Help Desk Technical Support
Resume:
MANUEL DE LEON
**** **** **., *******, ** *****
Email: ad5chf@r.postjobfree.com
SUMMARY
Bilingual Spanish/English. Years of providing customer/technical support in IT related fields and a certified Peace Officer with on-the-job experience as a Reserve Deputy Constable. Recognized for leadership, problem solving and teamwork, along with hardware support expertise.
PROFESSIONAL EXPERIENCE
Mphasis, Carollton, TX July 2023 – October 2023
Transition Project Manager/Team Lead
Prepared the project and trained employees for November 1st outgoing transition.
Transition Project Lead from client Del Taco to Mphasis
Managed ADP payroll, scheduling, and onboarding/offboarding for about 20 employees
Converting project management from Del Taco help desk to Mphasis help desk
Developed knowledge base for Service Now application
Supported Aloha software version 19
Josephine Police Department, Josephine, TX January 2023 – May 2023
Police Officer
Motivated, critical thinker serving the Josephine community. Demonstrated my knowledge of the law, public safety, government, communication, and public service.
Conducted traffic stops
Wrote reports on domestic calls
Assisted other local law enforcement departments as back-up
Conducted buildings checks and routine directive specials watches
Learned the new ATHENA call-for-service policing software
Omnikey Realty, Plano, TX August 2021 – December 2022
Service Coordinator
Responsible for HVAC Services in greater DFW area, Houston, and San Antonio
Coordinate HVAC services for Carrier, Ruud, Rheem, Trane, and Goodman brands
Coordinate plumbing and electrical services as secondary responsibilities
Scheduled miscellaneous home repairs, such as foundation and roofing
Also, a Make Ready Coordinator for 3 months ensuring homes were prepared prior to tenants moving in. Coordinated between property owners and tenants.
Law Firm of Aaron Herbert, Dallas, TX November 2020 – June 2021
Intake Specialist/Investigator/Legal Assistant
Responsible for intake and validity of client cases and customer service.
Processed and verified case information
Investigated accident claims in conjunction with the Department of Public Safety
Processed Lead Docket legal software information into potential cases
Entered client data into Needles software/database
Volunteered as a representative at company events
HCL (contracted to CLUBCORP), Dallas, TX May 2017 – November 2020
Subject Matter Expert/ Aloha Point of Sale
Responsible for maintaining hardware and software integrity along with Help Desk duties.
Micros Point of Sale Analyst
Aloha Point of Sale Analyst
Same responsibilities as prior ClubCorp experiences
Upgrading Aloha Point of Sale and Electronic Draft Capture (EDC) to be credit card compliant
Responsible for staging Micros Point of Sale terminals and tablets network and IP kitchen printers
Responsible for system imaging upgrading Aloha and EDC to be compliant with industry standard for credit card validation
Team Lead/Supervisor over a minimum of five staff with same responsibilities as prior employment with ClubCorp.
TopGolf, Dallas, TX August 2016 – May 2017
System Analyst
Responsible for maintaining and supporting Focus retail and Food & Beverage Point of Sale software and hardware.
Provide technical support for Focus database for end-users and on-site training for all Managers.
Implement and maintain all software and hardware upgrades for current and ongoing upgrades.
Developed documentation for installation procedures for hardware that is used throughout the company.
Collin County Govt. Center Precinct 4, Frisco, TX August 2014 – May 2016
Deputy Constable (Reserve)
Performed timely service of all criminal and civil processes issued by the courts and enforced local, state, and federal laws. Engaged in investigative duties while under moderate supervision. Also responsible for re-leaving other deputies.
Serving evictions, truancies, writs, and bench warrants
Performed traffic related functions
Other job-related duties as assigned
Rockwall County Govt. Center Precincts 2 & 3, Rockwall, TX June 2010 – January 2013
Deputy Constable (Reserve)
Performed timely service of all criminal and civil processes issued by the courts and enforced local, state, and federal laws. Engaged in investigative duties while under moderate supervision. Also responsible for re-leaving other deputies.
Serving evictions, truancies, writs, and bench warrants
Performed traffic related functions
Other job-related duties as assigned
ClubCorp, Dallas, TX October 1998 – July 2016
Technical Support Technician III/Software Support Specialist
Responsible for maintaining and supporting Aloha Food and Beverage Point of Sale software and hardware. Maintain ADP and Kronos software and hardware timekeeping solutions. Technical support Windows 95, 98, 2000, and Windows XP Professional and Microsoft Office products.
Provide technical support for Aloha database for end-users and onsite training for all Food and Beverage Directors
Basic Oracle administration
Implement and maintain all software and hardware upgrades for current and ongoing upgrades
Developed documentation for installation procedures for hardware that is used throughout the company
Provide technical support for time keeping software Kronos and ADP database
Received certification for Helpdesk 2000 Professional
On call 24\7 for Aloha after hours’ support
Support for Corporate users at a desktop level
Capitol One, Dallas/Ft. Worth Metroplex, TX 1998
Contract/ PC and Software Support Technician
Responsible for maintaining and supporting Email system (cc mail) and PC workstations for over 400 users. Technical support for Windows 95 software and Microsoft products.
Provide technical support for call center for onsite desktop support
Staged new hardware for new users
Setup new user accounts for access to company network environment
Provide ongoing training for new and existing users
On call 24\7 for Technical support
Garland Independent School District, Garland, TX 1995-1998
PC and Software Support Technician
Responsible for maintaining PC hardware and printers along with Windows software.
Worked in the Educational Technology Department as a repair technician for PC and software applications including Network applications
Installed network and TV cable
Provided hardware repair at the component level
Installed software for PC end users
Upgrade the software for school administrators for proprietary software
Identified resolved software issues for approximately 2000 computers
MEDCO, Dallas, TX 1992-1995
Cable Technician
Responsible for installing CAT 5 Network cables, installing phone and modem jacks and TV cable for Baylor Hospital Dallas campus.
Installed Baylor communications online (B-Con) and BDN (Baylor Digital Networks)
Installed and terminated phone and modem jacks and TV cable and cable jacks
Setup and coordinated cabling projects with Doctors and Hospital administrators
Subcontractor for BioMedical Engineering
EDUCATION/CERTIFICATION
Helpdesk 2000, Certification
Completed 64 hours of Electronic Technician, DeVry Institute, Irving, TX
Basic Peace Officer License 2009, Eastfield College, Mesquite, Tx.
3939 Cultural Diversity
3131 Basics of Civil Process
1999 Personnel Orientation by Dept Basic Proficiency
3268 SAFVIC Human Trafficking
2072 Traffic Law
3807 TCIC/NCIC for less than full Access Operators
3183 83rd Legislative Legal Update
3184 84th Legislative Session Legal Update
3244 Less Lethal Control Device Training
3845 CPR
3270 Human Trafficking Alert Terrorism Response Active Shooter
AWARDS
CLUBCORP
Performer of the Month Award
Employee of the Month (Awarded 3 times)
Recognized for Customer Service, Punctuality, Team player, Self-starter, Problem solving skills,
Goal oriented, Able to work on limited deadlines, Dependable, Flexibility in all work situations and areas to complete task at hand.
HCL
Performer of the Month Award
Recognized for Customer Service, Punctuality, Team player, Self-starter, Problem solving skills,
Goal oriented, Able to work on limited deadlines, Dependable, Flexibility in all work situations and areas to complete task at hand.
Personal and Professional References available upon Request.
Contact this candidate