Ethan Bell
Lead Desktop Support Analyst, IT Consultant, Business Owner
- (281) 898-1219
- Apple Certified Support Professional
- ebell451@gmail.com
- 10592-A Fuqua #218, Houston, TX 77089
- View a visual copy of my resume
- Not available right now!
Techical Skills
- advanced, 10+ yearsTroubleshooting
- advanced, 10+ yearsDesktop Support
- intermediate, 5 yearsNetwork Admin
- advanced, 10+ yearsMicrosoft Office
- intermediate, 5+ yearsAppSec
- intermediate, 7 yearsTeacher / Instructor
- advanced, 10+ yearsWinOS
- advanced, 10+ yearsMacOS
- intermediate, 5 yearsLinuxOS
Work Experience
October 2015 - PresentOpenText / Micro Focus / NetIQ
Houston, TX
Technical Support Engineer II
Investigated and resolved incoming questions and issues in a timely and effective manner for Application Security and ITOM Software Solutions: Fortify Suite (SCA, SSC, WebInspect, WIE, CloudScan, Application Defender), NetIQ AppManager Suite (AppManager, Aegis, Analysis Center), Operations Bridge Manager (OBM / OMi), SiteScope (SiS), NetIQ Operations Center. Documented all contact activity, including troubleshooting steps and problem resolutions, in the CRM/CMS. Created knowledge articles and video tutorials to reduce troubleshooting and research time of future calls. Responsible for creating a team collaboration repository. Took responsibility for knowing when and how to elevate issues within support and to development. Met specific productivity requirements (i.e., number of cases open, resolved, same-day resolution, etc.). Verified, tested and reported product deficiencies or bugs using defined enhancement/bug reporting process. Performed tasks and projects as delegated by senior, lead or management. Reported to management new process issues that impacted customers. Especially when no procedure or process was in place for a given situation or when an existing process or procedure needed modification. Tested new releases and provided feedback to quality assurance and development teams. Assisted other support engineers in ticket resolution. Developed and maintained lab consisting of Microsoft Windows Server 2008-2019, Microsoft SQL Server 2008-2017, Exchange, Office365, Linux (openSUSE, SUSE, CentOS).
March 2004 - PresentAllied Virtual Office Assistants
Houston, TX
IT Consultant / Owner
Owner of an IT Consulting business providing computer and network consulting services for small businesses. Provided training and technical support for clients. Creation of video tutorials and help files utilizing Camtasia Studio and fpHelp Builder. Installed LANs for small business: installation of hardware, software, network operating system, setup workstations, configure printers. Installed, configured and maintained Content Management Websites (CMS) for clients utilizing Joomla! and applications.
October 2013 - February 2015Aditi Staffing
Houston, TX
IS Plant Support Analyst / Systems Engineer I
Contract position at Calpine Corporation providing desktop and server support for corporate offices and plant sites in the Central US region. Effectively met project milestones, deadlines and target dates on PC/OS Refresh and other projects assigned. Performed systems administration and configuration for all internal data systems, requiring a solid understanding of Windows Server 2008, 2012, Hyper-V (hosts and guests). Responsible for investigating, performing root cause analysis, developing remediation plans and resolving issues for end-users and internal systems as presented in Remedy tickets in accordance with SLAs. Performed routine system monitoring to ensure ongoing availability, integrity and security of managed assets. Served as “Smart Hand Support” on location for the networking team. Imaged computers and installed applications per end user requirements and company policy/procedures. Provided exceptional (reliable, timely, and effective) customer service through consulting, installation, support, training and troubleshooting for the end-user community. Wrote and modified scripts to increase the efficiency of implementing and managing servers and desktops. Wrote and modified Internal Operating Procedures (IOPs) for the department.
July 2013 - September 2013MRI Contract Staffing (CDI)
Houston, TX
IT Support Analyst
Temporary Contract Position at Baker & Hostetler, LLP at the Houston downtown office. Effectively met project milestones, deadlines and target dates on imaging and migration project (PC Refresh Windows XP to Windows 7 and Windows 7 to Windows 7 – data transfer). Provided tier 2 end-user support (desk side, virtual via remote control and telephone). Provided exceptional (reliable, timely, and effective) customer service through consulting, installation, support, training and troubleshooting for the end-user community. Performed testing of software applications, upgrades, security patches utilizing the Firm’s test matrices to ensure compliance and usability.
March 2012 - March 2013GTI Federal / HP ES
Houston, TX
Operations Lead / Interim Operations Manager
Promoted to Interim Operations Manager supervising over forty employees on the ACES contract. Subcontractor for HP Enterprise Services providing level 3 PC support for NASA’s Johnson Space Center personnel. Responsible for troubleshooting and resolving technical problems related to hardware (Dell, HP, Lenovo, Apple), COTS software and communication devices (iPhone and BlackBerry). Installing base OS (Windows XP/7) and supporting software as per the guidelines of the organization. Perform hardware replacement per parts replacement agreement and processes. Maintain records of repairs, changes and updates within SM7 problem tracking system. Assist staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
December 2010 - February 2012GHG Corporation
Houston, TX
Desktop Technician, ODIN Refresh/Retrofit Technician
Subcontractor for Lockheed Martin providing level-2 PC support for NASA’s Johnson Space Center personnel. Assisted backup administrators in troubleshooting machines where a CommVault backup agent could not be deployed remotely or where SCCM could not be successfully deployed. Migrated users from Windows XP to Windows 7 utilizing Swimage. Provided troubleshooting for machines that failed to complete the Swimage. Served as lead for second shift migration team. Worked with desktop engineering during Swimage pilot program providing lessons learned and best practices. Met with customers during Recon and Decon process to explain procedures, document required information and answer questions during their upgrade or migration.
November 2004 - May 2010City of Manvel
Manvel, TX
Chief Information Officer / IT Manager
Reduced purchasing costs by twenty percent by renegotiating contracts and establishing relationships with new vendors. Assisted department heads with the integration of technology to improve efficiency and productivity. Utilized formative evaluation methods (e.g., rapid prototyping) to evaluate software and hardware products and training aids and other performance improvement tools. Maintained computer and networking systems. Developed and maintained website utilizing Content Management System. Established online presence for the City utilizing blogs and Twitter. Developed technology use and technology purchasing plan for the City.
Education / Training / Certifications
2020-2021Western Governor's University
Austin, TX
Cybersecurity and Information Assurance
Master of Science courses
July 2012Apple Certified Support Professional
Houston, TX
ACSP - OS X Support Essentials 10.7
Scored over 80 on the certification test.
Fall 1997Texas A&M University
Texarkana, TX
Educational Administration (Graduate Courses)
6 hours in post-graduate courses – no degree obtained
Graduated 1994East Texas Baptist University
Marshall, TX
Bachelor of Science in Secondary Education - Business
Received Dr. Harm award for Outstanding Business Education Student
Nominated for Who's Who Among American Colleges & Universities
12 hours of Computer Science
Objective
- A position in information technology or corporate training requiring a valued team player with relevant experience, good presentation skills, good troubleshooting skills, and the proven ability to interpret and explain complex technologies in a clear and concise manner.