Desktop Support Software

WORK EXPERIENCE

IT Helpdesk Analyst

Abrasive Products & Equipment - Pasadena, TX

November 2019 to April 2020

• Provide technical and operational support and maintenance for computers, applications and networks which will include troubleshooting hardware / software problems and recommending solutions to correct malfunctions.

• Manage help desk tickets

• Oversee Mobile Device Management (setup / repair / procurement / billing)

• Assist with purchasing of normal IT devices/services.

• Provide updates / reports to IT Manager.

• Keep IT documentation up to date.

• Investigate new products / technologies

• Manage PC setup and deployment for new employees using standard hardware, images and software.

• Analyze issues to identify, diagnose\triage, correlate related incidents

• Log, track and monitor all problems and requests.

• Take thorough notes in all tickets as they are being worked.

• Setting up new equipment and installing software.

• Participate in project activities as needed.

• Troubleshooting user problems over the phone and with remote control technologies

• Manage Active Directory user accounts (adds, changes, etc..) Desktop Support Analyst/Systems Administrator

Vanguard Truck Center - Houston, TX

September 2013 to November 2019

• 75% Hands on support, 25% Remote support; troubleshoot and resolve moderate to complex PC software and hardware issues for end users including Microsoft Office 2016 and 2019 suites

• Perform account administration such as unlocking and resetting passwords using Active Directory Users and Computers

• Deploy new workstations according to department needs, adding new users to active directory and to the network.

• Answering emails and help desk tickets as they come in.

• Troubleshooting Windows 7 and 10, Office 2016 and 2019, printers, Apple iPhones, iPads and Android devices.

• Keeping up with all new inventories such as new workstations, software and other office equipment. JAMELLE

DOUGLAS

Houston, TX 77084

*********@*****.***

832-***-****

To obtain an Information Technology position specifically dealing with troubleshooting and diagnosing end user's computer hardware, software, and network connectivity issues. Authorized to work in the US for any employer

• Installing and troubleshooting Volvo and Mack service software.

• Setting up and troubleshooting Cisco WebEx video conferencing hardware and software

• Managing multiple franchise location information technology needs by providing onsite service EDUCATION

Bachelor of Science in Computer Engineering Technology Prairie View A&M University

December 2010

SKILLS

Active Directory

Help Desk

Microsoft Windows

Network Support

LAN

Desktop Support

Computer Hardware

Software Troubleshooting

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