Technical Support Analyst

Caleb Liburd Jr.

**** ******* **** **. ******, TX 77396·H: 832-***-**** C: 346-***-****

************@*****.***

SKILLS:

●Multi-tasking

●Customer Experience

●Extensive experience in Windows 7 and Windows 10

●Tech Support/ Troubleshooting

●Diagnosing Root Causes to Issues

●Extensive experience in Office 2010, 2013 and Office 365

●Extensive experience in MS Exchange 2013 – 2016

●Extensive knowledge supporting and troubleshooting multi-function printers; on-site and remotely

●Extensive experience with Active Directory account maintenance, group policies, etc.

●Effective communication and training skills

EXPERIENCE:

May 2014 – MARCH 2019

Technical Support Analyst/Customer Experience AGILE Product Owner

ExxonMobil, Houston, Tx

●Lead roll out of the Kanban Pilot and Agile Process

●Manage and supervised a group of 16+ technicians

●Trained work group to prioritize BMC Remedy tickets and raised guaranteed need by dates by 90% and decreased Incident Escalation Request

●Evaluate over 500 requests per week to ensure customer's satisfaction is being met and that all required data is available

●ITSM expert on analyzing and consulting customers Request

Collaborate with the Global Help Desk to resolve and expedite complex issues in a timely manner

●Manage and support VPN Clients/ SME geoscientist software installs.

●SME with Apple and MAC Os devices.

●Hosted daily Scrum meetings to improve team's effectiveness and reliabilty

●Resolved an average of 50 tickets per week (VIPs and Administrative issues)

Effectively executed the rollout of high-end equipment to Crude Oil Trading Group (300 users) HE laptops and Quad monitor setup. Diagnose Root Causes to many issues.

●Perform onsite technical support and assistance with troubleshooting issues

●Provide remote support using a variety of remote-control tools

Image and deployed new and replacement devices, IOS, Wacoms, laptops and desktop equipment

August 1999 – November 2013

SR IT Technical/ Desktop Support Engr, Harneys, u.s. virgin islands

Lead implementation of Norton Ghost Cloning Tool

●Configured and troubleshoot Company-wide devices and Server maintenance

●Trained and supervised over 100 employees

●Managed implementation of Customer Request Ticket Assistant

●Managed and prioritized team's workload also resolved 90% Help Desk issues

●Trained and supervised over 15 employees with technical issues

October 1995 – August 1998

Network Administrator, Bank of Nova Scotia, U.S. Virgin Islands

●Managed AS400 database and ensured Active Directory is properly maintained

●Supervised teller machines to ensure proper functionality and connectivity to network

EDUCATION & CERTIFICATIONS

2019

Certification in Progress: (CCNA) Cisco Certified Network Administrator

Online Course

2019

Certification in progress: (MCP) MICROSOFT CERTIFIED PROFESSIONAL

Online Course

2012

Certification: (MCSE) Windows 7&10

New Horizons learning center FORT lauderdale, fl

Microsoft Certified Solutions Expert (MCSE)

2009

Certification: Comp Tia A+

New Horizons learning center Miami, fl

Comp Tia A+ Practical and Essential

2008

Certifications: (MCSA) Microsoft

New Horizons learning center FORT lauderdale, fl

Microsoft Vista (March 2008)

Microsoft XP (April 2007)

Networking & System Administration (June 2001)

1999

Bachelor of Computer Science Degree, Dubuque University

2006

Certifications: (DCSE) Dell Hardware+ Servers

Dell Headquarters Austin, TX

Desktops, Laptops, Servers, Open Manage

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