Anna Dowding-Suddeth

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

Katy, TX 77449

Mobile 281-***-****

ad3e9n@r.postjobfree.com

Telegram: @ADowdingSuddeth

OBJECTIVE:

The position I desire will often present the opportunity for me to expand my knowledge, as well as benefiting the company with my experience. I have learned that high-quality performance as well as strong work ethics ensures satisfaction with clients and end users. I have learned while working with different types of people, there is no matter of measuring needs as “big or small” and that there is no substitute for patient and friendly professionalism. I am resourceful, self-motivated, reliable, customer focused, and a team player.

I possess the ability to work with a variety of managers and take initiative as well as accept direction. I exude a professional attitude exercising confidentiality as appropriate. I am well organized with the ability to handle multiple assignments simultaneously and to prioritize. I possess the strong customer service skills it takes to balance technology and people. Effectively, professionally, and respectfully represent other information technology staff members, teams, and their services to the client community.

SOFTWARE/HARDWARE: Windows 10, Windows 11 Break \Fix, PC software\hardware troubleshooting skills. Microsoft Office and Office 365, Altiris TCP/IP, DHCP, DNS, Remedy,Outlook and Domain administration, Secureauth MFA, Citrix, Software deployment, Internet Explorer, Google Chrome, Edge, Lotus Notes, Zscaler, McAfee, WinZip, Dell & HP hardware, Active directory, Peregrine, VPN, Server administration, Routers, Matrix, FTP, SCCM, Landesk, Ivanti Management, Fujitsu, AutoCAD, Bluebeam, Kamel Fastlook, imaging, and configuration Smart phone support. WinDSX, Mojave. Adobe Pro suite, Syncplicity, DameWare, Delorme, Oracle, Microsoft Mobile devices, instant messaging software, MAC os, IOS, Landesk, Smart IT, Email systems, Quickbooks, Badge access software, Sage50 Cloud accounting, CYMA IV Accounting, MYOB Business Essentials, Libre Office, Sarbanes Oxley, OSHA and TSA security regulations and laws. As well as audit prevention of cases entered into main IT database.

Career History

Enterprise Products, Texas Monthly Magazine, Navitas (5/14-11/23) Houston TX (all owned by Epco) Senior IT Analyst

High Security environment-Phone, email and remote support companywide clients as well as vendors. Supporting Software and hardware of Windows 10 and Mac, network accounts, telephony and network connectivity, badge software and printers.

Provide support for all information technology products and services. Support may include answering questions, troubleshooting problems, training customers regarding software or hardware functionality and communicating policy. Determine the most effective manner to resolve technical issues.

Record required customer and problem information in the Remedy Call Ticket System or Smart IT Ticket system. Update tickets with appropriate journal entries of activities, and close tickets with resolution entered upon completion of the job.

Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution. Verifies that suggested solutions effectively resolve the client issues are recorded in the Knowledge base

Creates Technical documentation for knowledge base as well as technical writing for clients\users. Participates in related projects as assigned by supervisor.

Centerpoint Energy (12/13-3/14) Contract - Houston, TX

Mainly phone/remote/email support providing primary triage and first call resolution resolving 92+% of calls. Dispatching specialized, administrative or desk side calls to their respective queues. Desk side support when desk side staff not available or for walk in clients. Supporting 2010 office professional suite, exchange, SAP and proprietary programs.

JPMorgan - GTI Associate I.T. Support (8/13-11/13) Houston, TX

Second Level I.T. Support to first level triage staff. In-depth troubleshooting and root cause analysis. Network account and file security administration, Microsoft Office Suite 2010, Outlook, SharePoint, VPN, Blackberry, IPhone, IPad support and administration. Documenting process development and improvement. Technical writing for clients as well as support personnel. Training and mentorship. Remote desktop support by phone and remote access. Proprietary and repackaged software support. High security environmental support.

