PROFESSIONAL SUMMARY:

• 10+ years of experience in Windows OS Support (Windows 95, 98/W2K/XP/VISTA/Windows 7/8.1/10)
• 10+ years of experience in Active Directory Administration since 2006
• Provide priority support to senior executive group or C - level employees and VIPs
• Proficient in advanced hardware and software troubleshooting techniques
• Possess extensive support experience with MS Office and Office 365 applications
• Experience in supporting BlackBerry, Windows, Android and iOS based smart devices
• Proficient with imaging software using SCCM, Symantec Ghost and Smart Deploy
• Working experience with TCP/IP, DHCP, DNS, Active Directory, Domain Controllers, etc.
• 8+ years of experience in the Financial Services, seismic, energy and chemical industry
• Possess excellent customer service skills
• Fluent in both English and Spanish

PROFESSIONAL EXPERIENCE:

Confidential - Houston, tx desktop support analyst ii

• Provide support for over 5000 users stationed worldwide in remote sites
• Provide priority support to senior executive group or C-level employees and VIPs as needed
• Provide escalated desktop support for user related issues in Windows 7/10, Active Directory, Domain Controllers, thick and thin client applications
• Manage and troubleshoot print management issues on Windows Servers 2008/2012 and Windows 7/10
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels - SLAs
• Image and rebuild Lenovo/HP laptop/desktops with SCCM system for new and existing employees
• Encrypt HDD and manage systems with McAfee Endpoint Encryption Manager
• Assist with help desk ticket queue management and incoming calls and/or e-mails regarding desktop/laptop/network issues
• Strong working knowledge of Microsoft Office suite; Word, PowerPoint, Excel
• Very proficient with Microsoft Outlook email-client and Exchange Server 2010
• Perform installs, moves, additions, and changes requests as they are submitted by IT managers, Office Administrators, and Operations Staff
• Provide remote support using TeamViewer, Skype for Business (Lync) and RDP
• Troubleshoot and determine the root cause of systems or applications failing
• Troubleshooting experience of browsers (IE, Edge, Chrome, Firefox, Safari)
• Hardware and software includes: Windows 7 and 10, PC compatible computers, MS Office Suite up to version 2016
• Troubleshoot laptops/desktop PCs and printers onsite and remotely for end-users
• Enter tickets in HEAT ticketing system if contacted directly

Confidential - Houston, tx

Senior Desktop support Technician

• Provide support to 450 users spread among seven branches across the US
• Provide priority support to executive group or C-level employees as needed
• Create all accounts from HR workflow, provisioned hardware and onboarded new hires
• Active Directory Administration: create accounts, manage provisions, security groups, distribution lists
• Managed Egnyte cloud user administration of accounts - add/deactivate/permissions
• Performed SEP and SharePoint Online administration
• Create mailboxes using Exchange EMC and Office 365
• Desktop support lead for mailbox migration from Exchange server 2010 to Office 365
• Managed users thru local ADUC console and MS Office 365 Admin Center
• Assisted with desktop migration from Windows 7 to Windows 10
• Provide third level desktop support for user related issues in Windows 7/10, Active Directory, Domain Controllers, thick and thin client applications
• Manage and troubleshoot print management issues on Windows Servers 2008/2012 and Windows 7/10
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels - SLAs
• Imaged Dell laptop/desktops with manually created images for new and existing employees
• Encrypt HDD and troubleshoot systems with McAfee Endpoint Encryption Manager
• Assist remote users to connect to Bigge network via Juniper Pulse Secure VPN software
• Managed CrashPlan console to manage users and configure backups of user data files
• Configured and managed VOIP desk phones using ShoreTel Director
• Assist with help desk ticket queue management and incoming calls and/or e-mails regarding desktop/laptop/network issues
• Strong working knowledge of Microsoft Office suite; Word, PowerPoint, Excel
• Very proficient with Microsoft Outlook email-client and Exchange Server 2010
• Perform installs, moves, additions, and changes requests as they are submitted by IT managers, Office Administrators, and Operations Staff
• Monitor critical infrastructure and systems through PRTG network monitor
• Troubleshoot and determine the root cause of systems or applications failing
• Troubleshooting experience of browsers (IE, Edge, Chrome, Firefox, Safari)
• Proficient with ManageEngine Service Desk Plus and Service Desk Plus On-Demand ticketing system
• Hardware and software includes: Windows OS XP/Windows 7 and 8.1/10, VMware ESXi OS, PC compatible computers, Dell PowerEdge R430 servers, MS Office Suite up to version 2016, SEP
• Serviced laptops/desktop PCs and printers onsite and remotely for end-users
• Provisioned thru MobileIron MDM and provided support for all iOS devices such as iPhones and iPads
• Troubleshoot Timberline ERP issues thru Citrix servers
• Managed servers thru VMware vSphere Client VCenter
• Provide remote support using TeamViewer, Skype for Business (Lync) and RDP
• Participate in 24/7 on-call rotation one week per every six weeks
• Collaborate with desktop and systems team to ensure efficient operation of company’s desktop and help desk environment
• In charge of hardware procurement and inventory for Houston branch

