Karl Cerf

Humble TX *****

832-***-**** ad5cf4@r.postjobfree.com LinkedIn: https://www.linkedin.com/in/karl-cerf-9b255391/

Well-established and hands-on IT Professional. Professional experience includes: Sr. Desktop Support Analyst, Help Desk Analyst, and Active Directory.

SKILLS

Technical Skills

Operating Systems: Windows 8, Windows 7, WinXP, Vista, Mac OS

Programming Languages: c++

Windows Server: Windows server 2000, 2003, 2008, Active Directory

Network Technologies:

Security: Cyber security

Hardware: Desktop/Laptop: HP, Lenovo, DELL, Compaq, Printers, Routers,

Software/Applications/Tools: Project management, Business Analysis, Google docs, SharePoint, Microsoft Office (M365 suite, Microsoft SCCM, Remedy, Altiris, LanDesk, Tivoli, Lotus Notes r5 to r8, CRM Support (SalesForce.com), CITRIX, Azure, ServiceNow, Epic, 10key, data entry, 50wpm, Exchange and Active Directory, Platform: Fedility

EDUCATION

Security IT Associate Program (CompTIA A+, Net+, Sec+) New Horizons Computer Learning Center, Houston, TX

10/30/2023 - Present H&R Block (Seasonal)

Field Technology Support Rep

•Active Directory Password reset and unlock

•Troubleshoot Printers, software, and hardware issues

•Troubleshoot with MS Office 365 install, features, and email.

•Saleforce ticket system

•Workcenter and Blockworks Tax Software

08/29/2022 – 08/22/2023 Robert Half-Remote (Contract)

Providence Health

Technical Support Rep

• Active Directory /Password reset, unlock, enable accounts/

• Troubleshoot Printers, software, and hardware issues

• Healthstream, Kronos and Genesis software issues.

• Troubleshoot Vpn (Global Protect) issues

• Troubleshoot with MS Office 365 install, features, and email.

• Created ServiceNow tickets

• Use Azure to create Multi-Factor Authentication

• Epic login support issues and access support

• Data entry of information

6/15/2022 -08/29/2022 Unemployement Period

03/21/2022 - 06/15/2022 Cross Country Health - Remote

Junier Recruiter –Traveling Nurses

. Data Entry

• Assist with Recruitment of Nurse

• Created new profiles

• Obtain Nurses license

• Prepare Pay and Per Diem

• Prepaire Work History, References, and Run Audits

09/2021 - 03/2022 Covid Clinic - Remote(Contract)

Customer service Rep

• Assist with Testing site

• Assist with insurance questions

• Assist with with types of test

06/2019 - 8/2021 Teleperformance-Remote(Contract)

Technical Support Rep - Apple

• Resolve applications, hardware issues and software.

• Resolve Iphone, Apple Watch, iMac Issues

• Analyze software issues

•

3/2017 – 06/2019 Quality Control Manager

S4 Communications

• Observe inbound calls

• Provide feedback to agents

• Coach agents on feedback

09/2016 – 03/2017, Technical Support Tech(Contract)

Spotlight – Freelance, Houston, TX

• Resolve application issues

• Configure network

• Troubleshoot hardware and software issues

11/2015 – 09/2016, Technical Support Representative

Entouch Systems, Houston, TX

Promote alternative products or services

Analyze independently to resolve customer inquiries, problems, or complaints

Analyze, diagnose, and resolve internet issues

Analyze, diagnose, and resolve phone issues

Analyze, diagnose, and resolve home security issues

Analyze, diagnose, and resolve cable issues

10/2012-10/2015, Helpdesk Support(Contract)

Collabra -JP Morgan Chase- Virtual Desktop Infrastructure (VDI), (Houston, TX)

Provide Virtual Desktop Infrastructure support

Resolve Hardware and Software isues.

Setup remote connections and troubleshoot

Facilitate local deployment of software and hardware rollout

Troubleshoot Outlook issues

Create Peregrine tickets

Saleforce

09/2012-10/2012, System Network Analyst (Contract)

Taylor Smith Consulting - Houston Housing Authority, Houston, TX

Create profiles in Active Directory/2008

Exchange 2007 Server

Setup Outlook Users in Exchange Server

Troubleshoot Network issues

Knowledge of development/scripting tools (i.e., Excel, VBA, Java, Power Shell, MS Power Platform

Perform post-resolution and follow-up to Track-it work orders

Install and configure network hardware (printers, routers, pc etc)

Cloud emails and able to access thru a web-based service

Resolved hardware and software issues

01/2007-09/2015, IT Support

Thomas and Thomas Law Firm, Houston, TX

Deployed Weekly Backups For Data

Deployed Software and Hardware support

Implemented Wireless Network and security

Troubleshooted Hardware and Software issues

Implementation of Website

Email setup

Active Directory

Break/fix

Install/Confit

10/2009-01/2012, Target Protection Specialist

Target Super Store, Houston, TX

10/2006-12/2008, Help Desk Support

Geek Squad, Humble, TX

Provide Clients a solution to pc problems

Diagnose Virus Symptoms and resolve issue

Diagnoses Software and Hardware Issues

Diagnose Networking and Wireless issues

06/2004-07/2006, Help Desk Support

Convergys, Houston, TX

Troubleshooting Websites

Configuring Domain Emails

Assisting in Transferring Domains

Support in Website Building

3/1997-04/2004, Operations Support Technician

Harris County Tax Office, Houston, TX

Accomplishments: created and maintained an Access DB for Asset Management Tracking.

The support SLA consists of a 15min response time with a 2hr problem resolution supporting 800 associates in a mixed Win 2000 and Wimp environments.

Repaired Network, PCs, Software and Server Problems

Deployed and Image Computers and Setup TCP/IP / Setup Networks and dial-up and VPN

Troubleshot issues using Altiris, Ghost, and Vnc

Responsible for backup and restore

Implemented Network Infrastructure

Data Transfer, Routine Backups, Password Resets, Administrating Network logins

Desktop Support, Remedy / MicroSoft Office 2000, XP, 2003

Wireless Connectivity, LAN, WAN, Cabling, Network Printers

Upgrading Standard Images, Win 2000, WinXP

PC/Laptop Hardware Support, Hand Held Device Support, PC/Laptop Memory Upgrades

Security Patches, Security Updates and Virus Removal, Software Patches

Microsoft Exchange

Active Directory Nt/2000/2003

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