SUMMARY

• Highly motivated Information Technology Professional.
• Strong verbal, listening and written skills.
• Comfortable interacting with all levels of the organization technical as well as non - technical.
• Able to negotiate and problem solve quickly, accurately, and efficiently.
• Adept at multitasking to achieve individual and team goals.
• Diverse background in Information Systems, customer service and supervision.
• Committed to quality and excellence

TECHNICAL SKILLS

OPERATING SYSTEMS: Windows Server 2003, Windows 7/10, LINUX

HARDWARE: Routers, Switches, Docking Stations, Dell Workstations, Lenovo Workstations, Confidential Workstations, APC Battery Backups, Printers

SOFTWARE Languages: Microsoft Office 365, Zoom, Solarwinds, WebEx, Virtual Box, Citrix, Appsense, Cisco Meraki, Active Directory, O365 Portal, Azure AD Portal, Python, Imaging, PowerShell, Wireshark, TeamViewer, LogMeIn, Kaseya, GoToAssist, Service Now, Jira, EC2, S3, VPC, CloudFront, SNS, IAM, AWS Auto Scaling, CloudWatch

PROFESSIONAL EXPERIENCE

Confidential

Cloud Support Engineer/Project Manager

Responsibilities:

• Provided best-in-class technical Microsoft support for Online Cloud Services for our customers and partners primarily using the Azure and O365 Portals
• When necessary, handle support escalations to Microsoft for all supported services and products
• Work with the Global Technical Support Team to maintain and offer new support services globally
• Configuring, administering, and troubleshooting cloud infrastructure
• Built and maintained strong relationships with customers and partners
• Work to maintain an excellent support service level towards customers and partners all across the US
• Migrated Azure resources to CSP from clients
• Worked with Azure Active Directory to perform IAM tasks
• Administration within O365 Portal i.e: MFA
• Handle documentation relating to the project
• Maintain and monitor project plans and project schedules
• Schedule and coordinate project meetings
• Document and distribute minutes of meeting and follow up on important actions and decisions.
• Prepare necessary presentation materials for meeting.
• Track financials and burn rates
• Planning and problem solving with product management and delivery teams
• Collaborate with other scrum masters to improve the methodologies’ efficiency
• Implement changes and steps to increase the team’s productivity
• Ensure that the development team has been fully allocated and accounted for during the planning process

Confidential, Houston/Dallas TX

Regional IT Administrator

Responsibilities:

• Perform server administration tasks, including user/group administration, SSO, security permissions, print services, research event log warnings and errors, and resource monitoring, ensuring system architecture components work together seamlessly
• Desktop/Remote Support
• Windows 10 Migration Project - Responsible for coordinating with branch executives, installing new Windows 10 Dell machines, testing network and domain connectivity, cloud operation, and overall system functionality
• Push group policies through Active Directory
• SCCM Client Installation Project - Responsible for installing and testing SCCM client on over 100 machines and ensuring functionality.
• Piloted Citrix Upgrade Project - Installed and tested upgraded version of Citrix Receiver to 30 machines and reported results the project manager
• Asset Management
• Update knowledge base with new articles
• Trained new level 1 techs and staff on new software
• Work with Endpoint, Network, and Cloud engineers to troubleshoot and resolve respective issues
• Staged and imaged machines for Windows 10 migration
• Work with branch executives to create workflow processes and IT strategies around company policy
• Test and install new hardware/software
• Audio Visual AV / Conference Room set up and support
• Review application logs
• Respond to and resolve help desk requests
• Manage the configuration and operation of client-based computer operating system
• Monitor Citrix and Solarwinds dashboards

Confidential, Houston TX

Desktop Technician

Responsibilities:

• Provide production support locally and remotely to end users
• Identify and document all software/hardware conditions being reported
• Install software on workstations
• Troubleshoot and repair Microsoft Windows as required.
• Support and troubleshoot Aloha Point-of-Sale (POS) and all related programs.
• Support various departmental applications
• Support and troubleshoot networks (Cisco environment)
• Maintains a high level of client trust and confidence in the group’s knowledge of and concern for clients’ needs
• Troubleshooting mobile devices
• Setup conference rooms and Troubleshooting network and phone issues at corporate level
• Virus removal
• Able to handle escalations at all times of the day
• Communicate with vendors
• Imaging Hard drives
• Managing and auditing incidents in the ticketing system
• Conducted research to address concerns.
• Provided coaching and consultation to level 1 agents and new hires.
• Write out detailed technical documentation

Confidential Houston TX

IT Incident Coordinator

Responsibilities:

• Facilitate incident resolution by coordinating with the appropriate IT team members to resolve the issues in a timely fashion meeting SLAs (Service Level Agreements)
• Facilitated a smooth and timely execution of planned IT changes related to the company split meeting target go-live dates for multiple business units across Confidential .
• Monitor and coordinate High Priority incidents to assure continuous work and productive handoffs.
• Capture Incident details and update all necessary tools, documents and dashboards for executive reporting.

Confidential, Houston, TX

Helpdesk Analyst I/ Installation Technician

Responsibilities:

• Repaired, installed, upgraded, and maintained desktops and laptops as well as printers and scanners
• Created Windows accounts and reset passwords as needed
• Troubleshoot network issues, POS software and hardware, performed virus removals
• Configured and installed POS hardware/software
• Answered high volume calls and documented tickets and escalated tickets utilizing SalesForce
• Proficient in LAN, WAN, and network installation, monitor, and programming
• Exceptional customer service skills, account management, follow up, and sales