NCI Buildings Group - I.T. Analyst (12/11-07/13) Houston, TX

Helpdesk and Desktop\ Desk Side Support. Documenting knowledge “fixes and how to’s” Providing Phone, remote and desk side assistance in a Windows 7 and XP environment. Created, modified and terminated Network and software accounts, monitored nationwide network outages. Rotating after hours support per schedule. Supported Vertex, Oracle Administration, Network Support and security, VPN, Telephone and voicemail security, AutoCAD, SharePoint administration and proprietary software support

Technip - I.T. Support (08/11-12/11) Houston, TX

Windows OS support via phone remote ware and Desktop visit

VPN, Engineering application, HRIS, Printers, Laptop and Desktop, Network, Phone, IP Phone, Citrix support. Software deployment via Altiris and Remedy. Account and file security administration. High security environmental support.

HP (05/11-08/11) Houston, TX Dell Deployment Project at ExxonMobil (Post deployment Support)

Post XP to Windows 7 hardware /software refresh support troubleshooting issues arising from software and hardware conflicts. Installing Core 5 applications and configuring pc’s to accommodate each specific user.

Friedkin (Gulf States Toyota) - Helpdesk Desktop Support (11/10-05/11) Houston, TX

Office, home and field clients with VPN, Wi-Fi and network access. Supporting Operating system, standard and proprietary software. Software and update deployment, Account administration and troubleshooting.

JPMorgan Chase - Level II Remote desktop Support (01/09–11/10) Houston, TX

Supporting domestic and international clients, using remote desktop tools, Account and security administration. Application Support, hardware and software support. Microsoft Office 2007, DRA, ARS, AD, Outlook and Lotus notes 6.4, proprietary software, remote access VPN. Account membership & software distribution. High security environmental support.

Enbridge Energy (09/08–01/09) Houston, TX

Domestic and international clients, using remote desktop tools, Account and security administration. Application Support, hardware and software support. Microsoft Office 2003, DRA, ARS, AD, Outlook and Lotus notes 6.4, proprietary software, remote access VPN. Account membership & software distribution, High security environmental support.

Siemens\Morgan Stanley- Senior Executive Desk side Support (02/08-09/08) Houston, TX

Solely supporting over 100 High End clients. VP, MD, ED. Desk side support for Software and hardware issues. Hardware replacement, software installations. Winbuild computers, proprietary software support. Factset, Bloomberg, Coin, Infodisc updates, server backup management. Software licensing management and vendor invoice payment.

Support remote connections, Outlook 2004 Office 2003. Blackberry Support and Administration. Twiki Documentation.

Fayez Sarofim - Desktop Support (11/05-01/08) Houston TX

Administering rights to Outlook and Domain accounts Via Active Directory tools. Granted permissions to Domain accounts, distribution lists, Supporting Outlook and many extensive proprietary title programs. Supported Windows XP, Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Linux based Citrix environments and VPN (Virtual Private Networking). Support both hardware and software as well including Dell, HP, and IBM products. Proprietary Software. Procurement of software and managed software licensing database and vendor bill payment. High security environmental support.

Stewart Title Helpdesk\Desktop Support (04/05-10/05) Houston TX

Administering rights to Outlook and Domain accounts Via Active Directory tools.

Granted permissions to Domain accounts, distribution lists, Supporting Outlook and many extensive proprietary title programs. Supported Windows XP, Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Linux based Citrix environments and VPN (Virtual Private Networking).

Exxon Mobil- Helpdesk\Remote Support (08/03-04/05) Houston TX

Agent supporting a 24/7 Global Helpdesk that Services over 52 Countries in an Extremely High Security environment. Protecting high-end data. Supporting AutoCAD, Wellview, Triad, Internet based applications for well data transmissions, Lotus Notes 5.5 and 6.5 Windows NT as well as XP. Office Suite 97 as well as 2003. Practiced Safety (OSHA) standards and practices as well as OIMS standards of operations. Adding to and maintaining Knowledge base. Maintained Print Queues in Both LAN and Citrix Environments..

(2000-2003 independent consultant)

https://www.udemy.com/certificate/UC-W0CWXKYU/

https://www.udemy.com/certificate/UC-GR77422T/

https://www.udemy.com/certificate/UC-F3DFAB1Q/

Contact this candidate