PROFESSIONAL EXPERIENCE

CAREER OBJECTIVE

My goals are to provide excellent service utilizing my strong Call Center/Help Desk Analyst and Call Center management and communication skills, teamwork philosophy, and experienced technical abilities in technical computer environments in troubleshooting and administration so you can provide better service to your users and clients.

COMPUTER SKILLS

• Operating Systems: Primary-Win XP, WIN7, Also-AS400 RS6000 Windows 95, 98, NT, 2000 some previous Linux, UNIX and Solaris.
• Software/Applications: McAfee, ePolicy Orchestrator, AccuTerm Active Directory Administration of the SharePoint Centralized Knowledge Base Adobe reader Adobe Standard/Pro Altiris Arcserve AS400 Blackberry Exchange Server BES BRMS Backup Recovery Media Services Citrix Crystal Reports Exchange email Ghost InfoPath Visio Internet Explorer Adobe Flash FireFox Java Mercury ITG and IssueTrak incident systems Microsoft Office 2000 Microsoft Office XP Microsoft Office 2003 Microsoft Office 2007 Microsoft Office 2010 MS Access MS Excel MS FrontPage MS Visio MS Word MS-Exchange Numara Track-It Outlook Express Outlook PeopleSoft PowerPoint ProViaware Quicken BMC Remedy ticket system ScriptLogic Help Desk Authority ticket system Service Now ticket system SAP Solar Winds Network Performance Monitor Solar Winds/Orion Tivoli Storage Manager Turbo Tax Sendio, CheckPoint EndPoint RSA SecureID VPN toolbar in IE, HP Asset management, LogMeIn, GoToAssist.
• Hardware: AT Cisco1871/800 routers Gestetner/Ricoh/Lanier Printers hardware scanners Fujitsu, Kodak HP Printers HP9000 IBMPC-XT Intel Servers LinkSys switches MPLS Netopia routers Compaq HP Dell Gateway IBM Netvista/ThinkCentre PC's PC clones Acer PS-2 Raid Sonic Wall devices Switches/Hubs TCP/IP TI/DSL/ISDN US Robotics modems VPN VSAT Xerox WorkCenter Copier/Fax/Email printers.
• Analysis: Survey financial locations for equipment replacement and upgrade. Provide accurate analysis of current users, PC's, monitors, credit card swipers, FAX numbers and locations, validators, servers, switches, patch panel layout, routers, PBX system, Network Interface Unit NIU , DVR system, alarm systems, printers, and other related equipment. Provide details of DNS and QUE names for printers. Provide VISIO drawing of entire site equipment locations and placement for future installations. Photograph all related equipment for analysis for installation team. Provide mission critical support through analysis of the issue and expedite an efficient and expeditious resolution.

OTHER SKILLS

• Communication - Deal with internal and external customers at all levels via face-to-face, telephone and email, to ensure successful communication via actively listening and using probing questions.
• Problem solving - Resolve in-depth queries in a methodical manner independently and with internal teams and external business partners i.e. ISP, Verizon, ATT to find appropriate resolutions, efficiencies and high level of quality.
• Team Player I enjoy sharing knowledge and encouraging development of others to achieve specific team goals. . Provide support to other team members during project involving multiple technician involvement for 1 or more days surveying financial institutions. Provide daily feedback on status of financial survey of all equipment noted in ALALYSIS above.
• Planning and organizing - Plan and organize skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner.

Systems knowledge

• Windows Exchange, policies, company policies. Experienced in preparing and analyzing data for management accurately and to timescales.
• TekSystems-University of Colorado Health Jul 2014-Oct 2014
• Pomeroy, Desk Side Support Tech Nov 2012-Jul 2014
• IntraEdge/The Coloradoan, IT Desktop/Network Support Jul 2012-Oct 2012
• Bank of Choice/NBH-Bank Midwest, Desktop Support Specialist Jun 2011-Jul 2012
• CompuCom Excell Data Field Service Technician Dec 2010-Apr 2011
• JBS Swift, Greeley, Co, Computer Operation Specialist Aug 2010-Oct 2010
• LongView Systems, Denver, Co, Support Consultant Feb 2010-Aug 2010
• Agrium, Crop Production Services, Greeley, CO, Support Center Analyst Jul 2007 Feb 2010
• Bank of Choice, Greeley, CO, IT Specialist Mar 2005 Apr 2007
• Hewlett Packard, Ft Collins, Co, System Administrator Apr 1997 Jul 2004
• TekSystems University of Colorado Health Jul 2014-Oct 2014
• Poudre Valley Hospital, Medical Center of the Rockies Hospital

