Help Desk Customer Service

OSTELLA D. HUNTER

Cell # 214-***-**** P. O. BOX *40154

Dallas, TX 75374-0154

Home # 214-***-**** Email : *********@*****.***

OBJECTIVE

To obtain a responsible position as a Help Desk Analyst II, Service Desk

Analyst II, Technical Helpdesk Analyst II or Support Technician II with a

progressive company in the Dallas, Ft. Worth area.

SUMMARY

I am presenting many years of continuous Help Desk experience along with a

vast array of skills and technologies. I have the ability to converse with

clients at all technical knowledge levels and thoroughly document all

troubleshooting taken to resolve their issues. In my previous Help Desk

positions, the teams consistently achieved 80 to 90% first call resolutions

and escalated issues to the appropriate Tier III personnel as needed.

TECHNICAL SKILLS

Implementing Windows 7 in the Enterprise, Supporting MS Windows XP, MS

Windows NT 4.0, Networking Essentials, Internetworking MS TCP/IP, Advanced

DOS Techniques, Supporting MS Office 2003 & 2007, Supporting PeopleSoft\JDE

and SAP, Supporting custom written mainframe & desktop PC applications,

Supporting various PC Hardware Peripherals, Office Equipment & Procedures,

Extensive use of Avaya phones and other telecommunications systems, Typing

60 WPM, 10-Key by Touch.

PROFESSIONAL EXPERIENCE

03/08 to 06/2011 TekSystems @ Mannatech, Coppell, TX

Inc. Permanent hire

10/1/2008

Service Desk Analyst II

(Responds to and diagnoses customer problems, via phone, email, and

incident management software, including problem recognition, research,

isolation and resolution. This involves use of problem management

databases (TrackIt & FootPrints) as well as the Service Desk knowledge

base and internet services.

(Escalate the more complex problems to next appropriate level support team

when needed.

(Setup New employee accounts and process termination tasks as needed.

(Unlock user accounts and reset passwords as needed.

(Work on special projects, as directed by Technical Systems Engineer Lead.

(Assists with research and implementation of software, processes and

methodologies to improve operational efficiencies and reduce costs.

(Provide remote on-call support on a rotational basis.

(Handle Severity One (server or application down) issues using approved

internal guidelines.

(Hardware Supported: Windows XP /Windows 7 on customized Dell & HP

workstations and laptops, and various enterprise printers.

(Completed Fraud & Ethics training annually.

(Tools Used: Avaya phone system, MS Office 2003 & 2007, Windows XP & some

Windows 7 workstations, Remote Desktop & Remote Assistance, NetMeeting, RSA

Security Console, JDE Admin logon tools, Active Directory & AD Manager,

standard printers and fax machines.

02/06 to 03/07 The Computer Merchant @ Irving, TX

Computer Sciences

Corporation

Service Desk Analyst

(Provided Technical Help Desk Support to CSC's Clients in the aerospace

industry. I worked on their Textron Accounts with clients; such, Bell

Helicopter, Cessna Aircraft.

(Supported standard enterprise applications; such as, MS Office 2003,

Windows XP workstations, Dell & Compaq laptops, RSA, etc.

(Performed some account administration and passwords on standard, UNIX and

Mainframe systems.

(Handled Severity One (server or application down) issues using specific

internal guidelines.

(Handled incoming phone calls and used SMS or NetMeeting to resolve many

customer issues.

(All calls were logged into Remedy and either closed first call or

escalated as needed.

(Completed ITIL training as required.

10/05 to 01/06 Artech Information Plano, TX

Systems @ Texas

Instruments

Help Desk Analyst II

( Provided Level II Help Desk support was provided to all of Texas

Instrument's internal employees.

(The support was done over the phone by using personal knowledge, peers,

and available knowledge bases.

(Escalations were submitted to Level II staff as needed.

(Handled Severity One and Severity Two (server or application down) issues

according to company specific guidelines.

03/02 to 08/05 TekSystems @ ExxonMobil Dallas, TX

Corporation

Security Agent/Help Desk Agent

(Performed Security related account administration and Help Desk functions

over the phone for 38,000+ internal ExxonMobil employees.

(Supported standard enterprise applications; i.e., MS Office 97

Professional, Lotus Notes v5.0 & 6.x, Internet Explorer v5.0 & 6.0,

NetMeeting v2.0 & 3.0.

(Provided Tier I support on a variety of proprietary applications; i.e.,

SAP, Tabware, Remedy, Concur T&E accounting, Palm Pilot software,

Attachmate Extra v5.0, etc.

(Handled Severity One (server or application down) issues using specific

internal guidelines.

(Hardware Supported: Windows XP & NT v4.0 customized Dell workstations and

laptops, various enterprise printers & fax machines, Nortel, Aspect and

other phone systems, Palm Pilots and LinkSys router configuration.

(Tools Used: Centi-Vu phone system, MS Office 97, NT v4.0 & XP

workstations, SMS and NetMeeting, Remedy, proprietary knowledge base,

Attachmate Extra & Rumba mainframe interfaces, SAP Admin logon tools,

standard printers and fax machines, Dell Latitude departmental test

laptops.

04/01 to 10/01 XO Communications Plano, TX

Help Desk Representative

( Performed Help Desk support functions over the phone for 7,000 internal

XO employees nationwide.

( Supported standard enterprise applications; i.e., MS Office Professional

97 & 2000, MS Outlook 97 & 2000, Visio Professional 97, Lotus Notes v4.6,

Internet Explorer v5.0, Netscape Navigator v4.0, Windows 95 & 98, and MS

Remote Access Service.

