Customer Service Human Resources

Althea M. Scott, MCP

Experienced Help Desk/Desktop Analyst

Mobile: 713-***-**** *******@*********.***

Summary

Microsoft Certified Professional with excellent experience in 1st and 2nd tier user support

at all levels of company. Deployments and assembly and PC upgrades, customer service

and organizational skills.

Professional Experience:

City of Houston – Houston, TX - add “application support”

Sr. Helpdesk Support/Computer Analyst (8/2000 to 1/2013)

• Provided 1st tier end user support, resolve or escalate support requests received via email,

telephone or in person for various desktop support issues including, but not limited to,

Windows, MS Office applications, email, and hardware/software related issues

• Project management includes in-house apps, policies, procedures and standards, including

mobile technology.

• Consulted with other departments, for timely implementation of relocations, i.e., PCs,

phones, furniture, etc.

• Recommendations of equipment and office layout

• Assisted with Network security administration, new user, password resets, using an Active

directory platform.

• Coordinator of Help Desk IT projects.

• Ensure desktop configurations, standard software installs, service packs and fixes.

• Assisting the IT Administrator with technical writing for the IS Depart.

• Installed hardware/software, and printers including physical inventory for replacement and/or

upgrade

Education/Training

B.A. Management/Human Resources/Training & Development, Spring Arbor College, Spring

Arbor, MI

A.A.S. Business Communication, Ferris State University, Big Rapids, MI,

Microsoft Certified System Engineer, (MCSE), Microsoft Certified Professional, plus

Internet (MCP+), Southern Methodist University, Bellaire, TX MCP#493760

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