SUMMARY:

A hardworking, detail oriented, precise, dedicated professional with broad - based expertise in IT support and phone support. Self-motivated, accurate, organized, and able to set effective priorities to achieve immediate and long-term goals and meet operational deadlines while maintaining a smooth workflow.

TECHNICAL SKILLS:

• Microsoft Office 2000, MS Office 2007, Windows 7 & Vista & Norton Ghost 15.0
• PC Anywhere, Office 365, Cloud-based platform,
• Windows 95, 98, 00,7, EVDO WAN 3G Cradle point Adm
• Window XP, Window NT 4.0, Router & modem configuration via Putty
• Novell Netware 3.12 / Novell iManager
• Microsoft Excel, Microsoft Access, Exchange server Adm
• Dos 6.0, 6.2, Configuration Netgear connect with Innovation Confidential &T
• Linux/Unix -HTML- MS
• Internet Explorer-MS Outlook/ Lotus Notes 6.0 & 6.5
• Active Directory Support/ NT Client Server / AS400 /Schema
• Ethernet / VPN installer file transferee / VPN Tester
• Hubs / Mainframe web to host
• Peer to Peer / Mac Enterprise Support
• LAN/WAN Networking - Bus & Interface
• Star and Ring topologies / Oracle support
• Network devices / IP Staging / Network Desktop Support/ Token password reset
• Wireless Networking, Local Area Networking, TCP/IP Configurations, Virtual Private Networks
• Router Network Setup /Router configuration Adm
• Intellisync / Laptop Reimaging
• Palm Pilots/Blackberry

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

• POS support for all 1000 + stores worldwide support CPOS off line, credit offline debit offline, and host inquiry offline gift card offline.
• Network support bounce llS on POS server when multiple stores reporting outrages & data center issues when register offline problems occur..
• NCR 7459 & wave dell & 7458 register support signature capture device support JCP configuration restoring the apple iPad building iPads on the configuration connection to HCSC Network LS2208 Scanner support via POS & POS symbol Scanner support walk sales associates thru all register rebuild procedure to restore data via POS
• Tosbia & Dell tablet support POS server support all registers MSSQLServer data support Windows Embedded POS Ready 7 via Microsoft support 365 in store support 2008 windows server VDI support via cloud Depot support for all defected hardware failure.
• VMWARE VDI support Network VLAN switch support.

Confidential,, Forth Worth, TX

POS / Executive Desktop / Network Adm

• Troubleshoot all applications and hardware for problem resolution & Bit Locker encryption configuration
• Provide phone based support on basic computer operations, proprietary BOH/POS software, and hardware including 9700 Platform.
• Ability to diffuse caller’s frustrations & troubleshoot all iPhone & iPad for all executives
• Analyst critical system failure, hardware or software issues Fujitsu Support & configuration via email cloud base
• Translated domain names in IP also assigned dynamic IP address to devices on all stores networks
• Assist with trouble shooting problem postpaid transactions with LAN & WAN connectivity
• OpenDNS Adm translated internet domain & host names to IP address
• Resolve fatal system crashes & Comcast bridge modem technical assistance to all concept stores
• Provided administrator support for all 4000 plus store network printers & Cisco Switch’s & Router’s
• EVDO Connect WAN 3G Cradle point support for Confidential &T & Verizon Configuration for all concept stores

Confidential, Dallas, Texas

Helpdesk Analyst / IT support

• Provided Mac support for snow leopard users
• Troubleshoot and resolved user incidents and request dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, Blackberry, Citrix, and VPN and Norton Ghost 15.0 and Apple 10.6 snow leopard
• Analyzed and monitored mark up for several hotels vendors
• Supported Point of Sale (POS) hardware/software products for many businesses such as cash registers and touch screen applications via remote access
• TroubleshotPOSand Windows PCs network connectivity and configurations
• Last line of support within house issue from networks to end user issues
• Provided phone support for the following Office 365 iOS setup iPhone, iPAD
• Provided Mac OS X Lion support via Skype 6.4 for Mac OS X users
• Provided end of the quarter Finance spreadsheets reports to the owner of the company

Confidential, Dallas, Texas

Independent contractor

• Migration transfer from XP to Win 7 & Imaging (ghost) Norton Ghost 15.0
• Encryption installation for OSI 4 & shared network drives for Small business owners
• Attendant several PC workshops for Texas Unemployment Benefits

