1. Antoine Roshell
2844 Earle Dr. Grand Prairie TX. 75052 817-845-9777(M); Email: aroshell@yahoo.com
Highly motivated, results-oriented, professional with 20 years of experience as an IT professional; A good technical
communicator skilled in networking, hardware, SQL, and software with a strong ability to not only identify issues and
their cause, but also determine and provide the appropriate issue resolution; an ethical and dependable “go-to” person,
calm in demeanor, with good common sense.
PROFESSIONAL EXPERIENCE
Genuine Parts Company
Level 2 Support analyst | Dallas, TX | May 2002 – Present
 Providing Tier 2 support, to include planning, software and hardware configuration to 6,000 NAPA Auto Parts
POS retail locations.
 Wrote and analyzed trending reports, analyzed data collected from stores, drew extrapolations from findings
to/with the commercial team using SQL.
 Develop training materials and procedures, Write/Test technical solutions (KBA), trained users in the proper
use of hardware or software.
 Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems
or to provide technical assistanceand support.
 Used Service Now for various management tasks: create and apply update sets, configure and run reports,
create service requests, incident management, and knowledge management.
 Maintaining system security and configurations
 SME and Team Lead, training new representatives to provide support for first call resolution
 Performed a variety of diagnostics and repairs on personal computers on all levels of software and equipment,
using Remote Access software to diagnose and correct most problems
 Refer major hardware, software problems or defective products to vendors for service.
 Excellent communication skills with the ability to explain technical information to people at all levels while
providing superior customer service
Level 1 Support Analyst
May 2002 – June 2012
 Provide First line support for technical and non-technical Incidents.
 Provide Technical support for POS Auto Parts System (NAPA)
 Write/Enter technical solutions ( KB articles )
 Refer major hardware or software problems or defective products to vendors or technicians for service.
Education
2/02 - 4/02 CCI Computer Training Center IT Training, Arlington, TX
8/93 - 7/94 DeVry Institute of Technology Electronics Tech Chicago, IL
8/89 - 5/91 Northern Illinois University Communications, DeKalb, IL
Certifications
Microsoft Certified Professional (MCP), HDI Certified Support Center Analyst
Training and Skills
SQL; Solaris platforms, Unix/Linux, VI, Networking, Windows 10/7/XP/2000;VPN, Remote Access; Microsoft Office3,
TAMS, Bomgar, Remedy, Service Now, Crystal Reports, Active Directory, VMware, ITIL Foundation