Desktop Technician

University of Colorado Health Desktop Technician-- Windows 7 Technician doing Windows XP to Windows 7 migrations using SmartDeploy for Central locations at the University of Colorado Hospital location in Ft Collins and Loveland as well as surrounding central clinics. Technicians do Windows XP to Windows 7 migrations and install propriety software required for hospital environment and migrations imaging the desktop and laptop computers using Ghost and knowing how to store the data and retrieve it later.

Confidential

• Responds to help desk tickets, telephone calls, and e-mail and personnel requests for technical support.
• Manage user systems, applications and office productivity appliances: maintain repair or upgrade desktops, laptops, printers, scanners, copiers, and fax machines maintain and support Windows desktop and applications MS Office Suite , install vendor critical and security patches and updates.
• Provide support for all user IT support issues and work with available resources, hardware and software vendors for effective solutions, break/fix and problem resolution.
• Serve as the IT Liaison to external partners, software and hardware vendors for problem resolution, information gathering, system upgrades and maintenance.
• IntraEdge/The Coloradoan/Gannett Newspaper

IT Desktop/Network Support

• Install, configure, test and administer operating systems software, utilities and management software.
• Install, test and configure application operating environments.
• Install, tune and monitor all system hardware.
• Perform allocation, tuning and monitoring of other resources as defined by Regional Director.
• Administer security administration and monitor all associated systems according to established standards.
• Manage and assist vender maintenance of Siemens phone system.
• Enforce policies, procedures and standards for allocation and use of all systems resources. Performed other duties when assigned.
• Assist Regional IT Director in the coordinated adherence of Help Desk standards
• Internal customer support of all systems and technology from the help desk, including installation, maintenance, and repair of desktops, phones, network, and user applications.
• Answer emails, phone calls, and other requests for support concerning hardware, software, including workstation computers, servers, UPS's, printers, proprietary software, Windows XP, Windows 7, Microsoft Office 2003, 2007, 2010, Adobe Reader, Adobe Acrobat, Internet Explorer, FireFox, Chrome, Sendio, Cisco AnyConnect VPN software.
• Learn and comprehend all internal control standards and policies, actively advocates within and outside the department the adherence to those standards and policies, which including, but not limited to, requirements of what is colloquially known as Sarbanes-Oxley or SOX .
• Install and maintain hardware/software and cable for various systems as needed.
• Comprehend and follow up on user requirements for configurations of computer systems and applications.
• Proactively manages change on systems to be made or have been made. This includes documenting procedures on making changes to various systems, testing changes, adequately communicating changes, acquiring the appropriate authorization for such changes, and documenting the changes once made.
• Actively utilize service desk/helpdesk application for incident and change management.
• Document and provide suggestions for improvement to internal and external IT processes.
• Problem-solve in a deadline driven environment.
• Produce quality work and to follow up with users throughout and after any troubleshooting process.
• Maintain work logs and submit shift reports on the status of all projects.
• Provides technical training as needed.
• Responsible for personal safety and the completion of safety training specifically outlined by my Regional director for the essential tasks performed in my job.
• Perform the all above at other sites in the Group, remotely, as necessary.
• Able to react to change productively and handle other essential tasks as assigned.
• Utilize the combination of PC, MAC, Network, and IBM iSeries skills.
• Solid written and verbal communication skills and am able to relate to a diverse work community.
• Exercise independent judgment and initiative.
• Solve a wide range of technical problems.
• Analyze technical problems independently and in a team environment.
• Communicate technical and non-technical problems and solutions to both front liners and senior management.
• Maintain the ability to handle a wide range of technical tools.

