A challenging technical support position utilizing my wide range of experience and education. Self starter and excellent experience working under pressure to meet required deadlines. CompTIA A+ certified; Network + certified; and Microsoft Certified Professional MCP 2.0.
Beyond certifications, very wide range of technical and soft skills and people skills. Widely recognized and reputed for outstanding customer service; for going beyond the call of duty to help clients; for cost consciousness; for dependability; for reliability; for proactive problem solving; for excellent skills of trade; for learning and keeping abreast of technology and ahead of competition.
Core Qualifications
Microsoft Office 2003,2007&2010,2013,365, Lotus Notes, SharePoint, experience with Windows 2000, NT, XP, Vista and Windows 7. CompTIA A+ Certification, Network + Certification, Experience with Active directory, SSCM, LAN/WAN, VPN, IPASS, VSAT, Cisco and Citrix. Support hardware/software, Data Migration. Experience with multiple ticket systems such as Altiris, Remedy, Service Now, Peregrine, and Heat. Excellent customer service experience, type 60 wpm, ten-key by touch, multi-skilled, strong communication
Experience
12/2012 to Present
Bickford Senior Living – Mission, KS,
Desk Top and IT Infrastructure and Network Support.
IT Systems and End-User Support Analyst acting as a single point of contact to troubleshoot research, Executive Support, diagnose, document, and resolve technical issues.
Support various Windows platforms and Microsoft Office suites, Windows 10 Windows 8.1, Surface Pro 3,Office 365,One Drive for Business MS Exchange, Internet connections, hardware/peripherals, and high-end trading software in a fast-paced working environment; on-site and remote support for 2500+ employees of Conoco Phillips Services Corporation.
Aided with projects related to OS migrations, Exchange Server migrations and various new software implementations.
Perform System Administration functions using DRA, Active Directory, MMC, Computer Management, Routing and Remote access, DFS, User Account management and Resetting Passwords.
Managed global implementation and oversight of hardware asset control and inventory systems Contribution made to the improvement in office operations and customer service, including metrics, turnaround reduction, restoration rate and SLAs.
Hardware and software preventive maintenance including change requests, control and implementation, Mobility Support, IPhone, Androids, Good App, IPads.
09/2007 to 12/2012
Senior Desktop Support AnalystAdvanced Drainage Systems, Inc. – Denver, CO,
Performs installation, configuration, and upgrade of computer hardware and software.
Responds to IT inquires and requests from Shell employees and solve Shell Desktop support issues.
Prioritize, schedule, and administer all instances where enhancements and error corrections are required.
Work with the appropriate technical support contacts to bring Shell application resolution.
Responsible for user accounts, security permissions, e-mail profile configuration, anti-virus, and anti-spam programs.
Documents processes and monitors systems.
Applies advanced diagnostic techniques to identify problems, investigate causes, and implement solutions.
Interface with other IT disciplines to successful complete implementations.
Track and reconcile all hardware assets using a asset management database spreadsheet.
Maintain records and databases containing information regarding licenses and service agreements for the shell energy north America business units hardware and software information.
Design and implement technical solutions that meet business user requirements.
Proposing improvements in the business support systems as well as the business processes through participation in the process improvement teams and through the analysis of the incoming trends.
04/2003 to 09/2007
ContractorHcl Technologies Ltd. – Peoria, AZ,
to
Help Desk / Desktop Support – , ,
Provide technical support to all internal employees.
Work to diagnose and solve problems that users may have with desktop and laptop environments including operating systems, hardware, network connectivity, remote access, standard corporate applications.
Build workstations for new hires, troubleshooting issues, and maintained anti-virus software.
Routinely test equipment for good working condition and arrange necessary repairs.
Beta testing of software and hardware compatibility, configuration of desktop image and installation of new systems.
Assist with one or more user support team areas which includes inventory management, helpdesk tracking software, and network printers.
Generate tickets using Remedy ticketing system and escalating tickets to appropriate IT personnel.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Education
Expected in 2003
Diploma: From Technology Business Skills Institute - Las Cruces, New Mexico GPA: Covered 43 semester credits.
Expected in
: Onate High School - Cruces, New Mexico GPA:
Professional Affiliations
Languages
fluent in Spanish, self starter and very reliable.
Skills
ten-key by touch, A+ Certification, Account management, Active Directory, Analyst, anti-virus, asset management, business processes, Cisco, Citrix, strong communication skills, Hardware, computer hardware, Excellent customer service, customer service, Data Migration, databases, database, e-mail, fast, image, inventory management, inventory, LAN, Lotus Notes, access, Exchange Server, MS Exchange, Microsoft Office, Office, Microsoft Office suites, SharePoint, Windows 7, Windows, Windows 8.1, Windows 2000, NT, monitors, network printers, Network Support, Network, operating systems, OS, Peregrine, peripherals, personnel, processes, process improvement, Maintain records, repairs, research, Routing, self starter, Shell, fluent in Spanish, spreadsheet, System Administration, technical support, User Support, Desktop support, test equipment, troubleshoot, troubleshooting, type 60 wpm, upgrade, VPN, Vista, WAN
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