SUMMARY:

• 10+ years of Professional IT experience supporting CEO’s VP and C - level Executives, project teams, departments, and employees with Networking issues, Desktop Support, Helpdesk, Call Center and Customer Service Support for 1st, 2nd, and 3rd Tier level support.
• Extensive problem solving skills of critical issues relating to a variety of latest hardware platforms and software versions including but not limited to Windows OS, VTC Video/Teleconferencing Technologies (Polycom), VPN Support, PDA- Blackberry, IPhone/IPad, Android, Avaya, Cisco IP phone systems. Knowledge of SharePoint and Citrix clients.
• Excellent communication and interpersonal skills, with ability to interface and support business leads, stakeholders, department heads, C-Level figures, and internal /external vendors or clients.

TECHNICAL SKILLS:

LAN/WAN: Novell, NT, Windows Server 2000, 2003, 2008, AS400, Desk side and Exchange servers support, (IPX/SPX, TCP/IP) protocols.DOS, Win 95/98/NT4/2000/XP Windows 7 and Windows 8.1 based PCs, Microsoft Office 2010, 2013, O365 Skype and Lotus Notes 8.5, 9.1 productsTerminal emulation software 3270 displays, VPN, Dial-ups, Altiris, Ghost Images, conversions, Virtual PC, Citrix support, ZENworks, SMS, SCCM SQL backups and restores, IBM compatibles Laptops, PCs, Servers, Mac OS2 (OS 8&9 and Lion).Routers, Switches and Networks related peripherals. SAM, Software Asset Management

PROFESSIONAL EXPERIENCE:

Confidential, PLANO, TX

IT Deployment Support Engineer

Responsibilities:

• Supported migration efforts for C-Level Executives, department heads, teams, and other end users as requested. Supported requested projects as needed.
• Imaged User Laptops/Desktop, insured Users were put into right OU.
• Microsoft updates, Windows 10, Configured Office 365 and Skype, Installed Bitlocker Encryption. Alone with Asset Management

Desktop Support PPD

Responsibilities:

• Support Users Personal Productive Devices in a Windows environment using BMC Remedy ticking system.
• Video Conference and setting of meetings, Blackberries IPhones, IPads support
• Support Local and Remote users in Allen, Richardson, Houston and Austin, TX. (some travel)
• Imaging laptops, desktop to Windows 7, 8.1. and or installing software via SCCM
• Asset Management of company equipment and SAM, software asset management,

Windows Migrations and Desktop Support

Responsibilities:

• Lead Technician, Updated Project Manager of the maintained list of users that needed to be migrated i.e. dates and times per Excel spread sheets.
• Supported migration efforts for C-Level Executives, department heads, teams, and other end users as requested. Supported requested projects as requested.
• Upgraded from XP to Windows 7 Images and Windows 8.1 of Desktops and Laptops
• Supported Microsoft Office 2007, 2010, 2013 and 365
• Installed and configured Citrix client, SCCM Clients, Thin Client
• Used company provided Images, Migration tools Ghost, Altiris, Windows Deployment tools, Acronis, Deployment Scripts, PXE Boot
• Uses of Group Policies, PowerShell, and Task Sequence.
• Added computers to the Domain and renamed systems to company policy
• Backed up and Restored data files and installed needed software
• Configured Outlook, Lotus Notes and Install network printers
• Upgraded Oracle CRM from 8.0 to 8.1 and configured ActiveX
• Managed company Assets of New and Old Equipment

IT Support Engineer

Responsibilities:

• Responsible for supporting C-Level Executives, department heads, department teams, and special projects.
• Created users AD, Exchange accounts and assigned Users phone extensions
• Added computers to Domain and renamed systems to company naming policy
• Supported Users from users generated Service Desk ticketing system
• Supported XP, Windows 7, 8 and MAC Lion OS, Images of new Desktops, Laptops and Configured Outlook
• Deployed and setup upgraded PCs and Avaya VOIP Phones management
• Configure, Setup, and troubleshoot Video Conference Calls (VTC) Polycom and provide VPN support.
• Supported Mobile devices including Blackberries, iPhones and iPads.

Corporate Desktop Support

Responsibilities:

• Supported Novell Network, ZENworks Software\Patch Management, Novell Client Windows XP, and Windows 7 for Corporate users including CEO, CFO’s, VP, other business leaders and department heads, as well as requested employee end users.
• Supported Office 2010, SharePoint Workspace, Configured Outlook in a Microsoft Exchange Cloud environment
• Reimaged HP Laptop and or Desktop, Supported Network Printers, and Avaya IP Phones
• Provide and track Asset Management and inventory.

IT Support

Responsibilities:

• Support for Corporate users including CEO, CFO’s, VP, other business leaders and department heads, as well as requested employee end users for Windows 7, Imaged new Desktops and Laptops
• Added users to Domain and renamed computer systems to company policy
• Supported Users from users generated Service Desk ticketing system
• Deployed and setup upgraded PCs and Avaya IP Phones
• Configured Outlook

Desktop Support II

Responsibilities:

• Supported Local and Remote Users in a Server 2007 Network and Windows XP, 7 Desktop environment
• Created Users AD, VPN, Microsoft Exchange and BES accounts; Disabled, and Reset Passwords
• Installed company software, supported the configuration of Cisco IP Phones, Laptops and Desktops
• Activated, configured Outlook and Blackberries using Desktop management tool
• End users support and configuration of Fax server client using Remedy ticketing system
• End user configuration and support of Symantec Antivirus software
• Asset Managed over 1000 machines.

Citrix Migration Helpdesk Support

Responsibilities:

• Migrated users from an open Hybrid XP operating system to a Lockdown Citrix environment. Thin Clients
• Transferred data to new environment and configured Outlook

Corporate/ Executive Desktop Support Tech

Responsibilities:

• Provided on site support for CEO’s, VP’s, regular Users and Temps.
• Ghosted HP Laptops and Desktops, Installed and Configured Software
• Configured Outlook and Blackberries
• Installed Network printers

Onsite Desktop Support

Responsibilities:

• Provided Onsite Desktop and MAC Support
• Created and deployed Ghost Images
• Configured Users Desktops and or Laptops for local Domain, Configured Outlook
• Backed up user Data and Restored Data to new machine, Added Network printers, and Panasonic scanners

Desktop\Laptop Deployment Team

Responsibilities:

• Configured Ghost Images and deployed department configured Dell laptops and desktops
• Supported users by phone, remote and desk side
• 2003 Server support, add new users and computers to Active Directory, Share Point, Configure VOIP Confidential phones
• Install and configure Lotus Notes email, Timbuktu remote software, Sophos virus protection
• Configured Blackberry’s and Wireless cards
• Installed OS and Configured Palms, Treo’s and Blackberry’s handhelds.
• Setup and configure Exchange emails, Track service tickets using PeopleSoft