RESUME DETAILS

CERTIFICATIONS

CompTIA Network+ Certified Professional -- ID# COMP001003736186 (7/2007)

Microsoft Certified Professional -- ID# 3470808 (8/2005)

CompTIA A+ Certified Professional -- ID# COMP001003736186 (5/2005)

EXPERIENCE

SYSTEMS ENGINEER, JCS Holdings, Inc.
Houston, TX
February 2007 -- Present

- Install, troubleshoot, and support Aloha server PCs, managers' systems, and Aloha POS terminals

- Perform as the main point-of-contact for Internet connectivity and phone communications troubleshooting and repair for the 120 Joe's Crab Shack restaurants

- Configure Cisco Systems Pix 501 firewalls with specific network information for each restaurant's circuit upgrade and troubleshoot existing firewall configurations to ensure proper Internet access

- Conduct system installations, troubleshooting, replacements, and upgrades of hardware and software for corporate customers and administer Active Directory accounts for all users and restaurants

DESKTOP SUPPORT ENGINEER, Baker Hughes International (Contract Position)
Houston, TX
November 2006 -- February 2007

- Provided desk-side technical support in the form of hardware and software configuration, installations, troubleshooting and upgrades

- Administered desktop and laptop computer accounts across all departments utilizing Microsoft Active Directory

- Utilized Tivoli Problem Management System to manage service requests and initiate 'follow-through' contact with customers

- Managed and recorded receiving of equipment, parts, and system orders

SYSTEMS SUPPORT ENGINEER, Helix Energy Solutions Group (Contract Position)
Houston, TX
August 2006 -- October 2006

- Managed and provided phone, email and desk-side technical support for local end-users as well as end-users on oil platforms and shipping vessels using Clientele ticketing system and Net Op Remote Control

- Administered end-user accounts and network configuration across all departments utilizing Microsoft Active Directory

- Kept track of network permissions and access, company assets, and supervisor approval documentation

- Performed hardware and software installations, troubleshooting, training, and upgrades

- Maintained internal documentation of installation and troubleshooting procedures

- Performed backing up, imaging, and reloading of company PCs

SERVICE TECHNICIAN, Computer Troubleshooters
Houston, TX
February 2004 -- July 2006

- Performed on-site installation, optimization, troubleshooting, replacement, and upgrade of hardware, software, and networks for commercial and residential customers

- Provided consulting services to customers: conversed with customers, evaluated customers' needs, then provided and implemented recommendations/solutions

- Conducted the installation, setup, configuration, and troubleshooting of wired and wireless networks, wireless Internet kiosks, customer online banking workstations, and restaurant point-of-sale machines

- Developed internal documentation for installation, troubleshooting, and repair procedures

- Evaluated software, hardware, OS's, and technologies for internal and/or customer use

- Provided phone, remote, and email support to commercial and residential service plan customers

- Utilized various software programs to scan and remove viruses and malware

HELPDESK ADMINISTRATOR, Lockwood, Andrews & Newnam, Inc.
Houston, TX
February 2003 -- January 2004

- Provided 1st-Level PC and network support and conducted follow-up calls

- Administer user accounts and network configuration across all departments with Microsoft Active Directory

- Performed Windows 2000 rollout in the Architecture department

- Supported VPN and mobile computing solutions

- Set up equipment for training sessions and presentations

- Supported and tracked printing and large format plotting

- Managed inventory of plotting supplies

GLOBAL TECHNOLOGY P.A.C.E. ASSOCIATE, Dynegy, Inc.
Houston, TX
July 2001 -- October 2002

- Developed PeopleSoft tables and pages for Financials, EPM, and HR/Payroll teams using PeopleTools 8 technology

- Created and maintained Crystal Reports and related SQL for different types of PeopleSoft reporting

- Trained and managed a 5-member ghosting team during the California Electronic Discovery Project and copied 255 workstations in 8 weeks

