HIGHLY-MOTIVATED IT PROFESSIONAL
Qualified IT Support Analyst with experience providing application and network access support to over 25,000 end-users. A+ certified and pursuing CCNA certification. Key strengths are logical problem-solving, interpersonal skills, and PC troubleshooting with emphasis on providing customer satisfaction. Proven success providing solutions to end-users as well as supporting team members, streamlining processes, working well within a team environment, excellent written and oral communication, and advanced skills in Access, Word, and Excel.
Hardware: Acer, Asus, Gateway, Dell, HP, IBM, and other OEM laptops and PCs
Network Appliances: Cisco Catalyst 2960, 3560, 3750 Series, Cisco ISR 2900 Series, ISR 4331
Software: VMWare, Word, Excel, Access, Outlook, PowerPoint (2010 / 2013 / 2016 / 365)
Operating System: Cisco IOS, Windows (XP, NT, 2000 Pro, Vista, 7, 8, 10), Linux, UNIX
CISCO ACADEMY, Cypress, TX 6/2016 – 1/2018
Continuous improvement in the academy enabled me to stay abreast of current IT industry trends and technologies, it allowed me to utilize my technical and active listening skills within a group setting, and it allowed me to professionally interact and share information with others. Learned various IS and IT career skills to use as a team member to successfully complete projects and contribute to the IT profession.
Installed, upgraded, maintained, and configured networking, security, and applications for Linux systems (Ubuntu with Bash).
Configured, modified, and maintained router and switch settings for networking and port security within various network transport schemes.
Monitored, maintained, and administered computer networks and related computing environments including computer hardware, systems and applications software, antivirus and malware software, and all configurations using MMC, Group Policy Editor, and Active Directory.
Planned, coordinated, and implemented network security measures to protect users, data, software, and hardware by configuring security settings or access permissions for groups or individuals.
Diagnosed, troubleshot, and resolved hardware, software, and network issues.
MEADOR STAFFING SERVICES, The Woodlands, TX 11/2015 – 3/2016
Data Entry Clerk
Accurately captured information for 800+ donors into the Razor’s Edge (RE) database during the year-end gift campaign. Corrected discrepancies about donor data from various forms and gift receipts before entering the information into the RE database. Precisely coded 1200+ records created, edited, and updated in the RE database. Successfully completed 100% of 1200+ gift records originating from online and mailed-in donations.
RT CONNECTIONS, Houston, TX 12/2014 – 7/2015
Entered land data concerning oil wells and drilling sites into Knowledge Lake Capture from leases, agreements, amendments, titles, deeds, contracts, and other miscellaneous documents. Scanned documents into SharePoint databases using the Fujitsu fi-6130Z. Created, edited, and maintained records in a Quorum Land database. Captured other needed information from generated land documents.
MCDANIEL METALS, Houston, TX 9/2013–10/2014
Responsible for the master production schedule involving over $1,000,000 in machinery, raw materials, and inventory for the corporate location employing 140+ personnel. Coordinated and expedited the flow of work and products between Production and Shipping according to the production schedule. Reviewed supporting documents and manufacturing orders to determine bills of materials (BOMs) requirements for various products. Generated and maintained detailed reports using Excel to effectively maximize the manufacture and distribution of company products.
RANDSTAD TECHNOLOGIES, Houston, TX 7/2012–9/2012
Call center support for 4,500+ desktop and laptop end-users for multiple applications, company intranet sites, and software installs and upgrades. Responsible for troubleshooting various issues for HP and IBM Lenovo laptops. Provided support for RSA token fob and IronKey equipment. Configured printers, desktops, laptops, and Lotus Notes accounts, and resolved VPN issues for mobile and remote users.
Resolved company-wide migration issues and technical issues for in-house software for desktop and laptop end-users by phone and/or remotely using Team Viewer 7.
Reset passwords for LAN IDs, various Oracle systems, Cisco phone systems, and intranet sites for end-users along with RSA token fob management and other duties.
Problem resolution at 90% of HEAT tickets generated from 30 to 40 calls per day within the enterprise Service Level Agreement with 10% of problem tickets escalated to specialized Tier 2 groups.
