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Desktop Support Help Desk

Missouri City, Texas, United States
January 23, 2018

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Missouri City, TX

832-***-**** Summary

I have a background in Help Desk and Desktop Support, pursuing a career in IT Security

with a focus in Computer Forensics.


Certification in Computer Forensics Aug 2016- Current

Champlain College

Relevant Courses: Criminal Law, Dig Forensic Inv Techniques

BBA in Computer Information Systems Dec. 2011

University of Houston Downtown

Relevant Courses: Management Information Systems, Computer Algorithms &

Programming Techniques, Introduction to Computer-Based Systems.

Relevant Skills

●Applications: Photo Shop, Word, Access, Power Point, Outlook, Excel, Front Team viewer, RDP, Symantec Ghost, Remedy Force, AS400, Office 2010, Office 2013

●Hardware: Install hard drive, memory (RAM), new applications, and format system, daily maintenance.

●Platforms: Windows, Linux, Android, Blackberry, Apple IOS

●Virus/Spyware Applications: Super Anti-Spyware, Malware Bytes, McAfee, AVG, Sophos, Avast

Professional Experience

Goodman Manufacturing Houston, TX Nov. 2014-Current

Service Desk Analyst

●Handle phone calls from end users. Provide assistance remotely with Teamviewer and VNC.

●Troubleshoot end users issues and track them with the Service Desk Express application by BMC Software.

●Update tickets as needed in the Remedy Force ticketing system. Assign tickets to other groups if the users issue cannot be handled by level 1 support.

Thermon Manufacturing Houston, TX Apr. 2014-Nov. 2014

Desktop Support

●Performed Desktop Support for end users. Provided assistance in person and remotely.

●Handled day to day work station maintenance and kept track of help desk tickets through the Thermon Help Desk ticket system.

●Utilized tools such as Dameware and LogmeIn to assist users that were remote.

●Assisted in network switch replacement project.

●Performed PC technician type roles with taking out old Windows XP machines and deploying new Windows 7 machines.

Fluor Corporation Sugarland, TX March 2014 - (1 month)

PC Technician

●Short contract assisted with Windows 7 migration project.

PCCA Houston, TX February 2014 (1 week)

Web Support

■One week contract job assisting users with website logins and digital certificates

Wilson Fire Equipment Houston, TX Dec. 2013 – Jan. 2014

Desktop Support

●Assisted users that put an in IT Request through our SharePoint system.

●Handled day to day work station maintenance and kept track of the health of the workstations through Spiceworks.

●Created new computer and email accounts for new workers.

●Helped with monitoring the daily backups and had to switch out drives at the end of the week for the overall system backups.

Sam Houston Area Council-Boy Scouts Houston, TX Sept. 2012 - Dec. 2013

Tech Analyst

●Handle all of the help desk calls that would come in and assist clients with their technology needs.

●Assisted my manager in maintaining the servers, phone system, and backups.

●Maintain the active directory where all of the users and workstations are stored.

●Added/removed PCs from the domain when needed.

●Create new accounts for new employees that are hired.

FP Assistance Houston, TX Feb 2012 – Sept. 2012

IT Technician

●Perform general desktop assistance with clients. Utilized Team Viewer remote desktop software to assist clients.

●Maintain all the workstations in our Houston office and run weekly spyware scans to keep them running efficiently.

Sprint Houston, TX Nov. 2011 - Feb 2012

Service Tech/ Sales Rep

●Assisted clients with their mobile device issues. Offered different options to fix the issues with their device.

●Conversed with customers about our device selection and accessories.

●Performed on-site repairs for the clients, Repairs not resolved in-store devices would have to be ordered.

University of Houston – Downtown Houston, TX Feb. 2010-Oct. 2011

Student IT Assistant

●Worked in the User Support Service (USS) assisting faculty and students.

●Assisted faculty and staff members with their PCs and other technical devices.

●Prevented virus attacks that would come up on the schools network.

●Used Windows RDP to assist clients.

●Imaged laptops and desktops with Symantec Ghost.

●Added/removed PCs from the domain when needed.

●Worked on different Windows migration projects.

Professional Experience (cont’d)

Champion Technology, Houston, TX 2011

PC Technician

●Worked with Champion Technology as a contractor moving and disconnecting PCs, printers, phones and other tech equipment.

●Set up workstations with all the accessories and had boss sign off when job was completed.

Relevant Coursework

CIS 4312 Senior Project UHD Fall 2011

Team Member

●Worked with a small group of classmates on a collective project where we had to research a company and come up with a potential business model that they could use.

●Wrote five progress-reports and presented it to the company. In turn they could see how the project was coming along.

●Presented to the company what solutions or alternatives we found for them to implement as a result to help their company run more efficiently.

CIS 3306 Database- UHD Spring 2011

●Learned about how databases work and the different parts of them.

●Worked with SQL code, also complied a project that included tables and other SQL commands.

●Demonstrated in daily assignments with SQL code.

●Familiar with the Pico email system inside SQL.

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