Roberta Salinas is seeking a technical support position and has over 10 years of experience in desktop support roles. She has experience supporting end users, deploying new operating systems, setting up mobile devices with MDM software, and troubleshooting various hardware and software issues. Her resume lists several contract roles providing IT support and handling help desk tickets for various companies in Houston, Texas.

1. Roberta Salinas 5814 Creektrace Lane Katy,TX77449
281-755-4091
Roberta_Salinas@hotmail.com
OBJECTIVE: Seeking a position as Technical Support Person in a progressive technology environment
EXPERIENCE:
08/2014 to Present CONTRACT – Parsons Brinkerhoff Houston, TX Sr. Desktop Support
 Supported end users with IT related problems by handling incoming calls and ticket queues and then determining appropriate
action.
 Trained staff on new Lync systems for IM services and soft phone usage.
 Assisted with file Access or secure files on servers.
 Responsible for new employee hardware onboarding process.
 Ensured all new laptop and desktop receive new OS images and drivers
 Setup, deployed, and maintained of end-user machines, install, organize, test, maintain, check and troubleshoot end user
workstations related to hardware and software.
 Set up all Android, iPhones and iPads with MDM software Mobile Iron for company email access .
 Handled resetting of network logon passwords, and adding network printers to a computer system.
 Researched and resolved problems on workstations and LAN, including IP resolution, VPN, cabling, and Peripheral
malfunctions.
 Support provided via desk-side and remote access through utilizing Microsoft Remote Desktop and Lync remote access
software.
1/2014 to 5/2014 CONTRACT TD Industries Houston, TX IT Support Specialist
 Responsible for hands-on hardware and software troubleshooting.
 Performed network administration functions, set up network user accounts/permissions, reset passwords, and administered
group policies via DRA and Active Directory
 Desktop support for Window 7 rollout, along with all other supporting software and hardware setup.
 Set up all iPhones and iPads with MDM software Trellia for company email access.
 Setup, deployed, and maintained of end-user machines, install, organize, tested and troubleshoot end user workstations
related to hardware and software.
 Logged all trouble tickets within the Service Manager, maintaining complete documentation of problem cause, impact and
resolution.
 Help with mapping network drives, install network printer, install company software and troubleshoot Remote Access
customers
08/2013 to 12/2013 CONTRACT KBR, Inc. Houston, TX Sr. Desktop Support
 Coordinated Windows 7 installation and Deployment Project.
 Desktop support for Window 7 rollout, along with all other supporting software.
 Setup, deployed, and maintained of end-user machines, install, organize, test, maintain, check and troubleshoot end user
workstations related to hardware and software.
 Follow-up with clients to ensure resolution is complete and timely.
 Worked within a team environment to provide users with quality customer service and technical support ensuring client
satisfaction.
 Set up all iPhones and iPads with MDM software for company email access.
 Logged all trouble tickets accurately as per the IT department best practices, maintaining complete documentation of problem
cause, impact and resolution.
04/2013 to 07/2013 CONTRACT ExxonMobile Houston, TX SR. Desktop Support
 Maintained the LAN network operations, including limited hardware and software installation and set-up, documentation,
administration, technical maintenance and user support.
 Installed, configured, imaged Dell desktop and laptop systems.
 Logged all trouble tickets within BMC Remedy accurately as per the IT department best practices, maintaining complete
documentation of problem cause, impact and resolution.
 Develop an understanding of the user environment and maintained technical knowledge base system.
 Highly skilled in troubleshooting hardware, software, LAN, WAN, VOIP and operating systemissues.
 Performed network administration functions,set up network user accounts/permissions,reset passwords,and administered
group policies via DRA and Active Directory.
 Researched and resolved problems on workstations and LAN, including IP resolution, VPN, cabling, and Peripheral
malfunctions.
 Collaborated with other departments in a team-oriented, environment.

2. Roberta Salinas 5814 Creektrace Lane Katy,TX77449
281-755-4091
Roberta_Salinas@hotmail.com
11/2012 to 04/2013 CONTRACT Circor Energy Houston, TX I.T. Specialist
 Responsible for hands-on hardware and software troubleshooting.
