Desktop Support Help Desk
Resume:
Cresente (Chris) B. Esmilla
Sugar Land, Texas 77498
Mobile: 832-***-****
********@*******.***
OBJECTIVE
Dedicated technical support specialist and desktop analyst recognized as a resource for technical solutions including software/hardware selection and installation, and systems troubleshooting, maintenance, and support. Skilled at assessing clients needs, recommending strategies that enhance efficiency and implementing cutting-edge technology solutions, and training/support end users.
SUMMARY
Proactive information services specialist who combines close attention to detail with planning and goal setting to achieve long-range objectives. Proven ability to problem-solve and meet deadlines within demanding environment. Work ethic characterized by versatility, an inquisitive nature, the ability to work independently, and very strong organizational skills. Exceptional ability to quickly master new hardware or software and apply its full range of capabilities. Ability to create rapport between associates, customers, and subordinates. Excellent interpersonal, communications, and leadership skills.
TECHNICAL SKILLS
OPERATING SYSTEMS: Windows NT/2003 Server/Workstation, VMware, Windows7, Windows Vista, Windows XP, Windows NT4.0, Windows 3.x, 98, 95, NOVELL, DOS, Unix, iSeries System.
APPLICATIONS: Word processors: MSOffice 2007/2003/2013, WordPerfect, Microsoft Word, Ami Pro
Spreadsheets: Microsoft Excel, Lotus 1-2-3
Databases: Microsoft Access, Support Magic, dBase IV
Graphics: Microsoft PowerPoint, Harvard Graphics, Internet HTML (Web Page Creations)
Diagnostics: Norton Utilities, Check-It, McAfee VirusScan, First Aid 98
Communications: Microsoft Exchange & Outlook, America Online, Netscape, Internet Explorer, Exceed.
Hardware: Cisco, Networks, Compaq Server/Workstation, HP Servers, Dell, Toshiba, IBM, Ethernet Hubs, Switches, Routers, Servers/Portables/Desktops PC's/Laptops, Printers/Scanners, Okidata, HP, Epson, Logic boards, Palm Pilot, Black Berry, Wireless devices, Linksys, Netgear and Fire Wire, iPhones, iPad, Android Tables.
PROGRAMMING
LANGUAGES: Visual Basic, C+, COBOL, (ANSI & pre-ANSI)
PROFESSIONAL EXPERIENCE
Academy Sports & Outdoors Katy, TX
Desktop Support Specialist 9/2015 - 2/2016
• Managed regular day to day Desktop Support tickets using Service Now.
• Configured and supported desktop and laptop PC’s.
• Contributed to development of images for desktop and laptop PC’s.
• Operated and supported variety of PC’s and peripheral equipment which include printers, network interface cards, and scanners.
• Relocated, assemble, and install equipment.
• Installed software applications locally or remotely through Landesk Management console.
• Troubleshoot problems with PC’s, peripheral equipment, network connectivity, and software.
• Backed up and restored data.
• Developed a thorough understanding of Academy’s policies, procedures and safety rules.
• Exposed to MAC OS.
• Used remote takeover tools through Landesk or RDP.
First Continental Mortgage Houston, TX
Desktop Support Analyst/Backup for Server Admin 5/2009 - 8/2015
• Manage regular day to day Desktop Support tickets using Track-it.
• Troubleshoot second tier support from our Help Desk tickets.
• Manage Windows 2003 Active Directory, File Servers, VMware, Web application, Exchange 2007, IIS Server, BES Server, Citrix Servers, IP Phone, and E-fax.
• Manage DNS, DHCP (Microsoft and Cisco IOS), Radius Server.
• Manage Barracuda Spam Firewall for inbound and outbound emails.
• Manage VLANs, setup a redundant failover for the core switches, manage and monitor the network infrastructure included devices as Cisco ASA 5510, 5505, Cisco catalyst 3560, 3750 switches using Solarwind IP monitor, Cisco call manager.
• Manage and troubleshoot networks, Intranet, Internet, systems, and applications to identify and correct malfunctions and other network operational difficulties throughout the organization using Solarwind Engineering tools.
• Travel to various locations to setup remote site's infrastructure.
• Perform server and networked user backups and recovery using Backup Exec 12.
• Perform and oversee hardware, software and application development, installation, and upgrades.
• Work closely with the MIS team to provide end-user support and issue resolution.
• Interface with vendors for procurement & maintenance of all IT infrastructures.
• Coordinate with the IT Manager to ensure availability and reliability of servers and resources to meet business demands.
