Technical Support Software
Resume:
SHAWN MARK
*** ******** ***** ****, *******, TX *7073
Home: 281-***-**** – Cell: 832-***-**** – ****@*********.***
Professional Profile
IT support, re-imaging Lap Top computers, printer configuration, setting up active directory domain for all re-imaged Lap tops and also general network occurrences.
Software Utilized
Microsoft Office 2010: Word, Access, PowerPoint, Excel, Outlook
Microsoft Small Business Server: Active Directory
Remote Access: Radmin Citrix based
Web ex
Operating Systems: Windows 7, Windows XP, Windows 8, Windows 10
Tracking Software: JIRA, Remedy
Dreamweaver
Experience
IT Support Technician
June 2015 – Present
The Francis R. and Ruth B. Oberreich Foundation Inc. - Markesan, WI
Create website for non-profit foundation
Maintain and update website using Dreamweaver software as requested
IT Support Technician
June 2015 to October 2015
Next Consulting Group, Inc – Houston, TX
Client: Webber Construction, LLC
Re-image company systems, install, update and troubleshoot operating systems, software and hardware
Create documentation for new processes and work within a ticketing system
Providing individual support and training to maximize the potential of existing technology
Providing recommendations about support and information access
Maintaining an updated inventory of software, hardware and resources
Configure email connections to work through Outlook for iPhones
Level I Technical Support
April 2012 to February 2015
Canrig Drilling Technology – Houston, TX
Tracked and Documented issues using JIRA software
Support end-users for both hardware and rig watch software related issues
Maintained data warehouse for customers. The data is accessible at any time by the customer via a secure internet link
Performed calibration of user software on oil rigs equipment
Installed system updates for operating system, user software and demonstrate functions
Remote access of client system to assist with installation completion and configuration of network printers
Data Export and Extraction
Data Warehouse
Check and Resolve open CRM ticket issues
Scheduled on 24X7 on-call support rotation
IT Support
April 2008 – February 2012
Jeremarc IT Services – Houston, TX
Client: TriCor Services
Provide support end-users for computer and software related issues
Utilized Microsoft Small Business Server 2003 to install and Monitor company software
Monitored server reports and performed server backups
Monitored client computers remotely
Performed Operating System installation
Set up email connections for iPhones
Installed and configured network printers
Used Active Directory to manage User Accounts, including Remote Access
Helpdesk Customer Support
Nov 2007 – April 2008
Burnett Staffing – Houston, TX
Client: Orrtax Software Solutions (Currently IntelliTax)
Supported internal customers with Orrtax software
Utilized WebEx software for remote desktop support
Provided first-level support for users with software and application issues
Politely communicated concise information to internal service personnel
Accurately documented resolutions for issues in CRM
Escalate problems to appropriate level following escalation procedures
Maintained communication with customer until problem has been resolved
Helpdesk Technical Support Rep. II
Jul 2000 - Mar 2003
Convergys Corp. – Houston, TX
Provided Yahoo, Compaq, Prodigy and SBC DSL customers with technical support
Handled approximately 30 to 40 calls per day with 92% FCR and an AHT of 9 minutes
Received recommendations for the most first call resolutions
Call topics included general hardware and software malfunctions of desktop CPU and operating system
Input and tracked essential customer information from Cameo and Octane databases
Assisted management with coaching teammates on their customer interaction skills and average handle time
Education
B.B.A.: Computer Information Systems, May 2007
University of Houston – Downtown – Houston, TX, USA
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