Technical Support Customer Service
Resume:
Patricia A Mitchell
***********@*****.***
Durango, CO 81301
Summary:
I would be a great fit for your Company because of my IT Special skills set.
Knowledge of most Microsoft programs, and most software programs.
I have experience in most technical support positions, of support in Database's.
I have over 20 years of Customer Service experience on variety levels
I have supported clients/ customers in many different environments, so change is easy for me to adapt to.
Work experience:
DigitcomElectronics Office Coordinator July 2024
Prepare Office Projects
●Received Shipments
●Manage office
Miller Middle School / Admin Assistant / Registrar - Durango, CO May 2024
●Register/ Enroll Students
●Update the Students Records
●Assist Students with daily questions
●Provide support to Administration
●Provide support to Teachers & staff members
Sr. Technical Office Manager Project
Affordable Touch of Class Construction Houston, TX May 2005
●Setup the office LAN/HUBS/Routers and offered Network and computer technical support to client office personnel, installed Business software and hardware.
●Assisted in the office with Accounts payable/receivable using QuickBooks
Guardian Angels Personal Care Provider PCP Worker Durango, Co January 2014 Providing Clients with Personal Care Service according to their needs
Durango Mall Retail Sales Durango, Colorado July 2014
●Home Décor Specialist Customer Sales
Helpdesk Analyst Contract BP OIL Houston, TX June 2010
Deep Water Horizon Oil Spill on the Gulf Of Mexico
●Response Team Call Center in Houston BP Corp. office supported calls on first response Team Lead
Helpdesk Analyst Agent for Allstate Roadside Insurance Houston, Tx July 2010
●Assist customers with MBR Accounts and Polices partaking needs
●Routed Tickets to Assigned Groups, provided answers to the public, and worked with customers’ work issues
Helpdesk Analyst KBR Engineering Houston, Tx 2008
●Used Peregrine helpdesk Tracking System to create trouble tickets for end-users and either assisting in solving with the issues or routing them to other departments
●WAN/LAN Supporting issues for end-users who worked directly with US Troops located in Iraq, Afghanistan, Perth, Baku, and London, Germany, Italy, and Africa
●Used Active Directory to reset user’s passwords and to verify user profiles for security levels
●Offered technical support for all software/hardware using remote access, mapped printers local on desktops LAN/HP Laser All in one 3500, 4000 Series and HP color, Software programs supported SAP, Lotus Notes 8.5 Microsoft Products, and Oracle
Kohls Manager for the Advertisement department Houston, TX 2007
●Managed a group of 10 employees for the Sales Advertising Dept. Our job was to make sure the sales ads were posted for the next day’s sales
Retail Sales Ross Department/Dress for Less Houston, TX 2006
●Received Truck / Merchandized
●Sales / Markdown Team
Technical Support Specialist Contract for Ajillon Consulting
Houston, Tx 2005 Team Lead for the Windows XP Migration Project
●Windows XP images issues and complaints
●Used Heat Tacking System for documenting tickets
Boeing Company Network Communication Analyst Houston, Tx 2004
●Migration Rollout Project for VOIP Cisco Phones using Clarify Tracking System
●Used Heat Helpdesk Tracking System for routing and documenting tickets
Provided client technical support issues
●Developed a WEB-Link that offered IT Technical Support for IT issues for Boeing external users that couldn’t get answers from the Helpdesk
●Supported an Engineering software tool that was designed to communicate and track data from Space Shuttle for JSC employees to analyze for updates if needed to the Space Station
Support Analyst Contract Shell Petrochem Migration Project Houston, Tx 2002
Used Heat Tracking System for creating trouble tickets in solving end-user’s issues
●Offered Technical Support for remote users that travel using Citrix, Telnet
●Password resets, login issues, LAN & WAN support w/software using Citrix
●Supported users using Gold Card profiles, roaming profiles logging in through
V-tunnel, broadband
●SPN, dial-up-networking, VPN, DSL, Microsoft Mail Exchange
Lyondell Refinery Support Analyst II Contract for Comsys Houston, TX Feb 2002
●Using Vantive tracking system for solving trouble tickets software for clients
●Worked Server Room with Network Ports, Switches, and restored files requests, and performed daily server data backups using Arcserve software, supported LAN printers with hardware upgrades and mapped on local desktops
Attorney at Law Independent Contractor Technical Consultant Houston, TX 2001
●Assisted in setting Attorney’s office Installed Routers, LAN, HUBS, hardware and software products
ENRON Process Coordinator Houston, Tx 2001
●Implementation Team for a new Helpdesk using Heat Tracking Ticketing System
●Technical support E-Commerce websites for Enron Traders that were Traveling
●Supported Network Issues, Microsoft packages, Lotus Notes 8.1, SAP and in-house software for Enron Trading on a On-line commodity site
New York State Electric Contract for CNG/NYSEG Support Analyst Hou. Tx. 2000
●Client support Remedy ticket tracking system support across WAN/LAN
●Supported network, software, hardware and issues upgrades and installs
●Used Remote Access, & PCAnywhere, Citrix, Lotus Notes, Microsoft Products, Exchange Mail
Cisco Router Network Support Analyst Houston, Tx 1999
●Contract for WANG Global Services using clarify ticketing tracking system
●Technical support for Cisco Enterprise call center on 4500 switches, routers
●Network support to LAN/WAN administrators on software configurations on traffic issues
●Consulting to LAN/ Admin. network routing for protocols and routers
●Password recovery, hardware troubleshooting and upgrades
●OS configuration upgrades, software/hardware upgrades
BAYER Pharmaceuticals Support Analyst Level II Houston, Tx 1999
●Level II technical support using remedy tracking system
●Second Technical support for Bayer’s internal helpdesk Novell and NT Platforms
●Supported technical network and software for clients using Lotus Notes Ver 6
ARCO Chemical Contract for NET-Tech Search Houston, Tx May 1998
IT Analyst Migration Rollout Project for Win95
●Coordinated the Win95 migration project for ARCO refinery sites
●Organized Training Coordinator for the Windows95 for the End-Users
●Implemented CBT’s online Program for users to participate after Migration
●Win95 installs to local desktops, configuring laptop and hardware upgrades
●Developed the Win95 tracking database system in Lotus Notes
●Troubleshoot Clients Win95 helpdesk trouble tickets issues
Consultant Technical for DNS CORP Second Baptist Tx December 1997
Migration contract to upgrade servers and Win95 Rollout
●Level II Support for 250 users on a Novell 3.12 environment
●Assisted with implementing a helpdesk center for SBC users
●Created the database for tracking helpdesk calls from end-users
●Provided customer support with all software / hardware issues
●Assisted with the migration from Novell to NT4.0 platform
●Created the standardize software for the desktop and user profiles
●Using SMS server rollout software packages Win95, Office95, etc.
