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| Desired Industry: Information Technology |
SpiderID: 15259 |
| Desired Job Location: Tulsa, Oklahoma |
Date Posted: 9/2/2007 |
| Type of Position: Full-Time Permanent |
Availability Date: Any |
| Desired Wage: |
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U.S. Work Authorization: |
| Job Level: Experienced with over 2 years experience |
Willing to Travel: Yes, More Than 75% |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: Undecided |
Objective:
To find a fun, challenging work enviroment that will allow me to grow, not only interpersonally but within the company structure as well.
Experience:
Relevant Experience
Company: EDS – 2nd Level Remote Desktop Management Team
Duration: April 2007 - Present
Leaving Position: IT Technician
Reason For Leaving: None Yet
Functions: Providing support for 3 accounts: EDS, Sabre, and American Airlines. Duties included: Pushing software via SMS, Re-imaging affected computers remotely, building printer queues on print servers. Also providing any type support needed to Field Engineers who are on site, along with providing resolutions to problems for customer issues not resolved by first level agents.
Relevant Experience
Company: Alorica Inc. – UPS Supply Chain Solutions IT Service Desk
Duration: October 2005 – April 2007
Leaving Position: Subject Matter Expert
Reason For Leaving: Outsourced account
Functions:
Production Down Operations Team
• Monitoring high severity issues that could cause the client financial impacts if not resolved in a timely manner. Acting as the “face” of the helpdesk, I would follow up with any support team member or end user to either resolve or help facilitate a possible resolution.
• Communicate with\direct fellow team members to isolate any problems that would cause an internal call spike; handling the situation effectively and efficiently while balancing pleasing the problematic users with the service level agreement requirements of the client.
• Provide support to fellow team members and educate them on issues where improvements could be made as well as any changes to Helpdesk procedures, policies, and supported applications.
ID Creation Team
• Creating Network IDs for each UPS-SCS which allows them to login to their pc as well as assigning permissions and roles associated with that employee’s job function; whether it be adding a specific application to their Citrix profile or giving them permissions to access shared network drives. The ID creation process also includes creating IDs for an assortment of UPS-SCS applications.
Web Ticketing Team
• Assess end user issues with minimal information. Communicate and route all cases to the appropriate support team under the specified response time for web tickets according to the client’s specifications. Create reports facilitating communications with team members and management regarding case volumes and longevity.
Education:
2 years of South Intermediate High School
G.E.D.
Skills:
• Desktop
Installing and configuring any software related to pc functionality. Symantec Antivirus and Microsoft Office (98-2003) were the most common applications I managed. Also able to push SMS profiles to computers or any singular application required for job function. Also able to remotely or directly familiar with re-imaging computers at affected locations. Among other things, setting up shared drive access, email (all types of accounts), and setting up or maintaining NT\AD ids. Also, giving permissions to the NT ids to allow for certain accesses and updating the Citrix profiles to give the end user access to a desired application.
• Intranet & Internet
Managing connectivity along with any access or proxy configuration issues dealing with company related web sites or portals that employees use for job processes.
• Printers
Capable of installing, configuring, and mapping local or network printers, as well as troubleshooting any port or data issue with printers. Able to build print queues on local print servers. Also familiar with UNIX type mainframe printing. Routing, bumping, and clearing printers and troubleshooting axis\net port boxes attached to the printers are processes that I am very familiar with.
• Servers
Troubleshooting process or application issues that deal in communicating with servers. Reinstall applications that are hosted on the server “share” folders. Pushing software via SMS. Able to quickly identify when servers are failing or have completely crashed and direct end users to physically cycle the box pending proper investigation from designated server team.
• Hardware
Installing any peripheral devices associated inside or around a pc.
• Network
Able to troubleshoot and quickly identify any type of network problem and getting it expedited to the right whether it is a bad switch at a site or complete circuit failure. Also able to troubleshoot any home networking problem that would involve connectivity and VPN issues.
Reference:
Zach Mangialomini - 918-728-0496
Linda Overton - 918-850-3526
Cathy Harris - 918-576-8898
Candidate Contact Information:
| Name: Jimmy Cox |
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| Street: - |
Phone: 918-813-6548 |
| City: Tulsa |
Fax: - |
| State: Oklahoma |
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| Zip: 74136 |
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| Web Site: |
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