Hi, I’m
Melissa Walker
Melissa,TX
Summary
Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues. Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies. Friendly with over 12 years of computer systems experience. Proven skills in installing, repairing and upgrading organizational hardware and system equipment. Strong problem solver always ready to boost client satisfaction and grow company reliability.
Overview
19
years of professional experience
Work History
HCL
Desktop Support Specialist
01.2023 - 08.2023
Job overview
- Provide support for software and hardware for Tenet healthcare ambulatory and USPI sites
- Work closely with project managers, handle incoming projects, prioritize and scheduling
- Work closely with our 3rd party vendors
- Send weekly emails for our Schedule B & C inventory
- Responsible for old asset picks from other locations and regions
- User support and customer service on company supported computer applications and platforms
- Work closely with desktop engineers, for testing software updates
- Troubleshoot problems and advise on the appropriate action
- Engaged and tracked Priority 1 issues, with responsibility for the timely documentation
- Escalation (if appropriate), resolution and closure of trouble tickets
- Assist internal and remote clients with issues involving system navigation
- Active Directory account administrations, network configurations, file system architecture, and operating systems
- Prioritize incoming shipments and outgoing daily
- Responsible for asset management for depot equipment and network equipment
- Assist team with planning and upgrading of PC equipment and software
- Log and track all support requests and resolutions in the Service Desk Plus helpdesk software
- Follows and enforces established security processes
- Addresses gaps and recommends solutions to management for implementation
- Create Windows OS reference images for building and deploying client hardware
- Maintain and use Desktop Imaging software to build and configure PC computer systems
- Proactively manages PC related patching and security updates for equipment and software
- Assist in diagnosis and removal of computer viruses and worms
- Maintain inventory & assignments of computer hardware and software assets
- Purchased, setup and installed new computers.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Worked with various systems, software and peripherals and various types of games.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and HIPPA policies.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Learned and implemented new software testing procedures.
- Deployed multiple devices across multiple facilities, connecting hardware to central network hubs for multi-site interconnectivity.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Enhanced helpdesk ticketing system, resulting in reduction in support call turnaround time.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Offered assistance in implementing and developing training programs.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed and implemented preventive maintenance procedures.
- Assisted in development of system security protocols.
NTT DATA SERVICES
DESKTOP SUPPORT TECHNICIAN
09.2013 - 01.2023
Job overview
- Provide support for software and hardware for Tenet healthcare ambulatory and USPI sites
- Work closely with project managers, handle incoming projects, prioritize and scheduling
- Work closely with our 3rd party vendors
- Send weekly emails for our Schedule B & C inventory
- Responsible for old asset picks from other locations and regions
- User support and customer service on company supported computer applications and platforms
- Work closely with desktop engineers, for testing software updates
- Troubleshoot problems and advise on the appropriate action
- Engaged and tracked Priority 1 issues, with responsibility for the timely documentation
- Escalation (if appropriate), resolution and closure of trouble tickets
- Assist internal and remote clients with issues involving system navigation
- Active Directory account administrations, network configurations, file system architecture, and operating systems
- Prioritize incoming shipments and outgoing daily
- Page 2
- Responsible for asset management for depot equipment and network equipment
- Assist team with planning and upgrading of PC equipment and software
- Log and track all support requests and resolutions in the Service Desk Plus helpdesk software
- Follows and enforces established security processes
- Addresses gaps and recommends solutions to management for implementation
- Create Windows OS reference images for building and deploying client hardware
- Maintain and use Desktop Imaging software to build and configure PC computer systems
- Proactively manages PC related patching and security updates for equipment and software
- Assist in diagnosis and removal of computer viruses and worms
- Maintain inventory & assignments of computer hardware and software assets
- Purchased, setup and installed new computers
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques
- Worked with various systems, software and peripherals and various types of games
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and HIPPA policies
- Obtained and evaluated information about new systems, peripherals and software technology
- Learned and implemented new software testing procedures
- Deployed multiple devices across multiple facilities, connecting hardware to central network hubs for multi-site interconnectivity
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions
RANDSTAD” CITIBANK
GLOBAL REQUEST FULFILLMENT ANALYST
06.2012 - 09.2013
Job overview
- User support and customer service on company supported computer applications andplatforms
- Granted access rights to Citi employees worldwide for NAS shares to users daily
- Acted as software deployment SME, assisting other windows administrators with softwaredeployment issues
- Troubleshoot problems and advise on the appropriate action
- Handle ticket queue assigned to me using Service Now 2.0, and Infoman ticketing systems
- Back up for Global Chat agent support
- Provided functional and technical support for Global Citi users which included troubleshootingand diagnosing hardware and software problems, as well as updating software.
AIR FORCE
HELPDESK ANALYST
03.2012 - 06.2012
Job overview
- Handled technical troubleshooting within an enterprise environment
- Engaged and tracked Priority 1 issues, with responsibility for the timely documentation,
- Escalation (if appropriate), resolution and closure of trouble tickets
- Assist internal and remote clients with issues involving system navigation,
- Active Directory account administrations, network configurations, file system architecture, andoperating systems
- Configure and upgrade networks and network peripherals, printers, fax machines, monitors,and various audio-visual (A/V) devices.
