Technically skilled professional intimately experienced in monitoring and controlling of systems for
optimal performance and failure/error. Over 10 years of IT support in the Energy, Education, and
Healthcare environments supporting, as many as, ten thousand users. Trained in desktop, help desk,
auditing, networking, and data center operations. Quality-focused, driving improvements through
team leadership and knowledge of Six Sigma. Knowledgeably troubleshoots and resolve issues, use
Active Directory, basic server administration, and enter commands that activate controls and operate
equipment from the mainframe.
MS-DOS, SCO UNIX, HTML, Structured Programming in C, Networking Concepts and Applications
Support Services Analyst06/2010 to 10/2010OBJECTWIN TECHNOLOGY INCHouston, TX
Addressed technical issues for clients through helpdesk delivered face-to-face, by telephone,
and via remote access.
Contributed to the implementation of internal audits.
Originated and terminated accounts
Assisted staff in the resolution of basic user hardware and software challenges.
Active Directory, EMR system (ClinicStation), Identity Management, Peoplesoft, RSA SecurID,
SSL VPN, IBM: TSO/ISPF/ RACF, Altiris.
Contracted with the Information Security Department at MD Anderson Cancer Center.
Salary $23/hour, 40 hours/week.
Computer Operator11/2006 to 10/2009UNIVERSITY OF TEXAS AT MD ANDERSON CANCER CENTERHouston, TX
2, Laboratory Information Systems (LIS)
24/7 data center monitoring to facilitate high-level system availability.
Managed basic server administration, switch monitoring, routers, UPS, and server alerts.
Generated tickets using Altiris, overcoming issues with software applications, Windows OS,
Lotus Notes, and Active Directory.
Updated daily log turnover.
Verified the availability of all mandated support documentation in adherence to audit
recommendations and implemented internal semi-annual and annual audits.
Tracked, averted, and escalated problems to the applicable support group for resolution.
Tape backups for daily, weekly, and monthly maintenance on HP Storageworks and Cerner Lab
systems; DLT, LTO tapes.
Monitored Halon and HP System Insight Manager (Server, router, and switch monitoring)
Chaired Quality Improvement Team for 3 years and executed a Six Sigma project to shorten
response times for desktop services in Lab Informatics.
Used SPSS and Excel tools.
Created technical documents for upload to SharePoint Knowledgebase.
Performed semi-annual and annual audits of user access records for LIS healthcare systems.
Disaster Recovery Team member
Salary $48,500, 40 hours/week.
Computer/Network Operator01/2002 to 01/2006METHODIST HOSPITALHouston, Texas
Met production schedules and maintained batch and online operations of IBM mainframe and
workstations, resulting high system availability uptimes.
IBM z/OS: TSO, JCL, ISPF/SDSF
Prevented, diagnosed, and resolved hardware and software issues and peripherals.
User support in Active Directory.
Basic server administration, VPN, and Outlook.
Troubleshoot user issues with EMR systems (Cerner and Meditech).
Employed HEAT systems to
document calls and submit daily log.
Kept track of data center temperature, UPS, switches, routers, and server alerts by server farm
system (Ipswitch What's Up Gold for network monitoring).
Storage backups: IBM 3494, 3584; DLT, LTO, IBM Cartridges
Salary $37,000, (40 hours/week).
Tax Associate01/2002 to 01/2006H & R BlockHOUSTON, Texas
Math Teacher01/2000 to 01/2001SOUTHWEST HIGH SCHOOLHouston, Texas
Senior Computer Operator06/1997 to 09/1999SHELL SERVICES INTERNATIONALHouston, Texas
Salary $26,000, 40 hours/week.
Computer Operator08/1996 to 06/1997TEXAS SOUTHERN UNIVERSITYHouston, Texas
Salary $9.00/hour, 20 hours/week.
Education and Training
Master of Business Administration2014Devry UniversityHouston, Texas3.0
Bachelor of Science: Mathematics1998Texas Southern UniversityHouston, TexasMathematics
Microsoft Certified Desktop Support Technician (MCDST)
Microsoft Certified Professional (MCP)
Certified Internet Web Associate
A+, Active Directory, Tape backups, Basic, C, Cancer, hardware, clients, Disaster Recovery, documentation, HP, HP System, HTML, IBM, Information Security, Information Systems, internal audits, ISPF, JCL, Lotus Notes, IBM mainframe, Meditech, access, Microsoft Certified Professional, MCP, Microsoft Certified, Excel, Windows OS, Outlook, SharePoint, MS-DOS, network, Networking, OS, Peoplesoft, peripherals, Quality Improvement, RACF, router, routers, SCO UNIX, Six Sigma, SPSS, SSL, Structured Programming, switches, switch, User support, Desktop Support, Technician, telephone, Troubleshoot, TSO, TSO/ISPF, VPN