PROFESSIONAL SUMMARY:

• Experience working with HP, Dell, and Lenovo laptops and desktops, and repaired laser plotters and desktop MFP printers.
• Experience includes: To install, move, add, and change (IMAC) requests supporting the IT infrastructure in office environments. Being responsible for the implementation and support (Break/Fix) of the CPU, replacing the fan, motherboard, etc. of HP and Dell Lenovo desktops and laptops, applications, peripherals. Network devices, and hardware and software system configurations to perform as specified in the Service Request, the physical relocation of any infrastructure printers, monitors, PC workstations, laptops, peripheral devices.
• Performed upgrade services (adding to or changing of workgroup or domain computer) as specified in the Service Request; to verify the asset in agreement with Technology policy before the move and changes.
• Duties include: research and provide input into work orders, and to perform site surveys; perform preventative maintenance on operational devices; To coordinate with external vendor services; To install, customize, maintain, test, and troubleshoot operating systems and systems software.
• Performed cause analysis to recover quickly from service interruptions and to prevent recurring problems. Implement changes to platforms with minimal impact on the business by following enterprise standards and procedures.

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Technician

Responsibilities:

• Dame Ware Mini Remote Control, Lotus IBM Notes 9 Social Edition with Sametime Messaging, TunerAdmin - marimba, ServiceNow, BMC BladeLogic Client Automation, VMware Horizon View Client 3.0.0 build-1887158, DDI v3 to subscribe to software channels, Ghost Imaging HP environment hardware HP EliteBook 1040 G3, G1, Desktops 800 G3, Z240 Workstation etc.
• Provided Network connectivity and application support.
• Performing Installs, move, add, changes (IMAC) requests supporting the IT infrastructure in office environments.
• Responsible for implementation and support (Break/Fix) CPU support replace the fan, motherboard, etc.) of HP, Lenovo and Dell desktop and laptop devices, applications peripherals, network devices, TCPIP configuration Performed as specified in the Service Request, the physical relocation of any IT infrastructure devices PC workstations, peripheral devices, etc.
• Perform upgrade services (adding to or changing a workgroup computer, workgroup peripheral, or software) as specified in the Service Request.
• Verify the asset in accordance with Technology policy prior to the moves.
• Troubleshoot and resolve all hardware and software problems supported by Field Operations.
• Duties included research, providing input into work orders, and Perform site surveys.
• Perform preventative maintenance on operational devices. Coordinate external vendor services. Install, customize, maintain, test, and troubleshoot operating systems and another systems software.
• Provide on-site, and on-call support as needed. Provide technical support, to the enterprise.
• Configure, install, maintain, test, and troubleshoot hardware systems. Perform root cause analysis to quickly recover from service interruptions, and to prevent recurring problems Implement changes to platforms with minimal impact to the business by following enterprise standards and procedures.

Confidential

Responsibilities:

• implemented new system EPIC and switching out all of the hardware in their hospital facilities.
• Windows OS desktop support environment. Imaging, break/fix, add & change, moves, and install. install, move, add, and change (IMAC) requests supporting the IT infrastructure in office environments. Being responsible for the implementation and support (Break/Fix) of the CPU, replacing the fan, motherboard, etc. of HP and Dell Lenovo desktops and laptops, applications, peripherals. Network devices, and hardware and software system configurations to perform as specified in the Service Request, the physical relocation of any infrastructure printers, monitors, PC workstations, laptops, peripheral devices. (12/28/17)

Confidential

Desktop Support Technician

Responsibilities:

• Provided Tier II support for corporate desktop/laptop computer infrastructure within the Americas, IL, EMEA, APAC helping office-based clients and remote users.
• 24/7 enterprise supporting LAN/WAN/VPN/Wireless infrastructure environment that has both office-based and remote end-users. Met all the IT needs of my DFW local office from new hires, adds/moves/changes, level II troubleshooting, and being the face of MIS globally. Provided excellent customer service while being able to work alone and with my remote teams.
• Supported on Microsoft Windows 7 and 10, Mac OS x, Office for Mac and Microsoft Outlook Exchange and Microsoft Office for Windows. Lab migration testing of outlook exchange 2013, 2016 client to Outlook Web App for Office 365.
• Supported Office 2010 - 2016 and Office 365 supported Outlook clients and exchange mailbox backend setup and configure. Word, PowerPoint excel troubleshoot formatting and connectivity issues
• Provided on-site and on-call 24/7, 365 support, as needed; to provide technical assistance to the enterprise user.
• Installed, maintained, troubleshot and upgraded desktop/laptop hardware and software.
• Management of user rights and security policy settings of desktop/laptop computer level.
• Rollouts of large Windows and Mac upgrades and hardware.
• Installation and connectivity support for approved handheld devices such as Blackberry, iPhone, Android, using Good, BES, and ActiveSync.
• Hardware support of network-based printers and local printers.
• Desktop/laptop imaging solutions such as SCCM/Altiris and local software such as Ghost, Drive Copy, and HD Clone.
• Remote access tools such as WebEx, RDP, and TeamViewer.
• Supported Active Directory management work such as Microsoft's Group Policy Management Console (GPMC), OFC.
• Supported Communicator server, exchange server, BES, and Lenovo backup server and NetApp server.
• Supporting of Microsoft Windows 7, Mac OS x, OFC. for Mac and Microsoft Outlook and Microsoft Office for Windows.
• Cisco IP Call Manager administration line creation.
• ASA - Avaya Site Administration phone line port creation, In Audix Intuity administration, created voice mailbox in the system.
• Support of VPN connectivity technologies such as (Check Point Mobile setup and troubleshooting for traveling/remote home base users).
• Administration and support of backup technologies for hardware and software and user profile and HD backup and restore.
• Support of anti-virus solutions.
• Helped with LAN/WAN components and protocols: TCP/IP, DHCP, DNS, switches, routers and wireless connectivity.
• Supported server systems here in the DFW office alongside the network, telecom and security group's teams in our onsite server room.
• Worked with cable/DSL and fiber broadband vendors on connectivity issues.
• Possessed vigorous and analytical problem-solving and communication skills that are used daily to meet goals.
• Used ServiceNow IT service management and Remedy incident management for support ticketing systems.

