Information Technology/Help Desk/Help Desk Analyst/Help Desk Support
Resume:
Monica A. McCoy
adb7ym@r.postjobfree.com
Katy, TX ***49
www.linkedin.com/in/monica-mccoy-71045617
SUMMARY
*A dedicated and hardworking information technology professional with a solid background in network services, hardware/software, programming/applications development, training/development, computer operations, network administration, installations, troubleshooting, upgrades, and configurations.
*Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.
*Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.
TECHNOLOGY SUMMARY
Protocols:
TCP/IP, NetBeui, SMTP, SHCP, PRAS, DNS, IPX/SPX
Systems:
CICS/ISPF/Mainframe, UNIX, Windows 9X/NT/2000/XP/2K3, Novell NetWare, Mac OS
Databases:
Citrix, LANDesk, Oracle, SQL Server, ASP.NET, Microsoft Office Suite, McAfee Anti-Virus, Active Directory
Languages:
Visual Basic, SQL, HTML, ASP, CSS, C++, CGI, Perl, Java
Software:
Windows XP Professional, Windows 7
EXPERIENCE
RxSafe, LLC – San Diego, CA
IT Support Specialist I December 2017 – January 2020
Responds to Help Desk requests for assistance via phone, remote control tools, and in person if required.
Provides first-level contact and problem resolution for all users with hardware, software and applications problems.
Resolves as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases. Uses advanced troubleshooting skills. Courteously obtains and conveys concise problem information for external and internal service personnel. Provides accurate and timely logging of problems and resolution for problems in the ticketing system database. Escalates problems as appropriate following Help Desk procedures. Utilizes superior customer service skills. Ensure that all related work is performed properly, efficiently, and in a cost-effective manner. Ability to analyze and solve problems. Ability to gather data, create, compose, and edit written materials and reports. Highly self-motivated and able to work independently. Excellent attention to detail. Strong communication and interpersonal skills.
Technologies Used: Windows 7 and 10, SQL, OpenOffice, Zen Desk, Tettra, WebEx, Active Directory, and Team Viewer
PVAMU-OWENS-FRANKLIN HEALTH CENTER-Prairie View, TX
Information Specialist April 2017 – November 2017
Monitor networks for security breaches. Install software, and data encryption programs to protect sensitive information. Install hardware including pc, mac, and printer diagnosis and troubleshooting issues. Carry out their method of handling security issues. Assist computer users when they need to install new programs and teach them about new security products and procedures. Assist in maintaining a secure database and increase usability. Verify and update licensing, verify application requirements and hardware compatibility. Troubleshoot and resolve issues with wired and wireless access. Apply technical expertise to the implementation, monitoring and maintenance of the IT Systems.
Technologies Used: Windows 7 and Windows 10, Windows Server 2008 and 2012. LAN/WAN Technologies, Remote desktop and Active Directory.
ROYAL INDEPENDENT SCHOOL DISTRICT – Brookshire, TX
Substitute Teacher October 2006 – April 2017
Teach Pre-K through Twelfth Grade in event of absence of regular teacher. Interact with children and teach Social Studies, Science, Math, Language, and Physical Education, English I – IV, Technology Applications and Reading.
LUBY’S FUDDRUCKERS RESTURANTS, LLC
Help Desk Analyst July 2014 – September 2016
Provided front line support for end users on POS (point of sale) systems, kitchen terminals, back office computers, and printers which included installation, regular maintenance, and upgrades. Open, close and transfer tickets via Service Now. Assist Level 2 support with troubleshooting routers, WAP’s, and switches to include scheduling of service provider trouble calls. Support remote users with VPN connection, printer installation, email configuration and mobile device issues. Active Directory support to unlock and reset passwords. Testing of new software for POSI, TASK, and Siva POS systems.
Technologies Used: Active Directory, Citrix, Remote Desktop/ Assistance, Service Now, HP/Dell PC’s, Lenovo laptop/desktop systems, Windows 7 and XP, MS Office 2007, 2010, 2013
ACADEMY SPORTS & OUTDOORS – Katy, TX
IT Specialist June 2013 - July 2014
Software, hardware, and network assistance remote and onsite. Respond to, and update submitted customer tickets and request. Verify with the customer that issues have been resolved and document resolution in ticketing system. Monitor all IT systems (servers, network, desktops and laptops). Configure, troubleshoot, and perform regular maintenance on desktop/laptop computers. Interface with infrastructure, database, and development personnel. Actively contribute to ongoing process improvement. Engage third parties IT support partners, as necessary and escalate issues or outstanding activities requiring follow up. Travel to local stores to check network equipment and keep database updated with serial numbers. Onsite troubleshoot registers, scanners, price checkers, station phone, wireless phones, printers, and PC’s. Flash and program SpectraLink and Polycom Wireless phones. Rotate in a 24 hour on-call rotation.
Technologies Used: Active Directory, Citrix, Symantec, Remote Desktop/ Assistance, Service Now, HP/Dell PC’s, Windows 7 and XP, MS Office 2007, 2010, 2013
Robert Half International – Houston, TX
Technician September 2010 – April 2012
Working with Sarcom upgrading Back Office Firewalls in Houston area Jack in the Box Restaurants. Removing Cisco switches 871's and 877's from restaurants then installing Fortinet Firewalls, and HP 2510-24 Switches. Communicating with JBX Network Administrators to verify devices (BO-PC, CST, and OCS) before moving devices to new switch after verification the install is completed and the devices are tested.
Technologies Used: Active Directory, Remote Desktop/ Assistance, Service Now, HP/Dell PC’s, Windows 7 and XP, MS Office 2007, 2010
DB COMMUNICATIONS – Harker Heights, TX
Technician October 2010 – April 2012
Install and repair telecommunications equipment, including telephone, printers, medical devices, at customers' homes and businesses.
Technologies Used: Active Directory, Citrix, Remote Desktop/ Assistance, Service Now, HP/Dell PC’s, Windows 7 and XP, MS Office 2007, 2010, 2013
WAL-MART STORES, INC – Bentonville, Arkansas
Regional Technician June 2006 – April 2010
Terminated jacks and patch panels, performed fiber termination, and dressed cables into furniture. Pulled cable, installed ladder trays, and performed proper pathway installations. Terminated cable on cross connects, hubs, and routers. Used cable-testing equipment to troubleshoot problems. Provided end user support and software, hardware, and network assistance.
Technologies Used: Active Directory, Citrix, Symantec, Remote Desktop/ Assistance, Service Now, HP/Dell PC’s, Windows 7 and XP, MS Office 2007, 2010
TEXAS DEPARTMENT OF CRIMINAL JUSTICE – Huntsville, TX
Correctional Officer V February 1995 – October 2005
Searched for contraband and provided security, counts, and feeds. Overlooked offenders in housing and work. Delivered security for offenders performing skills, such as construction, laundry, food service, and various industrial/agricultural operations. Respond quickly to emergencies. Disseminated appropriate information to personnel unit and state wide. Complied with policies, procedures, rules, and regulations. Prepared and maintained records, forms, and reports. Served as radio operator for nit operations with organizational units throughout Texas. Read, reviewed, and applied information found in offender records properly related to offender’s health and safety and to security of the prison.
EDUCATION
AMERICAN INTERCONTINENTAL UNIVERSITY – Houston, TX, 2005
B.S. in Information Technology GPA: 3.1/4.0
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