Help Desk Information Technology
Resume:
Houston, TX
acx14w@r.postjobfree.com
Terrie Nettles, MCP, A+, Network+, MOS
Objective: Utilize my extensive experience and skills in Information Technology to contribute to the success of a large stable business or a small business where my broad knowledge can be best utilized.
Summary: IT professional with 15+ years’ experience working on Help Desk and Help Desk/Desktop Support. Enjoys a fast paced environment, one that is progressive with mutual respect and support among all. Strive for total quality, believes in being a team player, using the team approach to accomplish goals and develop strategic plans, detail-oriented, self-starter that has the ability to work independently and a belief that excellent customer service is a priority. Always willing and interested in learning new skills.
Skills Summary
Desktop Support
Desktop Troubleshooting
Software Installation
Desktop Configuration
PC Repair / Refurbishment
Software Applications
MS Office 97 365
Norton Ghost
Antivirus and Spyware Utilities
Windows 9.x Windows 8.1
Acronis Imaging Software
Adobe Acrobat Professional
Active Directory
NGOS Load (Imaging Software)
Microsoft SharePoint
Lotus Notes
Altiris
eRoom
GroupWise
Remedy (PMTS)
Android Phones/iPhone
Outlook 9.x 365 (with NK2 file)
Numara Footprints
Microsoft Lync & Skype
Exchange Account Setup
Service Desk
Citrix Client
Cisco Call Center
ServiceNow
Property Solutions (Entrata)
Cisco VPN Software
GlobalProtect Palo Alto VPN
Safend
Nexus
Yardi
Winzip
Quest Software ActiveRoles (ARS)
Remote Assistance & Desktop, Netop
LogMeIn Remote Software
FTP Software
MS ActiveSync / Palm Software
Windows Mobile Device Center
PEMS (inventory system)
Deep Freeze
SPRINT (ordering software)
Photoshop
Dreamweaver
Fireworks
Ulead DVD Workshop
Pinnacle Studio 9.4 - 10.6
Knozall File Management
Experience
Relocated to Houston, Texas
03/16
Bloomfield Animal Hospital
04/04 – 02/16
IT Technical Support and Consultant (Only as needed)
Desktop Maintenance - Responsibilities include
oInstall and configure operating system and applications
oHardware Upgrades
oImaging and re-imaging desktops / laptops using Norton Ghost
oTroubleshooting laptops / desktops, transferring data, Editing registry
oVirus and spyware removal
Network Maintenance
oSet Permissions and shares
oSetup virus and spyware system for network
Website consultant, updates and maintenance
Environment: Windows 2000-Windows XP and 7-8, Microsoft Office 2000-2007, Active Directory, DYMO Label Printer and print server, Trend Micro, Firefox, Dell computers and printers
CIM Group
09/15 – 01/16
Sr. Service Desk Analyst
Provided support to the end user community and served in a senior-level role within the Service Desk group. Assisted with infrastructure support tasks and performing problem management. Responsibilities include:
Respond to Service Desk tickets via email, phone, and in person
Respond to and resolve technical requests from users using remote assistance software for printers, hardware and software
Participate in software installation and upgrades
Assist users with copying/moving files in Sharepoint
Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory and Exchange
Provide mobile device support (iPhone, Android)
Supported VPN (Cisco and GlobalProtect Palo Alto VPN)
Supported and helped users with browser and login issues with Nexus and Yardi
Gained approvals for share drive access, Nexus and Yardi
Created accounts in Property Solutions (Entrata)
Setup/Install SalesForce
Training to end users on hardware/software applications
Update and configure virus and spyware removal software, monitor request calls for potential patterns and issues and recommend action
IP Phone support / setup
Environment: Windows 7 and 8, Microsoft Office 2013-365, Outlook, Active Directory, Exchange, ServiceNow, Symantec Endpoint Protection, GlobalProtect Palo Alto VPN and Cisco VPN, LogMeIn Remote Tools, Remote Desktop (RDP), Cisco Unified Call Manager, Cisco Unity, Property Solutions (Entrata), Nexus, Yardi, SalesForce, Adobe Acrobat, Microsoft SharePoint, Microsoft Skype, Internet Explorer 9-11, Chrome, Firefox, Lenova computers
Lifecare Solutions
06/15 – 06/15
Help Desk/Desktop Support
Provide technical support on call center using remote assistance software for printers, hardware and software
Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory
Troubleshoot and provide technical support for Microsoft Office Products
Troubleshoot and analyze user problems related to desktop, applications and network issues with laptops / desktops
