SUMMARY:

• Over 15 years of experience as an IT Professional holding positions with increasing responsibility, ranging from Desktop Support, Deployment Specialist to Exchange Administration. Recognized for strong analytical and creative problem solving skills. Known for strong interpersonal, communication, and effective customer service skills. Effective team member who can help build strong employee, customer, and vendor relationships.

PROFESSIONAL EXPERIENCE:

Confidential - Houston, TX

Senior Desktop Support

• Provide 2 nd level support which includes VIP/Executive support. Lead for refresh project for out of warranty hardware which included producing reports via SCCM and distributing list to remote locations throughout the U.S. Publish applications to the Application Catalog via SCCM. Assist in updating Drivers for standard image via SCCM. Built SCCM Distribution Points for remote areas. Assisted in acquisitions with support of non-company hardware connecting to company resources at various locations in U.S. Familiar with AD accounts management as well as AD groups and policies. Work with mobile devices as well as conference room set ups.

Confidential - Houston, TX

Senior Desktop Consultant

• Provide 2 nd level support which includes VIP/Executive support. Lead for refresh project for out of warranty hardware which included producing reports via SCCM and distributing list to remote locations throughout the U.S. Assisted in acquisitions with support of non-company hardware connecting to company resources at various locations.

Senior Desktop Consultant

Confidential

• Provide 2 nd level support which includes troubleshooting software and hardware. Managed ticketing system for SLA requirements. Reimaged and deployed hardware for new employees. Assisted in supporting remote location in North Dakota with some travel. Assisted in supporting offshore sites acting as a liaison with vendors for connectivity to sites as well as hardware and software troubleshooting. Initiated a backup solution for returned hardware which included installing and configuring Acronis True Image.

Confidential - Houston, TX

Senior Desktop Support Analyst

• Provide 2nd level support which includes troubleshooting software and hardware. Manage the remedy queue to ensure that the SLA times are met. Reimage returned hardware for redeployment for new employees. Assist in deploying new hardware for the refresh project. Maintain asset data in remedy for existing hardware. Manage print queues on print server as well as basic troubleshooting of printer hardware and software issues. Ensure that sufficient toner is available for all printers to eliminate printer downtime.

Confidential - Houston, TX

Technology Application Analyst

• Provide 3rd level server support for Exchange 2007, Blackberry Enterprise Server, Spam, Secure Mail, Office Communicator and RightFax. Perform system maintenance, updates and patches to all managed servers to include OS, Firmware, and HP updates/patches as well as antivirus and backup software updates.
• Provide 3rd level support/trouble shooting for issues relating to Exchange 2007 which includes files restores and any email related issues in an effort to maintain service levels agreements. Maintain appropriate documentation on MS Exchange environment to include all servers that associate and connect to Exchange.
• Provide 3rd level support/troubleshooting for issues relating to Blackberry Enterprise Server. Created and maintain Blackberry device policies to secure organizational data via email which includes device log on and remote wipes. Developed a standard for processes and procedures for Blackberry device activations and deactivations.

Systems Integration Analyst

• Packaged and tested new software for deployment to workstations across the organization. This included compatibility testing with our standard applications as well as performance testing. Created non assisted installation files, MSI files, using Wise Packaging Studio. Edited VB scripts template to deploy silent installs of the MSI files as well as handle pre-installation/post-installation tasks.

Technical Support Analyst

• Provide technical support to over 9,000 users in one of the premier children’s hospitals in the world. Help maintain the current technical support standards in the hospital by providing excellent customer service. Worked on several teams that include the following:

Desktop support

Provide fist and second level support. Responsible for daily customer service for resetting Accounts, troubleshooting software issues. Also responsible for hardware related issues and imaging computers.