 Delivered extensive equipment support experience with all Microsoft desktop operating systems products.
 Installed hardware, applications, maintain LAN/ WAN/ VIOP/ Wireless networks, support remote access users, develop
documentation, the IT team.
 Logged all trouble tickets accurately as per the IT department best practices, maintaining complete documentation of problem
cause, impact and resolution.
 Follow-up with clients to ensure resolution is complete and timely.
 Support desktops and laptops, workstation/telephone relocations.
 Responsible for ensuring compliance with all software licensing requirements.
 Set up all Android’s, iPhones and iPads with MDM software for company email access.
05/2012 to 11/2012 CONTRACT- ConocoPhillips Houston, TX Sr. Desktop Support
 Desktop support for Windows XP and Window 7 along with MS Office 2003, 2007, 2012 and all supporting software
applications for the Houston Office and 15 building campus office locations.
 Hardware install and maintenance for site servers, desktops, laptops, printers, scanners, projectors, video conferencing
equipment, IP phone system, PDA / Blackberry and many others peripherals .
 Support provided via desk-side and remote access through utilizing Microsoft Remote Desktop and NetMeeting remote
access software.
 Setup, deployed, and maintained of end-user machines, install, organize, test, maintain, check and troubleshoot end user
workstations related to hardware and software.
 Systems administration within Active Directory, Open Directory and MS Exchange for windows environments with user
account, distribution and security group creation and management.
08/2010 to 04/2012 HealthSpring of Texas Systems Administrator/ Desktop Support
 Provided Tier III/other support per request from helpdesk. Investigated and troubleshoot issues
 Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities using SCCM.
 Perform daily system monitoring of all hardware, server resources, systems and key processes, reviewing system and
application logs, and verifying completion of scheduled jobs such as backups .
 Maintain LAN/ WAN/ VIOP/ Wireless networks, support remote access users.
 Created, changed, and deleted employee Active Directory accounts per request.
 Maintained and updated MS Windows OS image through Symantec ghosting software.
 Ensured all new laptop and desktop receive new OS images and drivers.
 Created knowledge base documentation for all software installations and technical fixes.
 Coordinated Windows 7 installation and Deployment Project.
 Applications support which included Adobe Acrobat, MS Office 2007& 2012: Word, PowerPoint, Excel, Document
Imaging. Citrix login issues,RDP connection issues.Cisco VPN connection issues
 Assisting users by remote application such as VNC, SCCM, NetMeeting, and Dameware.
 Used BMC Service Desk to log all Helpdesk calls. Responded to 60+ calls per day.
 Maintained 90% SLA resolution rate. Provided excellent Customer Service.
03/2010 to 06/2010 CONTRACT- Mitsubishi – Caterpillar Forklift of America Helpdesk/Desktop Technician
 Provide Superior I – III level support and systemadministration for all managed users and clients, as well as hands -on
desktop,laptop, printer repair and upgrades. Reset password for Network and AS400 Environments using Active Directory.
 Handled inbound calls from 300 plus users or interfacing in person to troubleshoot,analyze and diagnose issues .
 Engaged appropriate technical resources by documenting consistent,accurate and detailed analysis to resolve all issues
 Oversee and coordinate Windows 7 installation and Deployment Project.
 Created and built customWindows 7 image package for MFCA standard desktop and Laptop environment.
 Ran deployment upgrade for AS400 changes from 3rd party service vendor 4CS.
 Prepared new hire hardware with ghost software. Created new hire Network and email accounts.
 Worked within a team environment to provide users with quality customer service and technical support ensuring client
satisfaction.
 Applications support which included Adobe Acrobat, MS Office 2007& 2012: Word, PowerPoint, Excel, Document
Imaging. Citrix login issues,RDP connection issues.Cisco VPN connection issues
 Maintain LAN/ WAN/ VIOP/ Wireless networks.
 Assisting users by remote application such as NetMeeting, Dameware, and LanDesk.
 Used HEAT application to log all Helpdesk calls. Responded to 50+ calls per day
 Maintained 90% SLA resolution rate. Provided excellent Customer Service.