INTERNATIONAL BANK OF COMMERCE
PC TECHNICIAN
09.2004 - 03.2012
Job overview
- Conduct technical troubleshooting within an enterprise environment
- Including system crashes, slow-downs and data recoveries
- Provide support for numerous applications with regards to the banking industry
- Page 3
- Strong knowledge in hardware troubleshooting and replacement
- Work alongside Cisco engineers in configuring, maintaining and troubleshooting network infrastructure
- Actively involved in numerous aspects of the IT Department including managing group and user policies through active directory
- Building, configuring and deploying branch servers, company laptops
- Experience in HP Systems Insight Manager, Ghost, providing advanced technical support
- Remotely to users throughout Texas
- Strong working knowledge in network protocols, routing, VPN, DHCP and configuring routersand switches
- Experienced in working in a large environment consisting of 3,000 PC's, 2,000 servers and over5,000 users
- Page 4
Education
Highlands High School, San Antonio, TX
High School Diploma
06.1998
Skills
- Skills & Abilities
- Technology Summary
- Clearance: Security Clearance
- Systems: All Windows Desktop and Server Platforms from Vista, Windows 10 to 2012R2, HP
- System Insight Manager, Ghost
- Databases: Horizon / SQL / Excel / Access
- Languages: Visual Basic, SQL, HTML
- Software: MS Project, MS Visio, MS Office 365, DRA, Heat, Remedy, Active Directory, Dameware,
- Bomgar, PowerShell, Go to Assist
- Experience in HTTP/HTTPS protocol, web services and use of web servers
- Experience with enterprise infrastructure monitoring tools eg AppDynamics, Splunk, and APM
- Experience working in a converged infrastructure environment eg DevOps experience
- Read Technical Manuals
- Reading Comprehension
- Desktop Workstation Repair
- Computer System Diagnostics Software
- Security Standards
- Diagnose Faults
- Microsoft Windows and Office
- Sage 50 Accounting
- Cisco IOS
- Software Release and Rollout
- Workforce Planning
- End-User Training
- Te
- Technical Sales
- Training Material Development
- Network Server Management
- Data Transfer Best Practices
- Root Cause Support
- Emergency Service Coordination
- Tracking and Documentation
- Production Work
- Voice and Data Service Migration
- Computer Hardware Knowledge
- Troubleshooting Network Issues
- Software Evaluation
- Software Installation
- Collaborative Team Player
- Infrastructure Planning
- Resolve Technical Problems
- Hardware Evaluation
- Desktop Partitioning Software
- Organizational Skills
- Component Replacements
- Training Junior Team Members
- Responding to Technical Questions
- System Performance Assessments
- Assisting with Networks
- Diagnostic Tools
- Network Hardware and Software Maintenance
- Warranty Requirements
- Bug Fixes
- Vendor Relations
- Network Hardware Installation
- Case Support
- End-User Account Management
- LAN and WAN Assessment
- UNIX Shell Scripting
- Help Desk Support
- Process Refinement
- Issue and Resolution Tracking
- Support End-Users
- Google Drive
- Web Applications
- New System Deployment
- Inventory Procedure Documentation
- Performance Testing
- Hardware Troubleshooting
- Ticketing System Oversight
- Remote Support
- Analytical and Methodical
- Technical Presentations
- Friendly and Patient
- Service Desk Team Management
- Microsoft Certification
- Efficient Service
- on Boarding Package Design
- Creative Issue Resolution
- Data Connectivity
- Customer Inquiries
- Employee Computer Support
- Auditing Service Requests
- Virtual Local Area Networks
- Access Management Software
- Maintenance Organization and Development
- Vendor Collaboration
- Support Documentation Generation
- Technical Documentation
- Data Reports
- Inventory Counts
- Clinical Affairs
- Support SOP Writing
- User Assistance
- CISCO Installations
- Software and Hardware Issues
- Support Request Management
- EPA Background Clearance
- Microsoft Active Directory
- Service Restoration
- Customer Communication and Empathy
- Defect Analysis and Resolution
- User Experience
- Device Configuration
- System Migration
- Desktop Diagnostics
- Onboarding Package Design
- Customer service expert
- Technical issues analysis
- Application support
- TCP/IP
- Data recovery
- Technical documents comprehension
- Software diagnosis
- Desktop support
- Dependable and Responsible
- Clerical Support
- Training and Development
- Analytical and Critical Thinking
Timeline
Desktop Support Specialist
HCL
01.2023 - 08.2023
DESKTOP SUPPORT TECHNICIAN
NTT DATA SERVICES
09.2013 - 01.2023
GLOBAL REQUEST FULFILLMENT ANALYST
RANDSTAD” CITIBANK
06.2012 - 09.2013
HELPDESK ANALYST
AIR FORCE
03.2012 - 06.2012
PC TECHNICIAN
INTERNATIONAL BANK OF COMMERCE
09.2004 - 03.2012
Highlands High School
High School Diploma
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