Desktop Support Customer Service
Resume:
Mark Amen
San Antonio, TX ***50
EDUCATION:
Completed degree: Associate of Occupational Studies, Electronics Technology, Southwest School Of Electronics, 1989
SUMMARY OF EXPERIENCE:
Over twenty years of experience as a Helpdesk / End User Support Analyst in a wide variety of corporate and military enviroments. Over twenty years of experience as a Computer Technician for various software applications and hardware equipment support. Highly organized, dedicated, and insightful. Problem solver and team player. Adaptive and flexible; experienced in diverse situations. Good communication and interpersonal skills accompanied by a pleasant personality. Prior military service, USAF.
DETAILED EXPERIENCE:
University of Tennessee Health Science Center
Information Technology Manager
January 2015 – Present
I support Lackland AFB, Kessler AFB, Goodfellow AFB, and Sheppard AFB. I support them via phone and remote sessions. Setup new computers, and replace or fix the old ones as needed. Maintain the laptops, desktop, and printers. Setup remote equipment for internet access. I research and provide recommendations for equipment as needed.
Suprtek Inc
CSC Customer Support
August 2010 – January 2015
Helpdesk technical support for the WHMC. Provide phone support and remote desktop support. Assist user with locked account and Microsoft Applications. Assist users with printer problems. Install new applications when needed. Setup and reimage PC, install and repair printers. Working on the DAR project for 250 laptops for medical providers. Setup laptop and encrypted them for the users. Assist the command section with any PC and printer issues.
Valero Energy Corporation
Network Operator
September 2005 – January 2010
Monitor all incoming and outgoing AT&T and Verizon circuits to all refineries and headquarters. Monitor all system backups and do restores as needed. Monitor all networks to make sure they stayed up. Did after hours helpdesk support for local and remote users. Monitor all servers.
Select Staff
Helpdesk Analyst
Valero Energy Corporation
September 2005 – September 2006
Helpdesk support for the corporate office and the Valero refineries. Provide phone support and remote desktop support. Assist user with locked account and Microsoft Applications. Assist users with printer problems. Install new applications when needed.
World Savings
Helpdesk Analyst
November 2004 – August 2005
Helpdesk support for remote appraisers in the field. Phone support and remote desktop. Assist appraisers with laptop problems. Dial-up, high speed, and Sprint PCS aircard. VPN firewall. Did troubleshoot and diagnostics to laptop to see where the problem is. Did hard drive swap’s when needs. Also setup laptops for the appraiser.
Mobile Techie
Owner / Operator
December 2003 to November 2004
In-home and office computer repair: New setups, upgrades and add-ons. Network setups and new cables installed. Printers installed and repaired, digital cameras and video systems installed. Broadband (high speed internet) installed, wireless networks installed, desktop support, Microsoft Office training. In home or office computer training.
Park Place Pontiac GMC Truck Suzuki
Sales Representative
June 2003 - December 2003
New and pre-owned vehicles, customer service, phone support.
Mobile Techie
Owner / Operator
November 2001 - June 2003
In-home and office computer repair: New setups, upgrades and add-ons. Network setups and new cables installed. Printers installed and repaired, digital cameras and video systems installed. Broadband (high speed internet) installed, wireless networks installed, desktop support, Microsoft Office training. In home or office computer training.
Wang Government Services, Inc.
Network Administrator
January 2000 - October 2001
Network Administrator for a Novell network and Windows NT Server 4.0. End-user and desktop support. Maintain backup system of the Novell file servers using Arcserve with DLT tapes. Assist other ADP personnel with the support calls. Travel to the remote locations to maintain the networks in those locations. Setup new Novell servers, configure new workstations. Reconfigure old workstations to the new INS standards. Maintain ccMail post offices and users. Responsible for setting up Zenworks 2.0. Use Remedy Trouble ticket software for helpdesk calls.
Digital Edge Technologies, Inc
Network Administrator
April 1996 - December 2000
Provided network administration and desktop support for three Doubletree hotels and one Red Lion Hotel. Configured and installed desktop PC’s with Windows NT, 95, and servers with Novell 3.12, 4.x and Windows NT servers. Performed software upgrades. Diagnosed potential server problems. Coordinated hardware maintenance.
Paranet Inc
Technical Analyst
July 1995 - March 1996
Provided network administration and desktop support. Configured and installed PC’s to customer specifications. Performed testing and evaluation on application software. Administered nine Palindrome backup servers. Executed daily backups of 35 Novell file servers. Maintained and upgraded eleven Novell servers Performed software and hardware upgrades as needed.
Dixie Carriers
Network Administrator
February 1995 - July 1995
Provided end user support to 15 offices around the country. Standardized computer configurations. Installed software applications. Analyzed hardware and software problems.
Evaluated products to satisfy business requirements.
Amoco Production Co.
Network Administrator
February 1991 - February 1995
Configured and installed local and remote network servers throughout the country. Installed software applications. Evaluated and tested new products. Integrated new products into standard computer configuration. Provided end user support to local and all remote locations.
Hudson Engineering Corp
Micro Computer Technician
November 1990 - February 1991
Performed troubleshooting on hardware equipment. Coordinated service when necessary.
Provided end user support. Configured and installed PC’s to end user specifications.
Maintained Apple Talk and Novell networks. Installed Ethernet in Apple products using 10 Base T
Computize Inc
Configuration Department Lead
February 1989 - November 1990
Headed configuration department and computer technicians. Performed inventory control
Evaluated new products. Coordinated return merchandise authorization (RMA).
Tested returned products.
COMPUTER EXPERIENCE:
Hardware:
Hewlett Packard Printers
Hewlett Packard PC’s
Dell Server’s
Acer Desktop and Laptops
Compaq Servers
Macintosh PCs and Printers
Dell Desktop and Laptop computers
Compaq Desktop and Laptop computers
Macintosh Laptops
Remote access for support, phone and remote desktop.
Software:
Novell NetWare
Windows 95 / 98
Windows 2000
Windows 2000 Professional
Windows ME
Windows XP
Windows XP Professional
Windows 7, 8, and 10
Windows NT Server 4.0
Windows NT Workstation 4.0
MS Office (Word/Excel/PowerPoint/Access)
Windows7, 8 10
Google Chrome
Internet Explorer
Lotus CC:Mail
Microsoft Outlook All Versions
Microsoft Networking
Macintosh OS
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