- Cross-trained with IT Helpdesk and Deskside Support Teams

- Developed Access database using VBA code and populated tables with machine, user, printer, and network information for over 50 Dynegy sites for IT Customer Service Team

INFORMATION SYSTEMS INTERN, WBRZ-TV News 2 Louisiana
Baton Rouge, LA
August 2000 -- May 2001

- Provided PC and network support for 5 departments in a Novell/NT environment

- Performed network administration and software installations and upgrades

- Organized inventory of computer and network components

- Configured and supported Microsoft Access 2000 tool used for managing You 2 TV video clips

COMPUTER LAB MONITOR, Louisiana State University Computing Services
Baton Rouge, LA
June 2000 -- May 2001

- Performed troubleshooting on IBM machines running Windows 2000 and network printers in 5 different computer labs

- Aided lab users with application problems or questions

CUSTOMER SERVICE REPRESENTATIVE, Dillard National Bank
Baton Rouge, LA
April 1998 -- August 1999, January 2000 -- April 2000

- Answered customers' credit card questions and resolved customer complaints

- Assisted store associates by telephone

COLLEGE PROGRAM STUDENT, Walt Disney World Company
Lake Buena Vista, FL
August 1999 -- January 2000

- Ensured guest safety and enhanced guest satisfaction

- Learned and performed duties required by the Walt Disney World Monorail System

EDUCATION

LOUISIANA STATE UNIVERSITY, Baton Rouge, LA
Degree: BS in Management Information Systems
Graduated: May 2001
Cumulative GPA: 3.36; Major GPA: 3.46

SKILLS

COMPUTER

Proficient in MS Windows 95/98/NT/2000/XP, MS Office 97/2000/XP/2003, MS Exchange, LAN/WAN Networking, MS Active Directory, Radiant Systems Aloha Manager, Radiant Systems Aloha POS, Symantec PcAnywhere, UltraVNC, HTML, Visual Basic, VBA, SQL Plus, Seagate Crystal Reports, Lotus Notes, Tivoli Problem Management System, Acronis TrueImage, Norton Ghost

Familiar with MS Windows Server 2003, MS Small Business Server 2003, Blackberry Enterprise Server, Radiant Systems Centralized Database Management, Corel WordPerfect, MS Visio, MS Publisher, MS FrontPage, Adobe Photoshop, DocVue, ForeFront, Clientele, Symantec Backup Exec, AutoCAD 2000i, PeopleSoft 8, PeopleTools 8, Query Manager Bentley Microstation, iManage, XML, JavaScript, nVision

COMMUNICATION/LEADERSHIP/PROBLEM -- SOLVING

Designed 2 batch files to run automatically, throughout the day and night, to output every store's contact information and connectivity status to a formatted text file with a date/time stamp and keep a rolling archive of the 3 most recent tests to aid in prompt responsiveness to connectivity issues

Actively participated as a member of the Winner's Circle Chapter of Business Network International (BNI) in Houston, TX meeting weekly with others of various professions and generating referrals

Interacted with guests from all over the world while serving as a Monorail Operator at Disney World, transporting up to 360 passengers per trip

Learned Timbuktu Pro -- a software application used for remote support, created a user's manual, and trained manager and 14 individuals from various Dynegy technical support teams

Participated in the PeopleSoft Financials Support on-call rotation, responding to and resolving user issues

Performed testing procedures and supported end-user training for Dynegy's launch of PeopleSoft eProcurement

Scheduled appointments with Dynegy employees to have workstations copied

Coordinated meetings and events while serving as Academic Excellence Chair in an engineering organization at Louisiana State University

HONORS

Phi Eta Sigma National Honor Society

Dillard National Bank Star Award in Recognition of Commitment to Quality Customer Service

Certifications
CompTIA Network+ Certified Professional ? ID# COMP001003736186 (7/2007)

Microsoft Certified Professional ? ID# 3470808 (8/2005)

CompTIA A+ Certified Professional ? ID# COMP001003736186 (5/2005)

CONTACT DETAILS

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