ANITA CURCIO
Huntsville,TX
Summary
Client-facing Application Support Specialist with extensive understanding of root causes for issues and appropriate solutions to problems. Purpose-driven professional with record as strong team player. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Application Support Specialist
Hines Interest / 3coast
07.2021 - 06.2023
- Provide desktop / laptop and mobile device support, by performing onsite analysis, diagnosis, and resolution of complex problems associated with application software and operating systems
- Work with break fix issues (blue screens, computer freezing, etc.), printer issues (computer communication issues, jammed printer, etc.) application issues and/or active directory tasks (disabling account, password resets, etc.)
- Fully document all relevant information including the impact to the customer, problem, symptoms, and status information in a timely manner, and assign appropriate priority in the Cherwell ticketing system
- Resolve Cherwell ticket incidents and requests within the service desk time parameters, using documented procedures, and available tools
- Coordinate efforts with Third-Party service and maintenance providers as necessary to keep computer equipment and software in good working order
- Work with the computers warranty repairs and following the authorized warranty and repair authorization process
- Kept the IT asset management inventory up to date.
- Provided training to end users on new and updated systems and software.
- Optimized system performance by recommending hardware upgrades or configuration adjustments based on usage patterns and load testing results.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Improved customer satisfaction by providing timely and efficient support for various applications.
- Provided updated patches for operating systems and system configuration to improve efficiency.
- Used Cherwell to track, maintain and update trouble tickets.
IT Support Engineer
Alvarez and Marsal Holdings, LLC
03.2020 - 06.2021
- Provide remote support for the US Americas East and West
- Support the end users via email, telephone and/or direct contact for technology related problems
- Add, modify, change and/or remove users from Active Directory
- As well as add new employees to the correct security and internal groups in Active Directory
- Configure laptops and desktops which entailed imaging the laptop with USB drive, getting all important information from the end user
- Encrypt the hard drive with Bitlocker
- Diagnosis, resolution, or escalation to other service desk, engineering and/or applications development groups using A&M’s internal incident management system
- In addition, responsible for accurately logging incidents and requests for service, understanding and interpreting all support requests, providing documentation and resolution for A&M’s internal knowledge base, assisting the technology support team in monitoring, maintaining, securing and optimizing the network, hardware and software systems, as well as, work on other assigned projects that will provide technical solutions to A&M’s user community through information support requests or as directed.
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
Customer Support Analyst
Aptim / Insight Global
08.2019 - 02.2020
- Provide IT support for all internal employees in the Western Hemisphere
- Perform onsite analysis, diagnosis, and resolution of unique, nonrecurring, and complex problems associated with application software and operating systems as well as perform offsite repair for remote users as needed
- Add new employees to the appropriate Active Directory groups; as well as add, remove, change users from Active Directory
- Would also add new users to O365 Admin, as well as modify the users if they needed to have other programs installed
- Work with break fix issues (blue screens, computer freezing, etc.), printer issues (computer communication issues, jammed printer, etc.) application issues (Citrix, outlook, etc.) or active directory issues (disabling account, password resets, etc.)
- Light travel to the Houston area offices
- Fully document all relevant information including the impact to the customer, problem, symptoms, and status information in a timely manner, and assign appropriate priority in the ServiceNow system
- Resolve as many incidents and requests as possible without reassignment/escalation within the service desk time parameters, using documented procedures, and available tools
- Coordinate efforts with Third-Party service and maintenance providers as necessary to keep computer equipment and software in good working order
- Work with the computers warranty repairs and following the authorized warranty and repair authorization process
- Kept the IT asset management inventory up to date
- Assisted with the Windows 7 migration to Windows 10 on 800 machines.
Associate
Covenant Technology
01.2017 - 03.2019
- Provide desktop support services
- Oversee and update assigned support service requests via Zendesk ticketing system
- Handle daily technical support activities on desktop support, audio visual support, data network and server management
- Setup desktop computers and peripherals and test network connections
- Analyze, troubleshoot, and resolve system hardware, software, and networking issues related to desktop and notebook computers
- Add, modify, change and/or remove users from Active Directory
- As well as add new employees to the correct security and internal groups in Active Directory
- Would also add new users to O365 Admin and disable or modify user’s rights within O365 admin as needed
- Prepare and/or troubleshoot conference room equipment, setup and tested conference room application and equipment, such as the Cisco WebEx, projectors, conference calls, etc
- Ensure compliance with the software licensing requirements
- Maintain accurate inventory and accounting of all assets
- Adhere to policies as per corporate manuals and directives
- Install software for the various applications and programs, such as O365, VPN, Antivirus and other such programs as needed
- Re-image or wipe computers to either setup for another employee or to recycle
- Assisted in configuring and testing 2FA, also interacted with staff on desktop problems and their resolution
- Maintain computer peripheral devices like printers and resolve associated problems
- Network and connect computers within organization for better communication
- Purchase computer systems and liaise with purchase and supplies department
- Maintain computer peripheral devices like printers and resolve associated problems
- Create new user accounts via AD and Exchange
- As necessary provide server support regarding updates.
