Essie Lee

Experience

• 

  Dal-Tile Corporation

  May 1997 - Mar 1999

  Senior Support Technician

  Supported 98/NT and Novell network environments in a client community of 1000+.Reset passwords, disabled, enabled and unlocked network and mainframe accounts.Resolved software and hardware problems at the workstation.Provided first and second level phone support via phone. Utilized Lotus Notes support system software for problem tracking.Updated front-end messages.

• 

  ITECH Consulting Group, Inc. (First Plus, Inc.)

  Mar 1999 - Mar 2000

  Desktop Support Analyst

  Supported 98/NT and Novell network environments in a client community of 500+.Resolved software and hardware problems at the workstation.Provided first and second level phone support via helpdesk. Utilized Lotus Notes support system software for problem tracking.

• 

  Volt Technical Resources (CSC\Raytheon)

  Apr 2000 - Oct 2000

  Lead Technical Support Analyst

  Provided hands-on training and assistance to new team members.Monitored workload and performance.Provided first and second level phone support.Kept track of notifications on network problems, down servers, etc.Updated front-end messages.Handled escalated calls for the team.Communicated team progress and escalation issues to management.

• 

  TEKsystems (ExxonMobil - North American Support Center)

  Oct 2000 - Oct 2003

  Security Support Analyst

  Supported a geographically dispersed client community.Reset passwords and unlocked accounts in the following environments:NT/2000 (Active Directory), Lotus Notes, Mainframe, UNIX, AS400 and SAP environments.Resolved tech problems using a combination of troubleshooting skills and SMS remote control applications.Used Remedy application for call tracking and ticket dispatch on problems not resolved via phone.

• 

  CSC - Computer Sciences Corporation - (Raytheon)

  Sept 2004 - Sept 2008

  Technical Support Analyst II (SME)

  Provided first and second level phone support for a geographically dispersed client community.Reset passwords, disabled, enabled and unlocked network and mainframe accounts.Used troubleshooting skills and internal knowledgebase to resolve problems.Resolved software and hardware problems via phone.Utilized Remedy application for call tracking and ticket dispatch.Handled P1&P2 server and mainframe issues.Kept track of notifications on network problems, down servers, etc. Show less

• 

  AWO Tech Services

  Jan 2009 - now

  User Support Analyst

  Receive calls from users having problems using computer software and hardware or inquiring how to use specific software, graphics, database, printing, word processing, electronic mail, and operating systems.Investigate and resolve computer software and hardware problems of users on a part-time basis.Install microcomputers, software, and peripheral equipment, following procedures and using hand-tools.Answer questions, applying knowledge of computer software, hardware, and procedures. Show less

• 

  Advent Global Solutions

  Nov 2019 - now

  Dallas Service Field Technician (Contractor)

  Provide Support to Dell Clients through Unisys Corporation.Break/Fix support for Dell Latitude, Precision, XPS, Rugged and Alienware Laptops, Desktops, and Servers.Installation of various Dell hardware/software i.e., Motherboards, Hard Drives, Memory, Wireless Cards, etc. Ensure customer satisfaction is maintained.Train, Educate and Support New Field Service Engineer Technicians.100% Travel/Mileage.

• 

  Pinnacle Technical Resources - Unisys Corporation - Dell

  Jun 2023 - now

  Dallas Service Field Technician (Contractor)

  Provide Support to Dell Clients through Unisys Corporation.Break/Fix support for Dell Latitude, Precision, XPS, Rugged and Alienware Laptops, Desktops, and Servers.Installation of various Dell hardware/software i.e., Motherboards, Hard Drives, Memory, Wireless Cards, etc. Ensure customer satisfaction is maintained.Train, Educate and Support New Field Service Engineer Technicians.100% Travel/Mileage.