(Provided Tier I support on a variety of proprietary telecommunications

applications; such as, TBS, IPS, Saville, SIMS, Eastland, Captura, Alpha

Direct, BRIO, LINX, Magic Bus and the internal web applications.

(Our Help Desk consistently achieved 80 to 90% first call resolutions and

escalated issues to the appropriate Tier II personnel as needed.

( Handled Severity One (Server or Application Down) issues utilizing

specific corporate guidelines. Paged key Executives as directed, performed

appropriate follow-ups on these issues and closed out the tickets with

proper documentation.

(Hardware Supported: NT v4.0 workstations, Windows 95/98 workstations,

Compaq and IBM Laptops, various enterprise printers & fax machines, Nortel

phone systems and Aspect phone systems.

(Tools Used: Aspect phones, MS Outlook 97, NT v4.0 workstations, various

Admin tools, Remedy, XO's proprietary knowledge base, fax machines,

networked printers and our departmental Test laptops.

10/99 to 1/01 Affiliated Computer Dallas, TX

Service

Help Desk Coordinator II

(Provided technical assistance over the phone to 1,200 external customers

and 3,000 internal employees nationwide.

(Enterprise applications supported: MS Office Professional 97, Lotus

cc:Mail v5.0, Lotus Smartsuite 97, MS Internet Explorer v4.0, MS RAS, and

various mainframe and AS400 applications.

( Resolved user issues on first call at 85% and escalated to the

appropriate Administrator, Technician, Programmer or Systems Specialist as

needed.

( Assumed and maintained ownership of the call to ensure that problems were

promptly addressed, properly documented and rectified, with the proper

follow-up and professional customer service etiquette.

(Handled Severity One issues using specified corporate guidelines.

(Hardware Supported: Windows 95/98 workstations, Aspect phone Systems, NT

4.0 workstations, IBM ThinkPad Laptops, various networked printers, copiers

and fax machines.

(Tools Used: Aspect phones, NT 4.0 workstations, MS Office Pro 97, Lotus

cc:Mail v5.0, Novell's RCONSOLE v. 4.1, SOLVE, SRMS, REMEDY and

PEREGRINE.

12/95 to 8/99 Software Spectrum, Inc. Garland, TX.

SUPPORT ANALYST: MS Windows NT Server /Various Desktop Applications

(Technical Support was provided to thousands of Microsoft customers

worldwide on MS Windows NT Server v 4.0.

( The customer base included, but was not limited to, Network

Administrators, Private Consultants, MIS Department personnel, Private and

Public School Administrators, and home-based users.

( Provided Technical assistance and troubleshooting on issues relating to

NT Domain Administration. Issues covered were: Trust Relationships;

Directory Replication; NetBios Name Resolution; WINS & LMHOSTS Domain

Controller Registration; RPC Failure; Client/Remote Admin Tools for Windows

95, NT 4.0 Workstation and Web based Admin Tools; Computer Browsing;

License Manager; Logon Scripts basic troubleshooting; Policies and

Profiles; Users Home Directories; NT's Security System; Domain and

Workstation/Workgroup Accounts; Machine accounts Secure Channel; Admin

Wizards; MS DOS Client and limited support for the NT Resource Kit

Utilities.

( Provide Tier 2 Help Desk support via telephone to over 2000 users from

SSI's outsourcing partners.

( Supported various desktop applications; i.e., Word Processing packages,

Spreadsheets, Graphic applications, Project Managers, and Personal

Information Management products.

( Hardware Supported: Windows NT 4.0 & 3.51 Servers, Windows 95 & NT 4.0

workstations, various enterprise printers, fax machines, CD ROM Drives, and

Floppy drives.

(Tools used: Meridian phone systems, Remedy, CITS, NT 4.0 multi-boot

workstations, Test equipment & configurations in the lab, MS Outlook v4.0,

and various software packages.

12/93 to 12/95 Volt Technical Service @ Irving, TX

Microsoft Corporation

PRODUCTS SUPPORT ENGINEER

( Troubleshooting over the phone to thousands of Microsoft customers

worldwide to resolve issues and problems related to printers, modems, CD-

ROMs, Scanners and other peripherals.

( Troubleshot using MS DOS 5 & 6.0 commands and processes, as well as,

those incorporated into the Windows 95,

Win 3.1, and Windows for Workgroups GUI.

( Configured various types of hardware and software for use within these

environments.

( Assisted customers with repartitioning and reformatting their hard

drives when needed.

( Repaired and recovered damaged compressed hard drives in an effort to

prevent data loss.

( Extensive studies were completed, both in-house and personally, in order

to provide effective Product Support services.

EDUCATION

2009 Global Knowledge Training Center Irving, TX

Implementing and Administering Windows 7 in

the Enterprise.

2002 TekSystems Training Center Dallas, TX

Installing, Configuring and Administering MS

Windows XP Professional.

1997 Software Spectrum Institute of Technology Garland, TX

MCSE Certification Courses

Exams Passed: Networking Essentials, MS

Windows NT Workstation 4.0, MS Windows NT

Server 4.0

1993 Richland Community College Dallas, TX

Certificate - Microcomputer Systems

Technician

1993 Professional Court Reporting School Richardson,

1991 Court Reporting Institute of Dallas TX

Studies -- Court Reporter Training Dallas, TX

References Available Upon Request

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