SUMMARY

Proficient in technical matters dealing with desktop/server, Laptops, microcompu

ters, data communications, and Local/wide area network technologies. Demonstrate
d the ability to work on and complete multiple customer service computer support
task simultaneously. Support in Windows Vista, Windows 7, Windows 2000 and Wind
ows XP", PDA, Remedy trouble ticket remediation and supported move/ add/ change
activity. Major outage notification lead bridge calls and the organization of di
saster recovery.
EDUCATION
Certificate, Computer Operations, Minor: Programming - 1990
The Chubb Institute of Technology, Parsippany, New Jersey
GPA: 3.0, Major GPA: 4.0. 13 month's of intensive training included: Master Cons
ole Operator functions
Certificate, Computer Support Spec, Minor: Programming - 2010
DFW Career Training Corporation, 1222 E Arapho Road, Richardson, TX
GPA: 4.0, Major GPA: 4.5. Fast track hands on training to acquire Comptia A+, Ne
twork +, MCDST, Security + certifications.
PROFESSIONAL EXPERIENCE
Consultant - 2010 to Present
Robert Half, Dallas, Texas
Move disconnect, reconnect, Dell desktops, Laptops at each onsite location with
client move solutions. Audited, inventory stack rack Cisco Switches, HP blade as
well as EMC devices with C.H Reynolds.
1998 to 2010
JCpenney, Plano, Texas
Customer Support Analyst Infrastructure Management Server group
Respond to BMC Performance Management (formerly PATROL) system alerts, high CPU,
IIS, Asp.net and large file sizes detected through automation alerting. Determi
ned if the automation is faulty utilizing Timbuktu Pro, Remote Desktop, Dsview t
o connect to each Enterprise Server,
Diagnosed problems regarding VPN (Virtual Private Network), Microsoft Exchange,
Internet explorer to each client's workstation.
Performed restores and backups in IBM Tivoli Storage Manger.
Gathered windows event logs, UNIX error logs for hardware or software failures.
Dispatched CompuCom on printer, server, and logistic equipment hardware failures
.
Reset blackberry passwords using a GUI interface on the Blackberry Enterprise Se
rver.
Attended disaster recovery meetings and contributed ideas to the plan for recove
ry.
Projected to development and implementation of Webfocus support into the JCPenne
y service desk leveraging project management skills.
Actively seek out software resolutions accessing various support websites relati
ng to Ms-Outlook, Outlook express, Word, VPN Secure client. In a very complexed
environment
Resolved Remedy problems associated with LAN/WAN, Server and infrastructure prob
lem resolution and root cause analysis,
Demonstrate Flexibility in a 7 x 24 hour facility. Instituted BMC knowledge mod
ules (High CPU utilization, file space full, IIS over 90%.
Used (ITIL) based processes in BMC Remedy Action Request System and captured and
isolated information and contributed to developing and maintaining team work, a
nd be able to work independently with minimal supervision
Projected to the setup and implementation of the ITCC Associate production Suppo
rt Server group.
Assisted in the setup and implementation of the Microsoft perfmon counters to wo
rk with patrol and open remedy tickets automatically.
In-support of www.jcpenney.com used Netscaler load balancer to disable and enabl
e the complex of servers, when IIS, ASP.net and CPU utilization would go over th
e thresholds. Interview and train new associates on JCPenney policies and proced
ures until confidence were achieved.
Migration of over 1100 Eckerd stores network equipment onto the JCPenney network
. Dropped shipped
Cisco 9600 Routers to the Eckerd site. Worked with the manager on duty and or th
e pharmacist to cable the router and configured it onto the JCPenney network unt
il it would ping and viewable in Openview.
Provided quality technical support to internal/external customers in a responsiv
e, empathetic, reliable, patient, resourceful and assured manner. Mufti-tasking;
by taking on several duties, tasks, projects and/or responsibilities at one tim
e
Utilized Hewlett Packard Open-view to perform technical network troubleshooting
of JCPenney Wide Area Network equipment with root cause analysis,
Fault isolation and restore actions to resolve Physical, Data link. Worked with
AT&T to dispatch out to JCPenney stores in trouble
Production Support Analyst - 1996 to 1998
Prime-co
Received in-bound calls regarding Cellular phones and call towers.
Monitored UNIX backups issuing line commands until job completion.
Utilized BMC Patrol to determine and identify problems with large file sizes,
UNIX printer problems as well as issues within the network. Dispatched circuit p
roblems to AT&T and Verizon.
Help-desk Support Analyst - 1995 to 1996
Frito-lay
In-support of Frito-lay drivers hand held units, local distribution centers as w
ell as internal clients.
Technical Support - 1992 to 1995
Mobil Oil
In-support of Mobil tech Support and programmers, regarding, V tam Lines, MVS ba
tch jobs and internal clients. Identified problems with IBM 3090 Mainframes, 339
0 DASD drives, and 2074 control units. Maintained backups with IBM OS/2.