phone support using Windows 2000 Professional (Tivoli tracking system) meeting SLA’s

Used remote support tools (NetMeeting, PC Anywhere, Tivoli remote control)

Troubleshoot remote access issues with VPN Dial up/ wireless configuration Settings

Serviced and supported of Dell PC’s and Microsoft Office Suite (Office 97/2000/XP)

Supported Exchange Admin 2000, Active Directory, SAP and Lotus Notes R5.X

Troubleshoot hardware and software issues (general helpdesk duties)

08-97 - 2-00 Sr. Desktop Support Specialist/Helpdesk

Outsourced Siemens SBS Anadarko Petroleum

On-Site Support at Anadarko Petroleum and Fluor Daniel Corporation

Supported Microsoft NT /Citrix Thin Client

worked with SLA’s (Peregrine tracking system)

Supported standard desktop apps. and ran help desk tickets on a day to day basis

Serviced and supported Compaq and HP hardware (laptops, desktops and printers)

Serviced and supported on IBM hardware (laptops and desktops)

Supported Lotus Notes 4.5

9-93 - 8-97 Sr. Customer Service Engineer

Outsourced GE Capital ITS

Supervised onsite support at Duke Energy and El Paso Energy

Supported desktop apps and ran help desk tickets daily (Remedy tracking software)

Worked in a shift environment and carried pager for after hour support

Certificates A+, Banyan, Compaq, HP, IBM, Toshiba, Dell, and Microsoft/MCP

Education Associate of Applied Science Degree in Electronic Engineering

Technology

ITT Technical Institute, Houston Texas

Blinn Jr. College, Brenham, Texas

Awards Blue Ribbon Awards for being a Team Player and Excellent Customer Support

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