Helpdesk

Herbert R Hughes Jr **** Cliff Creek Crossing, ***, Dallas, TX 75237

*******@*******.*** • Home 972-***-****

Help Desk Analyst

Summary

Help Desk Analyst with over ten years of experience providing technical assistance to business professionals.

My job duties consisted of interacting with the customer,vendors and management to ensure a high level of customer satisfaction.

I was engaged in identifying and resolving complex problems relating to product or service installation,hardware,software,updates configuration,operations and performance.

Areas of Professional Interest : Helpdesk Support, MVS Customer Service

Technical Summary

• Windows 95 - XP

• Hardware / Software installation and upgrades

• MS Office 95-2003

• MacAfee Antivirus

• Laptop and Desktop Support

• Customer Service Support

• Helpdesk Support Operations

• Lotus Notes

• Remedy / Managenow (Problem Ticket Support)

• Defining and managing SLAs

• VPN

• Cisco Unity

• Altiris

• Active Directory

• Postini

Comsys Contract Worker, Addison Texas

EDS Tape Operator 02/19 2009 - present

Mount tapes and CD's on Tape drives and Servers.

ACS Affiliated Computer Services, Inc Dallas, Texas

Technical Helpdesk Analyst 2008 to Present

Supported 711 Stores United States and Canada. Maintained problem ticket system to record and track customer calls and emails

Work with Franchisee and Store Managers to resolve store related issues. Some of the issues were power outages on the back office servers (ISP) .

Back office printers POS registers money order machines debit /credit pin pads gas pumps symbol scanners and mots .

Aided technicians with installing POS registers setting up the servers (ISP) that is life line of the store.

Updating SQL server 2005 databases working with technicians installing new equipment in model stores US and Canada.

Worked with AT&T to track down network related issues in the stores.

PDS Technical Services, Dallas, Texas

Help Desk Support Analyst 2007 to 2008

Supported Abercrombie & Fitch Enterprise provided assistance to computer users. Maintained problem ticket system to record and track customer calls and emails.

Setup VPN tokens for users to have remote access I also provided assistance in resetting tokens if they were out of sync.

I used Altiris to remote into a user's machine to troubleshoot problems and push out software that is needed by the user.

I was also able to unlock a user's account when they were denied access to the system.

I provided assistance when users had problems with Lotus Notes, resetting passwords pushed out software Cisco DUC to their machines when they had problems with voicemail.

I provided assistance when users needed to have their Network Drives mapped.

Maintained problem ticket system to record and track customer calls and emails for resolution or report issue to support teams.

IBM, Dallas , Texas 1993 to 2007

Help Desk Analyst

Supported newly formed Help desk function to provide assistance to computer user via telephone and email. Maintained problem ticket system to record and track customer calls and emails. Reported problems and complaints.

Assisted customers and IBM management/support teams with hardware and software problems,provided trouble shooting resolutions to avoid costly impact to the customer and other support teams. Performed maintenance of personal computers and peripheral equipment. Also conducted technical training demonstration.

Sears Technology Services, Dallas ,Texas 1990 to 1993

Tape Operations Team Lead

My job duties consisted of training and supervising the tape operations staff.

Also to ensure non stop daily operations for the customer.

Dean Witter Reynolds, Dallas,Texas 1987 to 1990

Computer Operator

Monitored production systems using a variety of tools, procedures and checklist

I was a MVS JES2 Master Console Operator.

I also Monitored production jobs that were processed on our systems.

Republic Bank Dallas , Dallas,Texas 1981 to 1987

IBM 3800 printer operator

I work in the print department of the bank processing bank statements for the customers.

I worked in the I O department processing documents to send to other departments of the bank.

Education

South Oak Cliff High School, Dallas,Texas 1981

H.S.

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