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Sr. Technical Support Analyst

Dallas, TX
March 30, 2021

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

Midland, TX 79701

Phone: 903-***-****


Quick learner with a passion for technology. Excellent communication and interpersonal skills in providing quality customer service. Strong work ethic, analytical and problem-solving skills and commitment to see projects through to completion.


Operating Systems

Windows XP, Windows 7/8/10, Vista, Windows NT/2000, MAC OS 10.x.x, Mac Mavericks 3.1, Server Windows Server, Active Directory, SCCM, Cisco Call Manager, Orion, Sharepoint, Cisco Meraki,

Tools, Excel connector for SalesForce, API Data loader or Jitterbit data loader, Salesforce for Outlook, Jira, Confluence, MS Office 2003/2010/203, Audio/Visual/, VPN, Apple Remote Desktop, LanDesk, TeamViwer,Citrix, Norton Ghost, Netboot server, Carbon Copy Cloner, Dual boot systems using Bootcamp, VMware and Parelles, Iphone/Treo/Blackberry/Motorola and Samsung handheld systems, QuarkXpress, Adobe Creative Suite (InDesign, PhotoShop, Illustrator, Acrobat), MASS360, SCCM Imaging, Active Directory Active Roles Interface, Microsoft System Center 2012 R2 Service/Configuration/Operations Manager, Remote Desktop, TeamViewer, Cisco Call Manager, Cisco Unity, Cisco Finesse, SolarWinds Orion, Absolute Compu Trace,


Desktop Administrator, Project Management, SalesForce Administrator, Agile development, Systems Analyst, Production Support, Document Management, Printer Managment.


CompTia A+

ITIL Foundation

CompTia Network +

CompTia Healthcare IT

Salesforce Administrator (201)

Apple Certified Associate - Mac Integration

Apple Certified Associate - Mac Management

Red Cross CPR and Basic First aid certification

H2S Gas Training and certification


Archrock - Midland, TX

01/2018 – Present

Senior Analyst Technical Support

Transferred to the Archrock Permian.

IT Professional, Providing daily technical support for twenty remote sites in four states, supporting over 400 users. Meet and provide updates and address concerns with Business Unit Directors, Operations Managers and Service Managers at each office / Region. Extensive traveling to remote offices for quarterly and/or project visits.

Support the two largest and busiest Archrock Business Units, Permian and Rockies with 400+ users, including 300+ Field Service Technicians.

Train and mentor new and existing Client Service IT teammates. Created and implement five day training program for new IT employees.

Chair monthly meeting with Client Support, Access Control and Third level teammates. Discuss ongoing issues, upcoming projects, policy and producers.

Go to and point person for troubleshooting Caterpillar Electronic Technician, Caterpillar Gas Engine Rating Pro, Waukesha ESP and E-comply, Ecom emissions programs.

Support, setup and deploy Archrock mobile devices (Apple iPhones), including adding profiles and downloading Archrock priority software and apps using Air Watch.

Lead remote team with life cycling Win 7 office computers with new Lenovo and Windows 10 operating system. Involving 53 remote offices and over 700+ users.

Ongoing - Leading field IT Client Service personal for refresh / life cycling 900+Windows 7, Getac V200 series rugged computing systems to new Getac K120 Windows 10 tablets with docking stations for Field Service Technicians. This includes building, setting up profiles, moving existing data, installing needed programs and training.

Archrock - Kilgore / Marshall, TX

07/2014 – 01/2018

Senior Analyst Technical Support

IT Professional, Providing daily technical support for twenty-eight remote sites in four states, supporting over 500 users. Meet and provide updates and address concerns with Business Unit Directors, Operations Managers and Service Managers at each office / Region.

Lead cost reduction for the Mid-South business unit by replacing several Xerox printers

with low volume to HP x476 network printers, thereby saving the business unit over 30k a year.

New hires setup within my support group, provisioning systems, phones, monitors, keyboard, ect. Provide day1 training on Archrock computer policies, printer setup,

how-to’s for SCCM app catalog, Voice Mail, e-mail, calendar, ext.

Locally managed all networks, including issues, upgrades, outages and replacement.

