Support Desktop
Resume:
Michael Dean Carrillo
****************@*******.***
***** ****** **** ******* ***** 77072 Home-281-***-**** Cell 832-***-****
Summary Degreed IT Support Engineer with 10+ yrs. experience, diversified, certifications in Computer Science Technology, including technical services on LAN and WAN. Supported office based and remote clients. Excellent communication skills with a strong professional image.
Skills
8+ years corporate /enterprise IT Help Desk/Desktop experience
Extremely customer service focused
Excellent multi-tasking skills and detail oriented
Excellent communication skills; verbal and written
Ability to troubleshoot remotely
Proficient in Windows XP and Windows 7/ Office 2010-2013
Highly motivated, team oriented
Installation and configuration of new workstations (IBM, DELL, HP, COMPAQ)
Installation and setup of PDA’s (palm pilot and blackberry Tablets)
Data file transfer (restore/backup tape software)
Knowledge of PC Anywhere, NetMeeting, Tivoli, VNC as remote control tools
Team Lead onsite support/ SharePoint Admin support
Provide Level 1, 2, and 3 Technical Support to Business Application support team
Install and support of Novell and Banyan Networks/Cisco switches and routers
Install and support of SAP, Lotus Notes7, Exchange Admin 2K and Active Directory
Troubleshooting and upgrade skills (Migrations and roll outs)
Break/fix on Dell, Compaq, HP, IBM, Toshiba, Xerox (Desktops, Laptops and Printers)
IMAC’s installs, moves, adds and changes to workstations
Imaging pc’s with Ghost, PQI
VPN support (wireless)
Ticketing software Heat, Magic Track it, Clarify, Remedy
Software/application support HMIS deployment tools SMS, Altiris and SCCM
Project orientation towards technical improvements
Work History
10-15 to 7-16 Lasershot-Fulltime
Customer Support Services
Firearms Simulation Support
RMA Support
5-14 to 10-15 AEROCARE-Fulltime
Helpdesk Support Duties
Supporting Windows 7 & Office 2013 Systems/Office365
Onsite and off-site support\internal and external users
12-13 to 4-14 EOG Resources Inc.-Contractor
Helpdesk Support Duties
Supporting Windows 7 & Office 2013 Systems
Onsite and off-site support\internal and external users
Image workstations
Support Shore Tel phone systems
Printer support
7-13 to 11-13 Tenaris - Contractor
Desktop support duties / SharePoint admin support
HMIS application support
New laptop roll out\Migration Windows XP to Windows 7
Provided general help desk/desktop support over the phone
Knowledge of Windows XP/Office 2007 and Windows 7/Office 2010
Provided customer support for Video Conferencing
Provided IT support for internal Business Application team members
3-13 to 7-13 Corestaff -Fulltime
Helpdesk and Desktop support duties
Provide end user support on site and off site
Answered incoming help desk requests via phone and email
Provided general help desk/desktop support over the phone
Knowledge of Windows XP/Office 2007 and Windows 7/Office 2010
6-12 to 3-13 Jacobs Engineering - Contractor
Helpdesk and Desktop support duties
Provide end user support on site and off site
Answered incoming help desk requests via phone and email
Provided general help desk/desktop support over the phone
Knowledge of Windows XP/Office 2007 and Windows 7/Office 2010
Provided customer support for Video Conferencing
Provided IT support for internal Business Application team members
Tracked Admin support via Altiris
12-11 to 6-12 Superior Energy Services - Contractor
Provided helpdesk support for inter-office and remote users
Break-fix hardware issues with desktops, laptops and printers (HP Dell)
Remedy Ticketing software
Helpdesk duties
Create and modify user account via AD
6-11 to 12-11 Williams Gas Pipeline - Contractor
Desktop support duties / SharePoint admin support
Hardware break fix
New laptop roll out\Migration Windows XP to Windows 7
Provided general helpdesk/desktop support over the phone
Knowledge of Windows XP/Office 2007 and Windows 7/Office 2010
10-07 - 8-10 Technip - Helpdesk Support - Fulltime
Answered incoming help desk requests via phone and email
provided general help desk/desktop support over the phone
Knowledge of Windows XP/Office 2007 and Windows 7/Office 2010
provided customer support for Video Conf.
