SUMMARY:

• Strategic thinker with 17+ years of progressive technical, global corporate IT, Customer Service, point of sale, technical and leadership experience.
• Natural communicator with strong motivational skills and the ability to build, produce, and succeed.
• Able to communicate effectively with all levels of corporate management and personnel, and to translate between business and technical viewpoints.
• Successfully Scrub Systems for Malware/Virus/Malicious files and submit samples.
• Build and Deploy Windows Image.
• Software Implementation, and Support.
• Supporting a Global ServiceDesk.
• Operational and procedural experience with ITIL compliant environments.
• Firewall and IPS Rule Creation and Troubleshooting.
• Certified PC Repair Technician experienced in system integration, bench repair, in - shop and over-the-phone support.
• Technical Trainer experienced in classroom, assessment, and development of material and best practices.
• Audio and Video Editing, Sound Design and Mixdown Engineering.
• Familiar with VMWare and Oracle VirtualBox.
• Experienced with monitoring tools What’sUpGold and Solarwinds.

WORK EXPERIENCE:

Technical Support / Business Support

Confidential, Plano, TX

Responsibilities:

• Provide start to completion resolution of issues for enterprise customers.
• Follow up with customers to ensure completion of unresolved issues and drive business by providing excellent customer service and generating excellent customer service surveys.
• Use Sysinternals tools and perform log analysis.

SAP BA / Support Specialist and Tester

Confidential, Fort Worth, TX

Responsibilities:

• Supported the use of SAP R/3 PP, MM ERP.
• Gathered customer requirements.
• Utilized testing methods to deliver enhancements and support stakeholders.
• Utilized Functional Spec and Technical Spec to Test and Deliver Enhancements.
• Performed Standard Maintenance on tables in Production Planning.
• Created Documentation.

Technical Support and SAP Analyst

Confidential, Richardson, TX

Responsibilities:

• Provided to distribution center management and employees on use of new software.
• Supported middleware applications in SAP ERP for Distribution Center / Fulfillment Center.
• Utilized the BRD and communicate with business users to identify needs and create Functional Specification for programmers.
• Utilized UC4 Automic Business Process automation tool scheduling jobs/batches/reports on multiple environments and SAP modules.
• Troubleshot connectivity issues back to the d Confidential center and patch panel.
• Provided basic troubleshooting and assistance with servers that control the sorter inducts throughout the distribution /fulfillment center.
• Supported USB barcode scanners for the warehouse and POS applications at Employee Store.
• Supported wireless Motorola scanners and their connection to PKMS via AS400.
• Performed internal and remote customer technical support for technical and non-technical general inquiries.
• Analyzed retail support vendor’s weekly performance metrics report.
• Reviewed knowledge base for accuracy.
• Service Desk CA Ticket management.

Technical Support / Desktop Administrator

Confidential, Dallas, TX

Responsibilities:

• Troubleshot technical issues with hardware and software on desktop and laptop computers.
• Worked with vendors to purchase new or replacement computer equipment.
• Maintained and created desktop and laptop images for deployment.
• Performed in and out of warranty repairs on Confidential Lenovo and Confidential Desktops and laptops supporting over 3,500 computers.
• Coordinated audio video upgrades of conference and meeting rooms.

Service Desk Technical Lead

Confidential, Scottsdale, AZ

Responsibilities:

• Assisted in coordinating daily operations of the Service Desk at a Global D Confidential center.
• Worked in the development of SOP (Standard Operating Procedure).
• Reviewed and prepared staffing reports and CMS reports for management.
• Monitored agent calls for quality control and identify opportunities.
• Assisted hiring manager in candidate selection process.
• Developed materials for classroom of technical support new hires.
• Conduct classroom and testing of technical support new hires.
• Provided front-line technical support in all aspects of Express Logistics.
• Fielded and documented technical calls for over 1,300 applications globally.

Technical Support

Confidential, Phoenix, AZ

Responsibilities:

• Provided and assistance to first level technical support and students in both the PC and Macintosh environments.
• Provided Support to Faculty

Technical Support Specialist

Confidential, Phoenix, AZ

Responsibilities:

• Provided Internal Technical Support for Confidential Insurance offices.
• Provided "how to" level assistance and in the use of office applications.
• Document incidents in Help Desk ticket tracking system.

WAN Engineer

Confidential, Phoenix, AZ

Responsibilities:

• Upgraded existing networks from Token Ring to Ethernet.
• Installed software and hardware components for Wide Area Networks.
• Troubleshot issues with network components including, Cisco routers, hubs, cable runs and Point of Sale PCs (POS).
• Responsible for coordinating team efforts to meet business goals.

Technical Support Technician

Confidential, Phoenix, AZ

Responsibilities:

• Technical support for Confidential Pavilion desktop PCs.
• Second level assistance for new employees.
• Second level support for bench techs at Confidential and various resellers nationwide.