Technical Support

Danny C. Gonzales

Dallas, TX - 817-***-****

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

EXPERIENCE:

Jan 2006

Present

Senior Technology Alanyst

KPMG LLP Dallas, TX

Working as a Senior member of a tax-based software support team. Providing assistance to current team members, working on special projects, handling team’s scheduling duties along with providing a high level of professional and competent support on applications utilized by KPMG tax professionals and expatriates. Worked on incoming issues and owned them until issue was resolved.

Implemented many of the support team’s internal tools such as a team Knowledge Base via SharePoint, Team Scheduling Calendar which utilized SharePoint’s workflow system.

Provided training to new incoming team members

Assisted in handling all team scheduling

Assigned daily tasks to each team member

Handled monthly client reports

May 1998

Dec 2005

Job

Duties

ExxonMobil Corporation Dallas, TX

Computer Consultant contracted by Analysts International Corporation (AIC)

Primary Help Desk contact for ExxonMobil's Remote Access Service, RSA Two-Factor authentication system.

Served as a technical mentor to ExxonMobil's internal Help Desk.

Trainer – Trained Help Desk Agents on various items

Technical Writer – Creating & updating technical articles and training material used by Regional Support world-wide.

Provided support to clients on various software products in an NT, Novell, 2000, and XP environment. Supported the following items:

Email - Lotus Notes 4.5, 5.0, 6.52 - Outlook

MS-Office – Office Pro 4.3c, Office 97, Office 2003.

Remote Access - Dial-Up Networking, iPass, Nortel Extranet Access Client, RSA SecurID, Citrix Terminal Server, Windows Terminal Services

OS – Windows NT Workstation 4.0, Windows 2000, Windows XP Professional

SAP R/3 & various in-house applications.

Utilized admin utilities such as NetWare Administrator, NT User Manger, SMS Administrator, Active Directory console (ADU&C).

July 1996

May 1998

Computer Sciences Corporation Fort Worth, TX

Computer Systems Analyst/Tier 1 Help Desk

Provided a high level of professional, competent support to all customers on various software products. Ensured that the department goals of problem response and problem duration were met by keeping my assigned open call queue current. Maintained customer satisfaction according to the current levels of measurement my position.

Details of Duties:

Worked on the Help Desk supporting Lockheed Martin users on the mainframe system. Duties included handling printer issues on the MVS, VTAM, & JES systems. Resetting password violations, canceling user ID’s for users on the ACF2 system. Dealing with small issues in TSO such as dataset issues.

Also supported Desktop PC users in multiple environments: Windows 3.x, Windows 95, Windows NT, and MAC OS 7x. Duties included handling issues such as with MS-Office applications ver 4.3c/97, & Microsoft Exchange.

Assisted with the roll-out of MS-Exchange Server that included over 5,000 users. Also had a small role as a System Administrator which included password resets, assigning clients to appropriate access groups, & granting access to restricted resources for Lockheed users.

August 1995

July 1996

Stream International Carrolton, TX

Software Support Representative for Compaq Computers

Provided a high level of professional, competent support to all customers on software products such as Windows 95, Windows 3.x, and MS-DOS 5.0-6.x. Ensured that the department goals of problem response and problem duration are met by keeping my assigned open call queue current. Maintaining customer satisfaction according to the current levels of measurement my position.

January 1995

August 1995

Microsoft Las Colinas, TX

Customer Support Representative employed by Volt Services.

Handled Premier & Priority customers for Microsoft on Advanced Systems Products by processing and transferring customer’s information to the appropriate support engineer’s. Also worked as a sales representative selling Premier and Priority support contracts to corporations.

TRAINING/ KNOWLEDGE

Typing Skills: 55-65 wpm. 10-key: by touch.

I have been trained in the following:

Microsoft SharePoint 2010 & 2013, Windows 9x though Windows 10. Windows NT Server & Workstation, Microsoft Outlook 97-2013. Microsoft Office 95-2013. Microsoft Exchange Server Client, Microsoft DOS, Windows 3.x, SAP R/3, Lotus Notes 5.0.

Mainframe programs: TSO (Time-Sharing Option), ISPF (Interactive System Productivity Facility), MVS, VTAM, & JES3.

Hardware: Knowledge and experience of installing, upgrading and troubleshooting PC hardware problems.

EDUCATION:

Northlake College Las Colinas, TX

Major: Communications/Television Production

Degree: None

South Grand Prairie High School Grand Prairie, TX

Degree: Diploma

Recipient of Storer Cable Scholarship

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