Provided IT support for internal Business Application team members
Tracked Admin support via Altiris
Supported Engineering. Apps: PDMS Ansys AutoCAD Orca flex 3D MAX Smart plant
Created and modified accounts via AD
Supported Lotus Notes 7 Web base apps including Citrix, Oracle
Restored tape backups
Break/fix and IMAC
12-06 - 9-07 Helpdesk/Desktop Support - Fulltime
Aegis Mortgage Corp
provided helpdesk support for inter-office and remote users
Break-fix hardware issues with desktops, laptops and printers (HP Dell)
Remedy Ticketing software
6-06 -12-06 Helpdesk/Desktop Support
Contractor - Total Petrochemicals Inc.
Provided end user support for IT group in house and remote users
Remedy Ticketing software
Lotus Notes Support
3-06 - 6-06 Desktop/Helpdesk Support
Contractor - Houston Housing Authority
provided end user support and training for IT group
Break-fix hardware support
Track It ticketing software
10-05 - 2-06 Desktop Rollout
Contractor-Exxon Mobil
Provided end user support for IT group
worked daily with end users troubleshooting and installing applications per users profile
Interacted with customers on a daily basis on the phone and desk side
Break fix on Pc’s and printers also IMAC’s
12-04 - 10-05 Desktop /Helpdesk Support
Outsourced Siemens SBS / Washington Mutual
provided desk side and remote support to end users/customers with break fix issues on hardware and software
Supported Windows XP on IBM desktops and laptops
Used Desktop utilities including NetMeeting for remote users and PQI for imaging
Worked to meet required SLA’s
11-03 - 12-04 IT Support Analyst/Helpdesk
Corestaff
provided hardware and software support (password resets and unlock accounts)
Knowledge of Citrix (Thin Client) WinXP
provided first call resolution for incoming calls and e-mail
Used NetMeeting to remote users troubleshooting profile/software issues
8-03 - 11-03 Helpdesk Support
Contractor -Cardinal Health
provided first level support for customer’s onsite at hospital pharmacies
Troubleshoot remote access or network support via hospital
Used PC Anywhere to remote users offsite
Clarified ticketing software
2-00 - 5-03 Desktop Support/Helpdesk Analyst
Baker Hughes Business Support Services
Supported SAP in a standardized environment.
provided first and second level technical assistance/phone support using Windows 2000 Professional (Tivoli tracking system) meeting SLA’s
Used remote support tools (NetMeeting, PC Anywhere, Tivoli remote control)
Troubleshoot remote access issues with VPN Dial up/ wireless configuration Settings
Serviced and supported of Dell PC’s and Microsoft Office Suite (Office 97/2000/XP)
Supported Exchange Admin 2000, Active Directory, SAP and Lotus Notes R5.X
Troubleshoot hardware and software issues (general helpdesk duties)
08-97 - 2-00 Sr. Desktop Support Specialist/Helpdesk
Outsourced Siemens SBS Anadarko Petroleum
On-Site Support at Anadarko Petroleum and Fluor Daniel Corporation
Supported Microsoft NT /Citrix Thin Client
worked with SLA’s (Peregrine tracking system)
Supported standard desktop apps. and ran help desk tickets on a day to day basis
Serviced and supported Compaq and HP hardware (laptops, desktops and printers)
Serviced and supported on IBM hardware (laptops and desktops)
Supported Lotus Notes 4.5
9-93 - 8-97 Sr. Customer Service Engineer
Outsourced GE Capital ITS
Supervised onsite support at Duke Energy and El Paso Energy
Supported desktop apps and ran help desk tickets daily (Remedy tracking software)
Worked in a shift environment and carried pager for after hour support
Certificates A+, Banyan, Compaq, HP, IBM, Toshiba, Dell, and Microsoft/MCP
Education Associate of Applied Science Degree in Electronic Engineering
Technology
ITT Technical Institute, Houston Texas
Blinn Jr. College, Brenham, Texas
Awards Blue Ribbon Awards for being a Team Player and Excellent Customer Support
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