Sales Representative Technical Support

IT Support Analyst / Help Desk Analyst

Strong multi-tasking, high-quality performer specializing in Help Desk/POS

Support

IT professional with 8+ years of experience as a client-focused systems

technician and software/hardware support specialist. Proven ability to

create and deliver solutions that meet corporate objectives tied to

business and technology performance. Comfortable operating in a wide range

of platforms and environments. Excellent communicator, able to explain

complex processes in easy-to-understand terms for end users. Skilled in

proactive identification and resolution of critical systems/network

issues.

CORE COMPETENCIES:

? Network Connectivity ? User Training & Support ? Systems

Issues Tools Integration/Migration

? Detailed, Focused ? Windows Platforms ? Problem

Documentation Identification/Analysis

? Mass Software Deployment ? Disaster Recovery ? Testing &

Planning Troubleshooting

TECHNOLOGY SUMMARY:

SOFTWARE: Windows 3x/9x/NT/2000/XP/Vista, Microsoft Office 97/2000/XP Pro,

WinFax Pro, Norton Anti Virus, McAfee Anti Virus, GHOST, Remote

Desktop, PC Anywhere, Carbon Copy, VNC, NetMeeting,

Trivali/Remedy, Perergrine/Service Center

HARDWARE: IBM compatible PCs, workstations, Video & Sound Cards, Monitors,

CD-ROM Drives, Hard Drives & other devices, Scanners, Printers,

Faxes

NETWORK: TCP/IP, Domain and Domain Controllers, Active Directory, NIC

Cards, Network Topologies, Citrix

PROFESSIONAL EXPERIENCE

BRINKER iNTERNATIONAL - Dallas, TX

POS Helpdesk Support - Level III (2010 - 2010)

Support

Contracted to provide support of existing legacy restaurant system during

the implementation of Aloha POS. Performed troubleshooting on all

restaurant hardware, ranging from managers back office work station

(Windows 2003 Server and all PC peripherals) to monitors, printers and

network connectivity on the Kitchen Display System (KDS). Responsible for

EON process, which included daily inventory, financial back up and daily

software downloads via AS400 and Remote Desktop

Key Contributions:

. SQL Query - Used SQL queries and databases to resolve menu inventory

issues such as updating missing or incorrect PLUs within the Point of

Sale system.

. Active Directory - Used Active Directory to create new user accounts,

lock down and/or delete terminated employee accounts, and assign

privileges and permissions to existing employees.

. Support - Responsible for support of on and off site staff that

utilized VPN and remote connectivity via Citrix Server. Common issues

included network and internet connectivity, PGP encryption, and laptop

hardware issues. Also determined when to dispatch third party field

engineers for onsite repairs.

Microsoft - Irving, TX

XBOX Escalations - Level III Support (2008 - 2009)

Functioned as an administrator of MS Windows Live. Utilized MS tools to

analyze internet security breaches for XBOX Live customers. Researched

compliance violations through methodical approach to reconcile and return

compromised accounts.

Key Contributions:

. Improved SLA - routinely recognized as top performer for resolved cases

in the previous period, resulting in improving the overall helpdesk

SLA.

. Team Support - utilized by supervisor and team members to investigate

and resolve the more complex cases.

Helpdesk Technical Support - Level II Rent-a-center corporate - Plano, TX

(2007 - 2008)

Supported Cash Advantage kiosks including support of all hardware,

software, and network connectivity.

Key Contributions:

. Customer Support & Satisfaction - Achieved high level of customer

satisfaction with 92% of issues resolved on 1st call basis. Turned

around tense situations with irate customers into positive outcomes.

. Restructuring - Initiated the creation of a contact help desk fielding

routine fixes to less experienced members while veteran associates to

resolve more complex issues, resulting in greatly improved customer

response times.

Wireless toyz - Plano, TX

Sales Representative (2006 - 2007)

Worked as consultant for customers purchasing wireless plans and devises.

Also, maintained and monitored store inventory.

Key Contributions & Accomplishments:

. Sales Leader - Earned national franchise recognition as a sales leader

for 3 consecutive months, also receiving perfect score on customer

audit.

. Training - Trained new employees from stores in the region.

. Vendor Representative - Worked as the point of contact and liaison

between company and 3rd party vendors

ace cash express - Irving, TX

Helpdesk Technical Support - Level II (2005 - 2006)

Provided support for Point of Sale clients. Identified and repaired mass

software deployment issues. Initiated and monitored system backups for

1000+ retail locations. Worked closely with POS programmer analysts to

identify and resolve software problems. Supported network administrator

group, setting up new exchange users and processing inbox increase

requests.

Key Contributions:

. Licensing Audits - Performed hardware/software licensing audits of

local and remote network workstations/ devices.

. SQL Query - Administered SQL query and database repairs in accordance

with operational procedures.

fujitsu ftxs - Frisco, TX

Helpdesk Technical Support (2004 - 2005)

Led users through diagnostic procedures troubleshooting issues ranging from

network connectivity to major outages. Thoroughly documented all

troubleshooting steps from point of initial report to final resolution.

Key Contributions:

. Create Procedures - As one of the first members of a new desk,

responsible for developing and documenting SOPs.

. Team Development/Mentoring - Helped to guide and mentor 5 newly hired

agents building a strong team.

Affiliated Computer Services (ACS)-

Helpdesk Technical Support Dallas, TX

(2002 - 2004)

Managed broad range of installation, upgrade, roll-out, and troubleshooting

projects for AS400, Mainframe, and Windows-based networks for several

Fortune 500 companies, such as McDonalds, 7-11 and APL. In addition, used

Active Directory to maintain passwords, delegate privileges, and administer

access rights in a Windows Server environment.

Key Contributions:

. Data Storage Backup - Initiated and monitored system backups for 3

of our clients

EDUCATION & TRAINING

Texas Institute, Garland, TX

Collin County Community College, Frisco, TX

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