Experienced Helpdesk Technician

Bryan Cheek **** West Park Dr

Garland, TX. *****

Cell 469-***-****

***********@*****.***

Career Summary Over 13 years experience supporting all Microsoft Office Applications and Microsoft Operating Systems such as Windows 95 - Vista, Windows Server 2000 – 2008, Microsoft SQL Server 2000 – 2008, Exchange Server 5.5 and higher, Lotus Applications, VPN software, various proprietary software and hardware packages, internet connection of all types. Handle email, incoming and outgoing calls from 50 - 80 calls a day on average. Use of several different call taking tools and knowledge bases.

Education Graduated Naaman Forest High School in 1994

1 year of college completed at Richland Community College. Major – Psychology

Comptia A+ Certification completed

Professional experience 3/2009 – 10/2009 The Archon Group (HLP Solutions) Las Colinas, TX

Technical Support

Advanced knowledge and use of Office 2003- 2007. Everyday use use of Exchange, Active Directory, SharePoint and RIM server software. Knowledge of various remote connection software. Excellent written and verbal communication skills, as well as strong people skills. Identify, troubleshoot, recreate, document, track, escalate, research and resolve issues. Ability to work independently and being highly productive and accurate with minimal guidance or supervision. Tested software fixes and implemented in customer's environment. Customized and used Remedy ticketing system. Solid organizational skills with ability to multi-task and prioritize. Extensive Desktop Technical implantation.

9/2007 – 1/2009 Corptax, LLC. Plano, TX

Technical Support

A founding member of the Tech Support team. Daily use of Microsoft SQL 2000 and 2005, Microsoft Server 2000 and 2005. Knowledge of various remote connection softwares. Excellent written and verbal communication skills, as well as strong people skills. Identify, troubleshoot, recreate, document, track, escalate, research and resolve issues. Ability to work independently and still make significant contributions to the team. Being highly productive and accurate with minimal guidance or supervision. Tested software fixes and implemented in customer's environment. Accurately used ticket tracking system. Solid organizational skills with ability to multi-task and prioritize. Worked closely with peers and Product Development on all aspects of support.

4/2006 – 9/2007 Property Automation Software Corporation Richardson, TX

Technical Support Representative

Knowledge of day-to-day accounting functions needed. Experience with Microsoft Access, Peachtree and QuickBooks. Knowledge of "GoToMeeting" or "PC Anywhere". Excellent written and verbal communication skills, as well as strong people skills. Identify, troubleshoot, recreate, document, track, escalate, research and resolve issues. Ability to work independently and being highly productive and accurate with minimal guidance or supervision. Tested software fixes and implemented in customer's environment. Accurately used ticket tracking system. Solid organizational skills with ability to multi-task and prioritize. Worked closely with peers and Product Development on all aspects of support.

12/2005 – 4/2006 KPMG IES Tech Support Dallas, TX

IES Tech Support Analyst

Application support via the telephone and email from a second/third level support center. Combination of both internal and external support. Provided troubleshooting support, resolving connectivity, browser, PC configuration, firewall, Internet and mainly proprietary software application issues. External resolution: 85 - 90% of customer issues on a web-based application. Primary role is web application support for company executives and other internal employees using internal Web-based applications and software. Experience resolving proprietary financial or accounting industry tax application issues using the following types of software: Peachtree, TurboTax, RIA, RIS, E&Y Gems, etc. Remedy used for call tracking. 24/7 support shop rotating 1st, 2nd, and 3rd shifts every week.

11/2005 – 12/2005 Bell Helicopter (Bravotech) Hurst, TX.

Level 2 Desktop Support

PC refresh project. Re-imaging old desktops and laptops and imaging new desktops and laptops. Delivery and replacement of said machines to all of Bell’s complexes in the Ft. Worth area. Imaging and installing new Unix servers to the complexes as well. Average weight of machine : 85lbs. Average weight of monitors: 75lbs.

9/2005 – 11/2005 Capgemini Energy (Sogeti) Dallas, TX

Consultant

This project focused on an assessment of the test process of a legacy billing system of a major utility. Conducted interviews with test team members and managers and transcribed them to soft copies. Created weekly scorecards to demonstrate goals reached and planned. Helped manage the project in accordance with the project plan. Identified “low-hanging fruit” (improvement opportunities) determined by TPI Key Checkpoints analysis. Helped design and manage the As-Is Maturity Matrices for both the Dallas and Bangalore offices of the client. Worked with the Project Lead to map short-, mid- and long-term test process improvement goals for the Capgemini Energy team (both locations). Drafted the assessment Final Report. Tools used included Microsoft Word 2003, Excel 2003, Project 2003, PowerPoint 2003 and Sogeti’s TPI tool (Excel).

