Customer Service Desktop Support

ALAN S. MALKS

**** ********* ****** *****, ****, Texas 77494 713-***-**** ********@*******.***

Skilled and qualified IT Professional seeking position surrounding technical support activities that can help your business operate and grow.

SUMMARY OF QUALIFICATIONS

Stable leader, attentive listener, and persuasive communicator focused on maximizing productivity

Strong relationship builder highly capable of partnering with clients, vendors, staff, and management

Outstanding user support and project management abilities

Exceptional knowledge of system administration, maintenance, and implementation

AREAS OF EXPERTISE

Help Desk and Desktop Support Global User Support Procedural Documentation

Project Management Customer Service Process and Quality Review

System Administration System Implementation

TECHNICAL SKILLS

SAP GUI Microsoft Office 2010 SharePoint

Windows 7, 8.1 and 10 Cisco VPN Microsoft Office 2013

ConnectWise Lotus Notes Remedy

PowerPoint Active Directory Trend Micro

Cisco VOIP Microsoft Exchange Office 365

PROFESSIONAL EXPERIENCE

Expert Computer Solutions – Houston, TX

Computer / Network Support Technician Jun 2015 – Apr 2016

Responsible for supporting and installation of software for over 50 external companies through Kaseya

Provide support for Desktop applications

Travel to customer sites to backup hard drives, transfer files and install applications on new desktops and laptops.

Provided support to external customers to their active directory and exchange mail servers which included creating new users accounts and new exchange accounts.

Various Contract Work – Houston, TX 2014 – 2016

CB&I

Desktop Support (Contract)

Responsible for supporting local network connectivity and installation of software

Provided support for Desktop applications.

Support for systems, services, and hardware

Responsible for imaging new and old laptops and desktops

Deep Gulf Energy

Senior Desktop Support (Contract)

Responsible for supporting local and remote users including but not limited to network connectivity and installation of software

Provided support for Desktop applications.

Provided Desktop Support for systems, services, and hardware

Responsible for imaging new and old laptops and desktops

Baker Hughes

North American IT Desktop Support Analyst II (Contract)

Responsible for supporting local and remote users including but not limited to network connectivity and installation of software

Provided support for Desktop applications.

Provided Desktop Support for systems, services, and hardware

HCL, Americas

Senior Desktop Support (Contract)

Responsible for supporting local and remote users within HCL, Technologies for the Direct Energy Project

Provided support including but not limited to network connectivity and installation of software, adding users to the HCL Domain and supporting the 3 servers at the Houston Location

In charge of reimaging HCL laptops and desktops with new Images that were created for 3 different departments

Diagnosed, analyzed, and resolved user Laptop, PC software, and hardware issues

Coordinate the creation of a service desk area that will be used for a Direct Energy project

Sysco Corporation – Cypress, TX

Demand Specialist Jan 2012 – Jan 2014

Assisted in creating, maintaining all PIR (Purchasing Information Records) and sources lists for a specific material#, for a specific vendor, for a specific plant

Cleaned up faulty data on report(s) located in Information Steward on a weekly basis.

Also did Fill in Requests, VNU update requests, Auto upload indicator maintenance (vendor and PIR levels); Central Warehouse PIR/SL maintenance, MASS change maintenance (MEMASSSIN) in regards to Mass PIR maintenance, Update vendor info – Email/Chargebacks; CIF issue resolution, retrigger source lists; assist with Produce PIR/Source List clean up; Source list maintenance for discontinued items.

Demand Planner Nov 2011 – Jan 2012

Ran assigned reports needed within the National Supply Chain department

Supported execution tasks and monitoring of sales events (new, lost, seasonal business, promotions)

Supported and executed Supply Chain Logistics analysis/action requests. Manage assigned supplier confirmations of purchase order on quantity, date and cost

Manage assigned supplier confirmation of purchase order on order quantity, date and cost

Provided superior customer service to assigned Operating Companies. These activities support day-to-day Operating Company replenishment ordering for both direct and redistributed products. Performs activities related to purchasing data including issue resolution delayed creation of master data and review of quality reports for improvement

Desktop Support May 2009 – Nov 2011

Responsible for the support of a large number of both internal and external users for Project 212; including but not limited to network connectivity and installation of SAP Project driven software (HPQC, uPerform and SAP GUI)

Provided support for Desktop applications

Diagnosed, analyzed, and resolved user Laptop, PC software, and hardware issues

NorthernStar Natural Gas – Houston, TX

Senior Desktop Support Analyst Jan 2006 – Feb 2009

Directed, planned, and organized Information Technology department operations

Developed policies and procedures for conference calls, new accounts, web presentations, and voice mail

Provided Desktop Support for Windows Vista, Windows 2000, Windows XP, Office 2003 suite, Office 2007, Microsoft Exchange, and Microsoft VPN

Provided phone support for 4 remote locations with more than 40 users using the Cisco Call Manager 6.0 system

Coordinated equipment ordering and payment

Led employee training

Selected Achievements:

oRecognized by the Chief Financial Officer for exceptional organizational skills; acknowledged by senior administration for exceeding all expectations

oManaged office expansion and relocation. Partnered with architects, contractors, decorators, and communication companies to ensure the $1.5 million renovation was completed within schedule

oOversaw the implementation of a new Cisco VOIP system

Deloitte Consulting – Spring Valley, PA 1996 – 2005

Desktop Support Specialist 2002 – 2005

Provided Desktop Support for systems, services, and hardware

Ensured system integrity and availability by maintaining requirements

Managed accounts for Microsoft Outlook, AD, Lotus Notes, Delta II, and Vantive

Performed procedure and administrative rights reviews of Help Desk System administration functions

Reviewed desktop support processes and performed knowledge administration duties for the Vantive Database

Designed CABS databases and corrected errors. Created new employee email accounts

Administered Delta II and Lemurs distribution lists

Processed incoming desktop support inquiries based upon service level agreements and desktop procedures

Supported AS2 auditing software

Selected Achievements:

oRecognized by senior management for outstanding teamwork and diligence

oEstablished access to applications through the Directory Management System

oTrained office users in India to create new hire exchange accounts and incident report tickets

EDUCATION AND CERTIFICATIONS

Bachelor of Science in Political Science

University of Pittsburgh at Bradford (Bradford, PA)

CompTIA A+ Certified

Microsoft Certified Professional

Microsoft Certified Desktop Support Technician

MILITARY SERVICE

United State Air Force 1983 – 1990

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