This document provides a summary of Ed Souza's qualifications and work experience. He has over 15 years of experience in IT with expertise in Windows, networking, Active Directory administration, and virtualization technologies. His most recent role was as a regional IT support analyst providing desktop support and remote assistance to users. He is fluent in English, Portuguese, and Spanish.

1. Ed Souza.
7723 Muley Ln. Cypress TX, 77433. (832)368-4033 e-mail: edcsouza@gmail.com
Career Overview
Desire a career opportunity where my experience, knowledge, and education may be used to the
fullest extent to better both the organization and myself.
Spoken Languages
Fluent in: English, Portuguese and Spanish.
Qualifications
CompTia A
Windows 9X/NT/2000/XP/7/8
SQL, HTML
Knowledge of Web Technologies, Protocols and Tools
Cisco IP Communicator.
Remote Access Technology
MS Office, MS Visio
Cisco, CCNA
Excellent Communication Skills
Enterprise Technologies
Strong Problem Solving/Troubleshooting Skills
Knowledge of Cloud Computing & Virtualization
Virtual box / VMware
MSDOS batch scripting
Server administration
HP Proliant Onboard administrator
Active Directory administration
SCCM software distribution
Education
● 03/2007 Houston Community College Cisco Networking Academy (CCNA).
● 11/2004 Apple Inc. Certified technician (From Apple while employed there).
● 09/1997 James E. Taylor High School, Katy TX. (English lessons).
● 08/1996 CETEF (Brazil, RJ ) - Associate of Information Technology.
● 05/1995 Tamandare School (Brazil, RJ). CompTIA A+ certification.
Technical Skills

2. MS DOS / MS Windows 95, 98, NT4.0, 2000, XP, Vista, Win 7 & Server 2003 / MS Office 97,
2000, 2003, 2007 & 2010 / MS Outlook 2000, 2002, 2003, 2007 & 2010 / Lotus Notes 5.0, 6.5 &
7.0 / Symantec Ghost 2001, 2003 & 2005 / McAfee Antivirus Enterprise 7.1, 8.0i & 8.5i
/Checkpoint VPN / RSA Token / HP Service Desk 4.5 / Adobe Acrobat / Exchange 2010 /
HP RGS / HP ProLiant / HP Onboard administrator / Virtual box / VMware / Smarteam /
StarLims.
Over 15 years of IT experience with all major PC software and hardware. Highly skilled on:
network setup, troubleshooting, cable installation/termination, and server administration.
Work Experience
Regional IT Support (regional desktop support analyst).
05/2016 – 10/2016. Huntsman Corporation (Insight Global Contractor)
● Computer repairs desktop support.
● Remote and on-site support to Huntsman users.
● Creating new images and deploying laptops/desktops to users.
● Collaboration with company wide IT teams to improve deployment of new software and
hardware.
● Support of Windows 7 and 10, Lotus notes and MS office applications.
● Managing user accounts, rights in Active Directory. Account creation and software
distribution.
● Helping customers with iPhone messaging and email issues.
● Management of inventory into the company’s database.
Premises Technician.
01/2016 –05/2016. AT&T. Houston, TX
● Educate customers on service features and functionality.
● Verify all services are working correctly.
● Install and rearrange inside wires.

3. Field technician. (2 months contract).
09/2015 – 11/2015. Ample Computer Services. Huntsville, TX
● Computer repairs and field services.
● Remote and on-site support to Ample customers.
● CAT5 cable runs, adding new computers to domain servers,setting up wireless networks,
Windows 7, 8 and 10 image setup and installation.
● Laser printer repairs.
Infrastructure systems engineer. (Baker Hughesjob change/promotion).
06/2011 – 02/2015. Baker Hughes Incorporated. Houston, TX
● Responsible for supporting all Baker Hughes engineers as well as engineering apps and
hardware. Conducted team meetings to develop process to improve workflow and
communication between in-house departments.
● On-site and remote support of multiple Baker Hughes data centers.
● Hardware maintenance of HP servers as needed (parts replacement,hardware upgrades).
● VMWare Virtualization of servers and assigning users to each specific virtual machine based
on the user’s needs and projects. Managing servers either on location or remotely.
Deployment, administration and maintenance of HP Proliant WS460c G6 blade servers.
● Managing users, sites, groups and company assets in Active Directory. Account creation and
software distribution. SCCM managent.
● Webbits and RAIS support (oil industry drill bit database).
● Installation and configuration of switches and routers. VLAN creation and management.
● Imaging servers with BHI standard and engineering applications. Cloning disk images,
backing up images and packaging software for deployment to users.
● Engineering applications support & deployment: Solidworks, Autocad, Envision, Drawing
Locator, TeamCenter,Altium, Ansys. StarLims user account creation and administration.
Systems Specialist IV – Trilingual. English, Portuguese, and Spanish.
02/2008 – 06/2011. Baker Hughes Incorporated. Houston, TX
● Frontline support to all Baker Hughes employees around the world.

