Customer Service Support

DORICELA C. SACKER

*********@*****.***

Cypress, Texas Cell: 713-***-****

Hm: 281-***-****

SUMMARY

IT professional with knowledge of Command Center Operations, with skills in Windows Operating Systems. Expertise includes troubleshooting OS and Application related issues via regular process or major incidents in order to avoid or reduce customer downtime. Strengths include excellent Customer Service, ability to adapt to changes and work in a fast paced environment.

• Setting Priorities • Positive Attitude

• Team Oriented • Self Motivated

PROFESSIONAL EXPERIENCE

SUPERIOR ENERGY – Houston, TX 03/2017 to 6/2017

IT Service Center Technician

Provide Tier 1 Technical/Phone support to Corporation and subsidiaries with multiple Global locations.

Perform troubleshooting and remote support for a Global user community

Ensure prompt support and escalation for a wide range of hardware, networks, servers and software

Perform accurate and detailed logging and tracking of all calls in a Service Management system

Provide Accurate, timely, and professional resolution on all reported issues

Ensure efficient, accurate and professional follow up on assigned Service Management Items

Classify and identify issues based on impact and urgency

Ensure accurate and correct escalation of Service Management Items while following existing policies and procedures

Key role in Major Incident handling while following existing policies and procedures

INSIGHT GLOBAL – Houston, TX 6/2016 to 12/2016

Backup Administrator – HPE - Project

Install Data Protector software on newly built Windows, Linux and Unix servers.

Configure and test backups as required.

HEWLETT-PACKARD ENTERPRISE - Houston, TX 3/2000 to 4/2016

Technical Analyst II - Windows

As part of the Windows L2 Support Team, was responsible for the troubleshooting and resolution of server issues to meet the service level agreements established.

Name Doricela Sacker E-Mail *********@*****.***

Page Two

Provided Windows Support during major incidents for critical and high visibility issues reducing the amount of downtime.

Monitored the team queue via an internal ticketing system and prioritized issues based on its criticality in order to avoid major incidents.

Provided basic windows training for new members in the team and contributed in writing documentation.

Worked closely with the hardware team whenever hardware issues were identified to make sure the correct information was provided to them for their troubleshooting.

Assisted application team to resolve application related issues by performing health checks on the servers.

Investigate and remediate backup issues for failed OS, SQL and Oracle backups via HP Data Protector Software.

Managed virtual Windows servers in a VMware environment.

Provided basic support for Web Apps, Exchange and Print related issues.

Implemented Microsoft patches via patch management procedure and Update Expert application.

Selected to serve as champion and trainer during the migration of the Trade Customer Support from Roseville, CA to Houston, TX.

ADDITIONAL EXPERIENCE

International HR Systems Analyst, Continental Airlines - Houston, TX

Senior Compensation Specialist, Continental Airlines - Houston, TX

Systems/ACH Specialist, Continental Airlines - Houston, TX

EDUCATION

Bachelor of Business Administration, Computer Information Systems

University of Houston, Houston, TX

CERTIFICATIONS

ITIL Foundation

Windows 2008 - MCITP

COMPUTER SKILLS

Software: VMware vSphere Client, HPSM, MS Exchange 2007, MS Exchange 2010

Operating Systems: Windows 95, Windows NT, Windows 2000, Windows 2003, Windows 2008, Windows 2012

LANGUAGE

Bilingual: English/Spanish

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