Desktop Support Analyst
Ken Hillard 3013 Harbor Pointe Drive | Rowlett, TX 75088 | 972 207-8507 | 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




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


SMU School of Science and Engineering, Richardson, TX

   Microsoft Certified Systems Engineering training Program.






Last Resume Update September 15, 2014
Address United States of America
E-mail lock Locked
Years Experience 14

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