KEY QUALIFICATIONS:

Experienced, mature professional with strong technical and problem solving skills

Extensive background in large fast-paced environments, where flexibility and results are expected

Solid communication and interpersonal skills, as demonstrated through excellent track record of teamwork and vendor/customer relations

Dedicated team member, high work ethic, self starter and goal-oriented

SKILLS SUMMARY:

Active Directory, VMWARE, SAP User Account Implementer, Advanced Network Tester 20 (ANT-20), Tektronix Oscilloscope,, TTC Tberd 2310, Novell/NDS networks, Java SDK, Visual Analyst Workbench (VAW), Windows NT 4.0/XP,

Ticketing Software: Remedy, Peregrine, Heat, Footprints

Operating Systems: Windows 7, 8, 10, XP, Vista and UNIX.

E-Mail Software: Microsoft Outlook, Zimbra, and Lotus Notes

Office Software: Microsoft Office Suite (Access, Excel, PowerPoint, Word), Visio, Frontpage

Connectivity: various routers and switches

Blackberry and enterprise activation password setup

Aloha POS software

Desktop Support

Help Desk Support - 1st and 2nd level

Hardware: Dell laptop, Lenovo laptop, HP laser jet printer, deskjet printer and local printer.

Vendor Equipment Tested: Visual Networks, Lucent Technologies, Nortel Networks, Telco Systems, Adtran Corp, Verilink Technologies, Quickeagle Comm, Paradyne

Management: Project Management, Coaching and Teamwork.

PROFESSIONAL EXPERIENCE:

Lennar Homes (Nov.1 – Nov. 28)

Short term assignment in Desktop support. Working primarily with customer desktop

Issues and to lower the ticket count in the que.

Ticketing Software: Service Desk .

Operating System: Windows 7

E-mail software: Microsoft Outlook 2010.

Hewlett Packard: desktops and laptop support.

Network Printers : Ricoh and HP printers.

Imaging software : Kace tools and Ghost.

Offsite support at Model homes.

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Parkland Hospital ( July 2016 – October 2016)

This was a 3 month project assignment to configure and install computers on

Five floors of new Chase Anderson building. Primary responsibility was to test the

network for any connection issues and or domain trust relationship issues. This type of work

was mostly similar to a refresh project. All imaging was handled by desktop services department.

Texas Regional Medical Center (July 2015 - November 2015) - Desktop Support

Provided support to Doctors and nurses on medical proprietary software.

Responsible for all software and hardware installations.

Troubleshoot all issues regarding computer software and hardware.

Supported VMWARE for nurses and doctors.

Used Kace tools for imaging all computers.

Used the Remedy ticketing system for tracking all problems.

Performed software installs and Windows updates. Supported Windows XP and Windows 7 and Microsoft Outlook for email.

Performed network and local printer installations.

Worked extensively with Active Directory for creating user accounts and resetting passwords and to enable accounts as needed.

Performed cubicle moves when necessary.

Worked with proprietary software at TRMC. Responsible for installing and troubleshooting MEDHOST, Clinical Suites, MAK, VMWARE and SQL Database.

Club Corp (July 2014 - June 2015) - Help Desk Analyst

Supported all IT calls in Unites States for Private Country Clubs.

Troubleshot all calls regarding network and hardware issues. Supported Microsoft products as well as proprietary software for the country clubs.

Assisted in the upgrade of Windows from XP to Windows 7

Used Active Directory on a daily basis for account creation and access to network shares, including password resets. Assisted in mapping network shares and network printers

Supported Web applications using Citrix

Performed Oracle support

Executed 1st and 2nd level tier support including ticket escalation when necessary

Provided software installs when necessary by request or new employee hires

Supported Lotus Notes and Zimbra email software

Used Kace tools for the imaging software

Installed Network and local printers

Provided some Mac support.

Granted admin rights to laptop and desktop computers when necessary.

Utilized remote software as appropriate (Remote Desktop Connection and Windows remote assistance)

Monitored all network routers and Cicso switches

Maxim Integrated Products (June 2010 – June 2014) - Desktop Support Analyst

Served as Asset Manager for the Infrastructure team. Maintained all hardware inventories including desktops, laptops, monitors and accessories.

