Technical Support Customer Service

TECHNICAL SKILLS

Hardware Platforms

Intel/AMD CPUs, X86/64 bit, Dell, HP and IBM Servers and workstations, Smartphone and Mobile Tablet technologies

Networking Platforms

Cisco, Juniper, Linksys and D-Link, Site-to-Site VPN

Server Applications

SCCM, Citrix, MS Terminal Services, Symantec Backup Exec

Server

Security Applications

SBS 2003 thru 2005, MS Server 2003, 2008

Checkpoint, Juniper, Barracuda E-Mail filter, Cisco ASA

Business Applications and IT Tools

Microsoft Office 2000 thru 365, Telnet, SQL Server, Visio, ERP systems: Prophet21, Acclaim, Financial systems: Quickbooks, Quicken

CORE COMPETENCIES

Application support

Technology troubleshooting

Excellent communication skills written and oral

Outstanding customer service skills with the patience to listen and quickly resolve issues

Strengths: Network and Remote Sites Management – Workstation repair and maintenance – Sourcing “best-fit” technology solutions

Education & Certification

Bachelor of Science-Technology

University of Houston- 2003

A+ Certified; N+ Certified; MCP, Windows 7

PROFESSIONAL EXPERIENCE

2009 to Present

DocTech, LLC

Houston, TX

Owner

DocTech provides outsourced technical support, guidance, decision-making and purchasing services for small business owners and residential customers.

Built strong business with top quality technical strategy consultation and support with professional services in all aspects of technical services. Very loyal clients.

Complete technology solution for small businesses or supplemental support to clients’ technical staff.

Onsite and remote support for workstations, computers, Windows Small Business Server, telecommunications, network service, installations and repair.

Software support including WinXP thru Win1010 Office XP-365, WINNT, SBS 2003, Server 2003 and 2008, Exchange 2003, Acronis Software.

2014 to 2016

Love’s Travel Stops / Musket Corp

Houston, TX

Corporate Support Technician

Loves Travel Stops is a national chain of truck and rest stops for all drivers on the road. Musket Corp is a subsidiary company of Loves that deals with the trading of fuel of all types to make sure the truck stops are replenished of fuel. Musket also deals with trading in the commodity market to get the best price available for Musket and Loves.

Provide onsite support for all Musket employees in Houston office for Dell workstations and laptops.

Onsite project management for installations, rebuilds, and future technology changes in office.

2011 to 2014

DecisionOne

Houston, TX

Technical Support Leader/Sr. Desktop Analyst

DecisionOne Corporation is the largest independent technology support organization in North America.

Tier 2 Support- hardware and software for United/Continental Airlines offices in Houston area.

Break fix for all desktops, laptops, network hardware, printers and peripheral devices at IAH United/Continental operations including terminals, ticketing, tarmac, hangers and baggage claim.

Software support on Windows XP, 7, and Microsoft Office 2010.

Promoted within six months to support leader for IAH Simulator and Cargo buildings for desktop, laptop and all around office support for all printers and peripherals and re-imaging WinXP to Win7 workstations.

Created and verified documentation with the Denver United Senior Tech support for SCCM WIN7 images and other equipment installs needed at the SIM and Cargo buildings.

2005 to 2009

Martin Consulting

Houston, TX

Network, Communication and Technology Consultant

Martin Consulting is a Houston based technology firm dedicated to meeting the computing needs of small to mid-sized companies and the individual technology consumer.

Provided consultations on wired and wireless network infrastructure, re-engineering and installations in small and medium companies.

Onsite & remote Server and PC installation and maintenance.

2000 to 2005

DXP Enterprises, Inc

Houston, TX

Senior Technical Analyst

DXP is a publicly traded professional distribution management company that provides products and services to a variety of industries through its Innovative Pumping Solutions (IPS), Supply Chain Services and MROP Products and Services.

Team leader for critical ERP system conversion. This included projects, such as, Citrix/RDP rollout and upgrade that included thin client, printer and multi-function device installs and configuration. Moved from UNIX platform to SQL 8.0 and combined 6 systems into one operating system and Prophet21 system implementation and go live.

Took classes in thin client devices and became the in-house expert on these devices both CE.net and XP client versions.

Performed critical role as 2nd level support for technical support team, was back up role for System Administrator and was responsible for troubleshooting network and client issues. This role went from 4 team members to 1 while end user headcount was increasing at that same time.

Pinpointed root cause for serious problems in technical support team functions and was key member in restructuring the roles in this department. Resulting in a complete turn-around for this department’s success rate on technical support.

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