Point person for remote offices network upgrades outages and lifecycle project. Including, but not limited to, server, routers, switches, access points, including all building cabling and termination.

Support for System Center Configuration Manager (SCCM), repairing clients, software deployments, packaging, endpoint protection.

Support for SCCM Service Manager for ticketing of end user’s issues and Provance for all asset management.

Support Cisco Anyconnect VPN for all field and remote users. Troubleshooting connectively issues and restoring access.

Configuring Cisco IP phones using Cisco Unity Connection. Programing / building names and numbers, creating IPC soft phones.

Project lead on the Exterran / Archrock Company split. Migrating eight offices (500+users) in the North American offices to a new domain in anticipation of the company splitting in two.

System moves and rollouts. Site surveys for adding cooperate network to new buildings and offices.

Support and use CompUtrace to track usage, location, software changes / audits and also the ability to lock systems in case of theft or termination.

Participated in new printer rollout of Ricoh and HP printers while retiring all Xerox printers. Reviewed and signed off on all documentation for this project. Worked with the Printer Admin for default settings and creating printer alerts for low toner and needed maintenance, that would create a service manager ticket and funnel to the needed site support person.


02/2014 – 12/2014

IT Support

Contractor for IT assignments in the East Texas area.

Preforming service calls to financial institutions around the east Texas area.

Migration from Windows XP / Microsoft Office 2003 to Windows 7 / Microsoft Office 2010 for a Tyler, TX branch of an international Investment Bank.

Provided 1st day support for 24 migrated clients, including but not limited to helping each client set up their desktop, e-mail and access to their shared drive.

Answering questions and escalating major issues to the national helpdesk team.

Wiped all swapped out system of confidential data, packaged and made ready to ship.

Preforming maintenance and repairs on network and local printers.

System moves and rollouts. Site surveys for national retail stores.

Troubling shooting repairing/replacing software and hardware issues.


04/2012 - 12/2013

Project Manager, SalesForce Administrator

Managing software development projects with a development team. Integral in the In-house development, marketing, installation and configuration of Software Allies developed business software applications. Software Allies is a Salesforce Consulting and ISV Partner.

Point of contact For Project Stake Holders and Development team. In charge of gathering project Business requirements and transferring those requirements to our Developers in order to build viable solutions for our Clients.

Lead a team of developers in implementation of development of client's projects.

Including from concept development to final deployment and user testing.

Created Statement of Work for clients as well as having client calls to make sure the project was within the client's scope of requirements. Involved with several SalesForce Implementation for clients to completions.

SalesForce customizations/implementations, building SalesForce custom Objects, Fields (Architecture), workflows, validation rules, reports and dashboards.

Preformed Data migrations (Analyzing, Scrubbing, Cleansing, Importing, exporting, updating, or de-duping for all our migrations to SalesForce) with the use of Excel, the Excel connector for SalesForce, API Data loader or Jitterbit data loader.

Worked with in the Agile Methodologies for software development, utilizing Atlassian's Jira and Confluence.

IHELP - South Setauket, NY

06/2010 - 01/2012

Systems Analyst

Contractor providing onsite and remote services to various companies.

Virus/Malware removal and prevention, Operating system and program repairs, optimization and installation.

Hardware upgrades, i.e. Ram, Hard drive, Video card, etc.

Network (both wired and wireless) setups, upgrades and security checks.

Computer Backups (both manual and automated).

Security camera install and setups.

Audio/Video installs and configuration.


02/2008 - 10/2010

Senior Systems Analyst

Manager for three person IT department located in San Francisco (150+ clients). Daily support for Wired Magazine and website. Also support for Sales managers and assistants for other Conde Nast Magazine titles located in San Francisco.

Support of all Macintosh OS 10.x.x, and Windows XP/Vista/Windows 7, Windows Server and Active Directory.

Support VPN, Apple Remote Desktop, LanDesk, Citrix, Norton Ghost, Netboot server and Carbon Copy Cloner, Dual boot systems using Bootcamp, VMware and Parelles.

Provide support for Iphone/Treo/Blackberry/Motorola and Samsung handheld systems, including provisioning with Good Server software and remote clients.