Confidential - houston, tx

Senior desktop support Analyst

• Provide support for 1500 users for North America operations center
• Provide priority support to executive group or C-level employees
• Active Directory Administration: create accounts, manage provisions, security groups, distribution lists
• Provide up to 3rd level desktop support for user related issues in Windows XP and Windows 7/8.1 with Active Directory, and thick and thin client applications
• Manage and troubleshoot print management issues on Windows 2008 servers, Windows XP and Windows 7/8.1
• Working knowledge of application delivery thru SCCM 2007 and 2012
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels
• Imaged laptop/desktops with current SASOL global standard image for new and current employees
• Encrypt HDD and troubleshoot systems with McAfee Endpoint Encryption ePO console
• Assist VPN remote users to connect to SASOL network and computer related issues
• Assign and revoke tokens to users for VPN access and troubleshoot issues using RSA console
• Use CrashPlan console to manage and assign user quotas and perform backups of user data files
• Collaborate with desktop team to ensure efficient operation of company’s desktop environment
• Receive and respond to incoming calls and/or e-mails regarding desktop problems
• Perform installs, moves, additions, and changes based on management requests
• Monitor critical infrastructure systems through SolarWinds network tools
• Troubleshoot and determine the root cause of applications failing
• Troubleshooting experience of browsers (IE, Chrome, Firefox, Safari)
• Proficient with ManageEngine Service Desk Plus ticketing system
• Hardware and software includes: Windows OS XP/Windows 7 and 8.1, PC compatible computers, MS Office Suite up to version 2013, McAfee AV, SEP and NIS antivirus
• Very proficient with Microsoft Outlook email-client and Exchange Server 2010
• Imaging using MS SCCM and setups of HP and Dell laptops and desktops for end-users
• Serviced laptops/desktop PCs and printers onsite and remotely for international end-users
• Provide support for iOS and Android smart devices
• Answer help desk lines and troubleshoot remotely using TeamViewer, Lync and RDP
• Resolve help desk service calls using documented procedures and best practices
• Reset passwords for DMS, SAP and network using appropriate consoles

