Michelle Pierce

Experience

1. Sr Support Center Analyst

   Xto Energy

   Feb 2005 — Present · Fort Worth, TX, US

   Dell Laptop support for E6410 and E5420 laptop models.•Dell Desktop support for Optiplex series desktops.•Support of multiple Citrix based applications.•Assist users in accessing Citrix Terminal Server and their applications once connected.•Manage and modify user’s account information and group policy utilizing Active Directory and Hyena.•Remote access tools such as Remote Assist, Altiris, GenCom and MOC utilized to support users locally and across the country.•Password enabling and resets within AS400 software.(Production and Development)•Password resets for Oracle Databases in the Orapwd interface.•Password resets for ADP / Open Invoice accounting software.•Create and track tickets in Remedy ITSM and FootPrints.•Troubleshooting of general and advanced MS Office 2010 professional suite issues.•Administration of user accounts for EFT large file transfer systems.•Administration of user accounts for LMS Learning Management System. Utilized for online courseware and training.•Assistance with general and advanced issues for Windows XP and Windows 7 O/S•Create network printer and network based scan folder connections for Toshiba, Canon Pixma series and HP LaserJet model printers.•Support of Cisco Any Connect VPN access.•Assist users with connecting into the company network with VPN or RSA Token.•Mifi unit and Aircard support for Verizon and AT & T 4g lte models.•Password and Activation support for Blackberry phones utilizing BES and B-Nator.•Wireless internet connection assistance and troubleshooting of different wireless issues within a WindowsXP & 7 environment.•Assistance with the unlocking and resetting of Secure PC data encryption software.•High level of customer support required for this position, including but not limited to, top level Executive phone support-ITIL V3 Foundation Certification-Help Desk Analyst Certification

Skills

• Lotus Notes
• Computer Repair
• Altiris
• Access
• Windows
• Windows Xp
• Vmware
• Microsoft Exchange
• Printers
• Visio
• Group Policy
• Xp
• Computer Hardware
• Bmc Remedy
• Software Installation
• Troubleshooting
• Networking
• Disaster Recovery
• Laptops
• Vpn
• Service Desk
• Hardware
• Customer Service
• Cisco Technologies
• Network Administration
• Technical Support
• Dell Computers
• System Administration
• Operating Systems
• Blackberry
• Blackberry Enterprise Server
• Citrix
• System Deployment
• Active Directory
• Help Desk Support
• Windows 7