Utilized Peoplesoft Helpdesk ticketing software.

Lead project to migrate Wired Magazine with 70+ users from Power PC Macintosh to Intel Macintosh utilizing 10.5.x and 10.6.x systems.

Locally managed all networks, including issues, upgrades, outages and replacement.

ZIFF DAVIS MEDIA - San Francisco, CA

03/2007 - 02/2008

Desktop Administrator

Lead support technician for two print publications: Electronic Gaming Monthly, Games for Windows and Ziff Davis 1up Network, which includes,,, and Support for all SF based Ziff Davis video and audio production utilizing Final Cut Pro Studio.

Support for Macintosh OS 10.x.x, including Intel Mac systems, Windows NT/2000 and Windows XP, Windows 2000 Server and Active Directory.

Support for VPN, Apple Remote Desktop, Citrix, Norton Ghost and Carbon Copy Cloner.

Support for Treo handheld systems, including provisioning with Good Server software.

Utilized Magic Helpdesk ticketing software.

Set up and onsite support of off-site network for week-long E3 (Video gaming conference) of 25 - 30 computer systems for 35 -40 users, plus laptop users.


02/2005 - 09/2006

Production Support Specialist

Oversee production workflow for seven magazines, custom publishing group; troubleshoot print ads (in-house and outside agencies), manage and maintain page layout and editorial software (upgrades, installations, troubleshooting); oversee production of digital magazines; evaluate and contract outside vendors (training, pre-press, workflow), create and monitor project budgets ($500,000 plus); monitor invoices from pre-press and peripheral vendors; interview candidates for production positions, chair weekly company production meeting (IT, production, editorial and art departments); attend magazine press checks.

Support for Macintosh OS (9.x - 10.4); QuarkXpress, Adobe Creative Suite (InDesign, PhotoShop, Illustrator, Acrobat) Microsoft Office (Word, Excel, Access, PowerPoint)

Implemented PDF X1A file format using Made to Print software

Lead project to migrated 10 magazines with 100+ users from QuarkXpress to Adobe Creative Suite (InDesign CS2 and Mac OS 9 to OS 10)

Streamlined electronic ad submission workflow (savings approximately $40,000 per year)

Implemented pre-flight server for submitted display ads reducing printing errors on client submitted ads.

Researched and submitted proposals for future projects (digital asset management and workflow systems, ad submission portal)

Upgraded and networked Impose page positioning program

Created specifications for X1A ad submissions (company Web site and SRDS)


01/2002 - 12/2004

Information Services Specialist

Monitor workflow in a deadline-driven environment for two daily newspapers; troubleshoot print ads (in-house and outside agencies); RIPs and film imaging units; provide support to editorial and production departments; perform server maintenance; data back-ups; classified billing; maintain pagination and editorial software, trained end-users (hardware and software).

Support for QuarkXpress, Adobe PhotoShop, Adobe Illustrator, Adobe PageMaker, Adobe Acrobat, Microsoft Office (Word, Excel, Access, PowerPoint), BaseView Server Editorial, NewsEdit Pro, and Merlin (photo archiving and retrieval server), Proficient in Macintosh OS (7x - 10x), Windows 3x, 95/98, and advanced working knowledge of Windows NT/2000 and Windows XP

Performed troubleshooting, repairs and upgrades to Mac & PC systems, including operating systems, applications, peripherals, hubs and network printers

Created and maintained disaster recover contingency program for offsite location


10/2000 - 10/2001

Apple Macintosh Support Contractor

Maintained and managed Macintosh systems (troubleshoot, repair, upgrade applications, peripherals, hubs, network and local printers); day-to-day interaction with internal and external clients in a deadline-oriented environment, trained end-users (hardware and software).

Successfully managed multiple tasks and priorities with overlapping deadlines.

Strong customer service orientation and demonstrated ability to work with clients.


InDesign CS2 (Quark to InDesign) training

Heidelberg USA training course, Princeton, NJ

Docutech training course, Terrytown, NY

Ongoing: Salesforce Admin certification. Attended several company and third party sponsored training workshops, seminars and demonstrations for new and existing software and hardware.

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