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Resume #78100

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As reflected, I am a Microsoft Certified Professional with Win2K Professional and Server. My background includes specialized training and six years in technical capacities. I am a highly motivated professional with outstanding communication, presentation and interpersonal skills.

Areas of particular strength include:
© Systems management to increase controls and reduce downtime and errors
© Managing connectivity and remote access in LAN, WAN and VPN environments
© Focus on service and satisfaction for internal / external customers
© Providing technical assistance to non-technical audiences
© Network systems administration including A+ training
© Superior skills in troubleshooting, diagnosis and repair

Currently I am seeking a position where my talents will contribute to the growth of a dynamic organization. As part of job responsibilities I am available for business travel. I believe that my professional skills and personal integrity will be a valuable addition to your team.

PROFESSIONAL PROFILE

Accomplished IT Professional with extensive background that includes nine years in technical roles, offering significant expertise in the following areas:
© Proven success in systems maintenance to increase controls and reduce downtime and errors; managing projects in time-sensitive environments without sacrificing quality standards
© Demonstrated proficiency with LAN, WAN and VPN environments for accessibility from multiple sites worldwide; handling issues with backups and security; superior skills in troubleshooting, diagnosis and problem resolution
© Knowledgeable with network systems administration including training with operating systems, servers, directory services, drives, memory, sound / video cards, modems and printers; A+ training and Microsoft Windows 2000 Professional / 2000 Server certification
© Strong background with web hosting and e-commerce / online stores including use of HTML; installing software and configuring workstations
© Consistently focused on customer service initiatives for both internal and external clients; strength in communicating complex ideas to staff, users and client base at all knowledge levels
© Outstanding communication and interpersonal abilities, with ability to question and explore problems thoroughly and quickly; highly detailed and focused; excellent record of attendance and punctuality; loyal and dedicated to company objectives
TECHNOLOGY SKILLS:
© Operating systems: Windows XP / 2003 / NT 4.0 / 98
© Software: Excel, Word, PowerPoint, Access and Outlook
© Tools: Remedy and Vantage, Service Center documentation systems; Active Directory; Microsoft Anti-spyware; Norton Anti-virus

CAREER OVERVIEW

PETROLEUM LANDMAN
DJEnergycom, Shepherd, Texas – 08/2008 to 01/2009
© Run title on specific tracts of land to determine mineral ownership.
© Confirm ownership through County Courthouse, Abstract offices and County Tax office.
© Make contact with minerals owners and negotiate an oil and gas lease.
© Maintain Mineral Ownership Reports and Lease Availability Searches

CTS HELPDESK COACH
Shell Information Technology International, Houston, Texas – 04/2008 to 8/2008
© Analyze, resolve, and log all issues by email, phone, and face-face sessions with the agent.
© Reviews recorded calls between the agent and clients to insure quality support.
© Identify issues with client/employee and implement streamlined processes.
© Maintain reports on adherence to the Service Level Agreement.
© Encourage and motivate the agents to take advantage of training available through Shell.

CTS HELPDESK AGENT
Icon Information Consultants, Houston, Texas – 12/2006 to Present
© Supports all Shell employees globally by phone or email providing a high level of technical support.
© Provides support regarding access to the Shell VPN remotely.
© Employs several different tools in the troubleshooting process including Netmeeting Windows 2000 MMC, DRA, HAT and PRIMUS. Documenting all calls in Service Center.
© Provides support for numerous applications including Windows 2000 and MS Office Suite – primarily Outlook.

MOPAQ TECHNICAL SUPPORT TECHNICIAN
Volt Inc., Houston, Texas – 2/2005 to 12/2006
© Support remote network access serving North American sales staff of 5500, on outsourced basis for major computer manufacturer. Provide telephone assistance regarding access to corporate VPN via Microsoft remote access (MSRA) application and Nortel connectivity tool.
© Resolve problems with software and hardware issues for laptops and peripherals such as local and network printers. Implement fixes remotely via NetMeeting sessions. Work extensively with Outlook to rapidly resolve client problems in managing up to 400 e-mails daily.
© Process overnight shipment of replacement laptops and return of faulty equipment as required.

IT / WEB HOSTING HELP DESK TECHNICIAN
Convergys, Houston, Texas – 5/2003 to 2/2005
© Provided telephone support for global customers of DSL network provider and web hosting provider, specifically e-commerce stores, on outsourced basis.
© Received inbound customer calls, and probed for further details on issues with network access and connectivity. Analyzed and diagnosed problems, and provided detailed instructions to resolve.
© Previously provided phone support for new customer installation of DSL equipment and routers.
© Frequently selected for weekly five-member conference call with corporate staff, to discuss concerns and provide recommendations for streamlining processes.

INSTALLATION TECHNICIAN
Aulds and Garner Telecom Services, Houston, Texas – 3/2001 to 11/2002
© Installed and tested OC192 fiber optic and DSX coaxial bays in support of high speed Internet access for several telephone service providers, on subcontract basis.
© Received assignments, traveled to central offices in south Texas, and completed projects of up to several weeks duration.

TELECOMMUNICATIONS TECHNICIAN
Polk Systems Inc. (PSI), Houston, Texas – 12/1999 to 3/2001
© Certified to install, terminate and test fiber optic, copper and coaxial cabling for voice, data and Internet communications, under subcontract to telephone service provider.
© Served as point of contact for site managers on new construction projects, and coordinated with other crews for appropriate work scheduling. Participated in small and large projects, including cabling of new schools and civic auditorium.
© Utilized Wirescope 155 for testing of copper and coaxial lines.
© Selected as Team Leader for four-person project teams. Assigned specific tasks, assisted as necessary, and inspected for quality and on-time completion.

LAB TESTING SPECIALIST / PROCESSOR
Borden Inc., Conroe, Texas – 4/1987 to 11/1999
© Rapidly earned advancement from receiving finished products to managing pasteurization process and, finally, to receiving and testing content of raw milk, for producer of dairy products.
© Responsible for final decisions on acceptance of raw milk for processing. Maintained precise procedures for storing and labeling samples as well as cleaning of tanks, in compliance with state and federal requirements.

EDUCATION

CERTIFIED – Microsoft Certified Professional (MCP) – Windows 2000 Professional / 2000 Server
CERTIFICATION PROGRAM – toward Microsoft Certified Systems Engineer (MCSE)
Quick Strike, The Woodlands, Texas – 11/2002
© Information technology studies included; network and operating systems essentials; implementing Win2K professional and Win2K server; designing and administering directory services in Win2K; and MS Exchange 2000.

CERTIFIED – Telecommunications Installation and Repair
Texas A&M Extension Institute, College Station, Texas – 12/1999
© Study included 2-pair to 3000-pair lines; installation; splicing; basic electricity; and troubleshooting.

TECHNICAL STUDIES – Computer Technology – toward IT degree
Kingwood College, Kingwood, Texas – summer 1998 to spring 1999
© Courses included: system administration; hardware upgrades and configuration; PC operating systems; WinNT; Windows Server; data communications; and A+ training.

References Provided Upon Request

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