SUMMARY:

• System - operations experience from training, collections and customer service areas.
• Technical support call center experience to implement troubleshooting techniques to resolve complex issues, take various incoming calls for all hardware/software PC's and Server issues.
• IT Asset Management Analyst.
• Perform life-cycle management of information technology assets, which includes tracking, monitoring the IT assets, performing procurement and maintenance renewal functions.
• Development and maintenance of policies, standards, processes, systems and measurements that enable the organization to manage the IT Asset Portfolio with respect to risk, cost, control, IT Governance, compliance and business performance objectives.
• Tax processing call center experience assisted via incoming calls and online chat service with Tax questions.
• Website support call center experience, assist in building and managing websites, setting up email accounts and troubleshooting technical problems.

TECHNICAL SKILLS:

Programming Languages: PHP, Java

Software/Databases: MS Office, MS Word, MS Excel, MS PowerPoint, MS Outlook, Photoshop CS3 and Illustrator CS3

Operating Systems: MS Windows, MS-DOS, Window XP Professional, Windows 2000/2003, Vista, Vista 7, Server, Linux, UNIX, Mac, Windows 7, Windows 8, Windows 10

Hardware/Networking: LAN/WAN featuring Cisco Network Protocol equipment, Group Dynamic, Network Administration Protocols. Fundamentals of network security, Firewalls and VPN's, HP Desktop/Laptops, HP/Toshiba Printers, Dell Laptops, Gateway Laptops, VoIP, Network Protocol Addressing

Methodologies: Risk Management and Incident Management

Others: Database Systems Graphic User Interface,, Point-of-Sales, PC setup, Remote Assistance, Server Installation, Various Peripherals, Data Entry, File Updating/User Authentication Systems and Role-Based Security and Ethics of Hacking, Active Directory

PROFESSIONAL EXPERIENCE:

Confidential

Tier 1 Helpdesk

• Basic PC knowledge and understanding for software install and configurations
• Problem solving and troubleshooting of computer and network connectivity
• Rolling out and installing of new software. The new software will be installed for their distributor systems.
• Remote Access using TeamViewer for different Distributors
• Ticketing system Service Now

Confidential

Desktop Support Level 1 Field Technician

• Setup client email addresses and configure computers.
• Excellent at installing both computers and software at client sites
• Configured Printers and Kiosk Machines with IP address assigned to Location

Confidential

NOC and ATC Support Analyst

• Respond to internal telephone calls for technical support in a timely manner and can explain technical situations to non-technical individuals.
• Clearly document the incidents/issues using DASH, and troubleshooting desktop, laptop, printer, and other workstation peripherals (printers, speakers, and Avtech Phone) by putting daily issues into an incident management system for Dash ticketing system.
• Identify, research, and resolve technical Hardware and Software issues for User Profile and escalate issues to other support teams when necessary if a Profile is Corrupt using Third Party Vendors.
• Work and Coordinate with diverse groups and individuals to meet goals/SLAs when helping with Deployments and Migrations that are been Performed, establish priorities due to severity, and solve complex issues for Linux, Java and Windows 7
• Hardware break fixes by making sure that the PC's are Maintained, configure properly as well as updates Monthly with Linux and Windows, Replace Hardware in PC's by having Parts Ordered through DELL Support. Dell Certified
• Active Directory Analyses with End Users profiles to see if the file is corrupt, Password Resets and Access to Create or Delete a Profile in the System.
• Notify the business when any high priority incidents that may occur using DASH. Contribute to the rapid resolution of incidents by calling for the necessary assistance from the TOC and Service Desk members or support organization, and escalate issues with support organizations as well as internal personnel when required using Microsoft Lync.
• Perform emergency or coordinated Application functions as business requires with Network Applications and Server issues.
• Ticketing systems Used: Citrix, Remedy and Service Now