Confidential

Desktop Support Specialist

• Provide mission critical support for banking associates in teller support, new accounts, loan specialists, and other banking associate positions.
• Answer emails, phone calls, and other requests for support concerning hardware, software, including computers, UPS's, printers, proprietary software, Windows XP, Windows 7, Microsoft Office 2003, 2007, 2010, Adobe Reader, Adobe Acrobat, Internet Explorer, Sendio, CheckPoint EndPoint VPN software.
• Write knowledge base articles documenting issues and errors, and resolutions and post them on the SharePoint server.
• Manage ScriptLogic Patch Authority server deployment for all desktop software updates and patches. Schedule deployment of patches to all Banking Center locations, schedule re-deployment for desktops and laptops that missed any deployments or that have an undesirable number of missed patches.
• Install laptop and desktop PC's as needed for associates and training.
• Provide FDIC support for their personal with switches, PC's and printers as needed.
• Provide call tracking using Scriptlogic Help Desk Authority ticket system, and Service Now ticket system.
• Escalate tasks to Infrastructure Administrators as needed.
• Reset passwords for Active Directory and proprietary software.
• Provide weekend support for Banking Centers.

Confidential

Field Service Technician

Work independently to survey and establish data and communications to data center associates to transfer survey information about the banking locations in the USA. 100 travel.

• Survey financial locations for equipment replacement and upgrade. Provide accurate analysis of current users, PC's, monitors, card swipers, FAX numbers and locations, validators, servers, switches, patch panel layout, routers, PBX system, Network Interface Unit NIU , DVR system, alarm systems, printers, and other related equipment. Provide details of DNS and QUE names for printers. Provide VISIO drawing of entire site equipment locations and placement for future installations. Photograph all related equipment for analysis for installation team.
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals
• Documents, maintains, upgrades or replaces hardware and software systems
• Supports and maintains user account information including rights, security and systems groups
• Trains employees when needed, identifies, analyzes, and repairs product failures, orders and replaces parts as needed
• Determines and recommends which products or services best fit the customers' needs
• Relies on experience and judgment to plan and accomplish goals
• Works under general supervision

Confidential

Computer Operation Specialist

• Night shift operator working independently on 10 12 hour shifts. Using Solar Winds to monitor two domains for infrastructure issues. Provide conferencing to infrastructure and management on critical issues.
• Work independently and act as the first point of contact for all technical problems mainframe, networks, off-hours tech support determine when it is appropriate to page backup technical support depending on the system or application that is down document policies and procedures with attention to detail.
• Monitor the infrastructure initiate scheduled jobs and verify those jobs have successfully run on AS/400 servers troubleshoot error messages run daily, weekly and monthly backups restart machines and run refresh libraries after successful backup processing log problems with backups if any research the cause of error messages in order to escalate the issue to the appropriate programmer reset passwords and enable users approve and execute off-hours turnover forms for programmers and other operators initiate service calls to vendors when appropriate .
• Monitor systems for abnormalities, execute commands to ascertain the status of the systems, escalate to appropriate level 2 or 3 teams to rectify and troubleshoot as needed. Create service requests for incidents.
• Utilize PAIR-probe, analyze, isolate, and resolve to troubleshoot

Confidential

Support Consultant

• Agrium outsourced the Support Center to Longview Support Consultant providing support via phone calls, email, and walk-ups for Tier 1, Tier 2, and Tier 3 for 8000 users located in the United States at 850 sites. Support includes network, VPN and internet connectivity as well as hardware and software issues.
• Write knowledge base articles documenting issues and errors, and resolutions and post them on the SharePoint server.
• Administration of the SharePoint Centralized Knowledge Base CKB adding users, removing users, and approving all articles for the 800 article knowledge base.
• Coordinate issues with the network operations team and/or filed technicians as required for call resolution.
• Install software updates, applications, utility programs, troubleshoot virus and malware issues, Utilize PAIR-probe, analyze, isolate, and resolve to troubleshoot
• Accurately document customer information and a detailed problem/issue description of all support calls/emails in a call tracking system. Track open tickets and keep tickets current and complete
• Agrium, Crop Production Services, Greeley, CO Jul 2007 Feb 2010
• Support Center Analyst Lead
• Support Center Analyst Lead for 8 analysts, providing support via phone calls, email, and walk-ups for Tier 1, Tier 2, and Tier 3 for 8000 users located in the United States at 850 sites. Support includes network, VPN and internet connectivity as well as hardware and software issues. Provide local support for 350 users. Provide liaison support to 10 Field Technicians located throughout the US.
• Improved the SharePoint Centralized Knowledge Base CKB by adding approximately 500 articles in the 800 article knowledge base.
• Install computers, RAM memory and peripherals for desktop support.
• Provide weekly backup for Hatton building security database.
• Monitor Track-It , Remedy and A D N ticket environments to manage user submitted trouble tickets and create SOX compliant tickets for user access/termination, password resets and new accounts.
• Manage the ACD call system to maintain the visual call monitor used by all Analysts for incoming and On Hold voice calls and use the reporting software for weekly updates to the IT manager.
• Liaison with Calgary headquarters for Remedy client and web based issues.
• Track-It administrator, add/delete accounts, create Crystal reports for IT manager.
• Install software updates, applications, utility programs, troubleshoot virus and malware issues, Utilize PAIR-probe, analyze, isolate, and resolve to troubleshoot

