Helpdesk/Desktop Support
Resume:
Aurlea Williams
Lancaster, Texas, 75134
214-***-****(cell)
214-***-****(home)
********@*******.***
Objective: Desktop/Helpdesk Support
Full time Employment
Location: DFW
Skills
Customer Service (10+ years),
MS Office 2013, 2010, 2007 and 2003
Windows8.1, Windows 7, Windows Vista, Win XP, Knowledge and training of ITIL
Active Directory, Tivoli Identity Manager (ITIMS), Group Policy Updates, Citrix Delivery Services Console,
Microsoft Exchange Console,, Blackberry Console,
Terminal Servers, AS400, SMS, Cisco routers, backup tape library,
Install, test and configure new workstations, on desktop computers and laptops, and tablets
SCCM, and WinInstall
Email setup -Microsoft Exchange, Outlook), Configuring email for desktop and other wireless devices (cell phones-androids, blackberry, and iphones; tablets)
Citrix, Remote Desktop, GoToAssist, PC Anywhere, ReachOut, NetMeeting, ChrisControl,
UltraVNC Viewer, for remote desktop, and remote access (Cisco AnyConnect VPN) to computers for troubleshooting.
Using HP Service Manager, TechExcel, BMC Remedy and TrackIt, Clarify, MAGIC, and Unicenter for creating and researching trouble tickets), printer installations (desktop and network), Setting up Cisco and Polycom phones
Employment History
08-2014-Current Helpdesk Analyst NCH Corporation
Responsible for desktop and remote support of company associates in house and in the field including travelling nationwide. If needed working from home.
Responsible for setting up new hires/associates’ computers by use of imaging, cloning, and WinInstalls
Setup exchange email accounts on desktop and wireless devices (iphones, androids, tablets).
Migrations from Windows XP to Windows 7 and from Windows XP to Window 8.
Responsible for maintaining Active Directory accounts, checking user permissions, and changing information and maintaining group policy.
Provides standard desktop and local area network support and analysis-(exchange mail, MS Office(2003-2013), Internet troubleshooting,
Serves as a technical expert regarding all aspects of desktop computer support and managing service request with BMC ticketing system
Responsible for troubleshooting, resolving technical issues, and answering questions related to network connectivity, software, and hardware, and web applications
Responsible for installation, maintenance, and troubleshooting of printers, scanners
Perform basic server administration (account maintenance, permissions, print queue)
Diagnose and troubleshoot problems with Windows operating systems, network connectivity, file sharing, printing, and basic application functions
Work on technical projects requiring expertise and creativity in analysis and deployment of technology
Maintain standards and procedures documentation
Attend meetings, tend to administrative functions, and perform other duties as assigned
01/2014-08/2014 Service Desk Analyst Compucom
Managing calls with BMC Remedy, HP Service Manager, and Clarify
Supporting multiple accounts nationwide. Doing migrations from WinXP to Windows7 through remote desktop.
Trouble shooting Windows XP/7, Office Suites 2013, 2010, and Outlook2010, and 2013. Logs problem cases that cannot be resolved immediately and research for solutions.
Setting up mail on desktop, cell phones, and other devices.
Using Active Directory and Tivoli Identity Manager (ITIMS) setting passwords, checking user permissions, and changing user information.
Use of Citrix, UltraVNC, Chris Control, and GoTo Assist, Lync, and Terminal Server to remote in and and troubleshoot end-user.
Installing local and network printers.
Installing applications with SCCM push software, and shared drive
Troubleshooting pc issues and network issues through remote access
Configuring email with Outlook Exchange.
Configuring Cisco phones
02/2002-01/2014 Texas Instruments Manufacturing Specialist
Worked with computer operated machines, performing scheduled maintenance making sure that the machines stayed within the required specifications
Managed chemicals making sure everything was up to date, and fully stocked
Troubleshooting machine errors, data entry, and tracking work being processed.
Had to keep reports on productivity, machine down time
Was responsible for maintaining production and training operators on the processes.
Provided basic desktop support for operators
Maintained Certifications
Tested new processes
Received continuous training on Chemical reactions and dangers
Was also the head person over the HazMat team on my shift and department, of first responders making sure that it was a safe environment according to OSHA requirements.
Was CPR Certified
Backup support person when Team lead wasn’t available
10/2000-11/2001 Network Design Engineer Unisys Corp., (contractor GSA)
Troubleshooted hardware and software issues
Conducted tests and inspections of products, services, and processes to evaluate quality or performance
Upgraded, and installed software and hardware, I became the Point of Contact for Lotus Notes issues and For Microsoft Office issues.
Used GHOST imaging to prepare computers for new users, LAN/WAN connections Cisco routers,
Setup e-mail using (Lotus Notes Domino Server 4.6, R5) AS5200, Citrix, remote access using from home using VPN to connect to external operators for troubleshooting,
Supported over 500 users in-house, work from home, and field offices using ReachOut remote access, tracking technical problems through Magic, and also with AHD (Unicenter), printer installations
10/1998-10/2000 Administrative Support and Computer Specialist Systems Plus, Inc.
(contractor - Dept. of Labor)
Provided high-level administrative support by conducting research, preparing statistical reports, handling information requests
Trained and superviseed clerical staff; Processed payroll, updated earnings and leave statements, maintained direct deposit info and reports,
Created presentations, spreadsheets, databases, updated the web page
Trained in house users on company applications
Inventory control, ordering supplies, and distribute unused furniture and supplies;
Troubleshooted, upgraded, and installed software and hardware to meet specifications
Monitored network connectivity
Setup email with Microsoft Exchange
Education & Training
Computer Information Systems
Accounting
Devry University
Irving, TX
Certified Tax Preparer
H&R Block
References Given upon request
Eastfield Community College
Lotus Notes R5 Certified, Unicenter-AHD Certifie
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