4. ● Troubleshooting Windows based applications such as MS office, Adobe acrobat,SAP, and
Internet Explorer as well as BHI proprietary applications by either detailed step-by-step
instructions, remote connection or hands-on desk-side support.
● Troubleshooting of hardware based issues with devices such as printers, cameras,BlackBerry
devices, iPhone/iPad MS exchange support, computers and servers.
● Managing user accounts, rights in Active Directory. Account creation and software
distribution.
● Remote assistance via Netmeeting, MS Office communicator, PCDuo and CA Service desk.
● I recently worked with the BJ Services migration to the Baker Hughes IT environment shortly
after Baker Hughes acquired the BJ Services company.
● Collaborated with [teams/departments] to help design and develop an application dashboard to
monitor the status of all IT related problem tickets.
Latin America helpdesk team lead: Trilingual. English,Portuguese,and Spanish.
05/2007 – 02/2008. Getronics. Houston, TX
● Provide daily support to the helpdesk staff. Interviewing and training of new helpdesk
analysts.
● Develop documents to assist Tier 1’s in resolving issues.
● Monitor phone queue for drastic call influx due to outage conditions. Analyze problem, create
whiteboards and put up messages as needed. Monitor call queue for lengthy call duration
giving assistance on calls exceeding 15 minutes.
● Have weekly team meetings and discuss issues that are forthcoming, issues that have failed,
and issues that prevent the Tier 1’s from performing their tasks and report these issues to
management.
● Responsible to communicate all issues that pertain to the operation of the shift they are
covering to include: Communication to the tier 2 distribution list, communication with
solvers, communication with management, and generating a daily log of issues from their
shift sent to the tier 2 distribution list.
● Manage user account, rights in Active Directory, network printers, VPN connections,
software install & troubleshoot.
● Support, configure, troubleshoot and manage Lotus Notes Client 5.0, 6.5 & 7.0
● Install and configure local and network printers, PDA and Blackberry devices.
Tier 1 Helpdesk Technician: Trilingual. English,Portuguese,and Spanish
04//2005 - 05/2007. Getronics. Houston, TX.

5. ● Providing technical assistance with Windows platforms and Windows based applications to
all Nalco Company employees in North America and South America.
● Troubleshooting applications such as Lotus notes, SAP,ON base, Active directory, VPN,
IE...etc.
● Remote assistance via Netmeeting. Accessing the user’s PC via Netmeeting and
troubleshooting various issues including but not limited to: email, hardware/software
installation, Lotus Notes configuration, Internet Explorer, MS office, SAP, VPN.
● Installing network and local printers and verifying that the customer is able to print before
ending a Netmeeting session.
● Training of newly recruited employees.
Tech support (Tier 1)
07/2004 to 04/2005. Apple Inc. Austin, TX
● First line tech support at Apple Computer.
● Assist customers via phone to analyze help and troubleshoot customer issues with Apple
products such as desktop computers, laptops, Xserve servers,software,network and issues.
● Troubleshooting Mac OS (9, 10.2, 10.3 and 10.4).
● Apple Computer certified technician.
Field tech – Desktop support
06/2003 to 07/2004. En Pointe Technologies.
● Arrive at locations specified by En Pointe technologies to setup win2k network and configure
computers to connect with home office domain.
● Installing and configuring Win2k on all desktops at designated locations.
● Installing local and remote printers and making sure each desktop user could print
successfully.
● Hardware/software setup and upgrades, LAN configuration, CAT5 installation and wireless
network installation.
Custom PC sales.
01/2000 to 06/2003 Home based business, Houston, TX
● Selling custom built computers.
● Building, assembling and customizing computers to match the buyer’s specifications.

6. ● Testing and making sure computers were ready to use.
Circuit Assembly
08/1998 to 10/1999 X-Tell Corporation. Austin, TX
● Responsible for inspection and hardware testing of motherboards as they are assembled.
● Soldering of microchips and electrical components into PCB boards.
● Testing of newly assembled PCs and electronic equipment before it was packed and shipped
to customers.