Customer Service Active Directory
Resume:
FRANCIS NAZZAL
*******.******@***.***
Summary of Experience: Nearly 30 years of experience in the Oil and Gas industry and IT community with the knowledge of many systems and practices. Over 30 years of customer service experience dealing with various types of customers. Have participated in the implementation and support of several large IT related projects both domestically and internationally.
Professional Experience
National Oilwell Varco April 2019 – Present
Senior Desktop Analyst
Troubleshooting, installing, configuring and utilizing desktop software applications and related hardware (Dell & HP) for end users worldwide in the Windows 7, 8 and 10 and Office 365 environment.
Other software duties include SharePoint, Symantec and VPN
Image computers with SCCM
Active Directory account administration,
Computer inventory control
Mobile and desk phone support. and network support
Video Conference Room troubleshooting
Support Ricoh network printers
Devon Energy, Cuero, TX May 2012 - August 2018
Field Support
Respond to tickets within Service Legal Agreements and provide resolution setting priorities to meet department and customer expectations
Monitor and triage tickets as they arrive in queue
Provision user accounts across multiple platforms including installation, configuration, maintenance and ongoing usability of business hardware and software
Verify functionality of hardware and software components
Purchase, maintain and organize inventory for hardware and software licensing (IT assets)
Provide hands on technical support for internal customer issues including but not limited to workstations, cell phones, printers and telephones
Administer Active Directory accounts and groups
Management of internal software application
Support Office 365 Administration including patch management, email support and password resets
Conduct and monitor completion of weekly backups
Provide IT leadership date including creating and publishing metrics from service management system
Demonstrate knowledge of ITIL concepts and current technology protocols and standards
Create, maintain and review IT knowledge base and training materials
Collaborate with the other groups within IT to ensure handoff of customer issues, knowledge transfer and customer satisfaction
Focus on customer service with demonstrable experience in meeting and managing customer expectations
Establish effective and productive working relationships with staff at all levels
Plan, coordinate and participate in off-hour project requirements as well as on-call support
Understand, analyze and creatively solve problems through strong critical thinking skills
Communicate at various levels throughout the organization including written and verbal skills along with technical concepts
Working knowledge of Azure IaaS and PaaS services preferred
Experience installing, upgrading, and configuring multi-tier application software
Advanced knowledge of Windows operating systems and database structures
Strong, demonstrated problem solving skills
Experience with the following technologies: MS, Windows, Windows Serve, Active Directory, Remote Desktop Services, MS Office (O365), Outlook, Exchange concepts and troubleshooting
Scripting experience (Python, PowerShell, BASH) preferred
Strong understanding of web technologies and the components of web based applications
Working knowledge of Cisco call management and networking infrastructure in relationship to server infrastructure
Ability to maintain documentation for IT processes, procedures, trouble tickets, network configurations, hardware/software inventory and audit reports
Devon Energy, Houston, TX June 1999 – May 2012
IT Analyst, IT Sr. Analyst, IT Lead Analyst
Maintain various types of computer hardware including: PCs, laptops, servers, network, telecom, SCADA and mobile device equipment in Devon’s field office operations to minimizing downtime
Install various types of hardware and software for users
Analyze and diagnose second and third level problems reported by users
Track and update all problem calls through corporate tracking system
Assisted various Systems and Business Analysts to diagnose, repair, upgrade and maintain applications in the field
Traveled to various field offices 90% of the time to perform various end user support responsibilities
Rig support for the Southern and MidCon divisions
Resolve complex end-user issues in consultation with Sr. and Leady Analysts
Provided additional support to Service Center Analyst and Client Services Analysts
Develop and maintain Desktop Process documentation
Participated in on call rotation for entire company
Member of the Incident Command Team
Member of many large IT projects including: Desktop 2006 Migrations, Windows 7, Mobility, New Construction and NAFSiDE.
Shell Oil Co., Houston, TX January 1997 – March 2000
Technical Support Engineer/Tech Lead
Provide effective and timely support to PC clients/users within Shell
Hardware and software support providing installation, configuration, setup, hardware procurement consultation, hardware upgrades, component and peripheral installations, operating system conversions and upgrades
Technologies
Server Software
oMS Windows
oOracle
oSCCM
oMS Server
oAzure
oCitrix
oArcserve
oMaximo
oSharepoint
OS
oMicrosoft Windows XP,7,10
oMac OS X
Desktop/Web Applications
oMS Office
oTableau
oTibco SpotFire
oServiceNow
oSalesforce
oAdobe CS5
oCygnet
oWellView
oSiteView
oRigView
oProdView
oDIMS
oeVIN
oTOW
oOFM
Certifications
Dell Computer Training Course – Desktops and Laptops
Compaq Computer Training Course – Desktops and Laptops
A+ Certification
Novell Netware Course 526
oNetware 3 to Netware 4 update
Certificate of Excellence in Microsoft Certified Curriculum Course for Supporting Windows 95
Completed sixteen individual classes on beginning, intermediate and advanced Microsoft Windows (All), Microsoft Office (All)
Certificate for Windows 3.1 on understanding the architecture of the software and how to customize and individualize programs to suit true needs
Compaq Computer Training
Education
BS Electrons/Computer Science North Harris College, Houston, TX September 1983 – June 1986
University of Houston September 1987 – June 1993
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