Provided desktop support for all internal and external customers within the Maxim organization, including hardware and software troubleshooting, as well as creating user accounts and moving them to their appropiate container within Active Directory.

Provided software and hardware upgrades when requested. Also perform imaging using Symantec Ghost 11.5 and Kace Tools software on mostly Dell and Lenovo desktop / laptop computers.

Performed data transfers when new computers arrived for new hires or existing customers. Recorded tickets via Footprints system. Mostly supporting Windows XP SP3 and Windows 7 32 and 64 bit operating systems. Microsoft Office 2010, 2007 and 2003.

Neiman Marcus (April 2010 - May 2010) - IT Support

Executed conversion project to update Windows 2000 to Windows XP SP3, which required the imaging of all desktops and laptops using Symantec Ghost software.

Set up workstations with proprietary software and copied all personal data and xp profiles for all users.

Used Remedy ticketing system

Performed hardware and software troubleshooting

Affiliated Computer Services (November 2009 – March 2010) - Desktop Senior Associate

Troubleshot desktop issues via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution.

Applied understanding and knowledge of information systems products and services to assist users.

Identified, investigated and researched user questions and problems as well as isolated and resolved information systems problems.

Installed, configured, and performed troubleshooting for Lotus Notes

Performed virus scans and virus removal

Received and prioritized issues and forwarded using appropriate escalation procedures

Implemented the use of SCCM software installation management system for all customer applications.

Gained experience with the use of Tivoli application Management system, SCCM, and Marimba.

Performed password resets using Active Directory.

Used Peregrine ticketing software

Supported Lenovo, Dell & HP computer systems.

Supported Windows XP, 2000, Vista and Windows 7 operating systems, as well as Office 2007

Imaged laptops and desktops then added to Network Domain.

Used Help Desk tracking software such as Remedy, Peregine, and Heat.

Metlife Insurance (September 2009 – October 2009) - IT Support

Completed refresh project that required the backup and copy of all user data files, local profile settings. All desktops and laptops were replaced due to lease expirations.

Supported Web based applications that ran on the Citrix platform.

Performed troubleshooting on software and hardware installments when requested.

T-Mobile USA (September 2008 - August 2009) - QA Analyst

Responsible for running test scripts for a variety of Telecomm projects. .

Used Smart PC recorder for recording transcripts.

Documented of test case execution results:

Captured of actual results for use in defect management: Used in analyzing test execution times for aggregated statistical analysis and forecasting: Training Purposes.

Used Remedy ticketing software

Nurtur (February 2008 – August 2008) - Desktop Support

Worked stand alone in the Dallas office supporting between 150 and 180 on site customers.

Performed Wireless support

Supported all web based applications that ran under Citrix. Used Peregrine ticketing software for recording all hardware, software, and network issues. Performed all software and hardware installations and updates for users in the Dallas office.

Supported between 30 and 45 remote users working remotely using Cisco VPN. Worked with Active Directory extensively creating users accounts and setting up users, desktop and laptop computers into the proper container.

Performed timely problem resolution for all requests. Used ticketing software to track all requests.

Experienced with Microsoft software issues and connectivity issues as well as printer problems and network environment issues.

Used Active Directory for supporting customer request regarding password resets and or locked accounts. Worked with SQL server performing nightly backups.

Lennox International (July 2007 – December 2007) - SAP & Active Directory Account Admin

Created user accounts and granting access rights to applications and servers.

Created SAP accounts for new hires and or contractors.

Deleted user accounts when employees retire and or terminated.

Troubleshot and supported SAP, Proquest, Active Directory with the Microsoft management console.

Troubleshot and supported Windows Server 2000 / 2003 and Windows Operating Systems 2000 / XP / Vista and associated Office applications.

Used Remedy ticketing software for tracking problems.

Lauriat Corporation (March 2007 – June 2007) - Infrastructure Support Specialist

Primary responsibility was to troubleshoot any technical issues regarding hardware and or software.

Used Remedy system for recording issues with customers.

Worked with Windows XP SP2 and Windows 2000 operating systems.