Sr. Help Desk Analyst
NTT Data / Texas Department of Transportation
06.2016 - 12.2016
- Approximately 75% - 80% of my job is dedicated to handling user issues remotely
- Includes handling incoming calls and tickets, using Service Now
- Approximately 20% - 25% of my time is used to provide hands-on technical support
- Add, modify, change and/or remove users from Active Directory
- As well as add new employees to the correct security and internal groups in Active Directory
- Receive, log and manage calls from internal staff via telephone and online ticketing system (Remedy / Service Now)
- Tier 2 support - troubleshooting of IT related problems from in-house software to hardware, such as mobile phone devices, Laptops, PCs and Printers and iPads
- Troubleshoot basic network issues such as down sites/phone outages
- Provide a high degree of customer service for all support queries and adhere to all service management principles
- Utilize in house knowledgebase to assist with triage.
IT Support Specialist
C&J Energy / Solution Tech
11.2015 - 05.2016
- Provide desktop support services to corporate clients as well as those out in the field
- Managed desktop resolutions through the Cherwell ticketing system
- Resolved desktop / laptop hardware problems, such as virus / malware removal
- Also resolved problems with printers, fax machines, and at times handled print server resolutions
- Provide basic pc training to those in the field via phone support
- Provide support for Cisco phones, smart phone and other devices
- Resolved and documented problems in accordance with employer standards
- Responsible for adding, modifying, removing Active Directory accounts as well as Active Directory password reset / unlock accounts
- Assisted users with Microsoft Office (2010, 2013 and Office 365) issues including Outlook with Exchange, password resets or unlocks.
- Delivered onsite technical support for employees.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Used ticketing systems to manage and process support actions and requests.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Answered questions and provided information to customers about new software or hardware.
Consultant
Project Leadership Associates
06.2013 - 09.2015
- Resolved user issues remotely, desk side or via phone
- Which included incoming calls and tickets, using Zendesk, within a service desk environment
- Prepare and/or troubleshoot conference room equipment, via Cisco WebEx, projectors, conference calls, etc.… Strong knowledge of desktop applications, such as MS Office programs, Google programs (docs, sheets, etc.)
- Provide desktop support, that could include maintenance of desktops and laptop or resolving connection issues to the network
- Some connection issues would be connecting to the company’s network, VPN, remote desktop or network printers
- Installed and configured desktops, laptops and mobile devices for both pc and Mac
- Created user accounts via AD and Exchange
- Kept up each of my client’s computer and software inventory
- As necessary, provide server support, regarding updates and connection issues.
Desktop Support Analyst
Noble Drilling
11.2011 - 06.2013
- Responsible for the installation and configuration of hardware/software for use onshore, offshore and in the corporate office
- Build or re-build workstations using images (PXE)
- Pushed corporate standard software on workstations and laptops using Microsoft System Center Configuration Manager (SCCM)
- Facilitated remote desktop or SMS Remote Control for supporting workstations remotely
- Troubleshoot and repair Microsoft Windows as required
- Create and resolve work orders in the Footprints ticketing system for customer requests in a timely manner
- Assisted users with Microsoft Office (2003 - 2010) issues including, but not limited to Outlook with Exchange
- Responsible for password reset / unlock of Active Directory accounts
- As well as add, modify, change and/or remove users from Active Directory
- Add new employees to the correct security and internal groups in Active Directory
- Troubleshoot other hardware and software as required
- Provide support for printers, fax machines and copiers
- Interface with vendors to determine best pricing on Noble standard desktop environment
- Made recommendations for Noble standard desktop environment to keep up with changing technology
- Travel to support rigs and/or remote offices as required.
Education
ASSOCIATE OF ARTS IN INFORMATION TECHNOLOGY / NETWORKING -
UNIVERSITY OF PHOENIX
06.2014
Skills
- Customer Assistance
- Problem Resolution
- Customer Support
- System monitoring
- Software Installation
- Application support
- Incident Management
- Hardware diagnostics
- Compliance understanding
- Customer Education
- Maintenance and troubleshooting
- Technical Support
- User Training
- Performance Optimization
- Mobile Application Support
- Hardware integration
- Ticket management
- Document configuration
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Microsoft Windows and Office
- Multitasking
- Reliability
- Organizational Skills
- Active Listening
- Team Collaboration
- Effective Communication
- Remote Technical Support
- Relationship Building
- Help Desk Support
- Desktop support
- Friendly and Patient
- Self Motivation
- Hardware and Software Repair
- Technical Troubleshooting
- Customer service expert
- Highly Professional
- Computer Diagnostics
- Professionalism
- Customer Communication and Empathy
- Device Installation
- Time management abilities
- Software Upgrades
- Application installations
- Hardware and Software Configuration
- Online Chat Support
- Support Services
- Call Management
Timeline
Application Support Specialist
Hines Interest / 3coast
07.2021 - 06.2023
IT Support Engineer
Alvarez and Marsal Holdings, LLC
03.2020 - 06.2021
Customer Support Analyst
Aptim / Insight Global
08.2019 - 02.2020
Associate
Covenant Technology
01.2017 - 03.2019
Sr. Help Desk Analyst
NTT Data / Texas Department of Transportation
06.2016 - 12.2016
IT Support Specialist
C&J Energy / Solution Tech
11.2015 - 05.2016
Consultant
Project Leadership Associates
06.2013 - 09.2015
Desktop Support Analyst
Noble Drilling
11.2011 - 06.2013
ASSOCIATE OF ARTS IN INFORMATION TECHNOLOGY / NETWORKING -
UNIVERSITY OF PHOENIX
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