3/2005 – 8/2005 TXU (Sogeti) Dallas, TX

Data Analyst

A short-term project to reconcile and analyze over 100,000 leased assets for TXU Energy to determine their disposition as to purchase, return, replace, or continue to lease. Interfaced with EDI billing system and matched to numerous asset management data sources including databases and spreadsheets for leased assets, LAN servers, computer replacement projects, procurement, and other systems. Unidentified assets required working with leasing vendors and researching manually to paper files. Helped map data sources into a combined Table Relationship Diagram that was circulated through several levels of CGE. Created categorization schema to identify disposition status of assets. Supervised 1 data researchers. Tools used included Microsoft Access 2000 & 2002 (using SQL and VB Script), Oracle, DB2, Visio, Excel, and other company based databases.

8/2004 – 3/2005 TXU (Sogeti) Mesquite, TX

Helpdesk Consultant

Corporate Internal Helpdesk Technical Support in a Call Center. Troubleshooting software included Lotus Notes 5, Windows (XP, 2000, NT4), all current Office applications including Word, Excel (macros included), PowerPoint, Access (macros included), Outlook and Project, Norton Antivirus, Tivoli Service Desk, Mainframe, Replicon, and several client related software packages. Various hardware issues including DVD-RW and CD-RW, hardware firewalls, cable modems, DSL connection and dial-ups while connecting through VPN software. Experiences with “drive-byes” and direct callers on a regular basis after contacts were made with troubleshooting calls. Worked on-call at least 2 weeks a month. Was rated for the executive lines and received several kudos for work with said executives.

3/2004 - 8/2004 ExxonMobil (Sogeti) Dallas, TX

Helpdesk Analyst

Corporate Internal Helpdesk Technical Support in a Call Center. Troubleshooting software included Lotus Notes 4.5 and 5, Windows (XP, 2000, NT4, 98, 95), all current Office applications including Word, Excel, PowerPoint and Access, Norton Antivirus, Remedy, Mainframe, SAP, Midrange, Ariba and several client related software packages. Various hardware issues including hardware firewalls, cable modems, DSL connection and dial-ups while connecting through VPN software. Experiences with “drive-byes” and direct callers.

10/2003 – 2/2004 ACS, Inc. Dallas, TX

Technical Engineer

Corporate Technical Support in a Call Center. Working on several contracts including Allegheny Ludlum, Bank of America, and the internal helpdesk. Troubleshooting software included Outlook versions 2000 – 2002, Outlook Express, Windows (XP, 2000, 98, 98SE, NT4), all current Office applications including Word, Excel, PowerPoint and Access, Peregrine software, some Mainframe and several client related software packages. Various hardware issues including hardware firewalls, cable modems, DSL connection and dial-ups while connecting through VPN software.

8/2003 - 9/2003 Microsoft Dallas, TX

Virus Control

Contract work. Control of viruses such as MBlast, Randex, Welchia, Nimda, Nachi, etc. Also fixed several system issues such as cryptographic errors and the Internet Connection Firewall provided in Windows XP. Troubleshooting included Outlook versions 2000 – 2002, Windows (XP, 2000, 98, 98SE, NT4). Various hardware issues including hardware firewalls, cable modems, DSL connection and dial-ups. Was in charge of bi-weekly training on Customer Service with the local contractors while working on this contract.

8/2000 - 4/2003 Compucom Inc. Dallas, TX.

Technical Engineer

Corporate Technical Support in a Call Center. Working on several contracts including Hewlett Packard, Fidelity Investments, and Agilent Technologies. Promoted to the internal helpdesk in December 2001. Troubleshooting software included Outlook versions 2000 – 2002, Outlook Express, GroupWise, cc: Mail, Windows (XP, 2000, 98, 98SE, NT4), all current Office applications and several client related software packages. Various hardware issues including hardware firewalls, cable modems, DSL connection and dial-ups. Was on training team regarding Customer Service. Was one of the original knowledge coaches that set up the Primus Knowledge Base. Worked directly on user’s laptops/desktops from HP, Compaq, Dell, and IBM. Experiences with “drive-bys” and direct executive callers.

11/1998 - 8/2000 Stream International Carrollton, TX

Technical Engineer

Customer Support Representative in a Call Center. Worked in 2 separate contracts. Troubleshooting hardware and software problems on PC and Mac. Mentor after 5 months. Troubleshooting software included Outlook 98 and 2000, Outlook Express, Windows (2000, 95, 98, 98SE, NT4), and all current Office applications including Word, Excel, PowerPoint and Access. Various hardware issues including hardware firewalls, cable modems, DSL connection and dial-ups. Had occasion to work on user’s laptops/desktops from HP, Compaq, Dell, eMachine, IBM, and several IBM clones.

1/1995 – 11/1998

Various non-IT related positions.

Professional memberships Eagle Scout, volunteer for American Red Cross Disaster Aid Team, American Red Cross certified First Aid & CPR instructor, Co-Youth Director and Sunday School teacher for 4 years. Active green belt in Taekwondo. Assistant Den Leader in Cub Scout Pack 161.

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