Technical Support Manager

OBJECTIVE: Seeking a position within a challenging organization that will

allow me to utilize and enhance my computer technical skills.

Salary Requirement: My Current salary requirement is in the 42,000 to

50,000 + range.

WORK EXPERIENCE:

ALI Solutions, Austin, TX

Desktop Specialist / Administrator

February 2008, to April 2010

. Managed Virtual Machine ESX Server and Lab Manager.

. Installed, configured and Maintained, PC hardware, laptop,

printer, Macs, and HP Server hardware.

. Managed and created new accounts on Blackberry Enterprise

Server.

. Implemented and maintained Juniper Networks VPN.

INVESCO, Houston, TX

Analyst

2 August 2006 to February 2008

Computer Configuration Lab Group

. Load operating systems and installed applications onto

desktop workstations and deploying to clients' locations.

. Troubleshot and resolved hardware and software issues for

desktops and laptops.

. Provided desk side assistance to Automation Specialists, as

needed.

Server Hardware Team

. Built IBM Blade and stand-alone servers per standard

specifications.

. Diagnosed and resolved IBM server issues using break/fix

methodology.

. Monitored servers in the computer room using IBM Director

Utility.

. Maintained warranty information on all IBM servers in the

main server room.

. Creating a workflow chart to track server hardware parts that

are checked in and out.

Hewlett Packard Main Campus, Houston, TX.

Emergency Server Response Team

May 2006 to February 2007

. Worked as part of a 24/7 on-call server response team that

would assist offsite Network Administrators.

. Supported three clients with over 200 HP servers at Hewlett

Packard facility.

. Configured Cisco router to Administrators specifications

request.

. Ran multiple Cat5e / Fiber Optic cables from switch board to

switch board.

West U PC, Houston, TX.

Lead Desktop Technician

February 2005 to August 2007

. Repaired Desktop, Laptop, Printer, and various components

received from clients.

. Backed up and Ghosted HDD for data recovery.

. Supported fifteen small business clients for onsite support

with Networking, Windows Servers 2003, etc.

. Managed store for visual merchandising and ensured proper

amount of inventory.

Getronics, Houston, TX.

Help Desk Analyst

December 2005 to May 2006

. Served as the initial point-of-contact for resolution of

desktop/workgroup-related problems in a 60,000 user

environment.

. Troubleshot, researched, diagnosed, documented, and resolved

technical issues surrounding the Windows NT/2000/XP

environment, MS Office, Exchange/Outlook, and Internet

connections.

Convergys, Houston, TX

3 Technical Support (SBC/YAHOO DSL, PRODIGY DIAL-UP)

October 2001 to December 2003

SBC/YAHOO DSL

. Troubleshot and resolved hardware and/or software issues

received from customers' calls.

. Provided technical support for Windows operating systems (Win

95/98/NT/2000/XP).

. Troubleshot Web-based applications (Outlook, Outlook

Express, Internet Explorer, Netscape)

. Used Remedy tool to log IT request and managed accounts.

PRODIGY DIAL-UP (TEAM LEAD)

. Troubleshot and resolved Internet connection issues from

users.

. Provided technical support for all versions of Windows.

. Answered an average of 60 calls a day.

EDUCATION:

2001-2003 North Harris College Houston, TX, Associates Degree in Computer

Technology

Skills:

Applications: Office products, Live Meeting, Citrix Program,

Remedy, Active Directory, Lotus Notes, Norton Ghost,

Juniper Networks, Salesforce.

Platforms: Proficient in Windows (2000/XP/Vista/Win7), Macintosh,

TCP/IP, UNIX, Linux.

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