Desktop Support Office
Resume:
ROBERT LANCON
Sealy, Texas *****
*********@*****.***
SUMMARY
Solutions-focused, team oriented Senior Technical Support Analyst with broad-based experience and hands-on skill in successful implementation of highly effective Oil Field Services operations and the cost-effective management of innovative customer and technical support strategies. Proven ability to successfully analyze an organization’s critical support requirements, identify deficiencies and potential opportunities, and develop innovative solutions for increased reliability and improved productivity. Responds to and diagnoses complex problems for enterprise-managed applications and systems and/or hardware, software, and network problems. Specific expertise includes:
• Knowledge of business processes and IT industry trends and developments.
• Excellent communications and customer service skills. Project Management skills.
• Knowledge of Exchange/Outlook, Active Directory (AD), and WindowsXP-Win7 Server 2003- 2008. Skilled in the support of all Microsoft Office Suit. (Professional, 2003, 2007, 2010)
• Ability to multitask and prioritize assigned task organize IT projects.
• Willingness to accept new roles, challenges and grasp new or continuous changing concepts, technologies and processes as related to client-vendor environment.
TECHNICAL SKILL
Windows 9x/NT/2000/XP Desktop/Sever Windows Enterprise Platform- Baker Hughes Proprietary Applications Dell Certified – HP – Xerox –Ghost/WIM OEM imaging – restorations - Baker Hughes Continuous training – Helpdesk (Tivoli-CA-Unicenter-SeviceDesk Now) Security SEC compliance Veritas Backup (Server/Desktop) Remote control tools (Windows AD-Safe-Boot Client-Unicenter Remote) ChangemanagementProcessesMSCRM,Ciscophones,BlackberryAdmin,Win3.5,Win95,WinNT,WinXP,Office97, Office 2000,0ffice2003,Office 2007,SAP,Migrations/Deployments (all US/US Remote), Onbase, Dameware, Server 2003-2008, Win7, Office 2003-2010, Winimg, ghost, SAP 710/720, SAP(Optimus)acquisitions/delivery, Engineering Apps, A-CAD, solidworks, Teamcenter, envision
CAREER HISTORY
Baker Hughes (Servcomp) Houston, Tx Sept.12/1993 - Dec.3/1999
Baker Hughes Business Support Services, Houston, TX Dec. 3/1999 – June26/2009
Cameron International (Burnett Staffing) Houston, TX June28/2010 – May31/2013
Baker Hughes (Kelly Services) Houston, TX Aug. 19/2013 – January 30/2016
Sealy Precision February/2016 -- Present (part-time)
Anderson Glass May/2016 Present (part-time)
MFS Fabrication May2017 Present (part-time)
Baker Hughes Business Support Services -Senior Technical Support Analyst (III)
(9/12/1993-12/3/1999) – (12/3/1999-6/26/2009)
• Interacted with vendors and other functional teams to restore services and correct core problems.
• Handled and tracked routine incidents and problems escalated by the solutions center and provided resolutions.
• Configured and deployed hardware in accordance with agreed upon SLAs.
• Participated in on-call rotation. Independently developed approach to perform assignments, receiving technical guidance only on unusual or complex problems or issues
• Demonstrated technical competence within area of expertise. Advanced analytical and problem solving skills.
• Developed broad understanding of (Desktop-Server) computer hardware and software, including installation, configuration, management, troubleshooting, and local/remote offsite support
• Performed Software-Hardware reviews (new systems, versions, tools, applications) provided feedback with suggested change request to internal team members and outside vendors.
• Supported, managed of network printers, wiring closets, automated and manual data backups.
Cameron International – Sr. Desktop Support Analyst (6/28/2010 – 5/31/2013)
Support and delivery of AT&T/Verizon cellular devices, Support of HP/Toshiba products.
Participated as a Lead on the Acquisitions/delivery of Natco and LaTourneau in Houston/Mississippi. Support Major Divisions - Valves and Measurements, Drilling, Subseas Houston Remote and US Remote.
MS enterprise Apps including Winxp-Win7, Office 2003-2010, Outlook 97 -2010,VPN, new Domain migrations,Citrix migrations/Deployment.
Advanced analytical and problem solving skills, understanding of (Desktop-Server) computer hardware and software, including installation, configuration, management, troubleshooting, and local/remote offsite support.
Handled and tracked routine incidents and problems escalated by the solutions center (Cameron Helpdesk) and provided resolutions in a timely matter.
Managed machines, permissions, user rights w/Active Directory.
SAP 7,20 installations w/printer installations.
Hardware/Software Asset Management with internal stock control, documentation / decommissioning of obsolete assets w/3rd party vendors.
24/7 security clearance at all Cameron Facilities in Houston and local manufacturing sites w/included Waller, Brookshire and Meldrum ( Hobby Airport).
Dameware-Desktop remote, IM Communicator and Linx
Baker Hughes - Engineering Services Support (Aug. 19/2013 – January 30/2015)
Win7 w/Enterprise applications for Engineering migration locally and nationally-
McAfee EPO encryption ver. 4… 6 Smart Card, (ICC)Supported Eng. Services locally, nationally and worldwide Support Eng. Apps in AD, remote control. IM Permissions, rights in AD computer, user management Installed locally and remotely Eng. Applications
AutoCad, TeamCenter, Smarteam, Mathcad, Mathlab, Envision/Numberbook, Solidworks, DMSQuery64, Vault, Labview, 32/64 bit application, plus other apps that are getting replace or no longer supported
Sealy Precision (February/2015 --- Present) 979-***-****
supported Deliveries and Pickups of Machine Tooling, Manufactured parts, Oilfield Equipment. Loaded and unloaded transport trucks via forklift. Loaded and unload deliveries on company truck and Hot shot truck. Delivered parts via forklift and pallet lift inside busy machining area and outside storage racks. Handle all paperwork and maintenance of shop trucks and equipment. Worked weekends and out of town deliveries
Anderson Glass (May/2016 ---Present) 979-***-****
Installation of Glass and Mirrors in commercial and residual sites, new construction of windows, door entrances, showers. General glass replacement for picture frames and furniture tables
MFS Fabrication (May/2017 Present) 979-***-****
Hot shot delivers for oil field services manufactures, with completed product deliveries to oil field sites
Loaded unloaded deliveries via forklift/overhead crane
Associate of Arts, Applied Science, MTI-Microcomputer Institute 1989
PROFESSIONAL DEVELOPMENT
Dale Carnegie Effective Presentations, Total Quality Management, A Plus
Ms Windows 200*-****-**** Server,
Interviewing-More Then a Gut Feeling,
Effective Meetings and Facilitations, Core Values,
Dell Certifications-2003/Present, Ms Windows Xp-2006,
Customer Awareness 4c''s (Courtesy, Clarity, Commitment, Completion)
SEC Security Compliance, Mobile Computing, 2 Factor
AuthenticationSafe Boot HD Encryption,
Unicenter Remote Support,
Asset Change Management Process
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