Help Desk Technical Support

CARL AYDELOTTE

**** ********* ***** **********, ** 75067 H: 972-***-**** ****.*********@*******.***

SYSTEM ANALYST – HELP DESK MANAGER – TECHNICAL SUPPORT REPRESENTATIVE

Offering a 20 year career integrating and understanding the relationship between various technologies and applications with their users. Outstanding record of delivering mission-critical projects on time and on budget. I am a “go-to resource” recently handling employee difficulties in an environment with over 22,000 employees in 85 countries, both onsite and remotely.

Technical Expertise Includes:

• Operating Systems: Windows XP, Windows 7, Windows 8

• Software: MS Office 2003, 2007, 2010, Active Directory, Cisco Call Manager, Iron Mountain Backup

• SAP administration, Juniper VPN and Verisign certificate administration, Tific, Citrix, Bomgar

Additional Experience Includes:

• Leadership, Team Building, Training, and Help Desk Monitoring

• Diagnosis and Problem Solving using hands on, over the phone, or remote tools

• Documenting and Record Keeping with attention to detail

Professional Experience

2012 – 2016: IT SUPPORT SVCS ASSOC II for AIG, Ft. Worth, TX

Performing network administration from account creations and basic password resets to assisting with consolidating all remote help desk architectures into two central global service desks. Hands on experience in remote end user support, Blackberry Enterprise administration, VPN administration (RSA, Juniper, Radius and Neoteris), GOOD and AirWatch mobile technologies, McAfee Safeboot administration, Citrix, SAP, and Wyse terminals. Troubleshoot all aspects of hardware and software in an Active Directory environment. Comfortable in a high volume call center environment while delivering level II technical support with a high customer satisfaction rate. Earned HDI SCA Support Center Analyst certificate.

2007 - 2012: IM Analyst for Tetra Pak GIM, Denton, TX

Took on the extra roll to become the super user for Hewlett Packard Test Director administration. Troubleshooting end user desktop hardware and software. Used personal experience to help my team deliver World Class performance in support, doubling performance in 4 years. Created procedural documentation in Sharepoint. Familiar with ITIL. Meet and exceeded all expectations in job performance, receiving 2 letters of merit.

1999 - 2007: Network Administrator for Resource One Credit Union, Dallas, TX

Key achievements include constructing and managing Ethernet network for 150 employees. Increased productivity and efficiency by creating Help Desk from scratch and switching network from outdated Netware/Groupwise to MS Active Directory. Reduced cost by implementing hardware inventory and software license tracking.

1997 - 1999: System Analyst for the Federal Reserve Bank of Dallas, Dallas, TX

Managed daily desktop computer and mainframe operations. Performed system back ups to mainframes, changed security keys, keeping all technology up to date as needed.

1989 - 1997: Regional Technical Manager for PCR-Personal Computer Rentals, Dallas, TX

Novell LAN design, installation, and administration. Telephone help desk support for employees and customers in seven different cities. Design and maintain region wide standards in computer configurations. Managed a staff of ten technicians, maintained a fleet of five delivery vans, tracked productivity, and assisted bench and field technicians. Created the Service Department from ground up.

Education

1980 - 1982 A.S. Mountain View College, Dallas, TX

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