Desktop Support Resume

Title
Desktop Support

Primary Skills
Desktop Support

Location
US-TX-Houston

Posted
May-20-09


OBJECTIVE
To obtain a position as an IT associate within an organization for growth and advancement.

SUMMARY OF QUALIFICATIONS
• Installing and maintaining Windows XP
• Knowledge of installing and maintaining Windows Server 2003
• Performing hardware / software installations, configurations and upgrades
• Cisco Call Manager and Unity Voice Mail System
• Knowledge of LAN/WAN design, subnetting, router and switch configurations
• Perform administration in Active Directory with Hyena software
• Perform testing of Dell switch configurations
• Desktop support for all end-users, remotely and on site
• Microsoft Office 2007
• Currently pursuing CCNA while attending Cisco Networking Academy
• Former Ground Security Coordinator
• Former Complaint Resolution Official
• Excellent customer service skills gained in the Airline industry
• Team oriented
• Extremely reliable and flexible
• Well traveled throughout the United States, Canada, Europe, Japan and the Caribbean

WORK EXPERIENCE
HOK Inc, 04/08-05/09 Houston, TX
Desktop Support
o Desktop support for 250 end users
o Responsible for Maintaining Cisco Call Manager and Unity Voice Mail System including configuring of Cisco telephones.
o Utilizing BMC Service Desk Express ticketing system to create help desk tickets for end users and following through till resolution.
o Trouble shooting, repairing and maintaining Dell laptops and Desktops.
o Image end user computers with corporate image.
o Install software and hardware as well as configure and perform upgrades on Desktops and Laptops.
o Upgrading firm ware on all Dell switches
o Maintaining several spreadsheets using Microsoft Excel
o Performing System Administration duties such as adding end-users to active directory using Hyena software.
o Provide printer, copier, and plotter support and maintenance



Aquent. 11/07-04/08 Houston, TX
Jr Tester
o Testing Laptop images in their developmental stage. Reporting and documenting any issues with the images. Creating observations with the Remedy ticketing system.

Rignet inc. 09/07-11/07 Houston, TX
Noc intern
o Receive trouble calls for initial diagnosis of customer. Troubleshoots network and satellites while taking calls as a NOC intern.
o Monitor worldwide VSAT and IP network, troubleshoot, and coordinate resolution of problems, including Cisco voice and data networking equipment. Manage customer interface during the resolution process.

Continental Airlines 02/01-08/07 Albuquerque, NM
Customer Service
o Extend customer service while assisting passengers with ticketing, check in, and boarding of their departing and arrival of flights.
o Assist passengers with their luggage complaints.

America West Airlines 12/86-02/01 Albuquerque, NM
Customer Service
o Assisted passengers with ticketing, check in, and boarding of their arrival and departing flights
o Offered customer service, and assisted passengers with their luggage complaints



EDUCATION
Houston Community College 09/08 -- Present Houston, TX
Cisco Academy CCNA

ITT Technical Institute 03/05-06/07 Albuquerque, NM
Associate of Applied Science, Information Technology/ Computer Network Systems
GPA: 3.81 Graduated, June 2007 Highest Honors

International Air Academy 09/86-12/86 Ontario, CA
Certificate of Airport Operations

Certifications
See above


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