Help Desk Support

PROFESSIONAL SUMMARY: I have worked fifteen + years as an Information Technology (IT) professional. This enables me to utilize my extensive experience as an IT professional to be an asset to any company that requires IT assistance. My ability as a “people” person that uses tact, diplomacy, and with an affable personality; allows me to display my work ethics as a diligent, conscientious, and hardworking employee.

Employment History:

Department of the Treasury – Bureau of Engraving and Printing 12/13/2021 - Present

Work Schedule – Tuesday – Saturday 10pm-6:30am (changed approx. 2 weeks ago.) Forty hours per week.

Previous work schedule – Monday - Friday 6:30am-3:00pm (Maintained schedule for over one year. Forty hours per week plus overtime.

Currently provide Tier II Help Desk Support for Internal customers and employees.

Reset Active Directory account passwords whenever users request, after ascertaining the identity of the user. Confer with higher tier technicians to provide expedited support when the need arises. Provide escalation/routing of trouble tickets when needed. Inform IT management to recurring problems and patterns of problems that may impact customers. Update and maintain the Technical Knowledgebase whenever a change is necessary, to keep the team abreast of solutions. Strong written and verbal communication skills, with a talent for explaining intricate concepts to non-technical audiences. Skilled in identifying issues and implementing effective problem-solving solutions.

Boeing Distribution (Formally Aviall Inc) 01/10/2020 – 12/06/2021

Provided Tier II Help Desk Support for Internal customers and employees.

Reset Active Directory account passwords whenever users requested, after ascertaining the identity of the user. Conferred with higher tier technicians to provide expedited support when the need arose. Provided escalation/routing of trouble tickets when needed. Informed IT management to recurring problems and patterns of problems that may impact customers. Updated and maintained the Technical Knowledgebase whenever a change was necessary, to keep the team abreast of solutions.

Foodtronix 02/01/2019 – 08/01/2019

Resolved technical problems and answered queries by telephone or a self-service ticket in support of Point-of-Sale hardware and software. Diagnosed Structured Query Language (SQL), network and printer errors, remotely and onsite. Implemented a training program for new-hires and updated training documents.

Agensys Corporation 10/03/2017 – 02/01/2019

Worked in a fast-paced environment to provide rapid and accurate answers to individuals affected by a natural disaster, telephonically, regarding Internet and web-based systems. Performed account password administration and created new user accounts when necessary.

CSRA 04/01/2016 – 10/01/2017

Resolved technical problems and answered queries by telephone or a self-service ticket in support of internal and/or external customer’s computer hardware, software, network, system/application access, and telecommunications systems. Diagnosed, identified, isolated, and analyzed problems utilizing historical database records. Assisted in implementing a training program for new-hires, using PowerPoint. Configured a proprietary piece of software to work with Windows 10 and updated the installation manual for that software.

Lockheed Martin 02/01/2014 – 04/01/2016

Responsibilities included desk side support, answering calls, logging calls in a ticketing system, and providing the customers with rapid, accurate answers. Addressed support requests received over the phone, email, and web-based systems. Performed account administration using Active Directory to create new user and administrative accounts as needed. Developed, maintained, and executed standard Help Desk operating procedures. Provided a single identified point of contact for all Help Desk related inquiries. Assisted in maintaining and updating an internal Knowledgebase.

Volt Technical Services – Fort Worth, TX 05/12/2012 – 02/01/2014

Duties included providing client focused IT Help Desk Support in a dynamic and diverse environment. This required a knowledge of multiple operating systems including Windows 7 and Windows XP and various applications including proprietary server and desktop applications. I was promoted to a mentoring role and assisted other technicians to provide faster response times to clientele.

User Friendly Computer Consultants – Colleyville, TX 2003 – 2012

Lead Technician responsible for management and training of company technicians. Provided Onsite, Remote, and Service Center troubleshooting of PCs, peripherals, servers, and networks for business and residential clients. Saved clients downtime and repair costs by scheduling routine and preventive maintenance. Familiar with imaging software used to clone hard drives and recover essential client data. Built relationships with new clients while retaining existing clients by providing excellent on-site troubleshooting and technical support.

Lacerte Software – Dallas, TX 2000 – 2003

Coordinated with CPAs and Accountants to install and use Lacerte software as well as maintained their database of clients. Support was phone based and required strong verbal communications skills and a working knowledge of Windows 95, Windows 98, Windows ME, and Windows NT.

Stream International – Carrollton, TX 1997 – 2000

Was responsible for assisting customers to connect to the Internet with a major Internet Service Provider on both Windows and Macintosh platforms. Support was phone based and required good customer service skills as well as a working knowledge of multiple operating systems.

Education:

Grapevine High School (GHS)– Grapevine, TX 1990 –1994

•High School Diploma

•Most Outstanding Vocational GHS Student in Computer Maintenance /Repair

Certifications:

Microsoft Certified Professional – Windows 2000 Professional

CompTIA A +

Networking +

Security +

Technical Skills:

Operating Systems

MS Windows Server 2000, 2003, 2008, 2013, and Small Business Server

oIncluding server installation, setup, configuration, and troubleshooting

MS Windows (Win 98, Win XP Pro, Vista, Windows 7, Windows 8, and Windows 10/11)

Linux (Debian 6.0)

Hardware

Servers, Hubs, Routers, Managed Switches, and PC’s

Software

Microsoft Office Suite 2003, 2007, 2010, 2013, and Office 365

Commit CRM, ACT, and QuickBooks 2009 and above

BMC Remedy

Service Now

Networking

Topology: BNC, Star, and Ring

Protocols: TCP/IP, IPX/SPX/NetBIOS, DNS, and DHCP

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