Help Desk Technical Support
Resume:
Donald Morales
Hawthorne, CA *0250
********@*****.***
SUMMARY OF QUALIFICATIONS
Experienced and knowledgeable Information Technology Professional seeking
to contribute training and acquired skills within a Help Desk support
role. Works well independently, or in a group setting providing all facets
of computer help desk support such as troubleshooting, installations, and
maintenance. In-depth knowledge and understanding of numerous software
packages and operating systems. Skilled in providing Customer and End-User
Help Desk Support. Easily identify and resolve technical issues and
concerns. Excellent communication and presentation capabilities.
EDUCATION & TRAINING
United Education Institute, Huntington Park, CA.
PC and Networking Support
A + Certification
TECHNICAL EXPERTISE
Operating Systems
Windows Vista/XP/2000/NT/98/95
Software / Tools
Microsoft Exchange, DOS,TCP/IP, MS Office Suite 2000/2003, ITSM Remedy,
Goldmine, Symantec Endpoint Protection, Symantec Ghost, Symantec PC
Anywhere, SMS, Mcafee Antivirus, Aventail, Active Directory, Blackberry
PROFESSIONAL EXPERIENCE
Dell Services, Cedars Sinai Account (August 2010-Current)
Sr. Technical Support Analyst-Team Lead
. Provided service desk phone support for computer and printer problems
at a large healthcare facility Cedars Sinai
. Took a variety of calls on MULTI - PLATFORM environment (UNIX, NT,
VMS, NOVEL, IBM Mainframe, Linux, Oracle, etc)
. Provided phone support 85% of the time and 15% field support
. Interfaced with the break fix vendors
. Resolve 75% of the calls based on 1st call resolution, 95% of calls
must be logged into problem tracking system, response to voice and E-
mail is 15 minutes or less
. Kept client informed on ALL SEV1 tickets every 30 minutes via e-mail
. Trained all new employees on SOP and continual process improvement
. Level 2 Advanced Support
. Assigned as a Team Lead and led 5 helpdesk employees
. Created Knowledge Base templates to help streamline phone calls and to
meet SLA
Cap Gemini, Inc.-Warner Bros Account, Burbank, CA (March 2010-August 2010)
Desktop Analyst-Vulnerability Management Team
. Member of the Vulnerability Management Team
. Installed virus software, and removed Spyware/Malware
. Assisted in the implementation of security procedures and polices
. Implement and deploy new technologies for logical and physical
security of the system
. Analysis of the system to develop new testing technologies for the
network
. Provided daily and weekly reporting to upper level management
. Used ITSM as a ticket tracking source
. Ran queries in SMS to search for Computers and to troubleshoot via
remote access
Merle Norman Cosmetics, Los Angeles, CA (2003 - 2009)
Help Desk Support Specialist
. Provided computer help desk support via telephone communications with
end-users
. Performed diagnostics and troubleshooting of system issues, documented
help desk tickets/resolutions, and maintained equipment inventory
lists
. Provided technical training on hardware/software to end users
. Supported 1,900 remote users and 50 in house users
. Answered up to 60 phone calls a day
. Provided overall assistance in daily administration of a Windows based
network
. Performed set-up, break-down, and transport of franchise equipment on
an as-needed basis
. Led the company-wide installation and configuration of commercial and
proprietary applications
Disney Interactive, Burbank, CA. (2000-2003)
Technical Support Representative
. Provided technical phone support to Disney Interactive software
customers
. Logged and tracked calls using a problem management database, and
maintained history records and related problem documentation
. Handled over 50 inbound technical support calls in a busy environment
while maintaining polite and friendly manner
. Resolved over 98% of troubles at first point of contact
. Diagnosed and trouble-shot a variety of software and hardware issues
for the PC and multiple operating systems
. Created concise and complete footprint tickets for clients computer,
software and hardware issues
. Trained new tech support reps and created department technical
troubleshooting steps and problem resolution methods
. Acted as a resource desk for other Technical Help Desk personnel with
problems/issues when needed
. Prepared and presented reports to management team on trouble stats,
emerging patterns and issues
. Coached and mentored over 15 new recruits on the job
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