Confidential

Service Desk Analyst

• Respond to chats and telephone calls for technical support in a timely manner and can explain technical situations to non-technical individuals.
• Clearly document the incidents/issues, and troubleshooting steps taken into an incident management system.
• Identify, research, and resolve technical issues and escalate issues to other support teams when necessary.
• Work in a fast-paced environment, able to adapt to frequent change and can work a flexible schedule
• Work with diverse groups and individuals to meet goals/SLAs, establish priorities, and solve complex issues
• Ticketing systems Used: Citrix, Remedy and Service Now

Confidential, GRAPEVINE, TX

POS Support Analyst

• Respond to telephone calls for technical support in a timely manner and can explain technical situations to non-technical individuals.
• Clearly document the incidents/issues, and troubleshooting steps taken into an incident management system.
• Identify, research, and resolve technical issues and escalate issues to other support teams when necessary.
• Work in a fast-paced environment, able to adapt to frequent change and can work a flexible schedule
• Work with diverse groups and individuals to meet goals/SLAs, establish priorities, and solve complex issues
• Ticketing systems Used: Citrix, Remedy and Service Now

Confidential, Lewisville, TX

IT Asset Management Analyst

• The ability to effective manages software and hardware asset requests to ensure effective business objective realization, financial stewardship and risk management goals.
• Perform life-cycle management of information technology assets throughout the organization, which includes tracking, monitoring the IT assets, performing procurement and maintenance renewal functions.
• Development and maintenance of policies, standards, processes, systems and measurements that enable the organization to manage the IT Asset Portfolio with respect to risk, cost, control, IT Governance, compliance and business performance objectives.
• Use integrated software solutions that work with all departments that are involved in the procurement, deployment, management and expense reporting of IT assets.
• Uncover savings through process improvement and support for strategic decision making, obtain control of the inventory, increase accountability to ensure compliance, enhance performance of assets and the life cycle management and improve availability time of the business/applications/processes.
• Ticketing systems Used: Service Now

Confidential

Field Technician

• PC setup and installation.
• Hardware, Software and various HP Printers Repair and Setup.
• HP Desktop/Laptops, HP Printers.

Confidential, Plano, TX

IT Inventory Auditor

• IT Inventory checklist for the project detailed for the inventory with Confidential for all Desktops, Laptops and Monitors.
• Laptops were sealed inside the boxes and tape on a piece of paper with the # of laptops that are inside, along with my initials.
• Techs MUST stay on-site to supervise the equipment until the truck arrived and all equipment was loaded.

Confidential

Help Desk PC Technician

• PC setup and installation for docking stations with VoIP for Confidential .
• Windows 7 configurations for the desktop support.
• VoIP set connections from the workstation of employee’s.

Confidential

Customer Shared Support Technician

• Assisted with system development operation.
• Assisted customers via phone (ACD) with troubleshooting their websites, email account setup, moving files to make ensure that website are working properly.
• Knowledge of software coding and scripting of PHP issues for Server 2000/2003.
• Knowledge of Thunderbird, Outlook Express, Outlook 2000-2007, Mac Mail Client, Windows Mail Client, Entourage Mail Client.
• Created new accounts for clients that enrolled with Confidential accounts, Cedant accounts and Names 4 Ever Accounts.

Confidential

Tier I Technical Support Specialist II & Digital Tax Services

• Assisted customers via phone (ACD) with troubleshooting their printers, servers, tax software machines, routers and standard work stations, etc.
• Utilized Windows XP, Server 2000/2003.
• Assisted with software system development operation and franchise/company setup for tax season.
• Assisted customers in filing their taxes.
• Chatted with the customers online to make sure that they have filed.
• Checked the status of a return with the IRS.
• Implemented Measure to ensure customer purchased the right software for their tax needs.

Confidential, Kansas City, MO

Technical Support

• Responsible for various Technical functions, Help Desk, Programming, Database, Windows XP Server 2003/2008, Windows XP Professional and Troubleshooting.