Customer Service Support
Resume:
Christina Nghiem-Elmer
***** ***** *** ****., ***. 1611
Houston, TX 77058
***********@*****.***
TECHNICAL EXPERIENCE
Hardware IBM/Lenovo, MACS, Dell and HP computers, server and mobile devices
Software Wide range of software experience from office programs including MS Office and Lotus Notes to O365 Administration
Op Systems Windows XP/Server 2003 R2/Windows 7/MAC OSX/Server 2008/Windows 8, Blackberry Enterprise Server, 2010 SCCM administration, Microsoft Exchange 2000/2003/2010/2012/Office 365, Domino/Notes
Networking Installed/supported/managed all aspects of network hardware for LAN, WLAN, Firewalls and WAN including network cards, jacks, cabling, patch panels, switches, wireless access points, and routers, and network administration
Training Training employees how to use new software/hardware, create training guides, policies and procedures
Help Desk Ability to walk client through troubleshooting steps without having to remote in, utilized Remedy, Nilex, Altiris and SpiceWorks ticketing systems
Printers/Copiers Extensive knowledge of the inner workings of enterprise class laser printers/copiers and multifunctional printers including networking
CERTIFICATIONS/TRAINING
North Harris County College - General Studies Courses, Accounting I & II and Data Processing; 1988 to 1990.
University of Houston Applied Business and Technology Center
Computer Training - A/S 400 Rumba Systems, Windows 95/98, Image Depot, Microsoft Mail
A+ Certified Professional (COMPTIA ID#10586346)
Network+ Certified Professional
Microsoft Certified Professional 2000 (ID# 2652737)
Microsoft Certified System Administrator 2000 (MCSA)
Toshiba Certified Printer/Copier/Network Technician – Active Directory and Novell
Certified Lotus Notes Professional/R7 Administrator
ITIL v3 Certified
PROJECTS AND ACCOMPLISHMENTS
Gullett & Associates
Performed an audit on inventory and vendors. Recouped over $30,000 within 3 months of overpayments to vendors.
Reduced costs in printing be renegotiating contract along with properly implementing policies within the proprietary print server manager.
Worked with contractors & vendors to move from one location to another.
Nynas USA
Technical Lead for global upgrade project from Windows XP to Windows 7.
Moved whole office from one location in Galleria to gutted out new location in Memorial City. Worked with contractors, vendors, property management and city inspectors 24/7 to get the site ready to move in within 6 months which was the required deadline by Corporate Sweden.
Implemented new global policies and procedures for global support along with documentation for future specialists with instructions and procedures.
First Global Support Specialist to be named for Nynas AB.
Jupiter Group
Created documentation for instructional guide to assist remote users with common connectivity issues and how to replace continuously failing GPS peripherals on a laptop.
Became an integral part of the NOC team for afterhours and weekends as a key Service Desk Tier III point of contact.
Swift World Wide Resources
Created a new active directory infrastructure to fix the constant, ongoing issues with their original implementation. Worked with key management contacts to redesign the shared drives and folders utilizing Security Groups instead of the add/remove individuals users they were using. Created GPOs according to CEO’s standards to ensure consistency was enforced and machines were locked down for security purposes.
PROFESSIONAL EXPERIENCE
7/15-Present MOTIVA
Infrastructure Demand Manager/Desktop Support Specialist II
- Manage all IT related vendors and accounts, audits, budget, inventory, disputes and contracts.
- Manage desktop support engineers from Modis/HP.
- Final approval on IT policies.
- Work on project to write, implement and maintain standard operational procedures, guidelines.
- Support end users when there is work overflow in all aspects of technical support from mobile device support, remote support to applications issues at level 1/HelpDesk.
- Deploy, reimage, clean up laptops/desktops.
- Provide support and troubleshooting for Vista/Windows 7 platforms.
- Escalation point for sites experiencing unresolved or mishandled requests.
- IT Sponsor for local projects.
- Create strategies to improve Business experiences, processes and performances to meet demands.
- Implement overall infrastructure improvements from WAN/LAN issues to desktop support customer service.
- Provide support and troubleshooting for Office Suites.
- Provide guidance and direction for governance between business and IT via ITIL v3.
- Troubleshoot network issues with 3rd party vendors.
- Provide tier 2 & 3 troubleshooting for LAN/WAN, applications/software, hardware, mobile devices, AV onsite & remote branches.
11/14-7/15 Gullett & Associates, Inc.
IT Specialist
- Manage all IT related vendors and accounts, audits, budget.
- Manage vendor contracts & payments for company overall.
