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Help Desk Desktop Support

Missouri City, TX
March 13, 2018

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Missouri City, TX 832-***-****


Offering extensive experience, a noted track record, and demonstrated abilities in Information Technology; areas of proficiency and knowledge include: Computer Technician/Support – Hardware/Software, Desktop Support


Networking: TCP/IP, Ethernet, VPN, Cisco Any Connect

Platforms: Microsoft Windows XP,7, 8 & 10 operating systems

Applications: McAfee & Norton Virus Protection Utilities, IIS, MS Office, SCCM, Ghost


Efficient in hardware & software technical support in the fast paced ever changing world of IT.

Experienced and knowledgeable Information Technology. In-depth knowledge and understanding of many software packages and operating systems. Easily identify and resolve technical issues and concerns.


Kelly Services (Dow Chemical), Freeport, TX

Provided support for the local Vax main frame systems.

Troubleshooting of hardware & software issues.

Assisted in the migration of the VAX mainframes to the IP21 systems.

Tracked all task through the Service Now ticketing system.


Cognizant Inc (Stewart Title Company), Houston, TX

Assisted in migration project of new computer systems.

Used SCCM to reimage existing systems for break fixes as well as new systems that were replacements.

Provide support for the decommissioning of old equipment.

Tracked all task through the Service Now ticketing system.


Insight Global (Methodist Hospital), Houston, TX

Assisted in the completion of the EPIC software project.

Reimaged laptop & desktop systems via SCCM.

Provided phone & remote support for the main campus located in the medical center.

Supported hardware deployment and printer renaming.

Supported on site peripherals as well as remotely.

Deployed laptops, desktop, & computers on wheels.

HELP DESK ANALYST Mar-2012 to Jan-2015

Baker Hughes Incorporated, Houston, TX

Provided remote phone support for over 60,000 users worldwide.

Exceed the daily goals of expected interactions (calls, emails & chats).

Exceeded customer satisfaction survey goal by constantly achieving average rating of 97%.

Worked well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance.

Built strong relationships among the regional desktop teams & other IT teams as well as working as a unified global helpdesk team.

Configured & managed Cisco VOIP phones & voice mail accounts on the server level.

Performed day-to-day troubleshooting for on-site & mobile users via remote access locations.

Supported wireless configuration & connectivity.

Responsible for Blackberry & iPhone support from configuration to troubleshooting.

Created new accounts, changed password, changed & updated security via active directory.

Configured & managed Cisco VOIP phones & voice mail accounts on the server level.

Call Manager - Cisco Unified Communications Manager Administrator

Cisco Unity – Voicemail Configuration

Callnet – Cisco IP Communicator

Logged all incoming calls into the remedy ticketing system with strict attention being paid to first call resolution but transferred tickets to the appropriate functional or onsite team.

Assisted in performing benchmark testing for the windows 7 to windows 10 migration.

Desktop Support Analyst Mar-2007 thru Mar-2012

Baker Hughes Incorporated, Houston, TX

Responsible for the configuration & shipment of the time clock computer upgrade project of remote

company sites.

Responsible for the equipment recycle & disposition at several locations.

Responsible for configuring & maintaining laptop for remote use with Cisco VPN

Cisco any-connect.

Assisted with the computer operating systems migration project from windows xp to windows 7 using SCCM & Ghost for reimaging.

Responsible for setting up and troubleshooting RSA Secure ID on new & existing computer.

Responsible for desktop fields support hardware/software issues. Hardware was sent onsite and had to be sent out same day to reduce the users downtime. Diagnosed and resolved on-site technical issues.

On site support of computer systems, network printers, local printers, Cisco VOIP Phones, LAN trouble shooting, network communications for 400+ employees.

Responsible for troubleshooting network communications issues in TCP/IP, DNS for computers & network printers.

Assisted the network services team as needed trouble shooting server issues.

Assisted the communication team as needed troubleshooting issues with routers, switches, hubs & maintaining communications closets on site.

Performed daily task escalated by the help desk through the remedy ticketing system

Kelly Services Inc. – (Contractor: Baker Hughes) Sep-2005 thru Mar-2007

Desktop Support Computer Analyst

Led a project for configuring & shipping new computer to employees in the eastern hemisphere according to all rules set by government export restrictions.

One on one interactions with customers to address complex issues that couldn’t be handled by help desk analyst such as break fixes of hardware malfunctions, network connectivity

Re-imaged computer systems via ghost imaging software.

Configured & deployed new & upgraded computer systems for new hires & existing users.

Spherion Atlantic Workforce LLC – (Contractor: Chevron Phillips) Jan 2004 thru Sep 2005

Help Desk/Desktop Analyst

Internal IT support for a worldwide enterprise (Chevron Philips Chemicals).

Emphasized remote assistance with light desk-side support. Microsoft Office troubleshooting and support. LAN network configuration and troubleshooting.

Active Directory account management. Basic

SAP troubleshooting and support.

Supported change ticketing, tracking and escalation. In addition, Procedures documentation updates.

Assisted customers in resolving technical issues via remote troubleshooting.

Pinpointed and resolve issues ranging from software conflicts to hardware failures.

Set up printers and performed break/fix duties.

Map drives and printers manually

Advance America Servicing Of Texas - Dec 2002-Dec 2003

Retail Center Manager

Reviewed operating results of center daily, weekly and monthly to identify areas of opportunity for increased profits and decreased expenses.

Ensured procedures outlining opening, closing, banking, collections, audits, local store marketing.

Recruiting, hiring, training, disciplining, evaluating, developing, and terminating of center staff.

Maintain employee files and process all new hire paperwork according to company timeline. Provide operational support by working with other departments to solve issues that develop.

Lead team in collecting Past Due, Non-Sufficient Funds (NSF), Write Offs, and perform ed field calls.

Ensure all required documentation was included in each customer's file.

Imperial Sugar Company * Jan 2000 thru Oct 2002

Help Desk/Desktop Analyst

In-depth knowledge and understanding of numerous software packages and operating systems.

Skilled in providing Customer and End-User Help Desk Desktop Support. Easily identify and resolve technical issues and concerns.

Excellent communication and presentation capabilities. Provided computer help desk support via telephone communications with end-users.

Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists. Provided computer help desk support and technical training on hardware/software to end users.

Documented help desk tickets/resolutions, and provided overall assistance in daily administration of a Novell Netware 4.11 Network.

Performed set-up, break-down, and transport of agency equipment on an as-needed basis.


Texas Claims Adjuster License (2129254 - Issues 29-Sep-16)

Certifications: Xactimate Software (September 2016)

Degree Not Completed: Computer Science

Brazosport College - Lake Jackson, TX

Degree Not Completed: Pre Law & English

Houston Baptist University - Houston, TX

High School Diploma: General Studies

Sweeny High School - Sweeny, TX

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