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Technical Support Resume

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TX

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Summary
An Information Technology professional with over ten years of computer administration and support experience looking for a senior level Helpdesk or technical support position. Various support roles from Best Practice Coach to 1st level support. Strengths include solid procedural experience, superior attention to detail and an excellent work ethic.
Technical Skills


Windows XP

Windows Vista

Windows 7

Cisco Call Manager

Cisco Unity

MS Exchange 2003

Windows 2003
VPN

Office 2003

Office 2007

Professional Experience
Confidential,

Dallas, TX 8/2009- 8/2010

Technical Support
Technical Support for Kosmos Energy’s Dallas, Houston, and International Offices
Primary on-site support for Kosmos Energy’s Dallas office.
Primary phone support for Kosmos Energy’s Houston and International Offices.
Evaluates and makes recommendations on Hardware and Software standards.
Creates, modifies, and terminates user accounts via Active Directory.
Creates and modifies user email accounts via Active Directory
Creates, modifies, and terminates user accounts via Blackberry Enterprise Server.
Images and repairs laptop and desktop computers.
Creates images for new desktop and laptop standards.
Works with Office Managers to evaluate computer hardware and software needs of new and existing users.
Troubleshoots various Windows XP and Windows 7 operating system issues.

Confidential,

Addison, TX 1/2009- 5/2009

Support Escalation Engineer, Frontier Team
Engineer responsible for escalation support for the Frontline and Response Management teams.
Provides customer service and technical support to escalated and volatile customers.
Supports cases sent via the Attorney General’s Office and Better Business Bureau.
Supports Windows 7 Beta users participating in the “Living with Windows” program.
Supports Health Vault Beta users in the Health Vault Cleveland Clinic trial
Provides escalation support via phone and email to the Frontline Microsoft support team.
Provides backup support for the Windows Guru program.

Addison, TX 9/2007- 12/2008

Technical Support Analyst I, IT Operations
Support Analyst responsible for phone and email support for Corporate and Retail Offices. Also primary on-site support for Corporate offices as well as remote offices.
Primary on-site support for Staubach Corporate headquarters 300+ users.
Evaluates and makes recommendations on Hardware and Software standards.
Creates, modifies, and terminates user accounts via Active Directory.
Creates, modifies, and removes phone and user accounts via Cisco Call Manager 4.1.
Creates and modifies user voicemail accounts via Cisco Unity 4.0.5.
Creates and modifies user email accounts
Creates, modifies, and terminates user accounts via Blackberry Enterprise Server.
Images and repairs laptop and desktop computers.
Creates images for new desktop and laptop standards.
Works with Office Managers to evaluate computer hardware and software needs of new and existing users.
Troubleshoots various Windows XP and Windows Vista operating system issues.

Confidential,

MO 10/2005- 9/2007

Desktop Workstation Support 2 Analyst / Best Practice Coach
Support Analyst responsible for phone and email support for Corporate and Retail Offices.
Provide support for all MS Office products and hundreds of proprietary programs.
Take escalated calls from first level analysts.
Support Active Directory-based computer and user accounts.
Support VPN Client setup and usage.
Record accurate specific troubleshooting techniques and update troubleshooting database.
Give Best Practice coaching sessions training new and existing technicians

Confidential,

Gettysburg, PA 10/2002- 7/2005

Historical Interpreter / Soldier Search Operator / Technical Support for Ticketing and Reservations / Shift Manager
Support Analyst responsible for maintaining Ticketing and Reservations computers, servers, and printers, in addition to Presenter and Point of Sale duties.
Operate Microsoft Windows based software, including word processing and database access applications, and MS-DOS based ticketing software
Perform hardware repair and upgrades, based on the expectations of my managers and superiors, financial availability, and existing hardware specification.
Work with the main office technical support personnel to provide feedback on existing systems, as well as diagnose computer problems

Confidential,

Gettysburg, PA 7/1999-7/2005

Support Consultant / Assistant Innkeeper
Information Technology Consultant responsible for computer upgrades and repair for all business systems.
Perform hardware and software upgrades based on the criteria of the owner.
Aid in website development and deployment.
Troubleshoot hardware and software issues across a range of machines, on operating systems from Windows 95 through Windows XP
Education
Harrisburg Area Community College (HACC), Gettysburg, PA
Self-study
Sun-Certified Java Programmer for the Java 2 Platform 1.4

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