Help Desk Customer Service
Resume:
JESSE LOPEZ
Houston, Texas 78070
********@*****.***
PROFESSIONAL EXPERIENCE
Contract Assignments: March 2020 – August 2023
Excell(COMPUCOM) Cigna Insurance Aug 23 – Aug 23
Help Desk - Setup for returning employees
Responsibilities:
Responsible for migration troubleshooting
Responsible for deploying hardware
Responsible for answering email hardware or software issues
Excell (COMPUCOM) Veolia, Tomball Feb 23 – May 23
Help Desk and Immigration
Responsibilities:
Responsible for installing and troubleshooting software. Microsoft Office 365
Responsible for migration troubleshooting
Responsible for responding to Service Now ticket resolutions
Responsible for answering email hardware or software issues
Goodwill Industries, Houston Nov 22 – Feb 23
Imaging and Help Desk
Responsibilities:
Responsible for installing and troubleshooting software. Office 365 suite
Re image laptops and Iphones
In take hardware from clients leaving company or exchanging hardware
Excell (Coke Cola – NorthPoint) Aug 22 - Oct 22
Imaging
Responsibilities:
Responsible for installing and troubleshooting software. Responsible for office 365 suite
Travel and install desktops at out-of-town location.
Replace and install desktops at Northpoint location
Image Desktops and Laptops
Completed project month ahead of schedule
Periodically help users walk-in the office for laptop support
GTS (Spring independent School District) Apr 22 - Mar 22
Help desk and Imaging
Responsibilities:
Responsible for installing and troubleshooting software.
Responsible for instructing teachers and students with applications.
Document & assign responsible parties or escalate issues to resolving hardware or software issues.
Diagnose & Troubleshooting Installation Issues per application
Eplus (Texas Children's Hospital) Dec 21 - Jan 22
Help Desk and Imaging
Responsibilities:
Responsible for migration and implementation of Windows 7 to Windows10
IInstalled and troubleshoot office 365 suite
Help Desk responsibility of directing client to password reset website
Document all call and assign calls to appropriate dept
Use Service Now (Knowledge base) to resolve or assign tickets to depts
Ispere (Spring Branch independent School District) Aug 21 - Sept 21
Hesk desk and support
Responsibilities:
Responsible for installing and troubleshooting software.
Responsible for instructing teachers and students with applications.
Document & assign responsible parties or escalate issues to resolving hardware or software issues.
Diagnose & Troubleshooting Installation Issues per application
Worked Help Desk to reset passwords, create temporary passwords
Cocolevio– Houston, San Antonio, Texas Mar 21 – May 21
Remote Desktop Support (Dell – Boeing)
Responsibilities:
Responsible for installing and troubleshooting software via remote control software (office 365)
Responsible for instructing customers with application via remote control software
Used ServiceNow to Document & assign responsible parties or escalate issues to resolving hardware or software issues.
Diagnose & Troubleshooting Installation Issues per application or Windows Registry.
Correct Performance Issues due to virus or incompatibility browser, or application
Format or Repair Workstations or Laptops
Map Network Drives, Assign and Configure Network Printers
Trouble shoot Connectivity wired workstation or wireless laptops issues.
Capable of interfacing with various clients
Stericycle (two-week contract) Mar 20
Responsibilities:
I would travel to various sites around houston to perform an in-place upgrade of Windows 7 to Windows10
In the years between – Provided care giver services to my family member. 2014 - 2018
BHP Billiton – Houston, TX Aug 13 – Mar 14
Desktop Support
Responsibilities:
Responsible for installing and troubleshooting software.
Responsible for instructing customers with applications.
Document & assign responsible parties or escalate issues to resolving hardware or software issues.
Diagnose & Troubleshooting Installation Issues per application or Windows Registry.
Correct Performance Issues due to virus or incompatibility browser, or application
Format or Repair Workstations or Laptops
Map Network Drives, Assign and Configure Network Printers
Trouble shoot Connectivity wired workstation or wireless laptops issues.
Capable of interfacing with various clients
Disable PXE before successful migration.
Ensure successful login into Domain.
Reboot Workstation or Laptop to insure booting from hard drive.
Document any issues with hardware or software issues.
Leave pamphlet on how to use Windows 7
Digisonics – Houston, TX Oct 12 – Aug 13
Desktop Support
Responsibilities:
Responsible for installing and troubleshooting Digisonics software.
Responsible for instructing customers with applications.
Document & assign responsible parties or escalate issues to resolving hardware or software issues.
Diagnose & Troubleshooting Installation Issues per application or Windows Registry.