- Exchange, Print server, Domain Controller, network, firewall & file server administration.
- New user creation; terminations.
- Active Directory Systems Administration.
- Implemented and managing VPN solution.
- Plan and implement Disaster Recovery for company.
- Work directly with Board of Directors & Executive team over projects, future growth projections and costs.
- Manage/troubleshoot firewall & network issues.
- Research and test new applications.
- Phone system administration.
- Administer Symantec & MozyPro backup servers.
- Purchase hardware/software.
- Image, troubleshoot and deploy desktops/laptops.
- Manage & troubleshoot iPads, mobile devices.
- Audit & manage inventory - survey equipment, mobile devices, IT department.
- Remote assistance & troubleshooting for field crews.
- Assist with office supplies and vendors bids, contracts, etc.
- Administer Equitrac printing server, reports & software administration.
- Create documentation for company regarding policies, procedures and instructions.
- Recovered over $32,000 in overpayments and possible losses (insurance).
- Approve payments to vendors.
- Assist CEO with contractors regarding move to new site.
- Work with insurance company over claims filed for GPS equipment.
- Manage conference rooms & AV set ups.
- Test softwares, applications and hardware compatibilities for issues and resolutions.
10/13-11/14 PROS, Inc.
Help Desk Specialist II
- Handle escalated trouble tickets (applications, OS, connectivity).
- Manage and train interns and Level Is on troubleshooting.
-Manage service desk personnel.
-Create strategies to improve Business experiences, processes and performances to meet demands.
-Implement overall infrastructure improvements from WAN/LAN issues to desktop support customer service.
-Assist with A/V, teleconferencing, off site conferences and execs.
-Managed Exchange permissions, distribution group creation & permissions, resource calendars and training for new O365 users.
-Configure laptops for deployment; maintain & purchase inventory.
-Troubleshoot and image MAC ProBooks.
-Manage Active Directory (password resets and unlock, train others on how to create/copy accounts in A/D).
-Assist & train support personnel in India.
-Troubleshoot & manage printers/print server.
-All aspects of desktop support troubleshooting from network issues to phones.
-Provide support for Europe; afterhours/on-call support worldwide.
-Develop and implement SOC II procedures with governance.
-Implement ITIL v3 processes & procedures.
-Work with Applications team to troubleshoot OS, Add Ins, third party software.
-Dedicated on-site support for all conferences, events and customer meetings.
-SharePoint Administration.
-SCCM administration - creating & updating images, applying patches
-OpenAir administration.
-Key contact/trainer & support for acquired companies.
-Designated afterhours support for management & Execs.
-Assist in training new Service Desk manager.
-Create workstation & laptop images.
-Managed inventory and deploy hardware worldwide.
12/12-10/13 Swift World Wide Resources - Contractor
IT Administrator Americas
- Manage and audit the AT&T mobile account. Ordering, inventory, auditing, installation, troubleshooting.
- Manage Active Directory/Built new domain and shared file server (security).
-Troubleshoot applications, OS, MACs, peripherals, etc., locally and remotely.
-Configure OS for laptops being distributed according to corporate standard and client needs according to duties.
-Reset passwords and manage accounts in Exchange 365.
-Maintain, audit and order inventory.
-Troubleshoot and manage network printers.
-Troubleshoot and maintain network.
-Provide reports to UK Global IT Director regarding improvements, issues, inventory, etc.
-Move, punch down and management phone system.
-Create strategies to improve Business experiences, processes and performances to meet demands.
-Implement overall infrastructure improvements from WAN/LAN issues to desktop support customer service.
-Troubleshoot third party applications and web based systems.
-Work on ISIT projects with global IT.
-Manage VPN users, troubleshooting and training
-Work on projects with Global team to implement new domain, file share server structure, disaster recovery, training, policies & procedures and contracts review
-Back Up administration & restoration(Symantec)
-Assist with budget tasks for UK management
-Troubleshoot LYNC/conferencing issues
-Administer Exchange in the Microsoft Cloud
-Set up for large conferences both internally and externally
08/12-12/12 Jupiter Group, LLC
Support Center Representative
Software installations
Reset network passwords and unlock accounts in AD & DMZ
-Troubleshoot application, OS, peripherals, etc. remotely
-Provide instructions for Office 2010 products
-Troubleshoot remote connectivity issues/VPN
-Troubleshoot Outlook profile issues
-Manage LYNC user accounts
-Troubleshoot network printer issues
-Provide instructions and basic troubleshooting for mobiles (Zenprise Client – Apple, Blackberry and Android OS)
08/08-07/12 NYNAS USA, Inc./Nynas AB (Sweden)
ISIT Support Specialist – Network Admin/Tech
-Troubleshoot and repair Lotus Notes clients
-Create, terminate and prolong user accounts including Domino mail accounts
-Troubleshoot PDA/Smartphone issues, purchase/manage AT&T account, etc.
