Desktop Support Technical
Resume:
Adam Senn
Houston, Texas 77070
Phone: 713-***-****
Email: ********@*****.***
Summary:
IT Desktop Support with over 10 years of IT Support experience. Areas of expertise include desktops, laptops, blackberry, iPhone,iPad, MS Office, Citrix and VPN, networking. Proven ability to deliver desktop support with stellar customer service. Detailed oriented with strong work ethic, problem-solving, fast-learner, interpersonal and teamwork skills.
Technical Skills:
Windows 95, Windows 98, Windows NT through Windows 10, Novell, MS Office 95 through NK2, Lotus Notes through R5, Lotus 123 through release 5, McAfee Virus Scan, Norton Antivirus, PCAnywhere through 9.0, various BBS packages, various communication packages, diagnostic software,MS Project, Adobe Acrobat, Winframe, Crystal Reports 8.5, TCP/IP, RAS, PCAnywhere.
IBM-compatible desktop and laptop, HP laser and DeskJet printers, Tektronix Phaser printers.
Remote tools such as Timbuk2pro, Windows Remote desktop, Ultra VNC, DameWare and Log me-in.
Ticketing software to include but not limited to TrackIt, Remedy and USD.
Specialized Applications: McKesson Suite of products, FormFast, Physician Web Portal, Vergence, Star Navigator, Epic EMR, PeopleSoft, GMS Altra, FIMI Prophet, Business Objects, Power Trading System, and Risk Management Systems 2000
Education:
Houston Community College Houston, TX 1997-1999
Courses included business math, marketing, communications, and human relations.
Professional Experience:
Loomis Armored
(Desktop Administration / Service Desk) Houston, Tx October 2016 to December 2016
Provided assistance in setup up the Ceridian DayForce time clock
Assisted in trouble shooting all network connection problems
Kept all tickets in FootPrints up-to-date as any updates where presented.
MD Anderson Hospital
(Desktop Administration / Service Desk) Houston, TX February 2016-Setember 2016
Providing IT support for Epic EMR rollout project
Cherwell ticketing system, Avaya softphone, using Bomgar for remote control
Reset and unlocked accounts using AD
Reset mainframe account using QWS3270
HP (Insight Global) Houston, TX August 2015-October 2015
Backup Administrator
Installed and configured file system backups to run on Linux (RHEL and Ubuntu) and Windows (Server 2k3 through 2012R2, as well as database backups for Oracle 10g to 11.2, SAP and MSSQL.
Performed maintenance of storage libraries using HP Data Protector 8.0 -11.12
Supported large Window 2000/2003 server environment, troubleshooting operating system and hardware related issues. Assisted in tracking down network and software related issues.
Installed and configured backup agents according to specific settings for security and streamlined data flow
In-depth troubleshooting of backup and restore failures on both Windows and Linux servers with varied configurations, such as MySQL clusters, Exchange, and Oracle applications
HP-UX Virtualization includes install, configure, troubleshooting Virtual Machines with various attributes using both GUI
and command base.
Woodfield Pharmaceutical, LLC Houston, TX July 2014-July 2015
Local IT support
Responsible for all desktop support.
Managed Rico and Zebra printers.
Assisted in the rollout and training of Datex (Warehouse Software)
Processed shipment request in a warehouse environment.
Average calls 30 a week with 100% resolution
Performed maintenance and training on Outlook (NK2)
Independence Contract Drilling Houston, TX October 2013-June 13, 2014
Senior Systems Administrator / Desktop Support
Responsible for all desktop and phone upgrades
Managed company owned iPhones and tablet devices (iPad)
Maintained and updated anti-virus software via Symantec Endpoint Protection
Set up and troubleshot VPN Connectivity for Remote Users
Trained and familiarized end users with the use of various line of business software as needed
Assisted off site land rigs with all there IT needs
Responsible for Autodesk Vault and Norton Backup servers
Answered about 50 called per week with an average of 95% first call resolution
St. Joseph Hospital Houston, Tx January-September 2013
Helpdesk / Desktop Support
Responsible for all incoming calls to the Helpdesk and placing tickets in TrackIt
Troubleshot local area network connectivity issues
Performed malware, spyware, and virus removal from PC's and server systems
Performed operating system upgrades for Windows XP, Windows Vista, Windows 7, Windows Server 2003, Windows Server 2008, and Windows Server 2012
Used remote tool VNC and Remote desktop to resolve most calls.
