SUMMARY:

• More than 15 years’ successful experience in customer service, support, and engineering with recognized strengths in trouble - shooting and problem solving.
• Excellent working knowledge Azure Infrastructure
• Excellent working knowledge with AD & Exchange
• Excellent working knowledge with all Microsoft OS and O365 (including Office Suites)

SKILLS LIST:

Expert:

Software: Azure, Windows XP / Vista/ 7 / 8.1/ 10 / Server 2012 R2 / 2016, Microsoft Office Suite 2013 / 2016 / O365, Active Directory, Exchange 2013 / Online, GPO, Hyper-V, Remote Desktop

Knowledgeable:

Programming Languages: PS, VB, VBS, Java, SQL, C/C++

Software: SCvMM 2012r2, SCCM 2007, SMS 2003, Microsoft Deployment, Windows Deployment Services, Exchange, Symantec AV, PCAnywhere, Ghost, WinPE, Citrix

Network: Configuring and maintain routers and firewalls, TCP/IP, DNS, DHCP, VPN, IPSe c

EMPLOYMENT:

Confidential, Houston, TX

Sr. ICT Systems Analyst

Responsibilities:

• Cloud solution architect working with Azure, ADFS, VSTS
• Managed all Virtual Machines for Infrastructure and users
• Support all IT hardware, software and networking equipment
• Maintained infrastructure including cluster and backup environment (Veeam)
• Build new systems to standard specifications
• Coordinate with external resources to implement IT solutions
• Procurement, inventory and asset management of all IT equipment
• Hardware and software license management, purchasing and renewal
• Troubleshoot and resolve system errors and failures

Confidential, Houston, TX

Sr. ICT System Administrator

Responsibilities:

• Worked with management to ensure quality and budgetary requirements are being successfully monitored and met
• Responsible for the deployment, maintenance, and monitoring of production systems and workstations
• Implement and deploy systems for clients
• Troubleshoot client problems using Remote Desktop
• User accounts management using Active Directory
• Setup & re-imaged workstations using WDS
• Projects include setup of SCCM 2007
• Perform troubleshooting on printers, copiers, phones, cell phones and directed to appropriate department for quick resolution
• Setup video & teleconference for meetings. Equipment used was Polycom.
• System administration includes scripting, GPO, DFS, MSI
• Evaluate, recommend, and implement strategies for growth and scalability

Confidential, Houston, TX

IT Service Desk Analyst

Responsibilities:

• Telephone technical support and problem resolution specialist on hardware, software and networks.
• Involved in identifying, analyzing, and resolving client problems by addressing root causes of problems.
• User account management in AD
• Lotus Notes and Engineering Applications troubleshooting

Confidential, Houston, TX

IS Service Desk Analyst

Responsibilities:

• Telephone technical support and problem resolution specialist on hardware, software and networks.
• Involved in identifying, analyzing, and resolving client problems by addressing root causes of problems.
• User account creation/management in AD
• Workstation & Printer support analyst
• Citrix & BES troubleshooting

Confidential, Houston, TX

Sr. ICT Support Specialist

Responsibilities:

• International Helpdesk Lead
• Perform maintenance on servers and workstations
• Implement and deploy systems for clients
• Troubleshoot client problems using Remote Desktop
• User accounts management using Active Directory
• Re-imaged workstations using PQDI
• Perform data migration for PC refresh
• Projects include work with Systems Center Configuration Manager 2007, SMS 2003, Microsoft Deployment, Microsoft VirtualPC 2007, McAfee AntiVirus, RIS
• Perform troubleshooting on printers, copiers, phones, cell phones and directed to appropriate department for quick resolution
• Setup video & teleconference for meetings.
• System administration includes scripting & GPO cleanup

Confidential, Housto n, TX

IT Specialist

Responsibilities:

• Coordinated with 60+ branch locations nationwide, responsible for more than 300+ computers in a replacement rollout and asset removal within a 6-week span.
• Re-imaged workstations using Symantec Ghost
• Helped helpdesk with daily activities
• Quickly and effectively solve customer challenges

Confidential, Sugar Land, TX

Sr. IT Support Specialist

Responsibilities:

• Design, implement and maintain systems, servers and entire network (wires/wireless) for small and medium size businesses.
• Perform on-site deployment, maintenance and troubleshooting of customer systems and networks.
• Re-image PCs and data migration
• Train staff on use of new programs and systems.

Confidential, Sugar Land, TX

Technical Support Specialist

Responsibilities:

• Provide Level 2 and Level 3 technical assistance to customers, assisting with application software operation, hardware and software troubleshooting.
• Technical Support clients include domestic and overseas clients.
• Analyze and troubleshoot client databases (Access/SQL).
• Assists in multiple departments other than Technical Support such as Special Projects, QA, RMA, sales, training
• Assists with in-house workstation setup for employees (software and hardware) and RMA
• Maintains client information using CRM and ERP software.