SUMMARY

• To offer solutions - focused Technical Support (Software and Hardware) with broad-based experience and hands-on skills in the successful implementation of highly effective technical and help desk operations and the cost-effective management of innovative customer support strategies, Proven ability to successfully analyze an organization's critical support requirements, identifies deficiencies and potential opportunities, and develops innovative solutions for increasing reliability and improving productivity.
• A broad understanding of computer hardware issues and software's, including installation, configuration, management, troubleshooting, networking and support.
• Skilled in communicating highly technical information to both technical and non-technical personnel.

TECHNICAL SKILLS

• Ms-Office
• Simply Accounting
• QuickBooks
• CorelDraw
• Photoshop
• Flash
• FoxPro
• C/C++
• Java
• Visual Basic
• SQL
• Network Installation
• Configuring
• TCP-IP Settings
• PC Assembling
• Maintenance
• Troubleshooting
• Windows Server 2003/2008/2012
• Windows 7
• Linux and Active Directory
• Office 365 break fix
• Citrix

PROFESSIONAL EXPERIENCE

Confidential, Irving, TX

On Site Support Technician (OSS)

Responsibilities:

• Using NETIQ DRA to manage user accounts, reset/disable password, create/delete accounts add user read and rights privileges on the network
• Using BMC footprint ticketing system to handle/close/open tickets
• Imaging new PCs/Laptops and 2in 1 surface pros for different OU in the corporation
• Changing of hard drives to PCs upgraded/crushed
• Break fix on monitors, Keyboard’s and printers HP 5035 model
• Managing C level users in the organization
• Asset management of all IT equipment’s and tagging
• Managed the corporation one drive and office 365 migration from a connected backup system
• Wiping data from Hard drives of old PCs refreshed
• Configuring printers to use followME system for users to print anywhere securely on network
• Updating applications and anti-virus onsite and remotely for users PCs
• Remote into users PCs to troubleshoot n fix issues with Admin credentials
• Break fix for broken monitor screen,Ipads,Lense
• Update image and apps also harden the Wiindows server 2008/2012

Confidential, Dallas, TX

Fields Service Technician

Responsibilities:

• Building new Pc and Laptops
• Break fix on monitors, keyboards and printers
• Reimaging Pcs and laptops.
• Installing updated drivers and SW for scanners n printers n sign pads.
• Cable management at users workspace
• Drilling thin towers under desks.
• Asset management using Snow system.
• Working on incoming tickets from users on Snow ticketing system.
• Traveling to different clinics to upgrade hardware to meet epic standards

Confidential, Dallas,Tx

Technical Analyst

Responsibilities:

• Epic migration team for overhaul of the hospital system Work on CA helpdesk system to handle tickets as they come Building PCs for different OUs in the hospital handling password lock out for users Using SA account to remote into PCs and push update SW eg groupwise,synapse,citrix Trouble shooting Pc and laptop issues facing Nurses and Doctors Reimaging PCs both new and crushed Installing scanners canon c225 and testing to make sure patient documents can scan well Adding/deleting users in the active directory as instructed

Confidential , Westlake, TX

Desktop Support Technician

Responsibilities:

• Building, Staging new PC and Laptops and deploying them to the 4 storey offices
• Staff unable to log into the workspace program, I reimaged the PC and restored the OS software and login was successful.
• Disabling the connected old Hp 8200 PCs and replacing with new Dell 9060 PCs.
• Recovery of staff documents and files, I copied the staff documents, files, links, video, share time and desktop into my p drive and labeled user name, replaced with new PC and copied his files into his c drive for retrieval
• Adding workspace,rhumba,citrix programs to nodes of different users, remotely installed the program by using tech work system by pinging the nodes using their Mac addresses.
• SCCM
• Offered Phone support to users to assist troubleshoots issues they are facing.
• Migration of huge data 50Gb I used PMM tool to migrate the data from Old Laptop to newly built laptop with matched OU

Confidential, Dallas, Texas

Desktop Technician,

Responsibilities:

• New printers not working, Configured the printers i.e. different zebra model printers at various workstations and nurses were able to print patients info
• Faulty boot sector in various nodes, reimaged the CPU and the nodes were able to boot up and function well
• Failure to log into Epic system by nurses, checked the nodes with issues and reset the log on profiles for the affected nurses and this saved time from avoid moving to all 17 floors of the new hospital
• Blank screen on monitor reported, connected the VGA cable correctly and the monitors worked well for nurses and Doctors improving productivity
• Outlook log on issues on mobiles, configured the phones to connect to the server and nurses and doctors were able to check n respond to mail promptly
• Failure to log into the internet, configured the nodes with correct IP address and staff were able to log on and send mails and patient info as needed easing need to call using phones reducing cost
• Priotizing tickets on heat system, worked on the incoming tickets based on the level of priority promoting workflow
• Offered phone support to nurses and doctors to assist in restoring their desktop to full functionality
• MC 40 Motorola login/network problems, configured the phones to jabber Cisco using correct IP address enabling nurses and doctors access outlook mails/calls
• HEAT ticketing protocol bottleneck, I responded to tickets based on the level priority reducing down time at nurse/doctors work station

Confidential

PC Technician

Responsibilities:

• System Security and Integrity of issues, managed active directory configuration and management assigning rights based on the company policy
• Staff unable to login in workstations, troubleshot the VPN and token management in a timely manner to restore accessibility of staff members
• Shared printer not working, trouble shot the settings and set the printing priorities based on the company policy levels of seniority.
• Training needs of new staff onboard, trained new colleagues on basic use of computer and printer
• Phone support to managers in restoring laptops to good working status
• Internet outages issues, called the ISP promptly to be switched to an alternative IP address to minimize downtime and improve productivity at the depot.
• Staff forgetting login passwords, reset staff password s on the server based on requests to enable continuous flow of communication at the depot on work tickets.
• Software and antivirus issues raised by staff, I remotely updated the antivirus and SW on nodes in the enterprise network increasing efficiency.
• Vendor selection sourcing, recommended hardware and software vendors that offer quality services and after sale services ensuring business flow and quality service.
• Creation of awareness posters, used adobe Photoshop to come up with quality pictures that drove the message home to intended audience.