SUMMARY:

Skilled Information Technology professional with extensive working knowledge of troubleshooting, encryption, installations, migrations, software packaging, deployment, and network maintenance. Recognized on multiple occasions for superior customer service and teamwork focus. Exceptional communication and documentation ability. Expert in utilizing ITIL framework methodology.

AREAS OF EXPERTISE INCLUDE:

• Office 365
• Active Directory
• Change Management
• ITIL v.3.0
• Server Migration
• Project Management
• Citrix XenApp\Xen Server
• Enterprise Security
• Software Sales
• VMware V Sphere \ Horizon View
• AWS Certified Cloud Practitioner
• Software Deployment

PROFESSIONAL EXPERIENCE:

Confidential, San Antonio, TX

Sr. End User Support Specialist

Responsibilities:

• Support internal network, software, and hardware functions for a national telecommunications company.
• Connect with internal user community to determine nature of IT needs, including but not limited to account creation, profile customization, access and entitlements.
• Manually deploy and automate software installations via SCCM Software Center.
• Perform backup of user and system files essential to daily operations and disaster recovery via SAN storage, backup, and BitLocker d Confidential recovery.
• Enterprise domain administration, hardware upgrades and equipment refresh.
• Asset management including inventory and disposal, mobile device setup, security configuration and management.
• Utilize diagnostic utilities to troubleshoot and resolve problems, test solutions, and follow - up with local end user community to ensure issues were adequately resolved.
• Utilize ITIL v.3.0 methodology and resolve technical malfunctions efficiently and expediently according to SLA’s established in Service Now 3.0

Confidential, San Antonio, TX

Level 3 System Support Specialist

Responsibilities:

• Analyze and mitigate multiple facets of technology related problems relating to MDM, Exchange, printers, encryption, security, policies, VoIP, hardware, software and etc.
• Resolve technical malfunctions efficiently and expediently according to SLA’s established in Service Now.
• Provide senior level technical support assisting clients via chat and/or remotely via telephone and using remote access tools .
• Troubleshoot network connectivity and Confidential IP Telecom issues at the desktop and for attached peripherals and when appropriate escalate unresolved connection problems to the Network Administration team.
• Coordinate with third party software vendors in support of non-standard software package installations, troubleshooting, upgrades, support and maintenance.
• Train and oversee work of PC Technicians for the installation, maintenance and problem resolution of personal computer hardware, software and operating system components.
• Sustain and secure hardware component inventories and software licensing via asset management.
• Utilize ITIL V.3 methodology to create documentation for the KB and internal SharePoint sites, while maintaining overall cleanliness and organization of the Inventory\Bench Room.

Confidential, San Antonio, TX

Tier 2 Office 365 Concierge Ambassador

Responsibilities:

• Remotely engaged small to midsize business customers with sales, configuration and onboarding to Confidential Office 365 platform.
• Collaborated with internal partners, including enterprise service and support teams, sales staff, and Office 365 business groups.
• Set up Office products, configured tenant domains, and performed troubleshooting for clients.
• Recommended O365 products to drive sales & maintained ongoing customer relationships to ensure brand loyalty.
• Utilized ITIL v3.0 methods like SharePoint and Confidential Knowledge Base to identify and address incidents.
• Doubled ticket volume over weekly goal, driving revenues substantially while maintaining consistent customer service levels.
• Proficient in DNS, Exchange Migration, PowerShell, Azure Active Directory, Skype, MX record configuration, and ADFS migration.

Confidential, San Antonio, TX

Desktop Support | Technical Support Specialist

Responsibilities:

• Supported internal network, software, and hardware functions for leading smart meter manufacturing company.
• Utilized diagnostic utilities to troubleshoot and resolve problems, tested solutions, and followed-up with clients to ensure issues were adequately resolved.
• Sole desktop support staff person for satellite office with 120 employees. Terminated and tested 30 separate cubicles in single month in addition to regular support responsibilities.
• Resolved two-year-old audio and visual issues in main conference room. Dedicated two weeks to solving issue that prior support engineers had failed to address.
• Located and assigned nearly 100 enterprise users with asset tags and encryption in preparation of upcoming security review the following month, despite outdated asset records.

Confidential, San Antonio, TX

Incident Management Analyst

Responsibilities:

• Encrypted software and assisted staff with remote access issues.
• Engaged internal stakeholders around the world to determine user needs and deploy solutions.
• Trained staff on technology solutions to ensure ongoing proficiency.
• Managed projects, provided customer support, and led team of 20 IT staff in driving business initiatives that included rollout of complex application packages.

Confidential, San Antonio, TX

Remote Access VPN | Helpdesk | Blackberry Support Engineer

Responsibilities:

• Engaged Confidential employees experiencing security and password issues and maintained dynamic authentication for accounts.
• Released and secured privileged functional ID's, administered Confidential Server, and reset executive ID's and passwords.
• Performed troubleshooting on Juniper VPN Network, addressed service desk incident tickets, and logged issue resolutions.
• Created and deployed Citrix Xen Desktop and VMware virtual machines, while managing 20 server farms, allowing staff to access Windows, Linux, web, and SaaS applications from anywhere.
• Multiple company s for Outstanding Teamwork for work performed.
• Mitigated synchronization errors on 75,000 enterprise mobile devises connected to Blackberry Exchange Server.