Janie Saldana, A+, MCP

Montgomery, TX 832-***-**** ac73ma@r.postjobfree.com

Desktop Support Professional

Dedicated and knowledgeable Desktop Analyst professional with over 10 years’ experience providing user-focused solutions and service in high-volume environments of 6,000+ users. Proven history of success working with a diverse range of clients and all manner of hardware, software, and network technology. Strong communication skills and superb attention to detail. Troubleshoots and responds to service desk tickets for software and hardware issues, including remote support for PC. Performs IMAC (Install, Move, Add and Change) Help Desk trainer.

Certification for Network+ and Security+

Currently Pursuing

Technical Skills

Mac OS

Windows 7/8.1/10

Windows Server 2008/2012 R2

System Migrations

Computers & Printers

Laptops & Mobile Devices

Projectors

VOIP Administration & Configuration

McAfee

Remedy

Microsoft Office Suite, Office 365 Mac

ClickShare

Skype Business

Teamviewer

AD Console

Service Now

Microsoft Azura

Inventory Control

Iphone Support

Sharepoint

User Orientation

Multi-Factor Authentication

Windows NT 4.0

Windows 95 & 98

Windows ME

Windows XP Home & Pro

Windows Vista/XP

Windows 7.0 & 10

Windows Server 2003

Meridian Mail Systems

Logmein

Symantec Ghost

Cisco agent desktop

Cisco Unity Connection Admin

Cisco AnyConnect

Success Factors

Acronis

Professional Experience

C&J ENERGY SERVICES- HOUSTON, TX

IT Support Specialist 1, November 2018- Present

A one month project

Assist in the migration of the Multi-Factor Authentication

Walk customers through the process of installing the software on their machines and starting up the program for the first time

Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem

Assume remote control over customers’ computers when necessary to resolve problems

Install software, printer via TeamViewer

MDM for iPhone and Android

Office 365

NEW HORIZONS COMPUTER LEARNING CENTER Houston, TX

Student, June 2018 – August 2018

Manage maintenance of basic personal computer hardware and operating systems.

Identify and implement compliance and operational security measures to manage risk as well as troubleshoot and manage security incidents to plan for business continuity.

Establish and implement requirements for new systems or modifications.

Monitor and test system function to detect errors promptly.

Prepare evaluations of software and hardware to recommend improvements and upgrades.

Read technical manuals and conduct computer diagnostics to resolve system issues.

TRAINING AND LEADERSHIP DEVELOPMENT Houston, TX

Desktop Support Consultant, May 2013 – June 2018

Oversee desktop support, providing troubleshooting service for hardware and software in addition to identifying and recommending new technology solutions.

Travel to customer sites in order to assess functionality.

Perform comprehensive migrations to new computers and back up data using external HDDs.

MRC Houston, TX

Citrix System Administrator, December 2012 – May 2013

Managed hands-on technical support in response to requests, ensuring that all requests are promptly documented and tracked for swift resolution.

Oversaw setup and troubleshooting of conference room calls and Webex sessions.

Provided support for Cisco telephony, Cisco VOIP, Microsoft Windows, Active Directory, Microsoft Exchange, and Citrix XenApp.

Documented all IT policies, processes, and procedures and provided training and orientation for IT systems to ensure thorough staff knowledge of company technology.

Maintained and repaired Thin Clients and laptops, and created new images.

Used a Salesforce ticket system for processing Help Desk requests.

Professional Experience (Continued)

NASA Houston, TX

Help Desk Administrator, February 2012 – December 2012

Held security clearance and led IT teams in supporting multiple departments across a large campus.

Ensured exceptional client service and resolved all issues promptly and professionally to maintain operational efficiency for all projects.

JP MORGAN CHASE Houston, TX

Lead Technician, June 2011 – February 2012

Supervised the migration process on user workstations and interviewed users after transfer to ensure successful migration of all applications and settings.

Resolved user issues post-migration by using backups to restore user data.

Tracked and updated the migration project progress on the SharePoint site.

HEWLETT-PACKARD Houston, TX

IT Support Analyst, April 2011 – September 2011

Analyzed trends and patterns in user data to identify areas for improvement.

Created a database on different servers, models and components to analyze failure rates.

Generated comprehensive reports to summarize findings and influence company decisions.

INCARNATE WORD ACADEMY Houston, TX

Director of Technology, IT Support Specialist, April 2008 – July 2010

Managed all aspects of network operations including desktops, Dell Servers, security, infrastructure (LAN/WAN), and telecommunications systems.

Designed technology curriculum and provide technical assistance to management teams.

Implemented a successful Self Maintainer program for HP equipment.

Reviewed and enhanced existing technologies in addition to recommending new technologies.

Generated documentation of software licensing, hardware inventory and department budgets.

Worked with printers, scanners, laptops, desktops, software, security cameras, Sonic Wall firewall, Windows 2003 Server, and all network hubs, switches, and access points.

Additional 10 years’ experience as an IT Technical Support Specialist, Project Manager, Help Desk Administrator, Service Manager, and Network Specialist.

Education & Training

Security IT Associate Certification: CompTIA Networking + and CompTIA Security

New Horizons Computer Learning Centers, 2018

Certificate of Completion for Security+, Server 2008 Active Directory

Milestone Technical Institute, 2012

MCSE, Computer Forensics Examiner

SMU, 2003

IBM System 4300, DOS, OS, VM,

Computer Learning Center, 1989

Computer Science

University of St. Thomas, 1987

Fix/Repair

IBM Warranty for Administrator & Technicians

Certified in IBM Mobile Systems & Certified in IBM Desktop Systems

Toshbia

HP

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