Experience

Rice University

• United States
• Higher Education
• 700 & Above Employee

• Support Specialist II - Divisional Representative

  • May 2018 - Present

  Provide first line technical support on Desktop Computing software, hardware, peripheral and networking systems for faculty and staff.Resolve user reported issues expeditiously and with efficiency. Work with team members and clients to develop long and short-term plans for the acquisition, maintenance, and operation of hardware, software, and network components within the assigned department.Perform hardware and software installations and upgrades. Provide support and perform software installations and upgrades to secure VDI environment.Maintain software and hardware inventory for supported areas. Show less

• Support Specialist II - Help Desk

  • Aug 2014 - May 2018

  • Provides technical support, training and consultation by phone, email or assisting walk-in faculty, staff, graduate students, undergraduates and retirees of the university on software, hardware, peripheral and networking systems. • Provides walk-in support and mentors student computing consultants as needed to assist with walk-in customers. Serves as the second-level support for the Student Computing Consultants as needed to support walk-ins.• Uses Bomgar tool for remote assistance to resolve customer issues; provides training and consultation expeditiously and efficiently; leads in the usage of the Bomgar tool more than other support specialists. • Provides second tier support via re-routing phone calls, resolving Help Desk queue incident tickets and call- back customers. Show less



Hess Corporation

• United States
• Oil and Gas
• 700 & Above Employee

• Tehncial User Support Analyst

  • Jan 2011 - Aug 2014

  •Responsible for installing and configuring, hardware, software, and peripherals for Windows and Linux users.•Diagnosed and troubleshot hardware and software issues for our department users in the Houston office.•Performed remote support via remote desktop and or over the phone. •Resolved escalated issues in a timely manner per our SLA.•Provided technical support for plotters/printers.•Installed and upgraded HP Blade Workstations to Windows 7. •Provided support for Subsurface Computing applications on Windows and Linux•Supported log and wide format plotters Show less

• Technical Computing Intern

  • Apr 2007 - Dec 2010

  •Configured and installed hardware, software, and peripherals and network connections for Windows and Linux users. •Accountable for upgrading memory and Redhat OS in Houston Linux cluster.•Diagnosed and troubleshot hardware, software and network issues for technical users in Houston office.•Performed support and troubleshooting over the phone.•Resolved escalated issues in a timely manner. •Maintained datacenter inventory for Technical Computing servers and network switches.



Strategic Careers

• Technical User Support Analyst

  • Jan 2011 - Aug 2014

  Contracted for Desktop Support at Hess Corporation Contracted for Desktop Support at Hess Corporation



University of Houston-Downtown

• Computer Operations Technican

  • Oct 2005 - Apr 2007

  •Configured, troubleshot, and repaired desktop computers for UHD faculty and staff. •Assisted network group in re-cabling part of UHD campus and installing new Siemens phones. •Troubleshot and repaired audio/visual equipment in visualization classrooms and conference rooms. Responsible for routing signals for offsite classes for students at UH Clear Lake and Sugarland. •Supported server group with installing new server racks and Dell servers. •Configured, troubleshot, and repaired desktop computers for UHD faculty and staff. •Assisted network group in re-cabling part of UHD campus and installing new Siemens phones. •Troubleshot and repaired audio/visual equipment in visualization classrooms and conference rooms. Responsible for routing signals for offsite classes for students at UH Clear Lake and Sugarland. •Supported server group with installing new server racks and Dell servers.



Sirius Solutions

• Houston, TX

• HelpDesk Support

  • Jan 2005 - Aug 2005

  •Supported offsite users and troubleshot their issues over the phone and remotely. •Installed and configured HP Laserjet printers. •Primary for maintaining laptop and printer inventory. •PC/Laptop deployment: backed up users data with Ghost, installed, configured, and repaired laptops with Windows XP and Office 2003. Image, Troubleshoot, Repair HP Laptops. •Supported offsite users and troubleshot their issues over the phone and remotely. •Installed and configured HP Laserjet printers. •Primary for maintaining laptop and printer inventory. •PC/Laptop deployment: backed up users data with Ghost, installed, configured, and repaired laptops with Windows XP and Office 2003. Image, Troubleshoot, Repair HP Laptops.



United Space Alliance

• Houston, TX

• Team Lead- Genesys Works

  • Apr 2004 - Aug 2004

  •Responsible for configuring and installing hardware and peripherals for desktop and laptop users. •Trained a team of five technicians from Genesys Works on how to properly maintain and dispose of hard drives. •Relocated users to new offices. •Maintained team schedule. •Responsible for monitoring teams performance and reporting back to supervisor. •Responsible for configuring and installing hardware and peripherals for desktop and laptop users. •Trained a team of five technicians from Genesys Works on how to properly maintain and dispose of hard drives. •Relocated users to new offices. •Maintained team schedule. •Responsible for monitoring teams performance and reporting back to supervisor.