-Manage accounts in Active Directory/Novell
-Troubleshoot local printer installations
-Provide instructions/training to clients regarding software, equipment, etc.
-Troubleshoot issues after hours for clientele worldwide (on call)
-Manage, implement and troubleshoot network issues
-Troubleshoot and repair laptops/desktops
-Manage purchasing of hardware/software
-Manage Video Conferencing issues and training for AMERICAS
-Active in creating, troubleshooting and implementing global computer images and standards
-Manage phone system (eStrata Manager interface/Datavox/Toshiba and Aastra VoIP)
-Assist Swedish HQ with overflow of tickets for branch sites, 2nd and 3rd shift – Global Support Specialist
-Specialize in traveling clientele laptop/connectivity issues (remote clients)
-Assist in global projects concerning WAN upgrades, installations and computer images.
-SCCM Administration - create, update and patch images.
-Create strategies to improve Business experiences, processes and performances to meet demands.
-Implement overall infrastructure improvements from WAN/LAN issues to desktop support customer service.
-Support AMERICAS region (Canada, Latin Americas)
-Install network infrastructure
-Coordinate with AMERICAS management to find solutions, resolve overall computer image issues, connectivity issues (AD), standardized hardware and software
-Find ISIT solutions for local and global management needs(Video Conferencing, software, etc.)
-Project specialist for Windows 7 global image creation, support, troubleshooting and documentation
-Implement ITIL v3 processes
03/07-11/07 Getronics – Houston, TX
Help Desk Analyst I – Lotus Notes Specialist
-Troubleshoot and repair Lotus Notes clients
-Troubleshoot Blackberry reconciliation issues
-Manage accounts in Active Directory/Novell (several helpdesk projects)
-Troubleshoot local printer installations
-Provide instructions to clients regarding software
-Troubleshoot laptop/workstation issues such as VPN, performance and synchronization issues.
-Train new employees on basic Lotus Notes troubleshooting and resolution
04/06-02/07 Venture Transport Logistics, LLC – Houston, TX
Support Specialist
-Create, maintain/manage accounts in Active Directory and Exchange
-BES Administrator – manage/troubleshoot Blackberries
-Server/Workstation/Laptop Technician
-Microsoft Outlook and Lotus Notes troubleshooting
-Field Support for terminal locations and Private Owners
-IT Equipment Ordering/Asset Management
-Network maintenance and troubleshooting
01/05-04/06 Technip – Houston, TX
Help Desk/Desktop Support
-Level 1 Support – Provided phone support to over 2,000 engineering users
-Level 2 Support – Provided on site support for issues that could not be resolved over the phone
-Designated Lotus Notes troubleshooter
-BES Administrator – Manage/Troubleshoot Blackberries
-Active Directory management
-Printer Specialist
2003-2004 Ellen Sheridan Personnel – Houston, TX
Temporary Positions
-Temporary positions around Houston for various companies including: Marketing Assistant, Executive/Administrative Assistant, IT Assistant, Receptionist, and specialty positions requiring particular technical knowledge
2003 Staff Management/HP – Houston, TX
Server Hardware Specialist
-Build and test hardware for HP refurbished servers
2002-2003 Business Solutions International – Houston, TX
Printer/Network Technician
-Setup/Rebuild/Maintain copiers/printers/faxes – both Toshiba and Mita brands
-Extend networks for clients. Fix/rebuild computers for office and shop
-Novell and Active Directory management for network printers
2001-2002 V-Soft Institute of Technology – Houston, TX
Network/PC Technician
-Set up new classroom networks – workstations, physical network, accounts, etc.
-Handled all office correspondence, scheduling (appointments/testing/meetings), ordered supplies, and all other office administrative functions
-Tutored students in technical programs
EDUCATION
North Harris County College - General Studies Courses, Accounting I & II and Data Processing; 1988 to 1990.
University of Houston Applied Business and Technology Center
REFERENCES
Harold Krueger IV, Network Administrator
StormSoft, Inc.
Formerly worked with Harold at Technip. He was the Deskside Services Supervisor. Still working with Harold on projects/contracts. He owns Stormsoft, Inc.
Jill Poole, IT Business Services Manager
Robert Billeck, Waste Management Specialist
More references available upon request.
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