INSIGHT GLOBAL, Houston, TX 4/2009–9/2009
Technical Support Associate
Provided first level support for 25,000 desktop and laptop end-users for multiple applications, company websites, and software installs and upgrades. Provided software and hardware inventory control. Configured printers, copiers, desktops, laptops, and Microsoft Outlook accounts, resolved VPN issues for mobile and remote users, configured wireless network access for both guests and employee WLAN users.
Modified LAN IDs for users and reset user's passwords on various intranet-based systems to allow continued access to the corporate network.
Responsible for troubleshooting and resolving various issues for IBM Lenovo ThinkPad laptops (T43, T60, T61, and T400) used by Booz Allen Hamilton employees by phone and/or remotely using RealVNC.
Problem resolution at 80% of S-Cubed tickets generated from 40 to 50 calls and e-mails per day within the enterprise Service Level Agreement, with only 20% of problem tickets escalated to specialized Tier 2 groups.
PRAIRIE VIEW A & M UNIVERSITY, Prairie View, TX 9/2002–1/2009
Investigated the behavior of vibration in airplanes. Conferred with NASA Dryden engineers to discuss improving existing vibration analysis methodologies. Received 100% funding from NASA Dryden for preliminary vibration analysis study and garnered further funding for continued study in aircraft structural reliability totaling over $100,000. Submitted research findings to peer-reviewed journals and presented papers at symposiums and conferences.
PRAIRIE VIEW A & M UNIVERSITY, Prairie View, TX 4/2002–6/2002
Responsible for check-in and checkout of laptops to Nursing and Architecture students for the Laptop Group. Provided support for Dell laptops, installed and configured software, printers, and resolved problems with Microsoft Office software.
Required to install software and configure personal settings on Dell C600, Dell CPi, or Gateway 9300 Solo laptops for student users.
Reconditioned all returned laptops and coordinated major repairs with vendors.
Provided Help Desk support for the campus using Magic problem tracking/resolution software with problem resolution at 75% (for 25 or more daily calls) with 15% of misdirected calls and 10% of escalated calls.
TECH AID, Houston, TX 4/2001–11/2001
Desktop Support Technician
Provided desktop support for 5,000 end-users, setup workstations and/or laptops, and installed software, configured printers, customers’ settings, and resolved any post-installation issues for end-users.
Successfully completed a large-scale Enron project involving the relocation and re-installation of 2,000 PCs running on the Windows 2000 Professional platform within two months and with minor configuration issues that were easily resolved.
Provided desktop support (with no Help Desk) to technicians in the field concerning SAP migration issues with 100% resolution as a member of the North American Compaq SAP remote site migration team at Halliburton-Kellogg, Brown, and Root.
Responsible for ghosting over 400 desktop computers at numerous Houston area clinics within 3 weeks on the Compaq Windows 2000 Rollout Team for the City of Houston Health and Human Services Department.
EXXONMOBIL CORPORATION, Houston, TX 6/1999–3/2001
+LAN Access Analyst 11/1999 – 3/2001
Provided first level support for global end-users for enterprise network access. Tracked all group-related issues for the HSME desktop rollout. Coordinated LAN Administration team action items with rollout IT Group leaders at various locations in the Houston area. Generated daily reports of all scheduled users using APPNET, disseminated reports to team members for user ID conversion, and tracked daily rollout activity using Excel.
Responsible for the group calendar and any scheduling changes of the LAN Access Administration team during the global ExxonMobil HSME desktop rollout in the Houston area.
Provided desktop support remotely for LAN issues in the second phase of the transition to the Canadian Help Desk team.
Problem ticket resolution at 80% (of 30 to 40 daily calls and e-mails) with 10% of Remedy tickets for misdirected issues and 10% of escalated problem tickets.
+Data Security Administrator (DSA) 6/1999 – 11/1999
Created, modified, and deleted Active Directory LAN IDs for users at the Baytown and Baton Rouge chemical plants and refineries, then scope broadened to include global users.
Provided desktop support for LAN issues during the first phase of the transition to the Canadian Help Desk team.
Developed and documented procedures for the creation and maintenance of IDs on the chemical LAN and EIS/Oracle systems.
Problem resolution at 90% of Remedy tickets generated from 40 to 50 calls per day – with 10% misdirected inquiries.
LONE STAR COLLEGE – CYFAIR
PRAIRIE VIEW A & M UNIVERSITY
LONE STAR COLLEGE – CYFAIR
Network and Computer System Administration
STAFFMARK TRAINING CENTER
CompTIA A+ Certified