Confidential

IT Specialist positions for temp agencies

• Replace/Install PC's and printers to replace existing hardware and reinstall specialized software Sears, Ft Collins, Co copy MAC software files onto new PC Tablet systems for Qwest, Ft Collins, CO users.
• VOLT Technical Resources
• Relocate and install PC's and assist configuring new telephone system at Brighton, Colorado hospital
• 5280 Solutions
• Department of Revenue Colorado laptop encryption installations for 200 PC's. Bank of Choice, Greeley, CO MAr 2005 Apr 2007

IT Specialist

• Desktop support for all bank applications at 15 locations
• Setup, Ghost image, deploy OS and applications to user PC's
• Manage 3Com NBX IP telephone system user names, install telephones, passwords, backup database and licenses
• Manage all incoming call center support work orders
• Various Job Placement Agencies Jul 2004- Mar 2005

PC Specialist/Rollouts

• Perform procedure changes and rollouts for businesses computers and peripherals
• Perform as individual, or part of team for rollout.
• Replace existing printers, monitors replace laptop PC, convert/replace MAC systems with PC's.
• Install desktop and tablet PC's and laptops.
• Perform software changes, image transfers, and backups.
• Upgrade or reconfigure existing workstations as part of the client rollout process.
• Rollout of workstation PC's to upgrade an existing network.
• Installation of client systems by means of automatic installation, including delivery and on-site commissioning.
• Rollout newly purchased PC's when introducing a new operating system, including introductory user training.
• Perform IP changes to connect to network.

Confidential

System Administrator

• Manage training vendor coordination and deployment of Operating System software and applications on multiple systems on worldwide HP training classrooms network.
• Manage remote site technician tasks oversee remote server security and software updates, disaster recovery, install WINDOWS critical updates, remote classroom deployments.
• Build, test and manage image deployment of Windows 2000, XP, 2003, Linux RH and Linux SuSe, various software applications for classroom setups remote troubleshoot software, network, and hardware issues, and coordinate database scheduling for 23 remote HP classrooms.
• Support, on-call, one week a month 24 X 7 via pager using VPN access, Windows Remote Desktop Connection, VNC, PCAnywhere and Altiris.

Systems Analyst

• Manage, update, monitor security on Windows 2000 Professional, Server, and Advance Server at 23 worldwide remote HP training site installations and perform disaster recovery operations.
• Infrastructure management of remote and local Altiris servers, manage security, software updates, and Windows 2000 Professional, Server, Adv. Server , Windows XP, Windows 2003 remote installations using Altiris.
• Perform disaster recovery operations.

Network Administrator

One of 4 administrators supporting approximately 300 HP OpenView software developers, using UNIX, SUN, Windows 98, NT 4, 2000, and XP systems. Manage network, Windows and UNIX workstations for software developers to program, develop, and test various scenarios to meet production deadlines in a timely manner.

PC Specialist

Responsible for all PC support for HP OpenView software developers including desktop, laptop, printer and LAN issues.

Confidential

Contractor with Connecting Point

PC Support Specialist

Responsible for PC, printer hardware and software installations, troubleshoot Windows 95/98/NT, PC hardware, PC software LAN support