Email – yx4hje@r.postjobfree.com

Employment History

CitiMortgage – O’Fallon, MO

Systems Specialist 3 08/05 – 01/11

• Support and assist the manager in the daily activities of the Service Desk

• Provide phone coverage assisting customers’ research, resolve highly complex questions in accordance

with the current standards and processes.

• Answers user inquiries via telephone or remote control concerning systems operation using VNC and

Netmeeting. Diagnose and fix system problems.

• Create step by step documentation for the knowledgebase and assisted in keeping it up to date and

organized. I also assisted with the design.

• Reset Passwords – Novell, Active Directory, UNIX and misc. website passwords

• Assist remote customers connecting to network using MNM (Multi Network Management) and Juniper, also

diagnose connection problems.

• Install Software upgrades through hp open view configuration management too (HP Radia).

• Troubleshoot Citrix issues.

• Provide Desktop support remotely for a major company for all of North America.

OAO Technologies @ IBM Global Services – Zurich Account 09/04 – 02/05

Asset Management

• Asset tracking of all computer equipment and printers.

• Asset procurement

• Data Entry through the intranet based ManagNow system.

• Entering correct information in Database with current information from Deskside support tickets

NOTE: Job entailed all asset tracking of computer and peripheral equipment. Job ended when asset administration was moved offshore and whole team was eliminated in St. Louis. This was a temporary assignment.

Kforce @ Nordyne – O’Fallon, Mo 01/04 – 04/04

Help Desk Support & Operations Support

• Answered user inquiries in person, via telephone or remote control concerning systems operation. Diagnosed

system problems

• Operations – Running Nightly Reports & System Backups

• Created how to documentation

• Installed specified software and configured for end users.

• Reset passwords

• Asset tracking for computers and printers.

NOTE: This was a temporary assignment and the job ended

IBM Global Services – @ Lucent Technologies - St. Louis, MO 03/98 – 9/02

PC Support Specialist Tier 2 & 3

• Working Team Lead of 11 employees for Installs, Moves, Adds & Changes team

• Installed hardware and peripheral components.

• Supported over 2500 users

• Answered client’s inquiries in person, via telephone or remote control (SMS). Diagnosed system hardware,

software, and operator problems.

• Tested numerous software applications before a mass rollout to find any problems that may occur. – earned a

total of 4 IBM Bronze Recognition Awards, which is one of the highest awards from IBM.

• Demonstrated Remote Control using SMS to Executives for cost cutting procedures.

• End-to-end service of hardware and software break/fix issues via troubleshooting, problem determination and

resolution within the time constraints of a very tightly managed metrics system.

• Provided support to remote and in house end users over the telephone or through the use of remote control

software (SMS) to resolve software problems, configuration issues, VPN issues or diagnose problems.

• Weekly testing of SMS package rollouts.

• Diagnose network connectivity issues.

• Supported local and network printer issues on various models of printers.

• Was in full charge of all updating and writing how to documentation for the knowledgebase.

• Trained and mentored new personnel.

• I was also part of the break fix team when they needed help.

• Frequently volunteered to participate in pilot projects involving the testing of new hardware and software

applications and provided feedback to the management or development teams to help enable a smooth rollout

of new products to system end users.

NOTE: My job ended with IBM when Lucent Technologies ended their contract with IBM.

Kforce – AT&T - Lucent Technologies – St. Louis, MO 07/95 – 03/98

Help Desk/Deskside Support Tier 2

• Helped start the first Help Desk at AT&T which later became Lucent Technologies.

• Helped users via telephone troubleshoot software and hardware issues.

• Reset passwords

• Talked users through installing software

• Talked users through troubleshooting printer, modem and networking issues

NOTE: This job did not end it just extended into a permanent position with IBM (see above).

Education

• High School Graduate from Central High School in St. Louis, MO.

• Computer course at St. Louis University – no degree.

• CompTia A+ Certified

Summary

• 18 years of experience in the Information Technology Industry, providing complete hardware and software

support for approximately 5000 plus users.

• Strong background in user training and support documentation.

• Experience with multiple hardware and software packages.

• Both Technical & Analytical.

• Effective problem solver using excellent written and verbal communication skills.

• Self motivated with a special ability to prioritize assignments.

• Strong leadership skills while advancing a team player approach.

• Dependable, flexible and able to maintain a sense of humor under pressure.

System Proficiency

Hardware/Software

• Scanners, digital cameras, Printers (network & local) HP, Lexmark, Xerox etc.

• SMS, Netmeeting, VNC, PC Anywhere, Microsoft Office (Word, Excel & Powerpoint), Lotus Notes, Microsoft Outlook, SAP, Internet Explorer, Netscape, McAfee Antivirus, Norton Antivirus, M.A.R.S., Netmanage (Chameleon), Peoplesoft, Adobe Acrobat Reader, Winzip, ManagNow, AS/400 & 3270 emulations, UNIX, Data Warehouse, Ghosting, Multi Management Network & Active Directory User & Computers. Windows 2000, Vista, Windows 2000, Windows XP and some Windows 7.

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