OBJECTIVE

Desire a career opportunity where my experience, knowledge, and education may be used to the fullest extent to better both the organization and myself.

TECHNICAL SKILLS

MS DOS / MS Windows 95, 98, NT4.0, 2000, XP, Vista, Win 7 & Server 2003 /Windows 10 / MS Office 97, 2000, 2003, 2007 & 2010 / MS Outlook 2000, 2002, 2003, 2007 & 2010 / Lotus Notes 5.0, 6.5 & 7.0 / Symantec Ghost 2001, 2003 & 2005 / McAfee Antivirus Enterprise 7.1, 8.0i & 8.5i /Checkpoint VPN / RSA Token / HP Service Desk 4.5 / Adobe Acrobat / Exchange 2010 / HP RGS / HP ProLiant / HP Onboard administrator / Virtual box / VMware / Smarteam / StarLims.

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Technician

Responsibilities:

• Responsible for account administrations of company used systems and applications.
• Performing Executive Support.
• Troubleshooting, support, and maintenance of all Confidential software & hardware: (Windows 7, 8, 8.1 & 10), Microsoft applications(me.e. Office suites, Internet Explorer), Java, In - House applications, SOTI Mobi Control, PDA/handheld-hardware, operating systems/applications, smart phones, VoIP, VDI/Citrix Receiver, scanner, printer(MFP), Epson Validator, Debit/label Printer, Cummin Currency Counter, IFX(1pass) scanner, Ceridian Clock, Cisco Any Connect, Wi-Fi, network connectivity and hardware.
• Inventory management of hardware and software.
• Collaboration with companywide IT teams to improve deployment of new software and hardware.
• Active Directory account creation and management.
• Imaging of multiple laptops and desktops via PXE.
• Migration to MS Office 365 of all users in company infrastructure.

Confidential

Hardware / Software Deployment Analyst (contractor)

Responsibilities:

• Activation and deployment of Android and IOS devices.
• Management of mobile devices in AirWatch.
• SCCM software deployment.
• Desktop support to Confidential employees.
• Inventory management of hardware and software.
• Collaboration with companywide IT teams to improve deployment of new software and hardware.
• Active Directory account creation and management.
• Imaging of multiple laptops and desktops via PXE.
• Migration to MS Office 365 of all users in company infrastructure.

Confidential

Executive IT Analyst (contractor)

Responsibilities:

• Computer repairs and deployment of new laptops and desktops.
• On-site C-Level desktop support.
• Creating new images and deploying laptops/desktops to users.
• Collaboration with companywide IT teams to improve deployment of new software and hardware.
• Managing user accounts, rights in Active Directory. Account creation and software distribution. Migrating PSTs to Office 365.
• Helping customers with iPhone and iPad related issues as well as deploying new mobile devices. Management of mobile devices on AirWatch.
• Management of inventory, retiring and re-deploying computers and hardware.
• Software/Hardware support of Active Directory, Office 365 (Office 2013 and 2016), VOIP support, Mobile support (iOS and Android), SCCM and SCEP, Citrix.

Confidential

Regional IT Support (contractor)

Responsibilities:

• Computer repair desktop support.
• Remote and on-site support to Huntsman users.
• Creating new images and deploying laptops/desktops to users.
• Collaboration with companywide IT teams to improve deployment of new software and hardware.
• Support of Windows 7 and 10, Lotus notes and MS office applications. Migration to Office 365.
• Managing user accounts, rights in Active Directory. Account creation and software distribution.
• Helping customers with iPhone messaging and email issues.
• Management of inventory into the company’s database.

Confidential

Field technician (short term contract)

Responsibilities:

• Computer repairs and field services.
• Remote and on-site support to Ample customers.
• CAT5 cable runs, adding new computers to domain servers, setting up wireless networks Windows 7, 8 and 10 image setup and installation.
• Laser printer repairs.

Confidential

Systems Analyst

Responsibilities:

• Responsible for supporting all Baker Hughes engineers as well as engineering applications and hardware.
• Conducted team meetings to develop process to improve workflow and communication between in-house departments.
• On-site and remote support of multiple Baker Hughes data centers.
• Hardware maintenance of HP servers as needed (parts replacement, hardware upgrades).
• VMWare Virtualization of servers and assigning users to each specific virtual machine based on the user’s needs and projects.
• Managed servers either on location or remotely.
• Deployment, administration and maintenance of HP ProLiant WS460c G6 blade servers.
• Managing users, sites, groups and company assets in Active Directory. Account creation and software distribution. SCCM management.
• Web bits and RAIS support (oil industry drill bit database).
• Installation and configuration of switches and routers. VLAN creation and management.
• Imaged servers with BHI standard and engineering applications.
• Cloned disk images backed up images and packaged software for deployment to users.
• Engineering applications support and deployment: Solidworks, AutoCAD, Envision, Drawing Locator, Teamcenter, Altium, Ansys. StarLims user account creation and administration.
• Frontline support to all Baker Hughes employees around the world.
• Troubleshot Windows based applications such as MS office, Adobe Acrobat, SAP, and Internet Explorer as well as BHI proprietary applications by either detailed step-by-step instructions, remote connection or hands-on desk-side support.
• Troubleshot hardware-based issues with devices such as printers, cameras, BlackBerry devices, iPhone/iPad MS exchange support, computers and servers.
• Managed user accounts, rights in Active Directory. account creation and software distribution.
• Remote assistance via Net meeting, MS Office communicator, PCDuo and CA Service desk.
• Collaborated with teams/departments to halp design and develop an application dashboard to monitor the status of all IT related problem tickets.

Confidential

Helpdesk Lead

Responsibilities:

• Provided daily support to the halpdesk staff.
• Interviewed and trained new halpdesk analysts.
• Developed documents to assist Tier 1’s in resolving issues.
• Monitored phone queue for drastic call influx due to outage conditions.
• Analyzed problem, created whiteboards and put up messages as needed.
• Monitored call queue for lengthy call duration giving assistance on calls exceeding 15 minutes.
• Held weekly team meetings and discussed issues that were forthcoming, issues that had failed, and issues that prevented the Tier 1’s from performing their tasks and reported these issues to management.
• Responsible for communicating all issues that pertained to the operation of the shift they were covering to include: Communication to the tier 2 distribution list, communication with solvers, communication with management, and generating a daily log of issues from their shift sent to the tier 2 distribution list.
• Managed user account, rights in Active Directory, network printers, VPN connections, software install & troubleshoot.
• Supported, configured, troubleshot and managed Lotus Notes Client 5.0, 6.5 & 7.0
• Installed and configured local and network printers, PDA and Blackberry devices.

Confidential

Helpdesk Technician

Responsibilities:

• Provided technical assistance with Windows platforms and Windows based applications to all Nalco Company employees in North America and South America.
• Troubleshot applications such as Lotus Notes, SAP, ON base, Active Directory, VPN, IE...etc.
• Remote assistance via Net meeting. Accessing the user’s PC via Net meeting and troubleshooting various issues including but not limited to email, hardware/software installation, Lotus Notes configuration, Internet Explorer, MS office, SAP, VPN.
• Installed network and local printers and verified that the customer can print before ending a Net meeting session.
• Trained newly recruited employees.

Confidential

Tech support (Tier 1)

Responsibilities:

• First line technical support at Confidential Computer.
• Assisted customers via phone to analyze halp and troubleshoot customer issues with Confidential products such as desktop computers, laptops, Xserve servers, software, network and issues.
• Troubleshot Mac OS (9, 10.2, 10.3 and 10.4).
• Confidential Computer Certified technician.