Correct Performance Issues due to virus or incompatibility browser, or application
Format or Repair Workstations or Laptops
Map Network Drives, Assign and Configure Network Printers
Trouble shoot Connectivity wired workstation or wireless laptops issues.
Capable of interfacing with various clients from IT Administrators, Nurses, Doctors
Consultant Sept 11 - Aug 2012
Southwestern Energy, Houston, TX Aug 12
Windows 7 Consultant
Responsibilities:
Disable PXE after successful migration.
Ensure successful login into Domain
Reboot Workstation or Laptop to insure booting from Hard drive.
Document any issues with hardware or software issues.
Leave pamphlet on how to use Windows 7
Use Symantec Altris Deployment Solution to monitor progress of migrations.
South Texas Power Plant – Bay City, TX Jul 12
Exchange Server Analyst
Responsibilities:
Use Microsoft 2007 Exchange Management Console or Microsoft 2010 Exchange Management Console for migration Phase 1 migrating 1483 mailboxes from Outlook 2003 to Outlook 2010
Phase 2 migrating 500 cell phone users with Blackberry, iPhones, iPad, Androids.
Use Power Shell command to get status statistics and update completions of migrations.
Triage and document mailbox issues
Create documents to resolve mailbox migrations with error codes for Help Desk.
Inform and train Help Desk personnel the procedural documentations for mailbox issues.
Provide Desktop coverage in resolving mailbox migration issues via phone or desk side.
Escalate Mailbox migration unresolved issues to Lead Project Exchange Admin or Senior Network Admin
IBM – Houston, TX Feb 12 – Jul 12
Computer Analyst
Responsibilities:
Notify State Farm Agent 48 hours in advance to ensure shipped equipment has arrived for installation.
Run Company Scripts to Backup and Restore laptops, and triage issues.
Responsible for installing hardware and software at area State Farm offices in my district.
Configure and install Laptops and Printers, Alternate Backup Unit,
Document & assign responsible parties or escalate issues to resolving hardware or software issues.
Diagnose & Troubleshooting Installation Issues per application or Windows Registry.
Scheduled Fed Ex pick up returned equipment.
Leave documentation of procedures performed at office, new LAN printer, setting up Outlook email.
New Park Drilling – Woodlands, TX Sep 11 – Dec 11
Service Desk
Responsibilities:
Responsible for installing Oracle E-Business Suite to customers via TeamViewer remote control
Responsible for instructing customers with applications.
Document, assign responsible parties or escalate issues to resolving hardware or software issues.
Diagnose & Troubleshooting Installation Issues per application or Windows Registry
Correct Performance Issues due to virus or incompatibility browser, or application
Reset Passwords for Outlook or Network Passwords
Format or Repair Workstations or Laptops
Map Network Drives, Assign and Configure Network Printers
Trouble shoot Connectivity wired workstation or wireless laptops issues
Create PSTs for Email customers due to storage space notification via Exchange Administrator
City of Houston Legal Department – Houston, TX Aug 96 – Jun 11
LAN Specialist/Senior Computer Analyst
Responsibilities:
Responsible for 250 Users, operating under Windows NT 4.0, Microsoft Server 2003 Network across three remotes sites
Manage a team of 5 to 10 people on Help Desk and installing new desktops
Install and Configure HP Proliant Servers for Microsoft Domains or Active Directory membership
Responsible for Asset Management of Computer Equipment and removal for destruction.
Responsible for SAP Installations and Troubleshooting at the Desktop
Responsible for migration and implementation of Windows 7 and Microsoft Office Suite 2007
Responsible for creating LexisNexis accounts or troubleshooting.
Diagnose & Troubleshoot Network Connectivity from workstation or server back to Cisco box
Provide end user training for hardware or software, in addition troubleshoot & repair hardware or software issues. Attend Weekly Departmental Meetings for Software or Hardware issues
Responsible for Daily Backup and Restores of files for users.
Responsible for Notebook VPN training and configurations
Created Step by Step migration of workstations from Windows 95 to Windows XP.
Reconfigured Network Infrastructure for servers, desktops, and printers, from shared 10mps to 10/100 mps switched.
Responsible for Service packs, ROM patches and Virus Updates to Workstations and Servers
Create Users Accounts for NT Servers and Microsoft Servers, Email accounts
Used Symantec Ghost to configure workstations for Apps, Win95, Win98, Windows 7 in addition for TCP/IP for Internet Connectivity and SQL Server access
Setup Peer to Peer Network and Configure CD Tower for CD Sharing
Evaluate, recommend and project 5 year forecast for Future Migration path for hardware or software.