Update and configure virus and spyware removal software
Create user accounts in Active Directory and Exchange
Environment: Windows Vista & 7, Outlook, Microsoft Office 2003, Service Desk, Symantec Antivirus, Remote Desktop (RDP), Exchange, Microsoft Lync, Internet Explorer, Chrome
Los Angeles County Public Health Department
07/11 – 07/13
IT Technical Support Analyst (Service Desk)
Provide Service Desk technical support for over 4,000 Public Health employees using established procedures
Provide technical support on call center using remote assistance software for printers, hardware and software
Install, configure, upgrade and test software for customers
Small projects
Update and configure virus and spyware removal software, monitor request calls for potential patterns and issues and recommend action
Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory, GroupWise email and other application products
Provide consultation and quotes for recommended hardware and software
Provide consultation, troubleshoot and technical support for Microsoft Office Products
Participate in software installation and upgrade project using SCCM for deployment
Provided technical support and testing during the implementation project for Public Health migration to Outlook 2010/Exchange.
Environment: Windows XP, Vista 7 and 8, Microsoft Office 2003 - 2013, GroupWise Email, Outlook 2010, Active Directory, Console One for managing accounts in GroupWise, Footprints, Cisco Call Center, Quest Software ActiveRoles (ARS), Remote Desktop (RDP), Saba Learning Net, Adobe Acrobat 9 – 11, Winzip, Microsoft SharePoint, Safend, Internet Explorer 8, Dell computers
ExxonMobil (Rankin Road)
04/10 – 09/10
Data Support Specialist
Assisted with the planning and execution of Test Data for Global Windows 7 rollout project.
Assisted Test Manager/Test Lead starting from the planning stages of the project
Created and manipulated data to track, research & verify locations of software, verification of media quality
Researched, uploaded and logged thousands of drivers as a support function of the Global Project
Prepared & tested required data
Environment: Windows XP, Microsoft Office 2003, Lotus Notes, Internet Explorer 8
ExxonMobil (3 Greenway Plaza)
07/09 – 02/10
Desktop Support Analyst
Provide a full range of technical support for customers including the following:
Install, configure, troubleshoot and test operating system and all software
Hardware installation, repair and upgrades
Troubleshooting and analyze user problems related to desktop, applications and network issues with laptops / desktops and taking steps to resolve these issues
Instruct users on Microsoft Office Suite as needed
Configures software distribution for imaging and re-imaging desktops / laptops using Altiris and SMS
Move computers and peripherals
Prepare computers for deployment to new users or replacements
IP Phone support / setup
Inventory and Asset Management
Environment: Windows XP, Lotus Notes, Microsoft Office 2003, Remedy (PMTS), Altiris, SMS, Citrix Client, Symantec Antivirus, IP Phones, Internet Explorer and Dell computers
Discover / Pulse
12/08 – 01/09
Desktop Migration and Desktop Support
Backup data on old computers
Transfer / validate data on new computers
Imaging and re-imaging desktops / laptops
Install and configure applications
Map users drives and printers
Environment: Windows XP, Microsoft Office 2003, Lotus Notes 6.5 / 7.0, Guardian Edge, Symantec Antivirus, Internet Explorer, Lenova computers
Northrop Grumman (Redondo Beach)
09/07 – 10/08
Desktop Support Analyst
Break/fix
Prepare computers for deployment to new users or replacements
Install and configure operating system and applications, map printers
Hardware replacement / upgrades, Data transfer
Imaging and re-imaging desktops / laptops
Troubleshooting hardware and software issues with laptops / desktops, editing registry, Cisco softphone
Virus and spyware removal
Tested and setup wireless for users to enable working remotely, Cisco VPN
Configure Microsoft Outlook to use LDAP
Add, edit and delete computers from domain in Active Directory
Environment: Windows 2000-XP, Microsoft Office 2003-2007, Remedy, Altiris, PC Guardian, Cisco softphone, Acrobat 7, Symantec Antivirus, eRoom, NGOS Load (Imaging Software),Winzip, DYMO Label Printer, Internet Explorer and Mozilla Firefox, Thin Client, Dell & HP computers
Freelance
01/02 – 09/07
Webmaster / Desktop Support / DVD Authoring: Creation and support of several projects including websites, DVD authoring and repair / refurbishment of PCs for a variety of clients.
