Customer Service Support

Desktop Support

Talent for helping end-users solve their complex technical issue or questions over the phone or in person

Proven ability to successfully analyze an organization's critical support requirements, Identify deficiencies and potential opportunities, and develops innovative solutions for increasing reliability and improving productivity

Have remarkable understanding of computer hardware and software including, configuration, installation, management, troubleshooting, and support onsite or remote assistance. Amazing ability to provide customer with outstanding customer service at all times.

TECHNICAL SKILLS

Operating Systems: Windows (7, Vista, XP, 2000, 2003, 2007, 98); Microsoft Office, Novell, RedHat, Linux

Hardware: Mainframe, BIOS, Memory, Hard Drive, DVD/CD ROM, USB, Power Supply, Firewall

Software: Remedy Help Desk, Active Directory, Service Desk Express, SCCM (System Center Configuration Manager) Lotus Notes, Cognos, Outlook, Service Now, Citrix, Clarify

Utilities: Ghost Enterprise, PC Anywhere, Trend Micro, Cisco System VPN, Remote Desktop Connection, Resure remote acess

Servers & Routers: Windows Terminal Servers, WebEx, Exchange

Devices: PCs, Laptops, Printer, Servers, Apple IPhone, Apple IPad

PROFESSIONAL EXPERIENCE

CompuCom Technology, Dallas, TX (2015-Present)

Service Desk Analyst

Provided information system support to more than 10 different account (City Of Dallas, Texas Children Hospital, Weightwatchers, Dairy Farm, Sunoco, E&J Gallo, Tyco, US Gypsum, Midwest Physicians Administrative, Option Care

Provided information system support end-users relative to problem solving

Analyzed and diagnosed problems relative to the equipment;

Instructed users on operating the system, answered phone calls from end user with software or/and hardware issues, reset passwords, unlocked users accounts.

Create case in clarify, advise the user that the issue is being worked on or reported, give the client the ticket number.

Analyzed and diagnosed problems relative to software errors.

IBM, Columbia, MO (2012 – 2015)

System Administrator

Created and maintained mail-in database and group mailboxes for end-users to use in corresponding with outside vendors.

Upgraded mail templates for end-users who had to change mail templates frequently

File Restores, prepared application documentation, including user manuals, operations procedures, and technical and testing documentation.

Moved mail from old server to new server or if server was full move mail to a server that had extra space.

Documented software installation procedures when fixed in issue with hardware and software

Analyzed and diagnosed problems relative to software errors.

Met quality assurance standards and continuous improvement assessments.

Missouri Department of Transportation, Jefferson City, MO (2002 – 2012)

Information Systems Technologist

Provided information system support to end-users relative to problem solving;

Analyzed and diagnosed problems relative to the equipment;

Instructed users on operating the system, answered phone calls from end user with software or/and hardware issues, reset passwords, unlocked users accounts, established user IDs.

Provided basic administration of computer accounts and passwords. Gave users access to groups, complete and approve STARTS request.

Coordinated and maintained a log of request activities of the Service Desk, prioritized service requests according to importance, i.e., emergency, immediate, high priority, moderate, general or suggestion.

Provided video conferencing support to users; monitors video conferences to ensure connection. Installed, maintained, troubleshot, and repaired all software applications, operating systems, new products, and hardware for servers and workstations,

Performed File Restores, prepared application documentation, including user manuals, operations procedures, and technical and testing documentation.

Reserved pool equipment upon request from users, prepared equipment for use; and trained users or provided demonstrations as needed prior to checking out equipment, sent out monthly surveys to users.

Performed complete backup on machines, wipe, install and update operating systems and software using standard business and administrative packages; may modify specific applications for use in operational departments.

Added machine to MoDOT designated Domain such as modotsc and GH.

Troubleshot problems with computer systems, including troubleshooting. Equipment problems; make repairs or replacements where required.Hardware and peripheral.

Assisted users in assess needs and providing justification for equipment and services. Performed nslookup for proper IP address identification.

Added administrative Groups (PC admin, Technology Development, Technicians) to MoDOT domain. Set passwords per BT- CP.

Installed Tivoli Endpoint and update custom mif information.

Installed virus scan on every reloaded machines as per MoDOT standards. Assisted in Domain migration.

Worked with Mainframes, workstations and servers. Performed File Restores. Performed ping tests to ensure network connections.

EDUCATION

Course work toward MBA in Business Administration

Lincoln University, Jefferson City, MO

BS in Computer Information Systems (End User Support), Lincoln University, Jefferson City, MO

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