Customer Service Technician
Resume:
Justin R. Pickens
Houston, TX 77043 713-***-**** or 281-***-****
**************@*******.***
Summary of Qualifications and Skills
Software: Windows 2000, NT, 98, 95, Office 98, 2000, Visio, Notes Mail
5.05, MS Outlook, Novell 3.1, IE 5.0, Dos, SAP R3, Ghost 7.0, Active
Directory, Novell Netware 5.0, Remedy, Railtrack, Lotus Notes 7.1, Windows
XP, Windows Vista, Oracle, Microsoft Office Suite 2003 & 2007, Excel,
PowerPoint, Citrix, UNIX, LAN/WAN implementation experience, A+, Network,
Windows 2003(8), SAN & NAS storage, and VMWARE including architecting a
corporate-wide installation, troubleshooting in an enterprise setting, DNS,
TCP/IP, DHCP, server virtualization, and Active Directory Scripting, and
programming.
Hardware: IBM ThinkPad's T series/600's, IBM Desktops, Dell Desktops, IBM
compatibles, HP LaserJet's, Inkjets, Office jets, Cisco 2800 and 2900
Switches.
Work Experience
Desktop Technician/Migration Technician October 2008 - October 2009
CompuCom (Onsite at Chevron), Houston, TX
. Staged, migrated and deployed desktop workstations and notebooks
for Chevron End Users
. Used a User Profile Migration tool to execute data migration
. Performed cable management (for power cabling and network cabling)
when workstation is deployed
. Used knowledge to identify resolutions to known issues as quickly
as possible:
. PC hardware break/fix and functionality
. Vista and Office configuration
. Subscription to GIL services (via
http://gilserv.chevron.com)
. Requests for workstation Administrator rights
. Access to and recovery of data
. Installation and configuration of local applications
. Installation of new and/or existing peripherals
. Updated each user's GIL 2 and GIL 3 status from Site Rollup page in
Forecasting, Assessment, Deployment and Scheduling Tool (FADS) when
user is deployed
. Traveled to various locations within Central Region for deployments
of Chevron end users
. Synchronized and configured Blackberry PDA's to new
desktops/notebooks for end users
. Installed and configured Citrix software on static server
. Provided Tier II Desktop Support to resolve PC related issues for
end users after deployment
. Trained end users on utilization of new hardware such as:
. Proper docking, powering, undocking of Lenovo T61, T400,
X61, X200, T61p, W500 and Panasonic Toughbook
. Configuring offline files via Sync Center explaining
potential impact on workstations
. Launching and connecting Microsoft VPN
. Reconnected and tested non-standard drive mapping
. Mapped network printers
. Installed and configured external devices and peripherals such as
Blackberry, Palm, external hard drives, wireless mice and wireless
keyboards
. Mapped Outlook PST files and verified content accessibility
. Verified AT&T Global Network Client installation
. Added RAM as needed to desktop/notebook for end users
Technician Apprentice June 2007 - May 2008
Lonestar A/C Repair
. Maintenance of residential air and furnace systems
. Troubleshooting and replacement of components
. Maintained ongoing records of services rendered
. Submitted detailed reports to management and payment invoices
. Traveled to various residences in Houston
Migration Technician September 2006 - April 2007
Comcast Cable, Houston, TX
. Installation and set- up of new computers
. Added computer to Comcast domain using Active Directory
. Imaged computers using Ghost 7.1 Imaging software
. Kept inventory of all computers Installed and collected from
clients
. Assisted in resolving all software/hardware issues dispatched from
helpdesk after deployment through Remedy
. Traveled to various sites in Houston
. Five-Hundred end user infrastructure
. Added RAM as needed to PC for end users
Migration Technician March
2006 - August 2006
Shell Oil, Houston, TX
. Orientated clients on the functions and software of new computers
. Added computers to domain using Active Directory
. Imaged machines using Ghost 7.1 Imaging software
. Configuration of all Lotus notes and Microsoft Outlook for clients
verifying PST files and content accessibility
. File transfer and data backup to network
. Traveled to various sites through out United States
. Eight- Hundred end user infrastructure
. Installation and set-up of new computers
. Reconnected and tested non-standard drive mapping
. Mapped network printers
. Configured and installed external devices and peripherals such as
Blackberry, Palm and external hard drives
Customer Service Representative April 2004 -
February 2006
Overnight Freight Team Associate
The Home Depot, Pearland, TX
. Answered all incoming calls in a timely and
sufficient manner.
. Assisted customers with scheduling deliveries and
installations.
. Handled all will calls and special order purchasing.
. Stocked pallets of merchandise through out various
store departments overnight.
. Reach truck usage to handle overstock.
. Assisted customers with pricing and merchandise
information.
. Unloaded Trucks of store merchandise In RTV area.
Desktop Support
March 2001 - July 2002
Chevron Phillips Chemical, Houston, TX
. LAN/WAN support for 500+ employee base in Novell
Network environment.
. Assisted with the hardware and software
troubleshooting.
. Responded to software/hardware issues dispatched
through Remedy
. Traveled to various sites around Houston
. Computer setup and installation
. Implemented new ideas for a more productive work
environment
. Connected and tested drive mapping
. Mapped network printers
. Configured external devices and peripherals
. Mapped Outlook PST files
Network Administrator Staff September
1996 - January 2001
Enron Capital & Trade Resources
. LAN/WAN support of fiber optic connections in raised
floor.
. Cut and termination of Cat 5 cabling and patch panel
termination from telecom closet to desktop.
. Configured Cisco 2600 & 2900 switches and routers.
. Troubleshooting of all network connectivity Issues.
. Computer set up and installation
. Responded to trouble tickets logged in Remedy
. Verified correct network for NT workstations and Sun
Systems after office moves
Trading Floor Clerk
January 1996 - September 1996
Enron Capital & Trade Resources, Houston, TX
. Answered mutli-line telephone system
. Properly filed company documents
. Delivered reports to legal and accounting
departments on the Trading Floor
. Distributed mail to various departments
. Utilized facsimile and PC as needed
Education
Dulles High School May
1993
Wharton County Jr. College 1994 -
1995
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