**** ******* *****, *******, ** *******

972-***-**** ac57j2@r.postjobfree.com

Norma I. Silva

Objective

To secure a position in a dynamic and challenging environment where I can utilize my formal education, IT training and IT skills to their full potential.

Experience

2009-Present TetraPak Denton, TX

Global Service Desk Agent

Handle inbound telephone calls, web entries and e-mail in English and Spanish from customers and log their issues in HEAT Ticketing System.

Reset passwords and add access roles, and work with different objects in Active Directory.

Handle and troubleshoot VPN issues, SecurID issues (Smart Cards), provide BitLocker Recovery Keys.

Create R/3 user accounts in SAP (PE1, PM1, ME1, PH1, PZ1, PR1 and PB3), reset passwords, set validity extensions and add profiles to existing users.

Train our users on the use of HEAT.

Troubleshoot hardware and software problems and installations remotely in Windows 7 and 10. Install software from Software Center, SCCM.

Troubleshoot driver issues.

Setup Cisco IP Phone extensions and create Jabber accounts, as well as help customers set up mail accounts for their iPhones (Install Intune).

Write knowledge base articles.

2007-2009 Greyhound Lines Inc. Dallas, TX

Support Center Analyst

Supported various in-house applications such as a ticketing system for company, as well as independent, operators on various operating systems. Support includes training, trouble-shooting and password resets.

Trouble-shoot problems such as connectivity to the network and printing issues. Some users connect via VPN, while others are dial-up and still other are connected via frame relay.

Supported users on Microsoft Office Suite applications such as Excel, PowerPoint, Outlook and Word.

Supported field users when installing MAX Ticketing software on their private computers as well as support printers.

Supported users when updating and upgrading in-house applications.

2004-2006 BrightNow!Monarch Dental Richardson, TX

Helpdesk Specialist

Supported internal clients on Microsoft Office applications, including Outlook, Excel, PowerPoint and Word.

Supported clients on QSI software such as resetting passwords and setting up equipment to work with this software, restart channels remotely and installed printers.

Supported clients with network password issues; install software on pc’s and minor troubleshooting. Also, perform support remotely using the VNC software.

2003-2004 Buchanan Associates Irving, TX

Desktop Support

Supported clients using Microsoft Office applications, including Outlook.

Supported clients with general desktop issues, including password resets using Active Directory and remote software installs using SMS.

1999–2003 TXU Dallas, TX

Technical Desktop Support

Supported internal clients on Windows desktop applications, including word processors, databases and spreadsheets as well as Lotus Notes using a remote access software package. Wrote simple macros and formulas for clients. Installed software. Performed remote support.

Helped clients with password and printing issues.

Provided limited in-house mainframe applications support.

Support clients via e-mail.

1996-1999 Mary Kay, Inc. Dallas, TX

Technical Support

Supported clients with in-home program that downloaded sales data from a server. Helped clients with minor maintenance on their home PC’s.

Supported modem installations and ISP setups.

Trained clients on how to use Word and Excel for their business needs.

Solely supported all Spanish- speaking clients.

1993–1996 Software Spectrum Dallas, TX

Desktop Support

Supported Windows and Mac desktop applications including word processors, spreadsheets and presentation and graphics packages.

Supported other software such as organizers and planners.

Supported hardware such as modems, printers and plotters.

1988–1993 NorTel Dallas, TX

Co-Op

Supported desktop applications on the Macintosh platform.

Worked in Operations Department and created reports for cost allocations and budgets.

Education

B.S., Business and Public Administration from the University of Texas at Dallas, 1982.

M.S., Management and Administrative Sciences from UTD, 1997.

M.B.A., Management Information Systems, from UTD, 2002.

Technical

A+ Certified 1999.

Microsoft Office Master, 2002.

Fluent in Spanish

Contact this candidate