SUMMARY:

• Seeking an opportunity to utilize my design, installation and troubleshooting skills as an IT Support team member for LAN/WAN, onsite/cloud server, desktop, and software application support. Innovative and yet practical Senior IT Support, Deskside user laptop and desktop support, Sales Engineer, and Cloud Architect ready for next client - facing opportunity with an inspiring firm who appreciates my experience, diligence, creativity and loyalty. Always ready to research, test, and apply winning solutions to promote and deploy new technologies for the right reasons.
• Experience with global team members and technologies enable me to apply a global perspective to situations yielding satisfied clients.
• Sought after contractor for multiple client and in-house positions due to ability to listen to user needs; design solutions; and provide a roadmap vision for their IT future.
• Client facing demeanor demonstrates expertise and empathy to client’s spoken and unspoken needs. Sales reps select me for their team due to engagement rates.
• Agile learner of new technologies selectively recommending to solve business needs yielding operational time/money savings and user satisfaction.
• Successful designer of a high availability WordPress blog on Amazon Web Services consisting of two load balanced Linux EC2 instances using launch configuration and autoscaling, CloudFront CDN, S3 and other IAAS services provided by AWS.

PROFESSIONAL CAREER HISTORY:

Confidential, Austin, Texas

End User & Network Support Contractor

Responsibilities:

• Outsource IT Director for 25-200 users managing desktop support, installs, moves, adds and changes; hardware break/fix for Windows 10 laptops and desktops, network printers, and Cisco VoIP desk phones. Inventory management and tracking.
• Proficient with Remedy, ConnectWise, LabTech and other ticket/help desk solutions.
• Key support engineer for all local networking equipment including Cisco routers, Cisco POE ethernet switches, and firewall hardware.
• Responsible for IP phones including configuration/test/troubleshoot within Office 365 environments. (Exchange Active Sync on IPhone.)
• Received accolades from local office and field users for providing “white glove” service to all users (reception to executive).

Confidential, Round Rock, Texas

Level 3 System Support Technician

Responsibilities:

• Performed administrative and technical support tasks for clients using Microsoft Server 2012 R2 and Hyper-V virtual server infrastructure for domain controllers, file servers, terminal servers and database servers.
• Assigned as technical account manager to one of HST’s largest clients. Responsible for network, server, and desktop support for eight locations in Texas and the Southwest including New Braunfels, Houston, Dallas, Kaufman, Phoenix and Albuquerque. Provided both on site and remote support and client interfacing and communications. Desktop support included IOS and Mac desktops and laptops.
• Provided AWS (Amazon Web Services) Certified Solutions systems architecture and support services to client Micromain. Proficient in cloud technologies and Linux also.
• Successfully completed Windows 7 to Windows 10 migration project for key client: approximately 100 workstations, both desktop and laptop.
• Manage and perform administrative client services such as Microsoft Office 365/Exchange email services and Google Mail for Business administration.
• MacOS Support Technician - ensured new Mac’s, both desktop and laptop, were setup and configured properly for individual office users in their existing Windows Server environment.

Confidential

Server & Network Support Teams, Desktop Support Team

Responsibilities:

• Selected as the regional server support lead to migrate all physical servers to virtual servers.
• Successfully supported ~100 Austin desktop/laptop users and managed a multiple regional trouble queues supporting >500 users. Received accolades from sales people, developers and executives for handling a myriad of hardware, software and cloud issues.
• Appointed to the Google Apps roll-out team participating in integrating approximately 100 users within 3 months.
• Facilitated regional rollouts of global initiatives including Checkpoint Disk Encryption, locating and eliminating unauthorized software installations, and Windows XP to Windows 7 migration. Confidential mergers and acquisitions regularly presented new users with diverse hardware and software which were successfully upgraded in a timely fashion.

Confidential, Austin, Texas

Sales Engineer and MS CRM Certified Implementation Specialist

Responsibilities:

• Responsible for client/customer site surveys and evaluations in preparation for technical work projects including installations, upgrades, and ongoing support and maintenance of client IT resources.
• Generated Proposals and Project Planning including site evaluation, proposed scope of work, list of materials including hardware and software, project plan, estimated total cost for both materials and labor hours required to complete project, a roll back or fall back plan for any type of unforeseen event preventing completion of project along with a disaster recovery plan, and finally a detailed plan of action with specific steps for our field technicians to follow to successfully complete project.
• Monitored projects in process and performed client facing roles keeping customer/clients up to date as to their project status and getting feedback and any other communicative input from them.
• Worked on a team of technicians in the server lab environment testing all newly manufactured server models before release. Installed multiple operating systems, Window Server - all versions and Red Hat Linux Enterprise, configured numerous hardware variations and then set up and ran simulated network load tests on server for stress testing. Logged and documented process and results. Also performed physical tests of server equipment running in lab heat and cold environments.