Supervision of two junior PC/Network technicians, addition yearly job performance evaluations
Communicate with Vendors, on requirements for ordering hardware or software, in compliance with the City of Houston Rules and Regulations
Responsible for Y2K testing and readiness for hardware and software issues
Winner of Eagle Award, 1' year with the firm, for outstanding job performance
City of Houston Planning & Development – Houston, TX 1993 – 1996
Computer Analyst
Responsibilities:
PC Support for Hardware & Software issues
Evaluate, recommend and install hardware or software, also provide end user training
Manage a team of 2 to 5 people on Help desk and installing software and hardware
Developed and installed First Departmental Peer to Peer Network
Installed First Bulletin Board System (Pre Internet) for file transfer, in the transmission of Plats
Troubleshoot & Repair hardware or software issues
Award for Developing Electronic Transfer of Files via modems (Pre Internet), saving $50,000 annually
TECHNICAL SKILLS
Hardware Experience: IBM 3090, IBM 3033, 370/168, 360/65 20, Xerox 9700 & 1200, IBM SYS/38, Harris 1600, IBLN4 XT/AT, Compaq Proliant 1000 &3000, Compaq Prosignia 200 & 800, Compaq Systempro, Compaq Deskpro 486, 386, 286, Compaq Deskpro EP 333 & 400,Gateway E3000, SMC Ultra Ethernet Interface card, SMC 3812 Concentrator, 3COvi 509 Interface card, 3COM l0/ 100 interface card, EAGLE NE2000 Interface card, 3COM FMS I 1 Concentrator, COLORADO Power Tape Backup, COLORADO Jumbo Tape Backup, U.S. Robotics Sportster Internal & external modems 14400 56K, Practical Peripherals External Modems 14400, Adaptec 1520, Seagate Scorpion 96 external tape backup, Compaq 20/35 & 35/70 DLT Tape Backup, ProCom Technology CD Tower, Cisco Switches 5509, 4500, Linksys E3000 Wireless Router, Verizon Pantech USB UL290, HP Office Jet 8000, 8500, 8600, IPAD, Blackberry Bold, Storm phones, Google Altrix 2
Software Experience: Novell Netware 3.11, 4.0, 4.11, 5 & 5.1, Windows NT Server 4.0, Microsoft Windows 2000, 2003, Lotus Ccmail 2.0 & 8.0, Lotus 123 Dos & Window Version, Harvard Graphics Dos & Windows Versions, Dbase III Plus, Dbase IV, Alpha IV, Paradox 3.5 7 for Windows, Freelance Plus, Wordperfect 5.1, 6.1,8.0 for Windows, Word for Windows 2.0, 6.0, 97, 2000, Windows 3.0, 3.11, 95, 98, NT, 2000, XP, Windows 7, DOS 5.0 & 6.22, PKZIP & PKUNZIP, 3.0, WINZIP 7.0, Xtree Gold, Major BBS Ver.6.2, Excel 4.0, 5.0, 97, 2000, Intel Proshare Conferencing Ver.1.5, Autovue for AutoCAD, AutoCAD for Windows ver.12, Microsoft Access 2.0, 2000, Netscape, Microsoft Explorer 3.0, 4.0,5.0,6.0.7.0.8.0 Seagate Backup Exec for Netware Ver.8.0, 8.5, Seagate Backup Exec for NT, Exchange, SQL, Westmate 7.0, Zenworks 1.0, 2.0, Symantec Ghost., Omni page 10, Cisco VPN Client, Net Motion Client, Microsoft Office 2000,2003, 2007, 2010,Microsoft Office 365, Microsoft Project, Visio Windows Virtual PC, LexisNexis, SAP Frontend Version 7.20, TeamViewer Ver. 5., Citrix, Numara Track-IT, Microsoft Exchange Server Console 2007, Microsoft Exchange Server Console 2010, Power Shell, Symantec Alitris Deployment Solution, Digiview, OB View, Gotomypc, Ammyy.com, Join.me,Logmein.com.,Dameware, Service Now,
EDUCATION
CTREC Education Center – Houston, TX
Implementing Microsoft Windows 2000 Professional & Server - 2002
Microsoft SQL Service Installation & Administration - 1999
Microsoft SQL Service Database Design - 2000
New Horizons Education Center – Houston, TX
Novell 4.x Installation and Administration - 1995
Microsoft NT Server Installation and Configuration - 1996
North Harris County College – Houston, TX - 1995
Introduction to TCP/IP
Compucom Education Center – Dallas, TX - 1993
Novell Training for Certified Network Engineer
University of Houston – Houston, TX - 1978
Bachelor of Science - Hotel & Restaurant Management
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