Desktop Support
Resume:
FREDERICK WARING
Austin, TX 78725
************@*****.***
PROFESSIONAL EXPERIENCE
Tier I Tech Support
SMX Staffing 12/2013 –
• Communicate questions via phone & e-mail request assistance addressing customer hardware, software,
networking, and internet Wi-Fi related issues.
• Diagnosing & providing resolution of technical issues. Reporting issues through the appropriate
channels.
• Multitasking through multiple systems while troubleshooting with customers.
• Participate in remote training and assistance on software.
• Proactively identifies ways to avoid recurrence of customer issue by improving the process, reviewing
the technical articles, and recommending changes.
• Effectively communicate (verbally & written) information with customers, management & team
members.
Systems Support Specialist
Goodwill Industries/TCEQ 5/2013-12/2013
• Assists in the update of personal computer and mainframe application programs.
• Assists in troubleshooting and resolving computer-related problems.
• Installs, maintains, and performs minor repairs to hardware, software, or information resources
equipment.
• Participates in Help Desk activities involving customer support on the agency's information technology
systems for staff of the Texas Commission on Environmental Quality (TCEQ).
• Responds to user inquiries; inputs tickets according to Help Desk Standard Operating Policies and
Procedures (SOPP's); and provides the status of pending trouble tickets to customers via the automated
call tracking system.
• Provides "How To" support for selected agency software by answering customer requests for support
reported via the call tracking software, telephone, or in person.
• Provides customer service and answers user inquiries regarding computer software, hardware operation,
and the use and interface of systems and software applications.
• Provides operational assistance in the implementation and utilization of data processing hardware or
software.
• Maintains records of daily data communication transactions, problems, remedial actions taken, and
installation activities.
• Maintains appropriate security controls over software.
FREDERICK WARING Page 2
• Assists in setting up equipment for employee use and performing or ensuring proper installation of
cables, operating systems, or appropriate software
Network Specialist/Contractor
Goodwill Industries/TCEQ 10/2012 - 2/2013
Installed, maintained, and provided troubleshooting for PC systems
Prepared software and peripheral devices for installation according to adopted agency standards
o Windows 7
o MS Professional
Outlook, Word, Excel, Access, PowerPoint
Configured, installed and maintained PC software applications
Performed related work as assigned
Helpdesk Analyst
New Horizons 8/2011 - 10/2012
Handled technical troubleshooting within an enterprise environment, including system crashes, and data
recovery
Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if
appropriate), resolution and closure of trouble tickets
Provided excellent customer service to both students and faculty
Planned, organized, and coordinated priorities in an expedient manner
Assisted customers over the phone with technical questions
Student Helpdesk Technician
New Horizons 4/2010 -
8/2011
Provided networking/desktop support
Performed mainframe and account maintenance
Earned commendations for teamwork, flexibility and work excellence in providing IT support to students
and faculty
FREDERICK WARING Page 2
Truck Driver
Owner/Operator 2/1993 - 2/2008
• Operated an 18 wheeler to transport products for various industries
• Maintained safe conditions in compliance with Company and highway rules and regulations
• Supervised multiple truck drivers
• Verified driver accuracy logs
• Generated invoices, collected payments and paid distributors
Provided prompt and courteous service to residential and commercial accounts
• Prepared accident reports in compliance with company and OSHA safety requirements
• Adhered to DOT regulations and parking rules
KNOWLEDGE, SKILLS & ABILITIES
• Excellent Customer Service, Technical and Helpdesk Support
• Strong written & verbal communications
• Strong organizational, customer service and interpersonal skills
• PC hardware and software installation, configuration and trouble shooting
• Mainframe, Telephony, Security, Printers, VPN and Networking LAN/WAN, Java, Oracle and Mac
• Software Applications: Microsoft Suite (Outlook, Excel, Word, Access, Power Point)
EDUCATION
New Horizon, Computer Learning Center 2011 - Present
• Certifications
o A+
o Network+
o Security+
o MCITP Enterprise Administrator
FREDERICK WARING Page 2
o Microsoft Word, PowerPoint, Excel and Project Manager Professional
Tennessee State University
Clarksville, TN - 1987-1989
US Army
Aug. 1987- Aug. 1989
Honorable Discharge
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