Desktop Support Office

Sandra Dyess

Telephone: 214-***-****

Email: *********@*****.***

To obtain a challenging position in the IT field with the possibility of career advancement.

Highly motivated with the ability to prioritize and manage a demanding caseload

Organized, resourceful and efficient

Performs well under pressure

Possesses excellent communication skills

EXPERIENCE

Megatel Homes, LLC 2019 – 2020

Dallas, Texas

Senior Desktop Support

Assisting Users via phone, email and deskside with technical issues.

Assisting users via TeamViewer to install printers/applications on their desktops remotely

Assist and install software applications.

Setting up onboarding as well as replacement equipment.

Setting up returned equipment for new use

Takes on projects as needed

Set up mobile devices (both Apple and Android), as well as resolving issues with mail and calendar on devices

Setting up iphones on MDM

Office 365 Administrator – setting up MFA/Passwords/Accounts

Active Directory Administrator – setting up accounts/resetting passwords

Pioneer Natural Resources 2013 – 2019

Irving, Texas

Senior Technical Support Analyst

Assisting Users via phone, email and deskside with technical issues.

Assist and install software applications.

Image/configure and deploy computer equipment using SCCM for new hires as well as replacement equipment.

Consistently keeps work within SLAs.

Follows up with each Incident/Task/Request in a timely manner.

As a member of the Deskside team diagnosing/troubleshooting/resolving issues including O365 and windows 7/10.

Takes on projects as needed, worked on companywide project as sole support.

Works on Macs that are in environment.

Vetting new hires and terminations in Service Now

Set up mobile devices (both Apple and Android), as well as resolving issues with mail and calendar on devices

File & ServeXpress 2012 – 2013

Irving, Texas

Customer Support Representative

Duties include assisting and troubleshooting proprietary e-filing software program for attorneys, paralegals, and other members of legal community across Texas and the District of Columbia.

Utilizing phone/chat/email with e-filing legal documents, resetting passwords, uploading documents, working on call as needed.

Scheduling Chat/Lunch/On Call for team.

Tech Team Global 2009 - 2012

Dallas, Texas

Systems Technician

Duties included utilizing computer-based knowledge to troubleshoot networking, hardware, software and proprietary application through various media, including chat, email, and telephone support.

Ernst & Young 2007 - 2009

Dallas, Texas

Jr. Support Manager

Pproviding first level support for company applications including GAMx, GAAIT PE, TAS, GRC and other applications as assigned.

Escalated as few calls as possible with 85% to 95% resolution rate.

Achieved and maintained highest call volume on team.

Created User Manuals for Training as new products were implemented.

Trained new hires on all products.

Excentus, Inc. 2006 - 2007

Irving, Texas

Customer Support Analyst

Duties included support of proprietary software oriented hardware for a fuel software company.

Diagnosed and troubleshot both POS and hardware via remote and phone support.

Scope of POS support included resetting modules, verifying promotions, and providing information on loyalty cards.

Duties also included assisting attendants via phone with various issues, including checking cables, connecting/disconnecting equipment, and clearing and completing transactions on the attendant interface.

Diamond Associates, Inc. 2006

Addison, Texas

Technical Support Representative

Duties included installing, configuring, troubleshooting and training of equitrac equipment in law firms.

Catalina Marketing Corp. 2001 - 2006

Addison, Texas

Field Service Technician

Duties included installation, repair and maintenance of Printers and PC for 100+ stores, as well as training personnel on equipment.

EDUCATION

Master’s Degree - Information Systems Management– DeVry University

Bachelor’s Degree - Computer Information Systems – University of Phoenix

CERTIFICATIONS

A + Certification

Network + Certification

MCP – Microsoft 70-271

SVC18 – Mac Service Certification

ACMT

ITIL Foundations v3

ACSP – in progress

SKILLS

Microsoft Office Suite

Office 365 - Administrator

Internet Explorer/Edge

Software Installs

Microsoft Outlook

Active Directory - Administrator

Mobile Devices – Android/Iphone/Ipad

Remote into computer using SCCM/RDP/Bomgar/Skype/Teamviewer

Service Now

References will be furnished upon request.

Contact this candidate