NATCO Houston, TX
Desktop Support Analyst/Help Desk 12/2006 - 5/2009
• Help Desk/Desktop Support.
• Administration application: DRA - Directory and Resource Administrator.
• Remote attendee tool: Ultra VNC and SMS Remote Tool.
• Supported Applications: AutoCAD, Inventor, JOBSCOPE (i5) and Oracle.
• Supported tape backups for iSeries System, File Servers and Exchange.
• Responsible for purchasing and receiving in our IT organization.
• Maintain the integrity of the desktop computers through upgrades, RMA support, and new technology.
• Document processes and procedures.
• Set up and customized new or replacement computers.
• Acted as back up for the Help Desk Team.
• Supported inventory for all software assets.
• Supported the Oracle projects.
• Responsible for assisting Payroll and Accounts Receivable with their check runs.
• Assist Telecommunications with Cisco Unity phones and Cell phones/PDA.
Home123/NewCentury Mortgage Houston, TX
Desktop Support Analyst 01/2004 - 6/2006
• Help Desk/Desktop Support tracking tool: Peregrine.
• Administration application: DRA - Directory and Resource Administrator.
• Remote attendee tool: Webex Meeting from Microsoft and Tivoli.
• Mortgage Application: Empower
• Spy Ware tool: Spybot, Ad-Aware and Spy Sweeper.
• Provide quality desktop support to end users, including support for all Empower end user.
• Maintain the integrity of the desktop computers through upgrades, support, and new technology.
• Manage and update the packaged base operating system and application builds using Ghost and other mass deployment tool.
• Set up and customized new or replacement computers.
• Document processes and procedures.
• Handled additional responsibilities as delegated.
• Run network cable.
• Adhered to the documented procedures for managing change requests / inventory.
• Acted as back up for the Help Desk Team.
• Assisted the Server Support Team in projects.
BMC Software Inc. Houston, TX
Desktop Support Analyst III 9/1998 - 12/2003
• Support Executives in the corporate office.
• Configure hardware such as HP, NEC, Toshiba, Compaq, Dell computers and laptops
• Configure software such as Microsoft NT Server and Workstation both 4.0 and 2000 environment, MS Office 97 and 2000, McAfee, SMS, PC Anywhere, Order Manager, Diskeeper, Fax Senior, etc.
• Configure and support NT Server 4.0, Exchange 5.5, NT Workstation, Windows 95, Windows 98, Windows 2000, and Windows XP
• Support migration of Ccmail users to Exchange 5.5 with Outlook clients
• Configure DNS, WINS and trust relationships in company subsidiaries
• Administer IIS, Proxy, DNS, Exchange 5.5, Firewall and Legato backups
• Working knowledge of both Novell and NT platforms
• Troubleshoot Windows2000, Windows NT 4.0, Windows XP, Windows 95, Windows 98, Windows 3.1
• Facilitate and plan implementation of new servers and software for business solutions
• Configure and support new PC's and all software packages including Office2000, Vantive8, Oracle, Siebel, Extra, and Exceed
Allstar Systems Houston, TX
Network Engineer 10/1995 - 9/1998
• Run on site calls to various clients of Allstar Systems.
• Support on site clients like Stewart and Stevenson and other various clients.
• Work on site for Weatherford Entera of Houston for nine months and American Express for two years.
• Complete rollouts of Windows NT 4.0 Workstation, Windows 95, various troubleshooting assignments, and assisting clients IS departments with issues specific to their network.
• Configure hard ware such as NEC, IBM, HP and Dell computers and laptops for clients.
• Repair all HP printers and refurbish used fusers.
• Troubleshoot Windows NT 4.0, Windows95, and Windows for workgroup.
• Troubleshoot application issues with Office 97, previous versions of office, Accounting applications, Ccmail and Outlook.
• Troubleshoot computer related issues with end-users over the phone.
• Facilitates warranty repair with outside vendors (RMA)
• Assist with in house moves.
Microcomputer Power Houston, TX
Onsite Computer Technician Specialist 10/1994 - 10/1995
• Setup and configure hardware and software for various clients.
• Install and configure NT Server 3.51 and Windows for Workgroups workstations for Houston Independent School District and Alief Independent School District.
EDUCATION
Texas School of Business Houston, TX
Diploma - Microcomputer Software Specialist 1994
HCC Stafford / University of Houston Houston, TX
College Courses 1992 to 1994
LANGUAGES
Tagalog (Filipino)
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