Ken Hillard 3013 Harbor Pointe Drive | Rowlett, TX 75088 | 972 207-8507 | ken.hillard@yahoo.com Employment History Desktop Support Analyst II, FedEx (Contract Position) 7//2013 — 7/2014 Plano, TX

• Provided internal IT support for corporate end users
• Performed OS systems upgrades from Windows XP to Windows 7.
• Provided support for VPN and other remote issues.
• Monitored project mailbox, answered user questions about migrations, equipment and special requests
• Resolved second level support issues via trouble tickets.

Desktop Support Technician, Nestle Waters (Contract Position) 10/2012 — 5/2013 Coppell, TX

• Migrated desktops and Laptops from XP and Vista to Windows 7.
• Used the SCCM and PXE Tool to Image over 1000 desktops and laptops.
• Used SMS to push out software Packages.
• Performed data capture and restore.

Desktop Support Technician II, Panasonic (Contract Position) 6/2012 — 10/2012 Coppell, TX

• Provided Tier 2 desk side support and server Maintenance.
• Used the PXE Tool to Image desktop and laptops.
• Performed troubleshooting, parts replacement, system upgrades, deployments and repairs.

Business Support Analyst, Bank Of America (Contract Position) 09/2011 — 6/2012 Addison, TX

• Provided telephone support for Oracle Identity Manager and Active Directory related issues.
• Educated clients on how to submit and track request by using the Oracle Identity Manager Tool.
• Researched and resolved standard support issues.
• Answered correspondence from customers via email and IM

Help Desk Analyst, CompuCom                                                                                6/2010 — 9/2011 Dallas, TX

• Provided phone and email support to on-site and field employees
• Reset password for network, UNIX, SAP and Voicemail.
• Provided mobile phone support
• Responded to system alerts and escalated them as required.

 

Technical skills

• Windows XP, 7 and 8 Operating Systems.
• Microsoft Office 2007 and 2010
• Microsoft Outlook, GroupWise and Lotus Notes
• Microsoft Visio
• Active Directory
• PeopleSoft and Kronos
• VPN Support
• Citrix and Seibel
• Remedy, Heat, Maximo, Service Now and Salesforce   ticket tracking Systems
• Oracle Identity Manager
• As400
• Blackberry, IPhone and IPad support
• Norton Ghost Utility
• PXE Tool
• SMS
• SharePoint
• Unix

 

 

EducatioN

Southern University, Baton Rouge, LA    Bachelor of Science in Business 

Certifications

SMU School of Science and Engineering, Richardson, TX

   Microsoft Certified Systems Engineering training Program.