LORRAINE MAY
Fresno, TX 77545 
home:  [Send email to request phone number] 58-0304 * mobile: (713)-835-9306
 e-mail: [Send email using form at bottom]


DESKTOP SUPPORT ANALYST

PROFILE
•	Desktop/Remote Desktop Support Analyst with over 9 years of experience in
providing technical support, systems administration, troubleshooting augmented by
over 10 years experience as a customer service professional.
•	Detail-oriented, flexible, multi-tasker; comfortable working on a team and
independently.  
•	Experienced in configuring and maintaining Windows 2000/XP as well as Novell
(Netware) environments.

TECHNICAL SKILLS 
Operating Systems: 	Windows NT/2000, XP Professional, Windows 95/98/NT/2000/XP
Home, Windows 2000 Server, Windows Vista Home, Home Ultimate
Networking:  	activating network ports, troubleshooting WLAN, LAN, and WAN
connectivity; TCP/IP, DHCP, DNS and VPN connection problems,  Active Directory,
troubleshooting, Novell Zenworks Desktop Management, Novell Netware, network
printer
Hardware: 	Dell Optiplex desktops, HP Business Desktops; installing and
troubleshooting components including: network cards, video cards, sound cards,
CD/CD-R/RW drives; Dell and HP servers, Dell notebooks, printer installation and
troubleshooting, wireless routers, and VOIP connectivity troubleshooting,
Blackberry PDA support
Telecom: 				Avaya Systems
Applications:  	Microsoft Office Suite 2000/XP, 2003; Lotus Notes 4.6, R5, 6 &
7, SQL, Web browsers: Internet Explorer, Firefox; Adobe Acrobat, RightFax, MS
Publisher, Norton Antivirus Corporate Edition, McAfee Antivirus, Symantec Ghost,
HEAT, Vantive call tracking, AdAware, Pest Patrol, Cisco VPN Client, Winzip,
Novell ZENworks Remote Management; Novell VPN; Tivoli, Remedy call tracking
Exposure To: 				Mac O/S, Microsoft SMS, Citrix 

CERTIFICATION:  Comptia A+; Dell Certified, 2007-2008

EDUCATION:
QA/Software Tester training 									       2006-2007
CAREER BLAZERS LEARNING CENTER, New York, NY	
Computer Support/Systems Analyst program: DOS management, A+ Certification
preparation course
PRAIRIE VIEW A&M UNIVERSITY, Prairie View, Texas
Bachelor of Science in Biology, G.PA: 3.4

EXPERIENCE
TECH-NO HOW, Houston, TX							                  April 2009- present
•	 Virus removal, PC and laptop hardware and software upgrades, printer
installation and troubleshooting (Self-employed business)

WELLS FARGO BANK, Sugarland, TX	October 2009
Technical Analyst
•	Assisted in Windows XP branch rollout project




THE NPD GROUP, Inc, Houston, TX 	September 2007 – September 2008
Technical Specialist II – Global Office Support
•	Provided on-site first, second and third level technical support for employees
of local office of major market
	research firm
•	Configured and installed laptops for new employees; deployed laptops as part
of product replacement project
•	Created and managed new telephone and voice mail accounts for new employees
via Avaya Console
•	Provided remote desktop support and home support for employees of national and
international offices Implemented disaster relief contingency plans during major
emergencies and also planned power outages

SAVA SENIOR CARE, Houston, TX	July 2005- September 2007
IT Customer Service Analyst 
•	Provide primary and secondary level remote desktop support via phone, and
email for over 25,000 employees of national healthcare provider, supporting over
6,000 workstations and devices, including Dell and IBM desktop computers, IBM
laptops, and peripherals 
•	Create submissions, update and maintain internal Lotus Notes IT knowledge base
database
•	Create Novell accounts via ConsoleOne and iManager web interface
•	Created Windows Active directory, proprietary web applications and other
network system accounts and reset passwords
•	Consistently received positive feedback from customers via company online
surveys 
Support issues include: troubleshooting WLAN, LAN, and WAN connectivity, Virus
and Spyware identification and removal, log-in problems related to middle-tier
server, reimage PCs when necessary, Troubleshoot, install and replace hardware,
Installation and configuring proprietary software 
Technical Skills – Software supported and used: Novell Client v 4.91, Novell
Zenworks Desktop Management, Office 2000 Professional including MS Publisher,
Windows XP Pro, Windows Active Directory, Adobe Acrobat Reader 7.0, Standard 6.0;
Lotus Notes R6, R7.02; Lotus Domino Web Access, Symantec Ghost, HEAT call
tracking, PeopleSoft, PeopleSoft HR, PeopleSoft Financial, in-house DOS
applications, FoxPro

