Education:

• Education Level: Associates Degree
• Major: Information Technology

Professional Experience:

Confidential,1301 Ridgeview Drive, Ste. 100
Lewisville, TX
June 2012- present
Tech Helpdesk Analyst

• Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution.
• Applies understanding and knowledge of information systems products and services to assist users.
• Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems.
• Coordinates referrals to appropriate technical, professional, or service personnel.
• Receives and prioritizes issues and forwards using appropriate escalation procedures.
• All other duties as assigned.
• Connectivity – VPN - compass-era
• Iphone/IPad support

Confidential,Texas
720 N Beaton Street
Corsicana, Texas
Apr 2010 - May 2010
Workforce Dev Specialist

• Assisting users with our website
• Matching jobs to potential employees
• Training
• Resume assistance
• Data Entry

Confidential,2000 W Hwy 287 Bypass
Ennis, Texas
Jan 2009 - Dec 2009
Desktop Analyst

• Provided face to face desktop and laptop support in a call center environment
• (software and hardware related)
• Provided IP Phone Support (Avaya)
• Remedy Help Desk Software
• Remote Desktop
• Unlocking Network passwords
• Ghost PC Imaging
• Microsoft Office/Citrix/Java/Adobe Reader/McAfee
• Backing up/Replacing OST/PST files, IE favorites, Desktop Shortcuts, My Documents etc.
• Troubleshooting Connectivity Issues
• Reviewing the Event Viewer for application and system error messages
• Adding/Deleting users from Active Directory, adding security groups
• Joining/Disjoining Pc\'s from the domain
• Mapping network drives and printers
• Install/Uninstall Software
• Replaced Hard Drives, Mother Boards, RAM
• Install Dual Monitors/External Video Cards
• Troubleshoot and installation of Printers/Drivers (both local and network printers)
• Customer Service – Multi-tasking – Data Entry
• Administrative Functions

Confidential,2803 South Kaufman Street
Ennis, Texas
Apr 2007 - Apr 2008
IT Help Desk Assistant

• Provided desktop and laptop support (network users and remote network users)
• Setup, remove, restrict users (adding users to groups) in active directory
• Troubleshooting Windows 2000, XP and Vista
• Microsoft office and One Note assistance and troubleshooting – Data Entry
• Citrix Troubleshooting
• Microsoft Solomon Troubleshooting
• Providing access and restricting access to drives and folders
• Unlocking Email and Network passwords
• Monitoring the firewall and blocking forbidden websites and unblocking those that were found acceptable.(Barracuda)
• Daily Tape Backups of Shared Drives.
• Finding and restoring deleted files on backup tapes.
• VPN configuration and troubleshooting.
• Basic LAN troubleshooting
• Server Monitoring and updates and restarting services etc.
• Remote Access to servers via VPN and or Gotomypc
• Software installation
• Maintained the Altigen Phone system (IP phones - add users/setup menus/remove users, server issues and updates)
• Adding users to SQL
• Provide support for wireless accessories such as the users mouse/keyboard and USB devices
• Maintaining records of trouble support using Numara Track-It
• Maintaining licensing information as well as backup copies of software
• Maintaining Department receipts and spreadsheets for expenses incurred
• Wireless Card Support
• Blackberry Device and Server Support

Confidential,815 West Ennis Avenue
Ennis, Texas
Apr 2002 - Mar 2007
Real Estate Loan Processor/Teller/Bookkeeping

• Bookkeeping, Data Entry, Customer Service, Reconcile Clerk BSA Committee, Real Estate Loan Processing, Delegating reports to their respective users Assisting customers with balances and overdraft information, while maintaining strict privacy laws. Filing of checks Use of a single pocket and multipocket proof machine (used to encode checks or put them in account number order etc)
• Researching records in connection with the department of human resources and the IRS. Comparing signatures on checks to the signature card we have on file to help prevent forgery.
• Assisting users with our automated banking system and the correct procedures to take if forgery is suspected on their visa debit or ATM card.
• Use of postage machine, fax, copier and typewriter are also included in my job description.

Confidential,2203 W Ennis Avenue
Ennis, Texas Dec 2001 - Feb 2002

Receptionist/Floater/Accounts Payable

• Data Entry - Assisting with entering bills into Great Plains Software Alphabetical filing Answering Phones - (Switchboard of 10 lines) Assisting the Shipping and Receiving Department with Fed Ex Pick up scheduling and documentation. Accounts Payable

Confidential,106 East Baylor Street Oct 2000 - Jan 2001
Ennis, Texas

Customer Service/File Clerk

• Customer Service Data Entry Numerical Filing Order Clarification Returns

Confidential,1425 Gross Rd
Mesquite, Texas Feb 2000 - Apr 2000

Staffing Specialist

• Tested temporary employees on computer, ten key, and typing skill levels Assisted with the application process Solicited job orders from local businesses, and matched employee skill levels with available positions of employment and in turn presented the information to the employers for approval/consideration.

Confidential,106 East Baylor Street
Ennis, Texas Jun 1995 - Feb 2000

Customer Service/Data Entry

• Customer Service Data Entry Numerical filing Order clarification Returns Shipment of packages in need of export documents etc.