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Information Technology Customer Service

Houston, Texas, United States
January 04, 2017

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George Herrera

**** ** **** *****, *******, TX **074

713-***-**** •

Information Technology Analyst

Insightful, results-driven experienced IT career individual with notable success working a broad range of corporate, private and government IT positions. Participated in planning, analyzing, and implementing solutions in support of business objectives. Excel at providing comprehensive systems analysis, Hands-on experience leading all stages of development. Including requirements definition, design, architecture, testing, and support. Outstanding project and program leader; able to coordinate and direct all phases of project-based efforts while managing, motivating, and guiding teams.

Areas of Experience & Expertise:

Network via Wi-Fi & Ethernet

Research & Development

Regulatory Compliance per Contract

Cost Benefits Analysis

Policy Planning

Virtualization & Cloud Technologies

Data Integrity

Impact Analysis

Technical Specifications Knowledgeable

Team and Project Leadership

Technical Proficiencies


Windows 7/8/8.1/10, Windows Server 2012 R2, Linux (Red Hat, Ubuntu), Mac OS, Android, iOS


LAN / WAN, VPN, TCP/IP, SQL, 100BaseT Ethernet, Cisco Routers & Switches, VoIP, various emerging technologies


Citrix, Symantec Endpoint Protection, McAfee, VMware, VNC, LogMeIn, Team Viewer, WebEx, Microsoft Office Suite (all years), Access, MS Project, Salesforce, Avature, Taleo, Kenexa Brassring, ADP Virtual Edge, Crystal Reports, Adobe

Professional Experience

Southern New Hampshire University, Houston, Texas November 2015 - Present

Full Time Student

After being laid of from preview employer, I used the severance financial packaged to return to school as a full-time student. Currently completing a Bachelors of Science in Information Technology with a specialization in Cyber Security and a minor in International Business.

Key Achievements:

Worked closely with Professors and classmates to complete all due assignment in time and with a successful outcome.

Requested and viewed my grades constantly to ensure all assignments were turned in on-time with a good grading score.

Always welcome working with a diverse group of individuals from all nationalities, cultures, religions and various perspectives respectfully and with empathy.

Korn Ferry International, Houston, Texas July 2011 – November 2015

Support Analyst

Achieved professional analyses support for contracted companies remotely such as: Hilton Worldwide, Nestle, Yahoo, Anthem (formerly Amerigroup), John Deere, Zenith Education Group, Prudential, Rio Tinto, Cummins and Korn/Ferry International/FutureStep. Oversaw companywide efforts to identify and evaluate all critical systems performance and processes. Tested and implement security processes and procedures as well as performed benefit analysis on all strategies. Accounted for all IT related issues through ticketing and phone system. Collaborated with external and internal teams to conduct in-depth compliance and penetration testing, presenting results to senior management. Supervise daily activities of Computer Security Assistant and Internet Administrator.

Key Achievements:

Achieved successful SLA ticket closure in 98% through out every weekly, monthly goal.

Successfully accomplished desk coverage through 1st, 2nd and 3rd shift with a solutions based goal.

Trained new employees and retrained current employees in new system tools and vulnerabilities, as well as created and improved solutions database with detail.

Comsys/The Woodgroup, Houston, Texas April 2011 –July 2011

Service Desk Analyst

Resolved IT related issues from entire western hemisphere including Central and South America, at times in Spanish. Ensured all tickets created and updated were accurately in detail. Proactively assigned resources to meet workflow needs and meet deadlines prior to their due date or time. Created follow-up logs to ensure all customers were happy and satisfied with our service, provided solutions as required on follow-up. Managed accounts in active directory by creating, updating or deleting: increased or decreased groups in active directory, per approved request. Trained and mentored new staff regarding processes, guidelines and performance expectations.

Key Achievements:

Delivered constant goal achievements through ticketing system and also created custom reports to increase customer & team service satisfaction.

Successfully handled calls in Spanish while respecting cultural differences from several countries in Central and South America.

Worked with various teams including internal, 3rd party and human resources from various contractors to corroborate agreements and policies.

CompuCom/Shell Oil International, Houston, Texas November 2009 – February 2011

Technical Support Analyst

Resolved Information Technology questions and issues through Shell Oil’s custom ticketing system. Achieved level I and II support remotely and onsite for all internal and contracting teams. Assisted in software and hardware troubleshooting, including VoIP phones, printers and their connections. Helped map network drives, local printers, and server settings on Outlook. Worked closely with Shell Oil and subsidiaries regarding ongoing IT issues.

Key Achievements:

Improved and implemented customer call-center support procedures and customer network design strategy a solutions-based approach.

Recognized for outstanding quality of customer service with numerous customer-support awards and personal commendation from users: contractors and employees.

Provided daily, weekly, monthly and quarterly reports of user interaction with high levels of satisfaction.

Education & Credentials

Bachelor of Science in Computer Information Systems (Undergraduate Studies)

Southern New Hampshire University, Manchester, New Hampshire

Professional Development & Training

TechSkills Technical School

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