ARAMCO SERVICES COMPANY, Houston, TX 	September 2004- July 2005
Helpdesk/LAN Analyst
•	Provided first line technical support for all employees, and contractors of
North American division of Saudi Aramco Oil Company. 
•	Use remote desktop tools to resolve first and second level technical problems
over the phone
•	Monitor and respond to all incoming technical and special request emails
•	Ensure completion of overnight server tape-backup process, and prepare tapes
for pick up by off-site disaster recovery storage company
Technical Skills – Software supported and used: Office 2003, Windows XP Pro,
Windows Active Directory, Tivoli backup software, Adobe Acrobat Reader 7.0,
Standard 6.0; Documentum, SAP (password resets), Remote Desktop Connection, Magic
call tracking

RIVER OAKS IMAGING AND DIAGNOSTIC, Houston, TX
IT Systems Specialist (Independent Contractor)     	August 2003 – June 2004
•	Configured software, hardware and installed new PACS workstations and servers

•	Monitored remote and on-site PACS servers and workstations
•	Created and edited specialized images for use on radiologist and
transcriptionist PCs
•	Configured software, hardware and installed workstations for use with
Powerscribe voice recognition dictation system
•	Provided phone technical support for custom and standard software and hardware
as needed

SOUTHWEST BANK OF TEXAS, Houston, TX 
Technical Support Analyst I 	October 2001 – February 2003
•	Provided first line remote telephone and email technical support to over 1300
employees at all branches  of large, independent Texas bank 
•	Installed and configured standard and custom bank software on desktop PCs and
laptops 
•	Utilized tools provided to resolve desktop PC and LAN first, second and third
level technical problems 
•	Served as a liaison between employees of the bank and specialized technical
support staff 
Technical Skills – Software supported and used: Office 97, 2000; Outlook 98,
2000; Internet Explorer 5.x, 6.0; Netscape 4.x; Windows 9.x, NT 4.0, 2000, XP,
Rumba AS/400 software, Adobe Acrobat 4.0, 5.0; Winzip, HEAT call tracking;
Microsoft SMS; Bindview Proxy Host; Norton Ghost 7.5; Norton Antivirus Corporate
Edition, RightFax
Hardware: HP LaserJet printers; Dell Optiplex GS, GX1, GX110, GX150, GX260
desktops and Latitude CP series laptops; Blackberry support


GETRONICS, INC., Houston, TX
Technical Analyst 		June – October 2001
•	Provided phone technical support for custom, off-the-shelf software, and
hardware to desktop and laptop employees of Fortune 500 companies including Bayer
Corporation and Kellogg’s
Technical Skills – Software supported: Windows 2000, NT 4.0 and 95 OS; Office
97, 2000; Lotus Notes R5, 4.6; Internet Explorer 5.x, Netscape Communicator 4.x,
Novell Netware

FIDUCIARY TRUST COMPANY INTERNATIONAL, New York, NY
Helpdesk Analyst 								      September 2000- April 2001
•	Resolved level 1 and level 2 helpdesk calls at point-of-call for global
investment bank of 700+ employees 
•	Generated daily reports of the day’s unresolved calls 
Technical Skills – Software supported: Office 97, 2000; Lotus Notes 4.5;
Internet Explorer 5.x; Windows NT 4.0; Novell Netware Administrator; IBM AIX
print management; Adobe Acrobat 4.0

C3I, INC., New York, NY
Helpdesk Technician I	August 1999- September 2000
•	Provided phone technical support on popular off-the-shelf, e-mail and CRM
software to remote based users of many Fortune 500 companies, including Pfizer,
Bayer Corporation and DuPont.
•	Provided assistance on various hardware platforms including laptops, printers,
Palm Pilots and other peripherals
•	Performed daily maintenance and e-mail synchronization of client master
laptops
Technical Skills – Software supported: Office 97; Outlook 97, 98; Internet
Explorer 4.x, 5.x; Netscape 4.x; Notes 4.6, R5; Siebel Sales Automation; Windows
9.x, NT 4.0; Connect Remote; Adobe Acrobat 4.0; Dial-up Networking; RAS; PC
Anywhere; Hardware: HP Deskjet printers; Epson 800, 850 ink jet printers; PC
cards; IBM Thinkpads 600, 600E; Dell Latitude CP; Toshiba Tecra 8000; Compaq
Armada 1520; Palm Pilots;