●Assisted in the installation of the packages and testing process for SMS rollout
●Taught the Microsoft exchange mail class for SBC clients and end-users
Chevron Oil Support Analyst Level II Contract Houston, Tx May 1997
Used Remedy Tracking System Level II support for Chevron’s Centralized Helpdesk
Novell Platform
●Support with hardware and software issues using Vantive Helpdesk Software
Texaco OIL Support Analyst Level II Contract Houston, Tx May 1997
Desktop Support using Remedy Ticket Tracking System
●Level II technical support for the Migration Team rolling out Win95 and NT 4.0
●Configured and Installed Microsoft Exchange Mail, Lotus Notes, Office97
●Conversion team for deploying the client from Token ring to Ethernet
BHP Petroleum Contract for EMJAY Support Analyst Level II Houston, TX 1998
●Windows95 Migration Team on an NT Platform
●Provided Support of any technical issues with the deployment
American General Life Contract for EMJAY Houston, Tx 1998
Consultant Technical Support
●Migration Team for Lotus Notes Project
●Deployed end-users/data from one server to another
●Assisted in Notes installations and other software upgrades and problem issue
Enserch Energy Oil & Gas Houston, Tx 1997
Support Analyst Level II Contract for
●Level II Desktop support using Remedy Ticket Tracking for deployment of Win95 project
●Technical support for installations on desktop/laptops and other applications
Support for in-house software dedicated to the local Traders
VALIC / LIFE Insurance Contract for RHI Consulting Houston, Tx 1997
Technical Support Win95 Migration Project
Maintained of licensing for the Software Packages on the Production Server.
●Tested Batch files for the Windows 95 automated installs for deployment
●Second level technical support for end-users with the migration issues
NORTHROP GRUMMAN Aerospace Houston, Tx 1996
Server Administrator contract for BARRIOS Technology INC.
●LAN Administrator for two production file servers for the Financial Management Division at Johnson Space Center.
●Sever maintenance and Hardware or Software upgrades
●Daily data-back-ups using Arcserve software
●Managing and creating new/old user profiles and accounts, and file structures, print queues, administering passwords, etc.
●Setting up account restrictions and security access and monitoring profile data
●Responsible for monitoring and managing server memory usage
NASA Company Support Analyst Level II Houston, TX 1994
●Upgraded existing software on the Local Area Networks on Novell Platform
●Software upgrade installs and across the WAN
●Responsible for trouble shooting, configuration for TCP/IP connectivity and other protocols
●Using SMS software to enable logging on to client’s desktop to solve Issues
●Novell NetWare to administer password resets and maintaining user profiles
●Remote Access using Citrix Win frame
SKILL SET:
Software Applications:
WordPerfect Office Suite, Telnet, Rumba, Vantive
Windows 2000, Microsoft Office Suite 95 & 97, All Windows Operating Versions
Remote Access, Xwindows, Ipass Connect, Blackberry, PC Assembly and Diagnostic Testing, Active Directory, Windows 2000
Internet Explorer, GroupWise Mail, Netscape
PC Anywhere, Lotus Office Suite, Microsoft Outlook
DOS. Applications, Office Professional 2000
Helpdesk Applications:
Remedy, Telnet 3270Emulation, Utopia, Clarify, Peregrine, Altiris, Heat,
SERVER:
Novell NetWare, Protocols: TCP/IP, HUB, Token Ring, SMS Server WinXP Server
IGRP/EIGRP, DHCP
Microsoft Exchange Mail,
NT Sever & Client Administration, Lotus Notes Server, Active Directory
and Apple Products, Arcserve Backup Software, LAN Audit
Lanlizer Backup Server Software Operating Systems
DATABASE / NETWORK SOFTWARE:
Lotus Notes, NOVELL-Server, NT Server
DBASE III+, AS400, Citrix, Oracle. SAP
and Ethernet. Hardware, SQL, Cisco Routers
PC Desktops/Laptops, RIP, Computer Networking
IPX/SPX, OSPF, Nortel VPN
Education:
San Jacinth College Networking
Houston, Tx June 1996
Science Degree in Computer Information Technology
Microcomputer Technology Institute
Houston, Tx June 1992
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