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Customer Service Desktop Support

Houston, TX
November 05, 2019

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

Phone: 832-***-****


Analytical technical support representative adept at resolving complex issues.

Critical thinker who addresses customer issues quickly and who consistently exceeds performance standards.

Levelheaded and calm in stressful situations with well-developed customer service skills.

Utilized ServiceNow and Connectwise Ticketing Systems.

Adequate with active directory to unlock and resetting user passwords and restoring stale computers.

VPN support for multiple systems including pulsesecure and cisco anyconnect.

Sam Houston State University Huntsville, TX Bachelor of Business Administration Management Information Systems

Previously A+ and Network+ Certified.

Local Candidate Immediate Availability for Interview and Assignment.


COMPUTEX HOUSTON, TX January 2019 - June 2019

Desktop Support

Responsible for monitoring managed client networks.

Level 1 support for network alerts and responsible for escalation as needed.

Proactive maintenance of network devices.

Generation of monthly usage and ticket reports for client needs.

Diagnose and resolve technical hardware and software issues.

Responds to user support tickets over the phone and via e-mail/portal in a timely manner.

Coordinates with vendors and service providers regarding hardware and software support issues.

TECHNIP FMC HOUSTON, TX January 2018 – October 2018

Service Desk Agent

•Supported TechnipFMC Corporate users on all Application and Network issues by Resolving first and second Level for most Desktop Hardware/ software which included but not limited to all Version of Windows Operating System and Network devices.

•Troubleshoot basic IT services as needed and assist users with reported issues.

•Tracked all issues and ensured timely resolution of problems, reducing response time from 24 hours to immediate.

•Provided configuration support for both Microsoft Office Suite, SAP and Engineering Application.

•Supported Local and remote user to gain Network Access even with most limited resources.

•Supported Windows/Active Directory Environment and System Center Configuration Manager SCCM.

•Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.

•Support for iPhones, iPads, Mac Book, Toughbook, laptops, Desktops, Other Tablet Tablets.

•Worked on different IT projects as requested such as Office 365 User migration, cisco call manager to Skype for Business.

•Provided exceptional customer service on a daily basis, including taking extra steps towards ensuring the end user is 100% satisfied.

MICROSEMI HOUSTON, TX July 2017 – September 2017

IT Lab Tech

•Maintained servers, switches, routers, monitors, and various other specialized equipment

•Conducted tests to identify and fix faults in a computer/network system.

•Software installation/updates, system flashing, and hardware maintenance

•Performed basic repair of damaged or faulty equipment and devices

ALLTECH HOME HEALTH INC. HOUSTON, TX September 2015 – October 2016

IT Support Analyst

•Used ticketing system to resolve help desk issues including troubleshooting hardware and software issues.

•Installed and configured computer hardware operating systems and applications.

•Troubleshot system and network problems and diagnosing and solving hardware or software faults.

•Installation and configuration of network printers.


Sam Houston State University Huntsville, TX

Bachelor of Business Administration Management Information Systems


CompTIA A+

ITIL 4 Foundations

ServiceNow Certified Administration For Beginners

Active Directory & Group Policy

NETWORK+ (expired)

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