Created and managed websites primarily for individuals and some non-profit work
oWebsite development and maintenance for Cub Scout Pack 81 (No longer active) & BSA Troop 75
Build, repair and refurbish computers
Commercial Off the Shelf
Computer maintenance
oInstall and configure operating system and applications
oCreated images / re-imaged computers using Norton Ghost
oVirus and spyware removal
oEditing registry
Setup / configure Palm and Pocket PC
Set up small home networks
Convert VHS video to DVD for individuals and non-profit groups, Scanning / digital camera
Created technical installation and user guides
Environment: Windows 9.x-Vista, MS Office 97-2007, Norton Ghost 2002-12, Outlook Express & Windows Mail, Dreamweaver & Fireworks 4.0-MX 8, Acrobat Distiller 5.0-7.0, AntiVirus and Spyware Utilities, FTP Software, Winzip, Palm Software 4.x, Microsoft ActiveSync for Pocket PC, Windows Mobile Device Center, Photoshop 5.5-7.0, Paint Shop Pro 6.0, Pinnacle Studio 9.4-10.6, Adobe Premiere Elements, Ulead VideoStudio 7.0 / 8.0, Ulead DVD Workshop 2, Ulead Movie Factory 3.0, Deep Freeze, Netscape, Internet Explorer & Mozilla Firefox., Dell, HP computers and clones
Boeing Satellite Systems
12/99 – 01/02
IT Liaison, Resource Manager, Webmaster, Project Manager, Desktop Support: Supported various organizations. Responsible for day-to-day needs of the customer, represents customers to IS community, managed several projects and created websites for the Intranet.
Created technical installation and user guides
Managed and created several websites
Primary interface to customer / user
Palm Organizer set-up and maintenance
Asset management
oImaging desktops / laptops, installation of new applications, Data transfer
oTroubleshooting laptops / desktops
Submit requests for the computing resources such as hardware, software, or access to shared data
Technical liaison between users and IT making decisions based upon user needs and network infrastructure capabilities
oTroubleshoot remote access users and VPN
oTroubleshoot printing problems and applications
oSupported multiple departments: Program Management, Supply Chain Management, and Manufacturing
oSupported remote users both domestic & international
Server File Management using Knozall
Created user accounts and set permissions in Windows NT for Foreign National’s
Environment: Windows NT, Windows 9x, Office 97, Lotus Notes, Norton Ghost, Palm Software, Dreamweaver & Fireworks 4.0, Acrobat Distiller 5.0, Photoshop 5.5-6.0, FTP Software, Winzip, PEMS (inventory system), SPRINT (ordering system), Control XL (finance), Microvault Encryption, Knozall File Management, Netscape & Internet Explorer, Compaq computers, MAC OS9
Certifications
Microsoft Certified Professional (MCP)
CompTIA A+ Certification
CompTIA Network + Certification
Microsoft Office Specialist: Expert Certification
Certified Pulmonary Function and Respiratory Therapy Technician, AARC
Certified Histologic Technician, ASCP
Education
University of Houston, Bachelor of Science in General Studies - Medical Sciences and Music
University of Texas Health Science Center, Houston, Histotechnology and Respiratory Therapy
Houston Community College, Respiratory Therapy
Alvin Community College, Music
Please check out my resume online for a more complete view at http://www.wicketgateprojects.com/
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