Technical Support Information Technology

Kevin R. Shine

**** **** ****** **** ******** City, Texas 77489 **********@*****.*** 281-***-****

OVERVIEW

I am a highly qualified Senior IT Analyst whose professionalism is progressive with all forms of information systems. I’ve specialized as a subject matter expert in telecommunications, Information Technology, network servers, network switch applications, and system security over the past 14 years. My major strengths include systems analysis, along with being a leader in Supervisory roles.

I have a driven ability to determine the root cause for issues which leads to innovative solutions towards complex technical issues. I possess strong communication, time management and organizational skills. I am seeking a role where I can use my skills to help with business growth and development.

PROFESSIONAL EXPERIENCE

IT Client Support Analyst

Weatherford NA- Cyrus One Houston, TX

January 2014-Present

Responsible for supporting global internal customers of Weatherford International to resolve computer related, network, hardware and software issues remotely. Also to ensure all computer systems and servers are operating at optimal levels.

Serve as the first point of contact for technical support to internal customers in the following areas: password resets, login failures, network failure, computer equipment malfunctions, remote software installs, printer installs virus removals and first line troubleshooting and problem resolution before escalating to 3rd level on site support teams. Responsible for creating and escalating service tickets as needed to the various second level support groups as needed.

Enter incidents in the Remedy system (the Service Desk tracking software), including detailed information for every incident. Airwatch activation deployment for mobile phone devices.

Also responsible for working directly with the other various support groups in the Information Technology Departments in all regions in notifying each group regarding major systems outages and assisting in training new contract employees with first time system access as required. Applications supported are: Windows XP, Windows7, Office 2007, Office 2010, .IE8/IE9, Secure Client VPN, and first level support with JDE, ELM, cell-phone configuration and People Services issues We are the first line of technical support for all Weatherford employees and Weatherford global applications.

Responsible for the creation of Service Desk documentation in the form of a KB (Knowledge Base)

Information Technology Supervisor/Tech Support Help Desk

Verizon Wireless Houston, TX

July 2002- August 2012

Troubleshoot problems with Active Directory administration, create and modify Active Directory accounts as appropriate, computer hardware, software, and configuration, including interviewing users to understand the source of problems as well as managing up to twelve employees.

Assisted with relocating servers from one site to another site which consisted of maintain accurate cabling for both voice and data networks.

Participated in the development of the infrastructure (electric and mechanical) and hardware in support of information technologies, network security, new applications, and distributed software upgrades.

Maintained, installed and administered a computer local area network, including cables, routers, and servers including hardware and network configuration of VOIP end users.

Troubleshooting for PC Operating systems, specifically Device Manager; TCP/IP configurations.

Remedy Ticketing System; Open trouble tickets for clients, vendors, or customers for network outages, client down, and email request by maintaining proper customer notification and daily updates on trouble ticket.

Installation of application upgrades and system patches as needed; maintaining virus and spam protection and working with other departments to streamline and automate processes as needed.

Provide technical leadership in all day-to-day desktop technical support involving customers, project managers, client managers, and other departmental managers

Smart Phone Support (blackberry, Android, Apple, Windows Mobile Devices)

Work as a Technical Support Analyst for wireless connections to the Internet using the latest CDMA technology and 3rd Generation wireless communication.

Provide 2nd and 3rd level support for windows xp, vista, Windows 7 and Apple IOS.

Recreational Program Director

Providence Center Houston, TX

April 1999 – July 2002

Assisted facility director with operational support towards all departments with ongoing projects.

Organized recreational activity lists.

Scheduled off site programs for at risk youth with City of Houston.

Communicated progress with parents to assist in the betterment of their future.

Broker Support Specialist

Investors Specialty Funding Houston, TX

November 1997 – April 1999

Prepared necessary documents for underwriting team i.e. affidavits, settlements details and loan documents.

Scheduled transfers and delivery of security certificates between companies, departments and customers.

Corresponded with external/internal customers to answer inquiries, discuss market fluctuations or resolve account problems.

Escrow Officer

Netco Title Company St. Louis, MO

September 1996 – October 1997

Prepared documentation needed to complete closing.

Scheduled property closings.

Calculated debt to income ratios for customer and lending departments to review.

Ordered title reports on scheduled closings.

Consulted with borrower for final inquires prior to closing sessions.

SKILLS

MS Office Suite (Word, Excel, PowerPoint, Access); MS Outlook; WordPerfect

Technical Support; Networking Terminology; Telecommunications software and systems

Proficient with HTTP, POP/SMTP, and Wireless Applications protocol, Active Directory, Exchange, Outlook

Communication, presentation, interpersonal and oral and written skills

Exceptional leadership skills – coaching for success

Strong ability to lead by example; Take ownership of tasks, focusing on guidance, resolution and completion

More than 10 years of helpdesk experience

Ability to decipher, translate and communicate effectively with internal and external customers at all levels

Strong understanding of technology

EDUCATION/TRAINING

Texas State University San Marcos, TX

Bachelors of Administration in Business Management

SAP Trained & Certified

Blackberry Enterprise Server Certification

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