Software Technical Support
Resume:
Allen Jordan
Justin, Tx, *6247
**************@*****.***
Education
DeVry University, Irving, TX July 2003-October 2004
Bachelor of Science in Technical Management
Tyler Junior College, Tyler, TX
Associates of Applied Science in Behavior Science August 1999- May
2002
Professional Experience
First American Corporation, Westlake, Texas -- September 2007 to Present
IT Helpdesk Technician II
. Provide daily phone support to VP's and CIO's and all levels of
management for each department.
. Provide helpdesk support for 10,000 to 12,000 users throughout the U.S.
. Respond to approximately 45-50 helpdesk calls daily and up to 20-25 email
tickets.
. Use GoToAssist to provide remote support.
. Use TechExcel and Service Online for ticket resolution.
. Maintain an average of 85% call resolution.
. Assist in the maintenance and configuration of users systems.
. Analyze and diagnose operating system performance issues.
. Research, resolve and respond to questions received via phone calls and
emails in a timely manner in accordance with current helpdesk standards
and procedures.
. Acquire and maintain current knowledge of relevant products (software and
hardware) and support policies in order to provide accurate solutions to
users and document the results.
. Support HP desktops and laptops.
. Created user friendly documentation system currently utilized by fellow
helpdesk technicians.
. Provide training for newly hired helpdesk technicians.
. Install, support and troubleshoot Blackberry, iPhone, HTZozone wireless
devices and configure through Exchange servers.
. Install/Configure in XP, Frame relay, Routers, Ethernet, TCP/IP and
Mainframe: ACF2, RACF, TSO, ISPF, CICS.
DynCorp International, Fort Worth, Texas -- April 2007 - September 2007
IT DeskTop Technician (Contractor)
. Researched, resolved, and responded to questions received via telephone
calls, tracking system in a timely manner, in accordance with standards.
. Provided desktop and phone support to executives such as VP's, CIO's and
all levels of management.
. Responded to approximately 30 helpdesk tickets per day via phone and
email through TrackIt.
. Supported 300 - 500 users onsite and up to 5000 total users.
. Escalated issues to appropriate individual based on established helpdesk
guidelines and procedures.
. Installed hardware and software for internal and external audience.
. Installed VMware on user's machines.
. Acquired and maintained current knowledge of relevant product offerings
and support policies to provide technically accurate solutions to users.
. Participated in team projects to enhance the technical infrastructure or
improve quality or efficiency of problem resolution process.
. Installed Blackberry software to computers and sync users Blackberries to
their desktop and outlook.
. Assisted with Server and/or LAN support.
. Updated active directory to maintain in compliance with Auditors.
. Imaged computers for upgrades and backups.
. Maintained network domains and mapped networks.
. Installed drivers for printers.
. Created backups of drives.
ChartOne, Irving, Texas -- December 2006 - February 2007
IT Technical Support Analyst
. First point of contact for medical records users.
. Resolved issues with Desktop and Internet based applications.
. Used Remote Assistance to resolve medical records software issues.
. Used Cisco VPN for hospitals with secured sites.
. Solved hardware issues stimulating from using printers, scanners, modems,
and hubs.
. Created cases for customers and resolve issues in a timely manner and
escalate issues if I can't resolve them.
. Monitored email and voicemail responses 3hrs out of the day concerning
hardware and software issues.
. Had to know the correct command prompts to enter into a DOS based
application in order to access the customer data to correct the problem.
. Responsible for mapping network drives, installing remote assistance on
user's PC's and making sure they have rights to do so.
. Responsible for installing software upgrades.
AmerisourceBergen, Roanoke, Texas -- January 2006 - December 2006
IT Helpdesk Tech. Support
. Supported ECHO desktop application by resolving customer problems.
. Realizing when a customer's computer is on a network and finding the
computer database so software issues can be troubleshot and resolved.
. Responsible for supporting and troubleshooting four different application
systems ECHO, ECHOW, which are desktop applications systems and IECHO,
COE, which are internet based applications systems.
. Supported and troubleshot three different handheld PC's which include
Symbol, Telzon ultraphase V+, and Telzon PTC610.
. Responsible for training prospective customers on the application system
so they can have a thorough understanding of how to use the system.
. Responsible for building current software upgrades and sending it to
customers at there request.
. Streamed into customers computer to walk them through installing software
upgrades. Resolved customers' software issues when they are not familiar
with a computer.
. Understood use of a network cable, usb ports, serial ports, drivers,
routers, switches and to be able to troubleshoot hardware issues linked
to any of these functions.
. Supported computers that we sent out to customers and recognize internal
issues when a computer needs to be replaced.
AAA, Irving, Texas -- January 2005 - January 2006
Technical Support Representative
. First point of contact for AAA user's.
. Handled customer technical issues directly by phone.
. Resolved issues with Desktop and Internet based applications.
. Used Remote Assistance to resolve AAA software issues.
. Monitored email and voicemail responses concerning hardware and software
issues.
. Knowledge of membership to better assist customer's with their problems.
Used active directory to unlock and reset customers' password and update
account information.
. Developed and maintained accounts according to procedures defined.
Sprint, Grand Prairie, Texas -- May 2003 - January 2005
Technical Support Representative
. Utilized desktop support system to troubleshoot cell phones.
. Analyzed Software and PRL function to keep systems current.
. Used local desktop support intranet system to receive, return and
maintain inventory.
. Applied PST machine to test and make diagnosis of problems with cell
phones.
Education
DeVry University, Irving, TX -- July 2003-October 2004
. Bachelor of Science in Technical Management
Tyler Junior College, Tyler, TX - August 1999- May 2002
. Associates of Applied Science in Behavior Science
Certificates & AWARDS
. ITIL Version 2 Foundation
. First American Excellence Award
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