Associate Professional Service Delivery Coordinator Resume Plano, TX - Hire IT People

SUMMARY:

Seeking a position where my technical experience will be utilized. My knowledge, training and skills translate well to the development and delivery of support solutions. Additionally I am experienced in leading teams, working on multiple projects simultaneously, and have the ability to work under pressure while maintaining focus on the customer.

PROFESSIONAL EXPERIENCE:

Associate Professional Service Delivery Coordinator

Confidential, Plano, TX

Leads and manages the resolution of IT Major Incidents in an efficient and timely manner to minimize the impact to the customer.
Engage on all Major Incidents and establish Technical and Management Bridges as required. Gathers appropriate resources (Management and Technical) and if applicable customer representatives and subject matter experts into the Major Incident Resolution Team.
Establishes and maintains concise and informative customer updates during the incident via mobile messaging and email.
Maintains and creates Major Incident records in an ITSM tool.
Build strong linkages with all core ITIL processes as part of the end - to-end process (e.g. Service Management).
Provides technical knowledge and assists in troubleshooting various technologies.

Technician Consultant

Confidential , Arlington, TX

Monitored the execution of strategies, kept up to date with the new technology and researched latest Information Technology market trends.
Assisted clients with IT solutions; prepared written reports on solutions offered.
Recommended the purchasing of new IT systems, presented new IT features/software and reported project progress to the management.

Help Desk Analyst

Confidential, Fort Worth, TX

Delivered phone, email and remote support for end users in a call center environment on and for various platforms (Windows/Novell/Unix/Linux/Macintosh). Administration of VoIP systems, and various software applications.
Troubleshot, repaired, and upgraded hardware and software.
Also, troubleshot and resolved networking issues relating to TCP/IP, IPX, DHCP, DNS, WINS.

Customer Support Technician

Confidential, Addison, TX

Provide phone/remote customer technical support in a multi-platform environment (Windows, Mac, Linux), as well as mobile device platforms (iOS, Android, Windows).
Performed systems diagnostics and fault isolation. Characterize system faults and issues through detailed service tickets when follow up development action is required.
Monitor remote client/server network and devices. Perform remote system maintenance and upgrade procedures.
Configured and prepared equipment for deployment. Perform QA, system and application testing. Published and maintained technical documentation. Assisted with end of day reporting procedures.

Service Desk Professional

Confidential, Irving, TX

Provided technical guidance in activities associated with the identification, prioritization, escalation and resolution of client issues by phone & email.
Prepared Service Desk incident reports, and assisted in hardware and software evaluation.
Identifying problems and providing expedient technical assistance for all computer related issues, including servicing workstations and other equipment for clients through remote support techniques. This support included Windows, Macintosh, UNIX, and Linux operating systems, as well as Mobile Device platforms (Blackberry, iOS, Palm, Android).
Other support included and was not limited to Active Directory replication and processes, group Policy creation/administration, NTFS/Share file permissions; IP Routing, DNS, DHCP and Relay), Firewall configuration and Rules Management/Troubleshooting.
Exchange support (SMTP, mailbox management authentication, quota, attachment sizing, spam filtering).
Support of virtual Hosts/guest servers via VM Ware (vCenter/vSphere) support, and Citrix (ZenApp/ZenDesk).
WDS for imaging solutions; both for full pc and thin clients.
Evault and Windows backup for storage solutions on SAN and NAS.
Support for VoIP and PBX via Cisco Unified Communications Suite, along with Active Directory integration.

Premise Technician

Confidential , Buena Park, CA

Responsible for the installation and customer care of the new U - verse integrated digital TV, high speed Internet and voice services. Educate customers on service features and functionality, install and reconfigure interior system wiring (coax, station wire, CAT3, and CAT5). Setup, configure, and repair home computers and networks including wireless connectivity and security. Perform installation and integration with home theater solutions.