Help desk support
Resume:
Edgar Torres
Houston, TX *****
**********@*****.***
Objective: Help Desk Support
Skills
. Bilingual (English & Spanish)
. Over 13 years in the customer service field.
. Over ten years experience on the IT field in reference to
application and networking support.
. Operation systems Windows XP, Vista and Windows 7
. MS Office 2003, 2007 /MS Share point/ MS Active Directory
. E-mail platforms Exchange Server 2003, Outlook client 2003-2007
. VPN Remote Access (Nortel & Cisco), dial- up networking
. WAN/LAN Connections
. Norton, McAfee, and Symantec anti-virus
. Remedy, Heat and Peregrine Service Center trouble ticket
processing
. Citrix Metaframe environment
. Internet Explorer 6.0, 7.0, 8.0
. Typing (60 wpm)
. 10- Key by touch (200 key strokes/ minute)
Work Experience
July 2014 - Present
Neurodevelopmental Therapy Services
Houston, TX
Physical Therapy Rehab Technician
. Assist with PT, OT, and ST therapy treatments to children with
disabilities
. Assists with holding, lifting and positioning patients and
equipment
. Follow Standard Precautions using personal protective equipment as
required
. Assist with PT, OT and ST aquatic therapy in an inground swimming
pool
. Keep clinic neat and clean
. Ordering supplies, cleaning equipment and assist with clinic
supplies
. Offer relief and occasional phone and filing work
April 2013 - July 2014
Physical Therapy Assistant Courses
PIMA Medical Institute
Houston, TX
. Vital signs, handwashing, universal precautions
. Positioning and draping
. Application of superficial head and cold therapies
. Soft tissue mobilization
. Upper extremity/Lower extremity manual muscle testing and LE
strengthening
. Posture analysis and body mechanics training
. Basics of gait analysis and gait training with assistive devices
. Transfer training; wheelchair management and mobility
. Basic wound measurement, sterile technique, and dressing
April 2012 - April 2013
IDEA Integration Inc.
Houston, TX
Help Desk Support Tier I
. Troubleshoot/diagnose complex hardware, software, and LAN/WAN
problems. Create problem tickets in problem tracking software for
all calls including issues that must be referred to other support
groups.
. Maintain technical expertise on hardware, software, network
configurations, or peripherals using various methods.
. Monitor daily network activities to identify and resolve
continuing problems or unusual situations.
. Provide support for other areas as required during staff meetings
or periods of heavy workload.
Sept 2009 - July 2012
State of Texas
Health and Human Services Commission
Austin, TX
Network Troubleshooting Specialist I
. Troubleshoot/diagnose complex hardware, software, and LAN/WAN
problems.
. Create problem tickets in problem tracking software for all calls
including issues that must be referred to other support groups.
. Maintain technical expertise on hardware, software, network
configurations, or peripherals using various methods.
. Monitor daily network activities to identify and resolve
continuing problems or unusual situations.
. Provide support for other areas as required during staff meetings
or periods of heavy workload.
. Communicate on a complex level with others (internally or
externally) to provide, exchange, or verify information, answer
inquiries, address issues, or resolve problems or complaints.
. Train automation support staff on supported systems to enhance
their troubleshooting skills.
March 2008 - July 2009
RSA/KBR- Call Center
Houston, TX
Help Desk Support Level I
. First Call Resolution
. Peregrine- Service Center
. Active Directory, mostly password resets, assist in termination of
user accounts
. ACD daily average calls at 100
. Assisting over 1,000 end users monthly
. Virtual Private Network (VPN)
. MS Windows 2000, XP, Vista including MS Outlook, Excel, Word 2003 &
2007
. Receive telephone calls and e-mails from users regarding I.T.
issues.
. Ascertain from user the nature of problem, determine the cause of
problem, and assist through problem solving steps.
. Talk with co-workers to research problem and find solution.
Oct. 2006 - Feb. 2008
Express Jet Airlines
Houston, TX
Flight Attendant
. Work independently without constant observation; yet work well with
others as a team.
. Work in accordance with established procedures and performance
standards.
. Prepare and serve multiple meals, beverages and sell onboard
liquor.
. Assist customers with carry-on items.
. Ensure safety and comfort of our passengers.
. Maintain order and handle unruly or irate customers.
June 2004 - Oct. 2006
Harris County- Call Center
Houston, TX
Help Desk Support Level I
. First Call Resolution
. MS Windows, XP including MS Outlook, Excel, Word 2003
. Virtual Private Network (VPN)
. Active Directory
. Peregrine- Service Center
. Identify, research and resolve technical problems.
. Respond to telephone calls, email and personnel request for
technical support.
. Document, track and monitor the problem to ensure a timely
solution.
EDUCATION
1996, University of Texas Pan American
Edinburg, TX, Basic Requirements, Non Degree Plan
1993, Weslaco High School
Weslaco, TX, High School Diploma
-References Available on Request-
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