Confidential, Dallas, Texas

Tech Support

• Exhibited exceptional customer service skills while answering ACD calls & wiring diagrams for all Confidential &T perm Techs
• Analyzed and solved technical problems by using problem-solving skills
• Conducted analysis and troubleshooting via telephone for customers (FTTN/FTTP) high speed Internet and IP TV services while using professionalism.
• Worked with outside vendors to troubleshoot and restore customer internet service
• Analyzed order flow issues, resolving or escalating appropriately
• Provided SAP support for customers nationwide.
• Provided Tier II, for all Confidential &T U-Verse set-top-boxes & receivers
• Provided phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard Windows desktop applications, and network connectivity.

Confidential, Dallas, Texas

Tech Support

• Provided phone support and configured VPN for Philips field technician.
• Provided administrative assistance for Philips new hire and terminations.
• Provided SAP support for customers nationwide.
• Provided Tier II, III, and I support in resolving escalated tickets in regards to Lotus Notes and Outlook 2007.
• Provided phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard Windows desktop applications, and network connectivity.
• Provided technical support to remote users on a wide variety of specialized applications, such as Windows Vista, Windows, XP, Office 2007, and Internet.
• Troubleshoot and resolved user incidents and request dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, Blackberry, Citrix, and VPN and Norton Ghost 15.0
• Provide accurate and detailed documentation of received calls and special projects while working in a fast-paced environment.
• Evaluated and prioritized service request and provided quick diagnosis and escalation of issues.
• Provided configuration, network setup and folder/file management.
• Provide timely escalation of problems that cannot be resolved to qualified representative(s)
• Provided connect support international and domestic on blackberry handheld and Motorola Q configuration as well as testing.

Confidential, Dallas, Texas

Desktop Supporta

• Provided support by migrating system from Lotus Notes to MS Outlook
• Provided phone support for the following application: Windows 2000, XP, Office 2000, Office 2003, Internet, and MAC

Confidential, Plano, Texas

Tech Support

• Assisted IT team on migration and installation/removal of RAM from desktops and laptops.
• Point of contact for each department insuring proper installation of all desktop software and hardware.

Confidential, Plano, Texas

Tech Analyst

• Assisted with migration for Perot Systems Confidential Confidential & POS time out approval protocol administrator
• Point of contact for installation of Confidential proprietary software and insured proper installation.

Confidential, Coppell, Texas

Help Desk Support

• Received, responded to, and managed helpdesk tickets regarding desktop problems.
• Provided same time connect, Internet/Intranet, Lotus Notes 5 and 6.
• Installed and configured applications and operating system software and upgrades based on needs of users/business.
• Provided connectivity for out of state client laptops.
• Validated and/or verify basic network resources including security, virus protection, and accessibility enabling router firewalls.
• Processed computer account applications and password change requests using Novell &Active Directory Supported all Windows 95, 98, 00, XP-Windows-NT 4.0
• Provided formulated spreadsheets using data queries, for upper management

Confidential, Irving, Texas

TAC Analyst

• Provided technical resolution for Active Directory Support/ NT Client Server & Windows XP also provided technical resolution for AS/400
• Provided network setup and also supported Intellisync, Palm Pilots, Peer to Peer, LAN/WAN
• Provided support for Novell-Netware 3.12, MS Excel-Dos 6.0, 6.2 - Linux/Unix -HTML- MS Access - Internet Explorer-MS Outlook/MS Office 95/2000/XP Lotus Notes
• Resolved minor problems in area of technology support with little or no supervision, notifying others according to department procedure.

Confidential, Dallas, Texas

Tech Support Supervisor

• Provided technical support for UNIX systems,
• Troubleshoot calls with Technicians using heat
• Provided technical support for installation & configuration of network cards, Switches, hubs, & radio LANs.
• Provided administrative direction and support for routine operational activities, including reporting and asset management.
• Managed 30 to 34 technicians in a help desk & UNIX system environment in a fast pace technical environment.
• Prepared excel spreadsheet with data information of daily operations and communicated information to Vice President of the company.

Confidential, Dallas, Texas

Cashier & ACATS Analyst

• Analyzed and monitored delivery of validated ACAT assets.
• Responsible for handling, investigating transfer option securities
• Accepted, reviewed and submitted all CNS, Non-CNS settlements & open end Mutual Fund settlements
• Liaise directly with Customers, Brokers and IB & ACATS settlements