Technical Support Software

Keeble L. Lovall

***** ******** ****

Richmond, Texas 77407

Phone 281-***-****

E-mail: *******@*****.***

Summary of Qualifications

Nearly 20 years of professional experience in network administration and technical desktop support. Posses sound leadership with the ability to adjust effortlessly to change, while maintaining and encourage the productivity of team members. A results-orientated, motivated self-starter that is determined to succeed, surpass expectation and reach all goals.

Work experience

10/2010 – 01/2017 Your Health EMS/Your Choice HomeCare

Stafford, TX

Desktop Support/IT Coordinator

Provided day to day operational support for local users.

Updated all systems with the latest Microsoft Operating software and applied services packs.

Performed hardware upgrades ad software installations on employee workstations.

Trained new hires how to use Axxess software.

Re-imaged employee workstations when necessary utilizing Ghost to capture all of the data on their drive and restoring the data.

01/2006 - 09/2010 EDS/HP Houston, TX

BP of North America

Desktop Technician/IT Logistics

Diagnosed and repair hardware and software related issues on client’s PC using approved methods and processes.

Completed necessary internal and client related documentation as required on a daily basis via Remedy and GTS ticketing system.

Imaged and re-imaged laptops and desktops.

Responsible for IT purchasing tracking and managing hardware and software throughout its life-cycle, and coordinating events which require significant changes to deployed hardware and software.

Wrote, reviewed and/or maintained technical documentation for administration tasks and for installation and configuration of software and hardware.

Conveyed support services to meet or exceed SLAs,

including customer satisfaction scores, while ensuring a positive customer experience.

Configured, managed and enabled application access from one centralized location, through NetMeeting.

Performed hardware upgrades and software installations on clients’ workstations.

02/2004 - 12/2006 Everyone’s Internet Houston, TX

EV1Servers.net Houston, TX

Server/Web Technician

Provided quality technical support for over 10,000 Linux servers.

Configured, monitored, and maintained corporate web and database servers so that they were secure, reliable and accessible.

Managed and coordinated Problem Management projects and service requests through proprietary software called Pipeline.

Searched, recommended and applied new standards and technologies as they emerge.

Provided technical support for external customers by following up on inquiries and problems.

Performed Windows XP SP2 migration to all Windows 2000 Web Edition Dell Servers.

03/2002 - 01/2004 The Leslie Corporation Houston, TX

Citigroup Houston, TX

PC Technician (Contractual)

Worked with team on the development, implementation, testing, and rollout of new hardware, OS software, and applications.

Aerotech Houston, TX

PC Technician (Contractual)

Performed customer training using the Approve IT software.

Performed Windows 2000 roll-out to over 100 desktops in 2 weeks.

Extreme Technologies, Inc Houston, TX

PC Technician (Contractual)

Provided quality customer care by troubleshooting hardware problems, setting up and configuring customer workstations with Novell protocols.

Installed and configured electronic signature software which allowed the customer to sign documents and forms on-line.

11/1997 - 01/2002 PDQ.NET Houston, TX

Tech Inbound Support Center Shift Manager

Provided responsive help-desk support to internal development and business teams.

Managed Information Technology function including hiring, staff performance evaluations, scheduling work and assigning resources.

Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software.

Managed 15 Tier 1 and Tier 2 technical support representatives.

Education

2004 Texas Southern University Houston, TX

Pursued a Bachelor of Science in Electrical Engineering Technology

1990 - 1992

Pursued a Bachelor’s Degree in Pharmacy

Skills

Communication: Communicate well when speaking and writing; able to act as a liaison between different personality types.

Leadership: Able to motivate a project team; possess a wide range of interpersonal skills to encourage and instruct others.

Responsibility: Self-motivated and willing to set goals and work to achieve them; never assume “the other person” is responsible.

Computer software/hardware expertise: Windows XP Professional SP3; Windows Vista; Windows 2000 Professional; Windows 7; Windows 10; Mac and Apple products and software; Office XP/2003/2007/2010; Linux/Unix; MS DOS; Red Hat Enterprise; Plesk; Ensim; Microsoft Internet Explorer; Mozilla Firefox; Windows 2000 Server.

Experience with Cobalt RaQ servers; Axxess; Adobe Photoshop; AHD; LAN/WAN; SSH; Exchange; Active Directory; CGI, PERL, HTML and JavaScript coding; Norton Antivirus (corporate edition); Norton Ghost; Norton Firewall. IBM(pc), Dell(pc), HP(pc and printer); Remedy; AHD; VPN; SAP; Blackberry Exchange Server; Blackberry handsets; Smart Phones; Palm PDA; IIS; .NET; Altiris; MS SQL; Oracle;

References

Made available upon request.

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