Customer Service

Herbert R Hughes Jr 2742 Kilburn Ave Dallas Texas 75216 • Home 214 376 7155
Cell 214 909 5960

Help Desk Analyst


Help Desk Analyst with over ten years of experience providing technical assistance to business professionals.
My job duties consisted of interacting with the customer,vendors and management to ensure a high level of customer satisfaction.
I was engaged in identifying and resolving complex problems relating to product or service installation,hardware,software,updates configuration,operations and performance.

Areas of Professional Interest : Helpdesk Support, MVS Customer Service

Technical Summary

• Windows 95 - XP Windows 7
• Hardware / Software installation and upgrades
• MS Office 95-2003
• MacAfee Antivirus
• Laptop and Desktop Support
• Customer Service Support
• Helpdesk Support Operations
• Lotus Notes
• Remedy / Managenow (Problem Ticket Support)
• Defining and managing SLAs
• Cisco Unity
• Altiris
• Active Directory
• Postini


Telo's Computer Repair
Dallas Texas 2011 to Present
We repair Laptops and Desktops work stations.

• Install memory
• Reimage computers
• Virus removal
• Software upgrades
• Hardware upgrades
• Spyware removal
• Laptop computer
• Repair service
• System restoration


Customer Service Analyst
EDS Plano Texas 2009 to 2011

Deal directly with customers either by telephone,electronically or face to face.
Respond promptly to customer inquiries.
Handle and resolve customer complaints.
Obtain and evaluate all relevant information to handle inquiries and complaints.
Perform customer verifications.
Process orders,forms,applications and requests.
Direct requests and unresolved issues to the designated resource.
Manage customers accounts.
Keep records of customer interactions and transactions.
Assist with new employee training process.
Scheduling services online.
Assist with all other office administrative duties.


ACS Affiliated Computer Services, Inc Dallas, Texas
Technical Helpdesk Analyst 2008 to 2008
Supported 711 Stores United States and Canada. Maintained problem ticket system to record and track customer calls and emails
Work with Franchisee and Store Managers to resolve store related issues. Some of the issues were power outages on the back office servers (ISP) .
Back office printers POS registers money order machines debit /credit pin pads gas pumps symbol scanners and mots .
Aided technicians with installing POS registers setting up the servers (ISP) that is life line of the store.
Updating SQL server 2005 databases working with technicians installing new equipment in model stores US and Canada.
Worked with AT&T to track down network related issues in the stores.



PDS Technical Services, Dallas, Texas
Help Desk Support Analyst 2007 to 2008
Supported Abercrombie & Fitch Enterprise provided assistance to computer users. Maintained problem ticket system to record and track customer calls and emails.
Setup VPN tokens for users to have remote access I also provided assistance in resetting tokens if they were out of sync.
I used Altiris to remote into a user's machine to troubleshoot problems and push out software that is needed by the user.
I was also able to unlock a user's account when they were denied access to the system.
I provided assistance when users had problems with Lotus Notes, resetting passwords pushed out software Cisco DUC to their machines when they had problems with voicemail.
I provided assistance when users needed to have their Network Drives mapped.
Maintained problem ticket system to record and track customer calls and emails for resolution or report issue to support teams.


IBM, Dallas , Texas 1993 to 2007
Help Desk Analyst
Supported newly formed Help desk function to provide assistance to computer user via telephone and email. Maintained problem ticket system to record and track customer calls and emails. Reported problems and complaints.
Assisted customers and IBM management/support teams with hardware and software problems,provided trouble shooting resolutions to avoid costly impact to the customer and other support teams. Performed maintenance of personal computers and peripheral equipment. Also conducted technical training demonstration.



South Oak Cliff High School, Dallas,Texas 

  • ID#: 70488
  • Location: Dallas, TX , 75216

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