Confidential - houston, tx

Senior Help Desk Coordinator and Desktop Support Technician III

• Performed dual role of senior Help Desk Coordinator and Senior Desktop Support Analyst
• Manage Help Desk responsibility and resource allocation to maintain 1200 users worldwide
• Resolve help desk service calls using documented procedures and best practices
• Handle routine Help Desk issues to ensure timely resolution as per Senior Management’s SLAs
• Attend to help desk calls in-person, through email, IM and phone up to 3rd level support
• Answer help desk lines, walk-up end-users and emails
• Troubleshoot using VNC, Lync, TeamViewer and RDP remotely
• Manage Help Desk ticketing system through ChangeGear thin client application
• Provide support to executive group or C-level employees
• Solve routine issues and escalate complex issues based on priority
• Input problems and resolutions into standardized company support center application
• Develop, execute and follow IT operational policies, standards and instructions for end-user support
• Ensure end-user satisfaction through continuous status information and surveys
• Develop and manage internal and external support documentation for the help desk
• Monitor critical infrastructure systems through industry standard monitoring tools and systems
• Active Directory Administration: create accounts, manage provisions, security groups, distribution lists
• Administration of passwords of network, SyteLine, and XM accounts in AD console
• Experience in SharePoint 2007 and 2013, SyteLine ERP and ChangeGear ticketing application
• Developed metrics reports based on KPI data for management on demand basis
• Provided 3rd level desktop troubleshooting support for user related issues in Windows XP and Windows 7/8.1 with Active Directory, group policies, print management, and thick and thin client applications
• Manage and troubleshoot print management issues on Windows 2003 and 2008 servers, Windows XP and Windows 7/8.1
• Troubleshoot and determine the root cause of applications failing
• Use SunView ChangeGear Ticketing Software to support and manage incidents reported by end-users
• Use Symantec Backup Exec to perform daily backups of server data files
• Hardware and software includes: Windows NT/W2K/XP/Vista/Windows 7 and 8.1, PC compatible computers, Windows OS, MS Office Suite up to 2013, and Developmental to include an array of other software packages such as SEP and NIS antivirus
• Very proficient with Microsoft Outlook email-client and Exchange Server 2010
• Perform capacity planning for hardware and software ranging from laptops to workstations, etc., propose hardware/ software upgrades wherever necessary and required as per project requirements
• Serviced laptops/desktops PCs onsite and remotely for internal international end-users
• Provide users VPN support working from remote locations
• Trained end-users on applications and specialized Microsoft Office software
• Imaging and setups of laptops/desktops using Ghost and Smart Deploy for end-users
• Performed Windows update pushes thru MS WSUS system
• Troubleshoot issues on iOS, Android and Windows-based smart devices
• Installed SSL-VPN software Juniper Junos Pulse on laptops to connect to internal network remotely

Confidential - houston, tx

Desktop Support Technician

• Provide desktop support to 51 sites including downtown courthouses, jails, and justice centers
• Troubleshoot problems onsite and remote offsite locations using Altiris, Dameware Mini Remote, NetMeeting, and Remote Desktop Connection
• Provide desk side support on Win2K and XP Pro Operating Systems and Office 2003 applications
• Provide basic admin account management via Active Directory to users and LAN support as well
• Perform help desk functions as needed on a daily basis
• Upgrade and install computers, printers, and all types of peripherals and software on computers
• Created images with Symantec Ghost 8 and ‘sysprepped’ systems prior to imaging as well
• Imaged systems and deployed them to all Sheriff’s locations

TECHNICAL SKILLS:

• Operating Systems: Win9X, NT4, Windows 2000, Windows XP Pro, Windows 7/ 8.1/10
• Provide priority support to executive group or C-level employees
• Advanced Microsoft Operating System installation and troubleshooting skills
• Broad experience of IT industry with understanding of Networks, Servers and Telecoms
• Remote troubleshooting using; Remote Desktop Connection, VNC, MS Lync, TeamViewer, Ammyy
• Provide worldwide bilingual Help Desk and Desktop Support assistance
• Proficient with MS Outlook and IBM Lotus Notes V6.5 email clients
• Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint, Word, etc.)
• Symantec Backup Exec, Acronis True Image and MS Backup systems
• Can install and configure any type of hardware or peripheral and software
• Assisted in multiple migrations ranging from Win95, NT, 2000, Win XP, Win 7/8.1/10
• Data transfers and ghost imaging using SCCM, Symantec Ghost, Smart Deploy and CrashPlan
• Experience in supporting Windows, Android and iOS based smart devices
• Able to work within the team concept and willing to learn and expand expertise
• Experience in planning and performing desktop deployment, management and engineering tasks on Windows 2000, Windows XP, Vista and Windows 7/8.1/10 in medium to large enterprises
• Experience in SharePoint admin 2007, 2013, Online; SyteLine and Timberline ERP, Track-It, ChangeGear and ManageEngine ticketing system
• Install, configure and manage Intel based workstations and servers with Windows NT 4.0, Windows 2000/XP, Windows 7/8.1/10
• Experience with multiple networking protocols including: TCP/IP, NetBEUI, PPP, WINS, and DHCP
• In-depth knowledge of peripheral device and software administration, installation, and configuration across several manufacturers
• Strong Break / Fix skills on Desktops, Workstations, Notebooks, Printers and Handhelds
• Hardware integration of Systems and installation of OS and software
• Research, gather, and analyze information, then formulate effective recommendations and actions
• Customer service oriented with excellent customer service skills
• Strong written and verbal communication skills
• Technical management experience across multiple support groups
• Ability to explain complex solutions to problems to non-technical users
• Possess strong analytical skills with a keen attention to detail