SKILLS:

• Wireless
• Windows OS
• Cisco/VPN
• Citrix
• VMWare
• Active Directory
• SAP
• Sharepoint (Beginner)
• Training Management 5 - 50 people
• MS Office
• RSA
• POS
• Video Conferencing
• AS400
• MS Exchange 2007/2010 Airwatch
• Cisco Jabber
• Lawson|Infor Workforce Management
• Accuvant Virus Scan
• Office Trend Malware Bytes
• WebEx
• Rig Support
• Imaging
• OnBoarding
• Knowledgebase
• Kaseya
• SCSM
• SCCM Peregrine
• Remedy
• BMC
• Heat
• Helpstar
• JIRA

EXPERIENCE:

IT District Manager

Confidential, Austin, TX

Responsibilities:

• Provided managerial support to a Team of 50 and worked alongside, all Level 1/Level 2 Technicians.
• Oversaw the maintenance/troubleshooting and upgrading of all PC/Mac OS and hardware.
• Managed the upkeep of all pc related equip, including all printers/scanners/projectors/tablets and phones.
• Managed IT, staff, including hiring/training/conflict resolution, and performance coaching.
• Defined delivery and support plans for implementing appropriate information technologies.
• Utilized remote support to access pc’s, to assist the physicians within the district.
• Maintained quality of service by establishing and managing to organizational standards.
• Confirmed effectiveness of solutions by interacting with the user base and understanding their challenges.
• Developed and implemented all IT policies and procedures.
• Communicated regularly with stakeholders regarding pertinent IT activities.
• Worked effectively with various stakeholders executives/dept. heads/end users/vendors or consultants to define business and systems requirements.

Sr. Helpdesk Analyst

Confidential, Austin, TX

Responsibilities:

• Assisted Clients via phone/e-mail with various time/attendance and payroll issues.
• Modified Lawson Accounts while supporting acct lockouts and documented the incidents using Heat.
• Assisted with time/attendance corrections using Infor Workforce Management.
• Created knowledgebase articles on how to use the in-house timekeeping system “BOLT”.
• Utilized configuration manager remote control to assist the schools within the district.
• Created, disabled and reactivated user accounts in Active Directory, also performed file restoration.

Service Desk Team Lead

Confidential, Spring, TX

Responsibilities:

• Managed a team of 10 analysts in a call center environment that was customer facing.
• Facilitated weekly team meetings to discuss metrics/training/OLA and SLA’s with the business in order to effectively provide extraordinary customer service.
• Provided escalation for issues that required communication to be initiated.
• Assisted Admins with Concur submittals and error messages.
• Finalized knowledgebase submission for the department’s knowledge repository (SharePoint).
• Trained/On-boarded new employees on company policies also set performance goals for the group.
• Participated in department change control meetings to update my group and prepare training material.
• BMC was used initially before switching to SCSM for incident documentation w/ a Smart form.
• Used SCCM for software deployment/updates and asset management accompanied by Altiris Console.
• Supported Ricoh printers with secure print and scan options.
• Created knowledgebase articles on how to provisioned Citrix for internal/remote and vendors.
• Utilized Airwatch to install and update wireless devices with the correct software and firmware.
• Assisted with the Trend Micro Virus scan process for security and inventory.
• Created, disabled and reactivated user accounts in Active Directory, also performed file restoration.

POS Integration Specialist

Confidential, Houston, TX

Responsibilities:

• Assisted Clients via phone /e-mail with POS On-Boarding training using Jira to create incidents.
• Verified tie-out reports based on project requirements.
• I’ve supported and documented work on several POS Systems: Aloha|Posi|Micros|Xpient|Speedlink.
• Aligned dbafiles (source files) to create the data tables for POS reporting.
• Held weekly conference calls via Phone/WebEx to address client’s questions and concerns.
• Provided feedback to clients on reporting issues and new system enhancements.
• Entered break-fix tickets via Jira and prepared scope of work for new projects (SOW).

Help Desk Team Lead

Confidential, Houston, TX

Responsibilities:

• Managed a team of 5 agents in a call center environment.
• Conducted weekly staff meetings to discuss metrics/training and upcoming projects.
• Trained/on-boarded new employees on company policies and set role expectations.
• Researched and supported level II /III calls from Vendors and Plant Employees.
• Setup new user accounts/security groups in MS Exchange and set folder permissions in Active Directory.
• Installed, upgraded and re-imaged desktops/laptops with current versions of company software.
• Supported HP/Cannon and Ricoh printer also established/monitored Video Conferences.

Systems Support Analyst, Houston, TX

Confidential

Responsibilities:

• Assisted internal clients via phone with POS system issues using Heat as the documentation source.
• Ordered IBM/NCR register parts from Macro, I also was the liaison for Lexmark printer services.
• Was responsible for the opening/closing of Verizon Wireless network ticket issues.
• Reset Active Directory accounts and assisted Vendors with AS400 logins.
• Processed Debit/Credit and Pre-paid cards reconciliation while adjusting CC bal per transaction in SAP.
• Ordered and calibrated equipment for sites and tracked inventory using QuickBooks.

POS Helpdesk Specialist

Confidential, Houston, TX

Responsibilities:

• Assisted Internal clients via phone support with the POS system issues.
• Triaged trouble tickets/complaints via the Heat Ticketing system.
• Ordered IBM/NCR register parts from Macro, I also was the liaison for Lexmark printer services.
• Was responsible for the opening/closing of Verizon Wireless network ticket issues.

Helpdesk Analyst

Confidential, Houston, TX

Responsibilities:

• Assisted Internal clients via phone support using the Peregrine Trouble Ticket system.
• Created/disabled and reactivated users accounts in Active Directory/SAP/Oracle/VPN and Cisco.
• Was responsible for the deployment of new applications using Altiris console
• Imaged new pc’s for deployment and slaved hard drives from returned machines.
• Tracked and updated Outages and Applications issues using the Outage Tracker Notification System.
• Configured SPHA/SPHB phone settings for remote employees (softphone).
• Reset and updated Blackberry devices via the Blackberry Enterprise Management tool.
• Performed nightly restoration of Verint calls for Audit purposes (data backup).
• Provided remote support using: Proxy/Carbon Copy and prepared Knowledgebase docs for training.

Customer Service Lead

Confidential, Houston, TX

Responsibilities:

• Managed a team of 10-20 reps with supporting internal clients via phone support.
• Assigned trouble tickets for online support using Remedy Ticketing system.
• Performed online password resets an assisted with online errors within the system.
• Enrolled clients in bill pay also provided weekly stats/metrics, team improvement and prepared training docs.