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Sr. It Specialist Resume

Round Rock, TX

SUMMARY:

  • I have close to 20 years of IT experience and I believe I could be an asset for any company.
  • I have excellent communication skills and a person of integrity and committed to each day supporting customers.
  • I am driven by my desire to serve others and treat others with respect and to provide the best service I can deliver.

TECHNICAL SKILLS:

Hardware: Troubleshoot and repair Dell Latitude, Dell Desktops, Lenovo, Thinkpad, HP Elitebooks and ProBooks, iMAC and MacBook Pro, Cisco IP phones, installation of peripherals including but not limited to iPhones, Android, and tablets. Audio - Visual equipment, HP printers and plotters, HP Servers, Sun Storage A1000, ADIC Scalar 100 and 1000.

Software: Supported Windows for Workgroups 3.11, XP, 7, 8 and 10. Internet Explorer 8, 9, 10, and 11, Chrome and Firefox. OS2 Warp, WebEx, Silverlight, Microsoft Office 95, 97, 2000, 2003, 2007, 2010 and 2013, 365. Cisco VPN Client and Any Connect, Junos Pulse, RSA Secure ID, Peregrine Service Center, Remedy 7.5, Heat, Service Now, Active Directory, Ghost, Business Desktop Deployment, Microsoft Deployment Toolkit, Symantec Enterprise Software, Big Fix Client, Iron Mountain Connect software, and Go-Global client. OS X Yosemite, Cisco IP Communicator, Cisco Jabber, System Center Configuration Manager, McAfee ePO, Bit Locker, Acrobat, VMWare, Terminal server, Veritas. Sharepoint and Netmeeting.

PROFESSIONAL EXPERIENCE:

Sr. IT Specialist

Confidential, Round Rock, TX

Responsibilities:

  • Support Telepresence and other Conference room equipment
  • Trouble-shoot and repair Dell, Lenovo, HP and MAC systems
  • Support and assist network hardware devices including switches, routers and servers
  • Supported all desktop and laptop issues
  • Ensure all devices meet security requirements
  • Imaging and software installation for Windows 7, 8 and 10 using Microsoft Deployment Tool
  • Supported clients on MacBooks running Parallels Desktop
  • Remote connectivity and remote client issues
  • Assisted in cross-team efforts, such as Data Center/Site re-locations and webcasts

Desktop Support

Confidential, Austin, TX

Responsibilities:

  • Maintained a 90% SLA under Remedy
  • Assisted network team with on-site network related issues
  • Support telecom network (Avaya, Nortel and Cisco)
  • Support local and remote users
  • Troubleshoot, repair and maintain Dell, Lenovo, and HP laptops and Dell desktops.
  • Image laptops and workstations utilizing Ghost Cast server and MDT
  • Responsible for tape backup rotation via Veritas and coordinating pick up with Iron Mountain
  • Provide 24x7 monitoring and coverage of the Data Center, including A/C, power, UPS, and other systems
  • Provide hardware break/fix support on datacenter servers, storage devices, and network components
  • Utilized internal work order dispatch system for break/fix calls.
  • Worked with local users on special projects such as webcast, lab environments and security systems
  • Audio\Video support for Conference rooms
  • Conduct presentations\live demonstrations to employees
  • Migrated users from Microsoft Outlook to Google Mail, Calendar, and Apps
  • Mobile device support for iOS (iPhone\iPad) and Android
  • Support end users in person or by phone utilizing remote software
  • Maintain ticket queue and resolve issues by severity in a timely manner
  • Demonstrated ability to communicate with non-technical people through transitional period, successfully explaining technical issues in layman’s terms that maintained user productivity.
  • Assisted with major Data Center migration start to finish
  • Supported end users on Windows XP and Windows 7 platforms and all Microsoft and proprietary software
  • Maintained local inventory and surplus equipment list across sites nationwide
  • Assisted in cross-team efforts, such as Data Center/Site re-locations and webcasts
  • Malware and Virus remediation
  • Provided end user support locally and for remote users during major software transitions, such as the Office 365 migration and the migration to Google Apps

IT Support

Confidential, Austin, Texas

Responsibilities:

  • Maintain SLA using Remedy
  • Support Local Area Network and telecom systems including phone extension and voicemail programming on Avaya systems
  • Support local and remote users of up to 150
  • Troubleshoot, repair and maintain printer, laptop, and desktop hardware and software related issues.
  • Image laptops and workstations utilizing Ghost Cast server and BDD/MDT
  • Responsible for Tape Backup rotation using Veritas and TLM Server
  • Provide 24x7 monitoring and coverage of the Data Center, including A/C, power, UPS, and other systems.
  • Provide hardware break/fix support on datacenter servers, storage devices, and network components, including HP Server Appliance 4200, Dell Power Edge 2400 and 1300
  • Utilized internal work order dispatch system for break/fix calls.
  • Maintained spare parts inventory and logistics via parts tracking system
  • Worked with local users on special projects such as webcast, lab environments and security systems.
  • Programmed phones and voicemail using Avaya

Technical Support Specialist

Confidential, Austin, Texas

Responsibilities:

  • Trouble-shoot citrix end-users and ensure minimal downtime.
  • Investigate problems and determine a resolution for end users.
  • RIS MCD workstations.
  • Instruct and train users on PNA.
  • Assist user with MSOffice and In-house applications.
  • Utilize Active Directory for troubleshooting.

Support/Systems Administrator

Confidential, San Antonio, TX

Responsibilities:

  • Provide technical support for USA members and employees.
  • Ensure employees are able to function properly in a LAN, mainframe and web environment.
  • Document problems and coordinate escalation activities with all the appropriate personnel.
  • Maintain effective and efficient processing levels, service availability levels, and quality of production systems and/or support processes to comply with established plans and service levels.
  • Perform initial analysis of process indicators to proactively identify deviations, corrective action and escalation requirements.
  • Provide planning and scheduling coordination of installation, relocation, and maintenance activities, to include request and trouble ticket tracking.

Network Tech/ System Administrator

Confidential, San Antonio, TX

Responsibilities:

  • Provide desktop support for up to 150 users
  • Configure hardware and software for Dell GXxx.
  • Troubleshoot and repair Dell and IBM computers.
  • Install and configure Dell 2550 servers.
  • Troubleshoot Token Ring and Ethernet LAN issues.
  • Image workstations.

Field Tech

Confidential, San Antonio, TX

Responsibilities:

  • Provided desktop and phone support for the campus for up to 300 clients.
  • Worked with help desk personnel and system administrators to provide a solid network environment for the end-user.
  • Programmed and installed phones utilizing Rolm phone system.
  • Supervise and train technicians on procedures and responsibilities of the workbench area.
  • QC all pc’s and laptops before delivering to remote locations.
  • Maintain inventory of all receiving and deployed equipments.
  • Receive, procure and distribute computers according to service request or service ticket.
  • Install various OS platforms with specified applications.
  • Troubleshoot and repair all desktops, laptops, printers and peripherals

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