Responsible for most high priority desktop calls as staff was only 4
Answered on average 200 calls per week with 98% first call resolution
Gore Design San Antonio, Tx September-October 2012
Migration Supervisor
Responsible for moving all Desktops and Laptops over to new domain.
Updated all computers with current patches.
Cleaned spyware and viruses from all computers.
Atos Origin Austin, TX 2008-April 2011
Desktop Support Afterhours II
Responsible for Seton Family of Hospitals Desktop Support during a 12 hour weekend shift working solely.
Set up and troubleshot VPN Connectivity for Remote Users.
Configured Internet Explorer Proxies
Troubleshot all Dell desktop, laptop, and mobile device related issues that are escalated from the helpdesk to desktop support services
Worked the After Hour shift and was able to provide support to the customer as they needed
Responsible of keeping a resolve rate of over 100 cases per month.
Handpicked to work the afterhours shift with zero supervision responsible for all 58 Seton facilities
Responsible for on average 30 tickets with 99% resolution.
Helpdesk Tier II Houston, TX 2004-2008
Remote Support for Schlumberger, Transocean, UTMB, Seton, Lee and Dallas County, Lyondell Citgo, Catalent Pharma Solutions, Fort Wayne Allen County, Kraton Polymers, Republic Insurance, Amerada Hess andGlobal Santa Fe as part of the After Hours shift.
Assist customers with VPN Tunneling
Remote Control Tools: Citrix Shadowing, Net meeting, SMS and Timbuktu Pro
Install, Configure and troubleshoot all MS Office applications
Reset Passwords for mainframe, SAP, Active Directory and LDAP
Ticket process through USD and Remedy
Hardware: Dell, Compaq and HP
Answered on average 300 calls a week and maintained an 80% first call resolution within 60 second hold time.
Dell Certified
Enron Houston, TX 9-2000 to 2004
Helpdesk, Hardware and Desktop Tech
Provide assistance to questions concerning Microsoft applications & custom applications for Enron Corp, Enron Broadband Services, Enron International and Enron Energy Services clients
Provide first line technical support to customers and field representatives.
Responsible for answering calls with an average of 80% first call resolution in a help desk environment.
Environment included Windows 2000, Office suite, Outlook, and Lotus Notes
Responsible to collecting computer evidence for the FBI and SEC for three years after Enron closed.
Getronics Houston, TX 10-1997-to 2000
Help Desk Analyst Tier II
Provide assistance to questions concerning Microsoft applications & custom applications for ESC clients.
Responsible for managing help desk staff on multiple teams and the activities associated with the identification, prioritization, and resolution of reported problems.
Provide support to all other analysts to establish and implement policies, procedures and standards and ensures their conformance with Customer
Service goals.
Provide first line technical support to customers and field representatives.
Troubleshoot and diagnose any network problems and take preventive actions.
Provide second level and administrative support to all ESC clients.
Supported Windows, Novell, MS Office using Vantive as recording trouble tickets
Average 200 calls a week with 96% first call resolution.
Duke Energy Trading and Marketing Houston, TX 6-1996 to 1998
Trade Floor Desktop Support
Provide software and hardware support for users in a fast-paced, trading environment.
Setup PCs for new users, assist with moves and relocations of equipment, and perform hardware and software upgrades including rollout of new applications for testing purposes.
Perform hardware diagnostics and repairs.
Performed migration from DOS to Windows 95 workstations and worked on migration from Banyan Vines NOS to Windows NT.
Provide both telephone and on-site assistance for local and remote users. Work on PCs (laptop and desktop), printers, and FAX machines.
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