3. Roberta Salinas 5814 Creektrace Lane Katy,TX77449
281-755-4091
Roberta_Salinas@hotmail.com
08/2009 to 12/2009 IBM Global Services/CenterPoint Energy * CONTRACT* IT Specialist
 Perform as Tier1 support for IS Support Desk and Perform all AIS Daily Supported Task
 Document Support issues using Tivoli Service Request Manager (TSRM) and HP Quality Center.
 On a daily basis, look for issues soon to be completed (work with root cause owners to determine if issue is on track)
 Investigate daily pre-analysis report, Check in CIS Rumba for reasons why there was no meter reads.
 Check in CIS Rumba for updates on existing no meter reads on the report.
 Document report with comments and notes from CIS Rumba
 Verify reports are updated every day and placed on SharePoint site.
 Verify links to reports are correct and linked to proper files
 Check Cell Relay and Meter performance on the Dashboard and What’s UP Gold.
04/2008 to 06/2009 Technip USA, Inc., Houston, TX IT Help Desk Team Lead Coordinator
 Assist in the professional and technical development of Support team enabling them to set technical goals.
 Prepare the support teamfor new product/service releases, including e-mail, LAN/WAN, directories, standard desktop
images and applications
 Supervise the daily activities of the Help Desk function by provide training, coaching, organizing, planning, monitor,
mentoring and assist teammembers to deliver quality support.
 Provide feedback to team members on issues such as customer service, communication, and technical skills , performance
measurements, projects, and administrative work.
 Participate and assist in driving the knowledge management process
 Assist and work Technip employees and clients to resolve any technical issues overthe telephone and through email.
Troubleshooting IT related problems such as hardware/software, passwords and printer problems
 Applications support which included Adobe Acrobat, MS Office 2007& 2012: Word, PowerPoint, Excel
 Consistently and accurately track, update,and close assigned support requests using IT’s call tracking software Vantive.
 Work within established inventory processes to ensure accurate and efficient inventory management for desktops,laptops,
printers, scanners and all other client-side technology
 Using Active Directory to create all New Hire accounts for network connectivity Per New Hire Notification
 Responsible for all Departure Notifications and disconnecting all User Accounts upon termination
 Administration of LAN servers granting all types of access to folders, Share files, network printers
 Escalate problems to the appropriate party(s) as needed and provide assistance/leadership to teammates to ensure a timely
resolution for customer issues
 Act as working Helpdesk member when necessary,examples include, but not limited to sick or vacation time of staff
12/2006-11-2007 Weatherford Houston, TX Team Lead Sr. Helpdesk Analyst
 Managed the IT Helpdesk in accordance with organizational policies and goals. Led a team of six Help Desk agents
 24x7 support and management of the Weatherford IT user community. Responded to 60+ calls per day.
 Provided technical direction and ensures proper functioning of company's information processing systems,including
Exchange/BES servers, personalcomputers, telecommunications, and networking required to support all employees.
 Responsible for developing, documenting, and monitoring best practices and processes in accordance with IT objectives and
defined benchmarks.
 Implemented policies and procedures regarding problem identification, confirmation, and resolution knowledge
documentation. supervise the daily activities of the Help Desk function
 Increased/changed staff,setting Service Levels, developed process improvements and established a Knowledge Base
function, and documenting procedural guidelines for HelpDesk Staff
 Manage Call Tracking Software - Used to define metrics for Service Level Agreements.
 Evaluates new information systems products orservices to ensure cost effective productive solutions for the usercommunity
as well as reviewing existing products or services for improvement opportunities .
 Password resets for NT Accounts, using Active Directory, reset passwords for AS400, GL Inquiry, JDE,and SAP
 Reset printers and user jobs in AS400. Mapped network drives, adding network printers.
 Applications support which included Adobe Acrobat, MS Office 2007& 2012: Word, PowerPoint, Excel.
 Helping clients with any connectivity to Citrix, RDP, Cisco VPN.
 Trouble-shooting all LAN, WAN, Voice over IP issues.
