Alie Forna

**** ********** **

Houston, TX *****

Cell: 832-***-****

Email:acutv4@r.postjobfree.com

Executive Summary

Technical Support Analyst with over 5 years career in the Information Technology industry. Specializing in providing excellent "Customer Services" both remote and Internal to customers, clients and co workers. Support desktops, laptops, printers, scanners and hands on experience with network infrastructure environment. Possess strong communication skills and an eagerness to help others to achieve project goals in an effort to maximize the potential of the company. Coordinate and assisted with rollouts, migrations, hardware configuration, and upgrades of software, Active directory experience, User accounts modification, move computers to correct OU, add users to groups and assign rights to folders etc. Employment History

Forum Energy Technology J anuary, 2012 Present (4 years 4 months) Support Analyst

● Provides basic technical support to clients via email, phone, or other methods does not work on site

● Possesses a basic understanding of the organization's products and services, but escalates more complex inquiries

● Created and assigned service desk tickets, to the IT support groups such as: Citrix support printers, Network hardware Nortel Networks: routers, hubs and switches, Linksys Access Points

● Network Interface hardware, and with data cables such as Fiber optic, Cat 3 and 5, phone: RJ1 1

● Provide workstation Support, Networking, and Server Group, Microsoft Windows XP, Vista and 2007, Active Directory

● Microsoft Office 2010, 2013 install, configure and support

● Microsoft Office: Word, Excel, Visio, and Powerpoint. Windows System Administrator Technical Support

Al Razaq Computing Services J anuary, 2009 January, 2012 (2 years 12 months)

● Help Desk level 1 and level II support to end users, who include: resolving Windows Active Directory login account issues

● Utilize Dame Ware to connect to the customer's pc to configuring new Outlook client mailbox, map network drives, and remapping network printers, create profiles, and install various software applications

● Technical Support RSA Remote Access, which includes remotely troubleshooting, Computer and network issues in Windows 2000, XP, and Outlook 2000 environment

● Issues range from Network connectivity Printer and Network drive mapping, Email configuration and troubleshooting Citrix Remote access authentication

● Created and assigned over 80 service desk tickets utilizing Remedy, the service tickets were assigned to the IT support groups such as: Workstation Support, Networking, and Server Group

● Assist with training current and new staff on the policies and procedures of the Service Desk

● Provide remote applications support such as Citrix RSA (Remote Access), ACE Server, Lync, and dameware mini Remote, Net Ops, and Vergence Provisioning Manager by Sentillion Technician I Support Analyst

Comcast J anuary, 2008 January, 2009 (1 year)

● Oversee the operation of computer hardware systems, ensuring that machines are used as efficiently and secure as possible

● Anticipate problems and take preventive actions, as well as solve problems that occur during operations.

● Support field service technician.

Electronic Technician

ACS J anuary, 2005 January, 2008 (2 years 12 months)

● Provided most critical communication to client worldwide and leading business

● Install, care for and repair electronic equipment and run software programs to diagnose problems

● Repair motherboards, two way radios, and use soldering iron to connect electric wires

● Interpret and follow electrical drawings, trouble shoot for common cause of trouble such as loose connections or obviously defective components

● Oscilloscopes which display signals graphically

● Provide client support with routers, hubs and switches, Linksys Access Points

● Network Interface hardware: Linksys, 3COM, Netgear 10/100 Mbps Base Tx over the phone

● Use hand tools such as pliers, screwdrivers, soldering irons and wrenches to replace faulty parts and adjust equipment

Education 7/2016 W alden University M inneapolis, Minnesota

Bachelor of Arts in Information Technology

5/2004 A lief Taylor High School H ouston, Texas

High School Diploma

Achievements Microsoft Excel 2010

Microsoft Excel 2003

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