1. Bonito A Tracey
1349 Greenbrair Ln, Lancaster, Texas 75146.
Telephone Number (972) 865-5463
E-mail Address: Bonat124q@Hotmail.com
HELP DESK TECHNICIAN
Troubleshooting Communication Customer Service● ●
SUMMARY
• Results-driven and energetic professional with 10+ years of work experience in diverse
Help Desk roles and Computer Operations.
• Highly skilled in responding to tickets generated by users in a timely manner
• Demonstrated ability to diagnose and fix problems of operating systems
• Track record of working with end users and providing effective Tier 2 and Tier 3
support
• Hands-on experience in responding, tracking, and following up to telephone, emails and
end user requests for support
IT SUPPORT SKILLS
● Windows XP, 7, 8 ● System Upgrades ● Inventory Tracking
● Productivity Software ● System Recovery ● LAN/WAN
● Printer troubleshooting ● Driver Installation ● Server Setup
● Network Connectivity ● New User Training ● Wireless/VPN
KEY ACCOMPLISHMENTS
● Achieved recognition as the Most improved Technician over all for 2004
● Designed and implemented a new software system which increased efficiency 50%
● Improved corrective actions through resolution and follow up
● Identified software bugs and enhancement requests
● Ensured precise handling of service requests
● Contributed to overall network team in laying of new infrastructure
Computer Operator / Consultant EXPERIENCE
Computer Operator 2 | Macnesu Collision Repair | February 2009 – December 2015

2. ● System analysis and implemented computerize solution to the operation of the business
which resulted in a fifty percent cost savings.
● Coordinates testing, upgrades and configuration of system files and services.
● Responsible for the upkeep of the mini Network , routers upkeep and cable repairs.
●Repair Computers, Printers and resolve Monitor problems.
● Implement Network Security, ensures Anti-virus, Malware software were up to date
● Perform Daily backup of the system to maintain production
● Recommends course of action and implements as approved
●Contributed to the overall success of the company gaining the Best Collision Shop
award for 2014. Maintain the efficient running of the company system.
Help Desk Experience
Network Technician | UC Rusal Alumina Jamaica Ltd | May 1990 – October 2009
• Provide technical support to customers via telephone, email and through tickets
• Analyze and troubleshoot software and hardware issues
• Identify and resolve issues pertaining to network configuration, web hosting and
domain registration
• Respond to queries pertinent to package details, e-commerce solutions, email
configurations and search engine submission packages
• Create help desk documentation with step by step instructions on problem resolving
techniques
• Performs scheduled, such as daily, weekly, or nightly, backups on systems in order to
maintain production. Takes printers and terminals in and out of service as required and
assists in resolving hardware related problems in the data center.
• Investigates, evaluates and resolves equipment problems and escalates issues as
necessary to maintain job production. Maintains audit trail of job activities and status to
document productivity.
•Coordinates the movement of equipment and assets in order to maintain production.
• Monitors and computes customer data file restores to ensure that data are current and
accurate.
• Utilizes standard problem management tools to record discrepancies in the
environment.
• Analyzes and evaluates incident reports and makes recommendations to reduce
incident rate.
• Assists workers in classifying, cataloging, and maintaining tapes to oversee and
maintain computer operations.
• Coordinates hardware/software installations and upgrades to ensure work is properly
performed in accordance with company policy.
•· Recommends resolution to complex matters of significance and coordinates the
implementation of the approved course of action.
• Coordinates and monitors troubleshooting to isolate and diagnose common system
problems; documents system events to ensure continuous functioning.
• Recommends course of action and implements as approved.
• Oversees the installation of client department-specific applications and systems.

3. • Ensures installations are in accordance with appropriate operating procedures;
determines revisions or updates to installation as needed.
• Coordinates testing, upgrades and configuration of system files and services.
• Ensures changes are in accordance with appropriate operating procedures; recommends
revisions or changes based upon results.
• Prepares for and prescribes approaches to possible downstream implications.
• Utilizes standard corporate tools to record change and problem activities for tracking
purposes.
Computer Operator | Trade Board Ltd, Kingston,Jamaica W.I | June 1980 - September
1989
Assisted end users in troubleshooting and resolving IT issues:
• Enters commands on computers, tape drives, printers, data communications equipment,
and plotters to integrate and operate equipment.
• Interfaces with customers to ensure that servers are functioning and to gather
information about new server requirements. Interfaces with vendors as appropriate to
expedite resolution matters of significance.
• Observes and researches peripheral equipment and error messages displayed on monitor
to detect faulty output or machine stoppage.
• Investigates, evaluates and resolves equipment problems and escalates issues as
necessary to maintain job production.
• Maintains audit trail of job activities and status to document productivity.
• Sent tickets to appropriate departments utilizing ticket tracking system
• Solved minor workstation-related issues
• Installed operating system, software, antiviruses and patches
• Maintained documentation of processes and tickets
EDUCATION
Tivoli Gardens High School, Kingston, Jamaica – 1978
High School Diploma.
Extensive Company Training