Confidential , Dallas, TX

Desktop Support Analyst / Jr. Network Administrator

Responsibilities:

• Windows Server 2008 Enterprise Duties.
• Management Console 3.0 Version 6.
• Created a user account in Active directory or copy an existing account that would be in the same locations site department or the same manager.
• Supported Office 2010 - 2016 and Office 365 supported Outlook clients and exchange mailbox backend setup and configure. Word, PowerPoint excel troubleshoot formatting and connectivity issues.
• Created the AD account, based on the information provided by the manager and the human resources department.
• Added the user account to the correct permission groups, per ticket request and name mappings, such as restricted or unrestricted. (12/28/17)
• Input or updated attribute, disabled accounts for terminating employees and re-enabled accounts for returning users or expired accounts, reset the password, moved and updated user accounts if the user has been moved to another location or promoted.
• Microsoft Communication Server 2007 R2: Created new accounts per ticket request for users and departments for VOIP system and office communicator use, such as meeting setting, telephony configuration, and other settings, such as enable federation, remote user access, and public IM connectivity. Archived IM conversions and federated conversation and set the presence of the user.
• DHCP Console: Used this IPv4 tool to look up VoIP phones, printers, sip, softphones, and VLAN via Mac information for different locations.
• Microsoft Exchange 2012 Server Management Console: Used this tool to create a new mailbox, redirect mail, and add, edit, disable or remove settings within properties such as PDA access, etc., or add new users to the account mail inbox within the recipient configuration listing.
• Hardware stock repurchasing and new software licensing: Authorized new purchases and reordered stock replenishment equipment including printers, desktops, laptops, and other equipment as requested and approved.
• Maintained the supplies and inventory order history accountability documentation.
• The vendor used InSight, CDW, Newegg, Office Depot, and Office.

Confidential, Plano, TX

Desktop Support Break-Fix Technician

Responsibilities:

• Full support of Microsoft systems for break-fix, install, move, add change, and preventive maintenance activities e.g. anti-virus (Norton, McAfee).
• System diagnostic, hard drive health diagnostic, defragmentation, clearing temp files, patch implementation, and incident resolution.
• Troubleshoot desktop and laptop issues including research and resolution (Break/Fix, Dell, HP, IBM) system upgrades and data migrations/backup/restore.
• Conducted hardware (specific to model type), software (Windows), and network (TCP/IP) troubleshooting and problem resolution within a networked environment of 1,000 or more. Diagnostic Testing Repair or built systems to appropriate specifications requiring proprietary software or upgrades determined by the client. Printer Maintenance & Repair.
• Setup/configured local/network printers, scanners, and fax machines and troubleshot issues (paper jams, low toner, poor quality printing, parts/Assembly PC board/formatted LaserJet Printer maintenance kits). Developed and maintained system breaks/fixed documentation.
• Interfaced with clients to determine suitable hardware/software to meet user requirements. Internet and LAN connectivity.

Confidential, Dallas, TX

Senior Desktop Administrator

Responsibilities:

• Responsible for Windows XP and Windows 7 build along with retiring IBM stations and replacing with new Dell stations.
• Responsible for supporting over 900 end users.
• Microsoft Office 2007 (installing, troubleshooting).
• Active Directory experience, able to add users, etc.
• Network and local printer setup and configuration.
• Supported large installations/user-based call centers.
• Built PCs using image process ghost and SMS Windows OS and application loading using PXE static IP address.
• Provided hardware troubleshooting skills.
• Built PCs without an image process, from the ground up, if needed.
• Performed software application support such as call center response help from customers needing help with roadside assistance or directional GPS location tracking.
• Configured call center stations, phone, and voice recording logging, PC, software and user attendant static IP stations for call centers. (12/28/17)