 Maintenance and installation of applications to all network users.
 Responsible for setting up new client profiles in Outlook and assist with the managing pst files.

4. Roberta Salinas 5814 Creektrace Lane Katy,TX77449
281-755-4091
Roberta_Salinas@hotmail.com
7/2005 – 12/2006 Getronics Houston, TX Sr. Helpdesk Analyst Tier 2 Lead
 Helpdesk support for BP and Khovnanian Home Builders.
 Assisted and worked with the clients to resolve any technical issues over the telephone and through email.
 Managed MS Office, Windows XP, MS Exchange and NT account administration.
 Used NetMeeting, DameWare, Shadow, and Go to Assist for remote control technical support.
 Helping clients with any connectivity to Network and Citrix servers. Trouble-shooting all LAN and WAN issues.
 Assisted with iRAS/ iPass to connect to the network using a dial up network and VPN connection.
 Responsible for setting up new client profiles in Outlook and assist with the managing pst files.
 Password resets for NT Accounts, AS400, VAX, PeopleSoft, Enterprise One, and SAP.
 Assisted clients in mapping to print servers and home drives. Helped install Software and Hardware.
 As Tier 2 I monitored daily call flow for Agents Staffed and Calls Answered. Performed daily Call Assessments for tier 1
 Agent incoming calls for Quality Assessment purposes. Techincal coaching with Tier 1 agents and extended hours team with
client calls when needed.
 Monitor / Update / Create Global Cases, Optional Status Line and Forced Status Greeting.
 Monitored and followed up daily spot checks on client cases in the Corrective Actions Database. Maintain/Update and
Created/Developed client knowledge articles in KEWA.
 Continuous monitoring case reports assigned to Help Desk inbox and Tier 2 inbox.
 Point of Contact for all escalations. Created and monitored team chat room.
 Providing excellent customer service to all supported clients.
2/2004 - 11/2004 CONTRACT - Shell Information Technology International, Houston, TX Helpdesk Analyst
 Responsible for GI-D support Shell internal customers.
 Reset passwords for Smart Card logins, NT passwords, and Lotus Notes, Mobile Office, Citrix, and SAP accounts.
 Mapped home drives, printers, project and common drives.
 Installation/removal of software and hardware.
 Technical support for remote control desktop pc's for technical support through NetMeeting.
 Customer Support back up for the Latin America helpdesk.
 Used Perigrine Service Center to log all calls.
 Maintained 90% for SLA's. Provide excellent Customer Service.
 Technical support for Windows 2000, MS Office 2000 products, SAP R3, Mobile Office Business/Private, Citrix Client,
UUNET.
 First line of support for SAP Atlas help desk.
 Provided training for TimeWriting and Expense claims.
 Ran daily Amex reports through Pro-Master.
EDUCATION:
5/1991 Macarthur Sr. High US-TX-Houston Diploma
ADDITIONAL INFORMATION
BILINGUAL – Speak Fluent Spanish
COMPUTER SKILLS:
 HARDWARE: Trouble-shooting workstations, PC desktops Laptops, CPU, Modems, Zip drives, Tape back ups, Canon-
Epson-HP Printers, motherboards, hard disk, and network environments, PBX and Rolem phone systems. Cisco VOIP,
 SOFTWARE: Trouble-shooting office 97, FoxPro, Peachtree, Megaphone, Xmeduis Fax, Fax works, Faxination Microsoft
access, Excel, Reflections, Remote Access Manager, Lotus notes, Vantive, Schedule+, Enterprise Administrator, TCP/IP
printer configurations, SMS client, Oracle, MS Exchange Client and server Administration, NT Administration, Adobe
reader Adobe Acrobat, Outlook 98200020072012, Tivoli 6.0, Apropos 4, Client Access, User Manager, Virtual Private
Networks, SAP R/3. PeopleSoft, BMC Service Desk, Active Directory, MS SCCM, JD Ewards, MHC
 OPERATING SYSTEMS: Windows for workgroups 3.11, Windows 95 98 XP, Windows 7, Windows NT, UNIX, MS
DOS, AS400 AND NOVELL.