Philip Clement is a dedicated Tier II Helpdesk representative with over 4 years of experience providing IT support and assistance. He has strong technical troubleshooting skills and experience managing incidents in Remedy ticketing systems. His background includes roles in PC migration, telecommunications installation, and help desk support. He is proficient in software such as Remedy, Salesforce, Microsoft Office, and has a customer service focused approach to problem solving.

1. PHILIP CLEMENT
210.238.4049
pclement22@gmail.com
Objective:
Dedicated Tier II Helpdesk representative with over 4 years of experience. Maintain
a high level of professionalism and efficiency. Looking to leverage my proficiency in
providing a variety of assistance and support within numerous information
technology fields.
Skills
Data managing specialist, Strong technical issue solving ability,
Helpdesk Technical Experience, Excellent Telephone Etiquette, Type 60 wpm
Customer Service
 A good working knowledge of all levels of help desk support
 Excellent telephone manner and customer service skills
 Having the ability to listen, understand, and defuse difficult situations
Software
 Remedy Ticketing, Salesforce, WFE, Oracle
 Microsoft Office; Word, Excel, PowerPoint
 QA CSV, Open Payments Program, help desk support and audit tool
,
Experience
Jan 16- Present CGI Federal San Antonio, Texas
Tier 2 Help Desk
 Assist in maintaining our active Jira knowledgebase.
 Organize and maintain documents before and after processing through our system’s
vetting procedures.
 Utilize Remedy ticketing system and generate and close over 500 incidents a week.
 Handle inbound and outbound calls which exceed call volumes of over 100 calls a day.
 Utilize Microsoft Excel to managed customers incidents and impact levels in our daily
trends analysis ledger.

2.  Attend weekly process improvement meetings to ensure the standards are proficient and
efficient for the entire technical Helpdesk.
 Queried data with testing scripts through SQL to insure database integrity and
continuity.
Feb 16- April 16 MCG (Department of defense) Fort Sam Houston
PC Migration Part Time
 Replaced up to 5000 desktops and laptops with a small team of 10.
 Removed and replaced hard drives.
 Reimaged new laptops and desk tops before install.
 Removed all old desktops, laptops, and wiring.
 Set up new worked stations, running new Ethernet cabling, power supply and cable
management.
 Removed and installed 100 - 150 workstations a shift.
Jun 15 – Jan 16 Pearson San Antonio, Texas
Tech Support 2
 Interacted with customers to provide and process information in response to inquiries,
orders, and requests about products and services.
 Diagnosed and resolved technical and software issues.
Feb 15 – Jun 15 CGI Federal San Antonio, Texas
Tier 2 Help Desk
 Accessed Open Payments and Oracle Identity Manager to assist clients
 Liaised between corporations, providers, and federal entities
 Aided developers per application for performance tuning
 Monitored Open Payments (error log review)
 BMC Remedy Ticket system for issues/emails/escalation resolution
Mar 14 – Feb 15 Robert Half TechnologiesSan Antonio, Texas
PC Migration
 PC Replacement
 Data backup and restoration
 Cable management
 Moved 50 to 100 desktops a shift
Aug 13 – Feb 14 Anistar Technologies San Antonio, Texas

3. Telecommunications
 Installed new server hardware and antennas
 Collected and analyzed data to monitor progress of the project
 Pulled lead-sheathed electrical cables, coax, and fiber
 Participated in termination of Ethernet backbone
 Tested copper and fiber cables per required parameters
Jul 11 – Aug 13 Aerotek San Antonio, Texas
Help Desk Analyst Support
 Provided technical support over the phone to all IT users
 Handled incoming incidents via phone or e-mail promptly and effectively
 Took ownership of a call and saw it through to completion
 Reset routers, email/account passwords, and company equipment
 Used the WFE program to navigate and solve customer issues
Education St. Philips College San Antonio, Texas
 Studied computer science
 23 hours completed