IT Support Resume

Title
IT Support

Primary Skills
Windows XP/Vista, MS Office, Lotus Notes, VOIP

Location
US-TX-Houston

Posted
Jun-06-09


PROFESSIONAL SUMMARY

Creative IT Support Specialist with extensive experience in ensuring that the design and integration of processes, systems software, and hardware solutions lead to the stability of the business. Review and propose major IT enhancements and identify systems issues related to business support. Improve technological methods to help in the training of the end-users. Comfortable in presenting to executive management and all levels within the organization. Strengths include:

* 1:1, Group, & Train-the-Trainer Facilitation
* Able to Work Independently or on a Team
* Document Management System Design
* Fully Bilingual in Spanish
* Group Leadership Abilities
* Strong Communications Skills * Applications: Windows XP, MS Office; Lotus Notes, Lotus Sametime; & Pointsec
* Management Systems: FoxBASE; WANG/OIS to Macintosh.
* Security Systems: SecureID, Remedy
* VOIP Systems: Cisco CallManager



PROFESSIONAL EXPERIENCE

ERNST & YOUNG, Houston, TX 1988 - 2008

Senior Support Specialist II (Desktop Support) 1993 -- 2008
Word Processing Operator and Technical Assistant 1988 -- 1993

* Company moved from antiquated centralized approach to one that is PC-based. Developed and implemented a new system to include templates, file naming protocols, procedures, and usage guidelines. Incorporated new features and upgraded templates and macros to continue to improve this product. Resulted in improved accuracy, time-savings and greater ease of use. These designs and strategies are being used through the company today.
* Through persistence and self-teaching, developed a 1:1 training for the VOIP phone system. When we upgraded the system, I learned the new system quickly and was able to resolve a large number of lingering company data issues caused by the transition.
* As “New Hire Coordinator” made certain all accounts, and hardware and software were prepared and ready when and where new employees started. Created phone set-up, computer reconfiguration and training. Training could be 1:1 or for groups up to 100. Additionally, involved coordinating with numerous office personnel and required monitoring of Lotus Notes databases.
* Remedy used by company to track and resolve system problem resolution, requiring all to be generalists, able to assist with anything. Developed expertise in Lotus Notes issues and Cisco CallManager. As a result, was asked to participate in Subject Matter Enabler Teams for Lotus Notes and CallManager, and became a member of a peer group of Lotus Notes designers.
* Developed and presented a number of lunchtime technology classes for the general user.
* Member of a team that developed and designed a service for customers to schedule computer tune-ups at their convenience. Planned and implemented the preliminary survey that determined the success of the project. Designed the Lotus Notes calendar database to track the appointments in this project to the specifications of the team, and helped test it for National roll-out to the other USA offices of Ernst & Young.
* Member of Technology Support Services Team. Supported company loadset in Windows XP and all hardware and other applications specific to the various business units. Determined the IT troubleshooting model for all the US offices in the firm and determined the parameters needed for an application to support that model.
* Managed office SecurID passcard inventory and needs.
* Provided technical assistance to the supervisor and operator in an eight-person word processing department. Responsibilities included word processing on the Macintosh computer, creating boiler plate documents for the department, aiding in designing department procedures, adapting new software or software updates for department uses, and training the other operators in all procedures.
* Backup proofreading services, which included audit reports. In addition, designed the document management database system for the department in FoxBASE. Played the key role in the conversion and training process as we changed from a WANG/OIS to Macintosh.


EDUCATION & COMPANY SPONSORED TRAINING

Netware 4.1 Administration -- 1998
Windows XP -- 2002
Quintus -- 2001
Remedy -- 2005
Cisco CallManager 6.1 - 2008

Brigham Young University -- Provo, Utah
BACHELOR OF SCIENCE PROGRAM
Mathematics, Computer Science, Physics, Electronics, English

Certifications
See above


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