Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Burt Vickers

Houston,Texas

Summary

IT support professional prepared to deliver high-quality technical assistance. Proven record of efficiently managing and resolving support requests to ensure system functionality. Collaborates effectively with team members and adapts to dynamic environments, showcasing technical proficiency and reliability.

Overview

20
20
years of professional experience

Work History

Help Desk Analyst "Team Lead" and "Senior Analyst"

Chevron Phillips LLC "Randstad Technologies"
08.2007 - Current
  • Team lead
  • Managed a team of 8 IT Help Desk analysts (2012-2022), overseeing ticket queues, prioritizing requests, and ensuring SLA compliance.
  • Conducted weekly team meetings and training sessions to enhance ticket handling and communication skills.
  • Acted as a liaison between Tier 1 and Tier 2/3 support, improving knowledge sharing and escalation flow.
  • Developed and maintained internal knowledge base articles.
  • Worked with managers across departments to optimize IT support workflows and streamline user ticket resolution.
  • Provided front-line support using Remedy, addressing account lockouts, password resets, and remote troubleshooting.
  • Diagnosed software, hardware, and VPN-related issues; escalated unresolved cases to Tier 2 supports.
  • Supported mobile devices including troubleshooting email sync and XenMobile re-enrollment.
  • Senior Analyst
  • Provided front-line support using Remedy, addressing account lockouts, password resets, and remote troubleshooting.
  • Windows 10 ,11 OS support
  • Azure Virtual desktop support
  • Diagnosed software, hardware, and VPN-related issues; escalated unresolved cases to Tier 2 support
  • SAP client module password reset and support
  • Microsoft Office -2010 Office 365 support
  • Cisco system VPN RSA token support
  • Global Protect VPN support
  • Citrix Director and Citrix receiver support.
  • Azure Virtual Desktop support
  • Azure Active Directory support
  • RSA secure ID Manager application set up
  • RSA Secure ID manager support.
  • IPhone smart phone provisioning
  • Microsoft Office, O365 Outlook support Teams support
  • BNC and Smart IT Remedy Knowledge management.
  • Active Directory, Azure Active Directory
  • Solar Winds network monitoring
  • Citrix Client support for Extranet clients
  • Light Desktop support – application software support
  • Contact: Alexander K

Help desk support

Lennox International INC.
11.2006 - 03.2007
  • Hired on Contract 4-month period to answer web base Internet calls and to answer Help desk level I support for the Lennox web site portal sites
  • Answered call support for portal web site issues, password resets, browser settings and log in problems with accounts. Call support for IE 6.0, IE7.0, Mozilla fire-fox browser issues. Help Desktop level I support on company Dell laptop systems and Wireless network support.
  • Microsoft Internet Explorer IE 6.0, IE 7.0 support
  • Mozilla Firefox; Netscape; Safari Browser support
  • LAN DESK desktop support and PC-anywhere desktop support on Dell and IBM.
  • Microsoft Office 2000, and 2003 Outlook support
  • Wireless router support and VPN support
  • Password resets E-commerce Web based sites.
  • MAC OS X support for E-Commerce Sites
  • Remedy Help desk software support level I
  • Contact: Jacob Benker
  • Contact: Gordon Quinn IT Director

Field Service Technician Service Manager

TEXAS CASH REGISTER
07.2005 - 07.2006
  • Company Overview: Diversified Retail Solutions INC.
  • Hired on to set up a service department for new Point of Sales Company. Responsibilities included purchase of parts inventory and product inventory. Help Desk support on IBM E commerce Servers, Dell PC units Management of support team of five technicians, ran service Reports, Routed and Assigned Technicians calls trained employees on service of product lines for NCR, IBM. Casio grocery and retail point of sales systems.
  • Hardware setup and support on NCR 2127 Grocery store system; IBM Grocery store system
  • IBM X Series Server units RACK and STACK
  • Casio retail and grocery systems
  • Management of Support Team of 5 technicians; Field support for Technicians and clients
  • Product purchasing for Grocery store systems.
  • Field support for Technicians
  • Inventory reports on parts and products for service dept.
  • Billing and invoiced clients for service calls.
  • Desktop and Software support on IBM, ICL, and Dell Pc systems
  • PC network and Hardware setup and Router setup for small network Grocery stores
  • Audio Visual Surveillance camera systems for use


Education

ELECTRONIC TECHNICIAN DEGREE -

DeVry Institute of Technology
Irving, Texas
01.1986

Skills

  • Operating Systems: Windows 7, Windows 10, Windows 11
  • Tools & Systems: Active Directory & Azure AD, Exchange Admin Center, SCCM, Citrix Receiver, VPN (Cisco AnyConnect, Global Protect), XenMobile, Intune, Identity Manager
  • Networking: DHCP, TCP/IP, Endpoint Security, Basic Router/Switch Configuration
  • Hardware: Desktops, Laptops, Servers (Dell, HP, IBM), Printers, iPhones, Android
  • Ticketing system management
  • Cybersecurity awareness
  • Software installation
  • Logging support tickets

Hobbies and Interests

Martial arts Master instructor 9th Degree Black Belt 43+ year's active school in Houston Texas. United States Martial Arts Hall of Fame Inductee (2011), Martial arts Instructor with an active school., Enjoy outdoor sports activities

Timeline

Help Desk Analyst "Team Lead" and "Senior Analyst"

Chevron Phillips LLC "Randstad Technologies"
08.2007 - Current

Help desk support

Lennox International INC.
11.2006 - 03.2007

Field Service Technician Service Manager

TEXAS CASH REGISTER
07.2005 - 07.2006

ELECTRONIC TECHNICIAN DEGREE -

DeVry Institute of Technology

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