SUMMARY:

• I have over 25 years of experience in Helpdesk\Desktop customer support roles including 1 year of leadership experience as a Team Lead.
• This includes specializing in current helpdesk\desktop technologies, challenges in learning new environments and implemenation of processes to enhance the support role.
• I am looking for a position in where I can be a Team Player and help provide excellent customer support.
• In my current position, I have successfully implemented processes for the IT department, implementation of Inventory of over 400 computers and phones, implement and oversee the deployment of Confidential phone systems for 6 locations as well as update phones in the Confidential Admin tool.
• I also administer updates in MS Office 365 which includes updating contacts for 450 people, update distribution lists as well as administer accounts for terminated and new hire employees.

EXPERTISE:

• Windows 10, 7, 2000, Win3.1 and Dos
• HP\Compaq, Dell, Toshiba, Gateway, Palm Pilot’s, Printers, Blackberry’s, IPhones
• Office Professional 365, 2016 - 1997 (Power Point MS Power Point Certified), Office 365 including the Admin tools
• MS Visio 2007-2016, MS Project 2007-2016,
• Harvard Graphics, Flow Chart, Org Chart, Wordperfect, Qutro Pro
• Outlook and Lotus Notes
• Tibco, Kobra, Sagewave
• Citrix Management Console
• Skype for Business Server Administration
• Documentum Server Administration
• SAP\GRC troubleshooting
• VPN, Wireless, Citrix, Token, OTP
• McAfee virusscan, encryption, recovery, EPO McAfee Encryption
• Cisco Call Manager and Phone support
• Exchange Administration
• Mobile Devices - Blackberry, Iphone, Windows, Droid
• SCCM Client issues Mircrosoft Software Center to install software. Troubleshooting to resolve software install issues.
• Virus trouble shooting and cleanup
• Skype for Business, Communicator, VNC, CA Service desk, MS Remote, Dameware, MS meeting remote access
• CA Service Desk ticketing and documentation
• Network troubleshooting
• Printer and Scanner Installs and troubleshooting
• Achieve Learning Internet\java\flashplayer troubleshooting
• Electronic Bulletin boards - El Paso, Koch, PG&E, Williams, Kern River, California ISO, Aspen Graphics, Bloomberg, Reuters, Platts, Lim, World Watch, Pics, Dow Jones, Future Source, Kobra
• Syspro
• Rosetta
• Termserv servers

PROFESSIONAL EXPERIENCE:

Confidential, Houston, TX

Helpdesk\Desktop Support - Manager

Responsibilities:

• Office 365 administration (add and remove employees, update contact information, virus tracking, blocking addresses, etc), installations, and support of the application. Updated accounts for over 450 people. Termination of accounts when needed.
• Remote Desktop\TermServ support and installation
• VPN\OTP, Wireless connection
• Primary lead in the Confidential implementation of phones for 6 of our locations, provide Ecomfax access and administer the accounts for the phones in the management tools
• Set up and reimage computers for the employees
• Set up an Inventory process and spreadsheet of employees and hardware information
• Provide printer and faxing support
• Set up accounts and provide support for Syspro and Rosetta
• Purchase equipment
• Set up iphones and reimage phones for new employees as well as provide inventory of the items. Also maintain the accounts via the web on the Verizon and AT&T websites.
• Document procedures
• Training for new employees
• Set up and recycle old computers
• Update wires on the switches.

Confidential, Houston, TX

Systems Specialist

Responsibilities:

• Windows 2000-2010, MS Office Suite for 1997- 2016,
• Visio, Citrix, AS400, Lotus Notes,
• VPN\OTP, Wireless connection,
• PowerVision, Achieve, Maximo, Adobe, etc.
• Various BHI applications and sharepoint issue
• Blackberry, Iphone and Windows Phone support
• Skype for Business Server setup for video conferencing
• Documentum account updates on Server
• SAP troubleshooting, GRC tool used to show what needed to be approved.
• Remote tools like Skype and CA remote to access computers to help with repairs.
• Assist the customer’s in requesting network and application requests.
• Reset passwords, unlock accounts, Citrix Management Console, etc.
• USB encryption and file access
• Log all calls into ticketing system and update documentation.
• Assisted with new hires training.
• Virus Cleanup
• MS Exchange support for mailboxes and distribution lists.
• Engineering Application software support
• HP and Xerox printer support

Confidential, The Woodlands, TX

Helpdesk Support

Responsibilities:

• Windows 2000-XP, MS Office Suite for 2000 & 2003, Visio, MS Project, SAP, Citrix, Rightfax, Printing, ODBC, Blackberry,
• Remote\Wireless access via VPN, Webmail, RSA Token.
• Remote software was used to access the customer’s computer via NetOp, Dameware, SMS, MS Meeting.
• Install software and ran repair via Marimba
• Assist customers to make Account Requests via the Intranet
• Password resets for the network and various applications using Active Directory and kill Citrix sessions in Citrix Management Console.
• Log all calls into the PeopleSoft IMS ticketing system.

Helpdesk \ Desktop Support Analyst

Confidential, Houston, TX

Responsibilities:

• Support for approximately 1500+ customers on the Confidential via Telephone, Deskside and Mailbox which included:
• Windows and MS Office Suite, Visio, MS Project, EBB’s (Schedule oil), SAP, Citrix, RightFax, Printing, Citrix, remote access via MOP, citrix, VPN (DSL and Dialup), Instant Messaging( created accounts),
• Data Feed software (Aspen Graphics, Bloomberg, LIM, DTN, Data Boards & systems, CQG, Dow Jones, Chalkboard, PICS, Reuters), in-house applications.
• Hardware Support for HP & Dell Desktops \ Laptops, Blackberry, Phones, Palm Pilot and HP & Ricoh printers.
• Test computers, update computer systems with current Service Packs,
• Assist with computer moves and hookups.
• Assign software to customers and create customer accounts for software groups.
• Created and maintain documentation for 150+ docs.
• Produced Weekly Reports, maintain group phone list, managed timesheets for all Helpdesk personnel (30+ people), LCD projector and Laptop rentals.
• Primary trainer for new helpdesk personnel and assist with small projects.
• Coordinate with the Networking and Application Support for security, restores, rightfax, Citrix, port activation, network outages, Instant Messenger and Application issues.

Confidential, Houston, TX

Sr. Analyst

Responsibilities:

• Created and distributed reports and documentation the Confidential teams.
• Provide Security for Abacus, Sybase and test databases.

Technical Support- Lead Business Analyst

Confidential

Responsibilities:

• I worked closely with Tibco / Reuters Company with the KOBRA software to develop display templates and set up Test Lab environment (servers & computer)
• Created a detailed Market Data Delivery System Project Plan and documentation for the Kobra a new system to demonstrate the capabilities of the new Reuters software.
• Worked with SageWave& helped facilitate SageWave classes/training by creating the training materials.

Trading Technical Support- Team Lead, Desktop Support, and Helpdesk analyst

Confidential

Responsibilities:

• Processed and supported Hardware and Software problems including support for Data Feed software (Reuters, Aspen Graphics, Bloomberg, EBB’s, CQG, Dow Jones, and PIC’s.
• I facilitated the planning & execution of three major physical moves involving more than 500 Trading Floor customers.
• Performed administration of security, printing, and upgrades for NT and Novell.
• Performed various Help Desk \ Desktop support duties