Technology Support Specialist

STEWART A. JENKINS

***** ****** ******* **** . ****, TX 77494 . Email: **************@*****.*** . Phone: 281-***-****

Desktop Support Technician/Help Desk Analyst

SUMMARY: Highly skilled, results-driven professional with experience providing technical assistance to business professionals. Demonstrated ability to integrate computer skills, customer support experience, and related education to exceed technical, business, and customer requirements. Skilled at troubleshooting and fixing problems while maintaining positive customer and business relationships.

TECHNICAL SKILLS

Software: Windows 2000 Server and Workstation, Windows XP, MS Office 2000/2003 (Excel, Word, PowerPoint, and Access), MS Exchange/Outlook Administration, Lotus Notes, VPN, Active Directory, MS Outlook and Outlook Express, Internet, Anti-Virus Software, application support, OS installations, customizing Windows, and data communications.

Hardware: Installed, configured and troubleshoot hardware, NIC, Video card, Modems, Memory, System boards, Hard Drive, Floppy Drive, I/O Devices, CD-Rom, power supplies, CPU’s, Soundcards, monitors and printers. Implement preventative maintenance plans, configure data storage devices, and optimize memory.

EDUCATION

• B.A. Business Administration, LeTourneau University, Houston, TX, May 2002

PROFESSIONAL EXPERIENCE

Desktop Support Analyst – North Cypress Medical Center, Houston, TX, Jan. 2008 - Present

• Perform a variety of duties in support of computer, network (LAN/WAN), and/or client server technologies.

• Serve as 2nd-level knowledge base for issues escalated from 1st-level desktop team.

• Work on a variety of day-to-day infrastructure projects that include multiple technologies and healthcare business scenarios.

• Support of Windows Active Directory environment.

Helpdesk Analyst – IT Support – Getronics, Houston, TX, July 2006 – Jan. 2008

• Provide day-to-day hardware/software/network support for 200+ end users in the following areas: Windows (NT- 2000-XP), MS Office, Microsoft Outlook, Lotus Notes, Blackberry, and Remote VPN Connectivity

• Process and complete procurement requests for new hardware/software.

• Troubleshoot and independently resolve complex PC problems involving hardware, software, printing, & networking.

• Assist with expanding the help desk’s internal support knowledge base.

Application Support Specialist (Contract) – Epoch Well Services, Houston, TX, May 2006 – July 2006

• Provide PC and proprietary software support via phone and remote diagnostics to field locations in the Oil and Gas exploration industry.

• Support rig activity and daily well status reports on proprietary software package which communicates to instrumentation equipment on the rig.

• Work directly with company subsidiaries to customize, train, and implement customized versions of the applications as required by individual business units.

Database Coordinator (Contract) – Exxon Mobil Corporation, Houston, TX, Mar. 2006 – May 2006

• Review, evaluate, design, implement and maintain New Operations group’s oil rig start-up database in Microsoft Access; Write/run queries on demand for complex data sets.

• Prepare quarterly reports based on database records for monitoring and tracking of tasks/activities involved in oil rig start-up.

• Serve as a point of contact for users; receive calls from users regarding changes to their records in the database.

Desktop Support Technician (Contract) – United Way, Houston, TX, Dec. 2005 – Mar. 2006

• Installing and configuring hard drives, video cards, sound cards, network cards and other hardware devices and troubleshooting and upgrading faulty equipment as needed.

• Installing, upgrading, and maintaining Windows XP operating systems as well as a variety of applications including MS Office 2003 suite.

• Travel around the metropolitan area daily to provide technical support to affiliates of the United Way

• Use Active Directory to set up user accounts and enforce company policies.

Help Desk Analyst (Contract) – Shell Oil, Houston, TX, Oct. 2005 – Dec. 2005

• Resolve and track user requests received over the phone, through email and voicemail promptly, courteously and within the established time frame.

• Provide technical support for Shell employees via phone by identifying problems, researching answers, and guiding users through corrective steps to resolve their issues.

• Communicate with end-users and team members as to resolution steps taken.

Jr. Support Specialist - Quest Entertainment Group, Houston, TX Nov. 2004 - Oct. 2005

• Ensure that calls are handled promptly, courteously and are being resolved within the established time frame.

• Provide technical support for desktop CPU's and laptops and accompanying peripherals including desktop and network printers, scanners, keyboards, monitors, etc.

• Provide support for hardware inventory, loading/unloading/receiving IT equipment.

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