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Helpdesk Support Technician Resume

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Houston, TX

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OBJECTIVE

Seeking new challenges in data center services for, technical support or desktop support, to enhance an organization\'s business efficiency

Software

  • Microsoft Windows 98 – XP
  • Microsoft Office 2000 – 2007
  • Active Directory modifications
  • Other Computer Brands
  • OS X working knowledge
  • VPN
  • Helpdesk Ticket Apps
  • Acronis True Image
  • Antivirus Software
  • Malware removal software

Hardware

  • Dell Optiplex desktops
  • Dell Latitude laptops
  • HP desktop computers
  • Thinkpads
  • Printer installations
  • Basic Printer Maintenance
  • Computer imaging
  • Mainframe

Highlights Of Qualifications

Cost conscious: May 2004 winner of The State of Florida\'s annual Davis Productivity Award for a sign on exit in IMS that is implemented and now saving more than $125,700 per year
Adaptability: Successfully moved among state-of-the-art systems from IBM computer operations to Unisys telecommunications to IBM networks. Works with PC software, hardware, TCP/IP and SNA networks.
Provides Desktop, Helpdesk and operational support in Oil and Gas, Government, Electronics and Banking industries.
More than 11 years experience in a fast paced technical support help-desk supporting desktop software, hardware, applications and networks for the State of Florida.

Experience Highlights:

Confidential Houston, TX 
Helpdesk Support Technician Feb 2009 – Feb 2010

Provide operational support to the Company’s internal customers/end users on a variety of IT issues. Identifies, researches, and resolves technical problems. Responds to calls, email and personnel requests for technical support. Documents, tracks and monitors the problems to ensure a timely resolution. Responsible for assembling new PC hardware, installing software, connecting PC’s to the corporate network, training users in the use of PC software, supporting main operational application, maintaining printers and printer software.


Confidential Houston, TX 
Helpdesk Analyst October 2008 – December 2008

Provided IT Helpdesk support for all levels of enterprise employees and rig workers world wide
Via phone and email. Provide network support for office workers, rig employees and vessels at sea. Assisted with domain migrations for company merger with Global Santa Fe by reconfiguring Exchange server name in Outlook for the new domain and verifying new AD user ID’s, and passwords for overall functionality. Occasionally created some new accounts in Active Directory.
Record, track and escalate trouble tickets in ITSM system. Provided basic support and password resets for LDAP corporate directory. Performed desktop support as needed.

Confidential, TX 
Helpdesk Analyst October 2007 - April 2008
Provided IT helpdesk support needs via phone and email. Password resets for network ID, SAP ID, RSA token etc. Supported Microsoft Office, Norton, Webroot and plant-specific applications Analyze and resolve connectivity issues - LAN, VPN, Wireless. Resolve desktop issues as needed. Applied updates, patches, and other changes to the IT environment.

Confidential. Houston, TX 
Technical Support. August 27, 2007 to September 28, 2007 
Supported Proprietary software and hardware developed and sold by the company. (Signed non-competitive agreement). Diagnosed problems with proprietary video capture cards and cameras used for video surveillance systems. Provided support for Dell Poweredge servers that housed the capture cards and software.

Confidential Houston, TX 
Customer Service Representative July 2005 to April 2007 
Functioning as call center representative/customer service representative for nationwide corporation.Advising high-end customers on consumer electronics sales, custom installations and services.

Confidential Tallahassee FL 
Office Automation Analyst June 1992 - November 2003
Analyze user requirements, procedures, and problems to automate computer data processing or to improve the existing computer systems; consulting with organizational unit personnel to analyze current operational procedures; identifying system problems and determining specific system input and output requirements; reviewing computer system capabilities and determining upgrade levels for computer systems.

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