Took ownership of all tickets from beginning to end.

Worked primarily with Exchange issues using Outlook 2003 and the installation of all approved corporate software.

Used Citrix and Active Directory for supporting customer request and or issues relating to password resets and or locked accounts.

Responsible for helping customers for remote connection using VPN.

Used Remote Desktop for all offsite customers.

Supported AS/400.

Baylor Healthcare (May 2006 – February 2007) - Field Support Specialist

Supported the Baylor Healthcare environment by following up on trouble tickets generated by HEAT.

Supported trouble tickets opened up by upper management employees for high priority resolution.

Took ownership of any and all tickets assigned to me from beginning to end.

Applications supported included Microsoft Office, Adobe Acrobat, VPN, and all Medical Proprietary software. Performed all necessary Windows XP upgrades, and Windows 2000.

Provided admin rights to laptop owners as well as some desktop personnel when necessary.

Also performed printer maintenance and repairs when necessary.

Pepsico (April 2005 – March 2006) - Helpdesk Support

Technical Analyst position, working in high volume Business Solutions Group providing level II technical services support to PepsiCo employees.

Marimba was the software installation management application for local installs.

Supported Citrix environment

Used PepsiCo Application Launcher (Marimba) for customer installation requests.

Operational knowledge of PC hardware and software configurations and troubleshooting

Used PEREGRINE ticketing software for tracking problems and accessed the Primus knowledge base for troubleshooting purposes.

Knowledge of network protocols for LAN/WLAN configurations, Virtual Private Networks (VPN) and Broadband configurations.

Stream International (January 2005 – March 2005) - Helpdesk Support

Provided Help-desk support in a call environment for the support of Hewlett Packard printers.

Provide problem resolution for hardware printers purchased by customers.

Collin County Community College (May 2002 – December 2004) - Student and Part Time Courier

Ericsson Inc. (January 1999 - March 2002) - Customer Support Engineer

Performed installation and test following H-Modules on AXE switching equipment.

Performed customer specific configurations and upgrades on MSC, BSC, Transgate etc.

Worked with customers to troubleshoot and resolve hardware problems with the AXE and data transcript.

Tracked product revisions and performed necessary upgrades as required using the PRIM database protocol.

Documented installation and tests processes.

Setup and worked on both ANSI and ETSI configurations.

Worked with UNIZ and Sun workstations for Switch testing and random call generation.

Lab engineering position that required testing vendor equipment for ANSI/MCI standards using the Open Systems Interface (OSI) model to test the physical, network, and data layer for use in the Customer Premise Equipment (CPE) catalog.

Tested Integrated Access Devices (IAD), Routers, CSU/DSU, TCP/IP requirements that included pulse shape, quality, signal strength, stress testing, voltage capabilities, signal variance, jitter tolerance, jitter transfer and bit-error rate testing

Vendor Technical Manager (VTM) for several customers (Lucent Technologies, Verilink Communications, Adtran Corporation) working with vendors as 3rd level support engineer to initiate and facilitate any testing of products or any problems that occurred throughout testing process for entry into CPE catalog

Created lab reports for equipment tested as final documentation for test lab approval

Helped establish new guidelines for T1, T3 line test plans with revisions associated with the current issues of ANSI test standards

Involved with Simple Network Management Protocol (SNMP) solution that was an initiative to recall any equipment tested by MCI WorldCom’s lab to check for issues with software

Researched and developed Microsoft Access database using Sequential Query Language (SQL) to establish different tracking criteria for telecom lab equipment

Container Store (1997 – 1998) - Part-time PC Desktop Support Environment

Installed and supported the company’s PC hardware and software upgrades and configurations

Responsible for all POS station installations at store sites.

As a system assistant administrator participated in the configuration of the pc network.

Provided trouble-shooting, diagnostics and repair services for computer workstations and the computer peripherals.

Troubleshoot printer problems and supported the Blackberry enterprise.

EDUCATION:

University of North Texas - Denton, Texas

Business Computer Information Systems (BBA in progress)

Collin County Community College – Plano, Texas (2004)

R.L Turner High School – Carrollton, Texas (1973)

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