Ronald E. Sutton

 

OBJECTIVE:    Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Systems Support role.  Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance.  In-depth knowledge and understanding of numerous software packages and operating systems.  Skilled in providing Customer and End-User Help Desk Support.  Easily identify and resolve technical issues and concerns.  Excellent communication and presentation capabilities.

 

SKILLS:

·         Strong interpersonal skills. Very strong written and oral communication skills.

·         Extensive experience and skill in hardware and software troubleshooting, end-user consultation and training, and general desktop systems support.

·         Operating Systems: Windows 7, Windows Vista, XP/2000/NT (workstation & server), Windows 95/98/ME, Active Directory, MS-DOS, OS/2 Warp (workstation & server), MAC OS X, and Linux/UNIX.

·         Hardware skills: Experienced in PC (desktop & laptop) upgrades, configuration, maintenance, troubleshooting, and repairs.

·         Web development: HTML/CSS. Some JavaScript.

·         Security: General system security with an emphasis on malware prevention and elimination.

·         Microsoft Office (Outlook, Word, Excel, Access, PowerPoint, etc.).

·         Internet Explorer, Firefox, Chrome, Opera, Netscape, Outlook, Outlook Express/Windows Mail.

 

EDUCATION:

1976-1979              Associate in Arts Degree, Broward Community College

1981-1993              Bachelor of Business Administration Degree, Florida Atlantic University

 

EMPLOYMENT:

              08/10-11/11 TelVista/Verizon, FIOS Technical Support, Dallas, Tx

·         Provide technical support for VERIZON FIOS customers via phone.

·         Recommend upgrades when necessary.

·         Provide software upgrades for VERIZON FIOS DATA, VERIZON FIOS TELEPHONE, and VERIZON FIOS VIDEO products.

Applications Used: Windows OS/MAC OS X operating systems, GoToAssist Remote Diagnostic and Recovery applications, iCAD Ticketing System Software, iVAPP Order Tracking System and other Proprietary VERIZON software. 

 

11/09-12/09 1^st Tier iPhone Support, DALLAS FLEX/APPLE/VOLT, Addison Tx

·         Provide 1^st tier iPhone support for customers via phone.

·         Suggested APP (Apple Product Protection) upgrades when necessary.

·         Provided software upgrades to iPhone, iTunes, and iPod.

Applications Used: MAC OS X operating system, iPhone Apps, iTunes applications, and iPod Applications, Ticketing System Software and other Proprietary Apple software. 

             

1/09-3/09 CARE Help Team, Platinum Personnel, Assignment TXU Energy. Irving, Tx.

§         Provide Support for Internal Employees through emails and telephone calls.

§         Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory.

§         Setup Employee Access to Various TXU/SAP/Legacy Systems.

§         Perform Password Resets, Additions/Deletions.

§         Assisted in Monitoring the SAP/Network Systems Under the Helpdesk Area.

                   Applications Used: Windows XP Professional & NT 2008, MS Office 2003 & 2007, HP Ticket Tracking System, Other TXU Proprietary Software, and SAP/Monitoring software.

 

7/04-1/08 TAG Tech II, Sage Telecom-Allen, Tx.

§         Provide Support for Residential/Business customers, Determining if Technician/Service was Needed.

§         Take payments via Bill Maxtrix.

§         Offering maintenance and other kind of services to the customers

§         Assist in Other Assigned Duties.

                   Applications Used: Windows XP Professional, MS Office 2003, Remedy Ticket Tracking System and SAGE Proprietary Software.

 

1/01-3/04              Operations Analyst, YUM! Brands, Inc/Pizza Hut Division-Dallas Tx

·         Provide front-end support to YUM! Brands, Inc./Pizza Hut’s North America (PHI) Division Restaurants.

·         Provided POS, computer support via telephone communications with Pizza Hut end-users.

·         Performed diagnostics and troubleshooting of POS system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.

Applications Used: Windows 95 & NT 2000, Active Directory, MS Office 97 & PHI Ticket Tracking Proprietary Software, and UNIX/Linux Remote monitoring software.

 

5/99-1/01              Helpdesk Analyst, Alternative Resource Corp-Austin Tx

·         Provide front-end support to pcOrder.com (PCO) customers.

·         Provided phone and email correspondence in supporting pcOrder.com products and software offerings.

·         Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions.

Applications Used: Windows 95 & NT 2000, Active Directory, MS Office 97, Remedy Ticket Tracking & PCO Proprietary Software, Microsoft Remote Access Software and Netware monitoring software.

 

6/97-9/99              Helpdesk Analyst, Texas Guarantee Student Loan Corp-Austin Tx

·         Member of the Single Point of Contact (SPOC) team. Provide front-end support for all end users:  including employees, staff, financial institutions, and corporations.

·         Applications: Windows 3.1 & 95, MS Office 4.3, Remedy Ticketing System & TGSLC Proprietary Software.

·         Also, responsible for tracking team's measurements: including 1st Call Resolution and other vital statistics.

·         HTML programming for intranet web page design.

 

8/94-5/97              Software Support Engineer, Computer Task Group, Inc-Austin Tx

·         Responsible for providing support to end users for all versions of the IBM OS/2 Base Operating System.

·         Duties included: problem determination, database searches, solution tool utilization, and providing detailed resolution.

·         Responsible for detailed documentation of recreation steps, database searches and solution provided to user.