Confidential, Dallas, TX

Senior Desktop Administrator

Responsibilities:

• Responsible for desktop support environment, including Windows configuration, troubleshooting, and resolution, supporting over 2,000 end users.
• Installed Microsoft software such as upgrading from Office 2003 to Office 2010 and other standard software products.
• Set up the configuration of profiles in Outlook 2010 for new and or current users.
• Set up client connectivity with Exchange 2007 and Exchange 2010 client.
• Troubleshoot MS Outlook client issues like calendaring free or busy meeting rooms, contacts, local and exchange side sharing of an inbox, calendar, etc. Corrected profile corruption problems and PST and OST file recovery.
• PGP Encryption Project: Installed on all users' laptops and HR and accounting desktops, as well as those of remote users. Decryption of old user drives for redeployment to other or new users.
• PC refresh project roll out of new HP desktops and laptops: captured user current profile data and configuration settings and copied over to new workstations or laptops for deployment to user onsite and remote.

Confidential,Dallas, TX

Desktop Administrator

Responsibilities:

• Provided Desktop and Network Services to companies that included Dell, Presbyterian Hospitals, Children's Medical Center, Fujitsu, and the Department of Defense. All of these clients were supporting over 1,000 end users.
• Supported Citrix on the user side for desktop user roaming profiles connectivity. Supported licensing of new office application as needed for in-office and remote use.
• Citrix- Troubleshoot connectivity issues of profiles following the user.
• Developed and maintained desktop operating systems and applications.
• Performed installations, configurations, routine maintenance, and troubleshooting of end-user desktops.
• Maintained and created unassisted installs for updating software, installing new software, and installing custom desktop settings.
• Provided users with technical support by responding to the needs and questions of end-users, regarding their access to resources on the network.
• Communicated to end-users, management, and the call/problem tracking systems, relating to the status of reported problems/projects.
• Ensure timely user notification of maintenance requirements and effects on system availability.
• Administered and maintained end-user accounts, permissions, and access rights.
• Configured and supported Blackberries, iPhones, and other Smartphones/PDAs.
• Configured and supported Antivirus Software.
• Strong working knowledge of TCP/IP, DNS protocols as applied to network printers and client systems.
• Worked with vendor support contacts to resolve technical problems with computer hardware and software.
• Documented system challenges and resolutions for future reference.
• Provided on-call technical assistance as needed.
• Assessed needs for any system reconfigurations (minor or significant) and executed them as required.
• Ensured connectivity to all workstations, printers, and wireless devices.
• Provided necessary support to the IT Director and Manager in negotiating for products and services.
• Assisted in development, implementation, and maintenance of policies, procedures, and associated training plans related to information technology processes and projects.
• Trained end-user staff on computer usage and access of network resources.
• Assisted and supported the network administrators.
• Performed other duties as assigned by the managers and information technology directors. (12/28/17)

Confidential, Dallas, TX

Senior Desktop Administrator

Responsibilities:

• On-site PC technical support of company-approved software, Microsoft Office and Java versions of utilities software and desktops, laptops and network printer hardware, supporting over 5,000 end users.
• Managed Active Directory user accounts such as resetting user accounts, passwords, and computer accounts.
• Disabled user and computer accounts and updated account information properties.
• Created and disabled computer accounts and removed or put them back into the correct computer group's locations.
• Repair of covered warranty hardware parts such as ordering and replacing and returning of defective parts.
• Performed adds, moves, and changes weekly, including the relocation of users to remote sites.
• Added user's accounts to proper AD groups for accessibility to software and necessary rights within the corp. Domain. SCCM/Altiris application software push of license software, proprietary software, and free application to users computers.
• Resolved weekly security reports for viruses, PGP compliance, and inactive computers and user accounts.
• Bought or made patch cabling and ran it, where necessary, within the site building.
• Supported Windows CE and Blackberry devices and set up a configuration to exchange mail.
• Supported ADS hardware, consisting of Dell GX270, GX280, and GX520 desktops with Dell Latitude D600, D620, and D630 business class laptops and clone desktops.

Confidential, Dallas, TX

Lead Desktop Supervisor

Responsibilities:

• Managed a staff of three full-time employees and one contractor, who was responsible for providing technical support for over 1,200 end-users.
• Monitored project status and hardware and software problems.
• Initiated and coordinated corrective actions with the internal staff and vendors.
• Coordinated outside vendors of hardware client side replacement and backend server-related equipment and OS application install as well as telephone lines and equipment.
• Reviewed status, with client management, on a timely basis.
• Supported client management in developing and implementing policy standards and procedures and assuring compliance.
• Purchased all hardware and software needs of the local downtown corporate office for a set count of 700 plus users.
• Participated in the development of long-range plans and goals, consistent with the operational and development requirements of the clients.
• Maintained a close business relationship with customers and other technology managers, vendors, and consultants to ensure the efficient functioning of all local technology.
• Assigned personnel to various projects and directed activities.
• Performed related duties as assigned or sought by the regional manager.