PROFESSIONAL SUMMARY:

Experienced technical support professional providing both onsite and remote support for computer hardware and software. Diverse industry background demonstrates adaptability, including manufacturing, cloud services, medical, off - shore oil and gas, cash logistics, banking, telecommunications, and military. Excellent hardware and software troubleshooting skills.

PROFESSIONAL EXPERIENCE:

Confidential, Las Colinas, TX

Security Support Engineer

Responsibilities:

• Customer facing security support team member working on resolving complex issues with Azure Cloud and On-Prem Microsoft security products.
• Providing mission critical customer support to external enterprise customers with a focus on helping, advising, and empowering customers to achieve more.
• Supporting the below list of products.
• Azure Security Center
• Windows Defender Advanced Threat Protection
• Azure Advanced Threat Protection
• Windows Defender

Confidential, Fort Worth, TX

Systems Administrator

Responsibilities:

• Provides Systems support for all infrastructure services including but not limited to Networking, Telecom, Exchange, Windows Servers, and Office 365.
• Manage and maintain company’s servers running in our Vmware environment.
• Acted as the companies only Systems Administrator and Network Engineer.
• Migrated and merged domains
• Built Development and production windows/Linux servers
• Migrated company endpoints from windows 7 to windows 10
• Active directory administration, Including GPO's for managing Kiosk and end user pc's
• Built and managed windows 7/10 client images and deploy via MDT from PXE
• Built and managed Kiosk images and Digital Display pc's images
• Managed and Supported O365 software and Windows store for Business
• Created and managed O365 Sharepoint sites and permissions
• Configured and managed DHCP, DNS, SNMP services
• Configured and monitored network equipment
• Setup configured and maintained Vlans and switches, including firmware updates
• Assisted Helpdesk with desktop hardware and software issues
• Managed file/server backup and restore with Veeam
• Setup SSO using ADFS with O365 and Microsoft Azure Active Directory Connect
• Deployed and managed Shoretel VOIP system across multiple sites
• Managed and supported VEAAM Backups and restores

Confidential, Carrollton, TX

Managed Services Specialist

Responsibilities:

• Managed Services Specialist is responsible for resolving incoming technical telephone requests, service desk tickets, and email requests, for technical assistance on a wide variety of hardware and software applications.
• Consistent customer care, quality standards, and reporting requirements are core competencies of the position.
• Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Managed Services Specialist role as well as the ability to multitask.
• Acted as the Systems Administrator for all client companies ~12 total.
• Monitored network devices
• Troubleshot and repaired windows servers
• Administered accounts, Exchange, Active Directory, etc.
• Performed system updates and maintenance
• Managed remote servers host running Hyper-v or VMware ESXI
• Configured voip phones, network printers

Confidential, Dallas, TX

Sr. Tech Support Rep

Responsibilities:

• Provided technical support for Confidential employees nationwide for hardware and over 900 business applications in an enterprise environment.
• Provided first call resolution for 90% of incoming calls for all hardware and software related issues
• Performed new hire account creation in active directory and MS exchange
• Assigned and installed applications via SCCM
• Performed monthly McAfee repairs and updates for PCI compliance
• Participated in bridge calls for business, impacting IT related outages
• Supported over 800 applications

Confidential, Dallas, TX

Sr. Helpdesk Support Analyst

Responsibilities:

• Provided expert support to end-users for PC, service or mainframe applications, and hardware of complex networking and hospital/health applications in an enterprise environment.
• Provided excellent technical and customer support for hardware and software related issues
• Updated and maintained the Helpdesk Knowledge Base with pertinent technical documents
• Maintained call stats related to Time On Call, Calls Handled and Customer feedback

Confidential, Morgan City, LA

Remote Operated Vehicles Technician

Responsibilities:

• Responsibilities included operating ROV's in a safe and efficient manner. Maintained and repaired all electronic, electrical systems, and sub-systems associated with Remotely Operated Vehicles including component repair, replacement, and troubleshooting.
• Completed intensive sixteen-week program with top grades
• Troubleshot and repaired fiber optic cabling
• Configured and maintained system cameras and video recording devices
• Maintained and troubleshot 480,120 and 24 volt electrical systems.
• Maintained hydraulics system and tools
• Operated and maintained computer control systems and software

Confidential, Coppell, TX

Sr. Help Desk Analyst

Responsibilities:

• Provided technical support for all internal employees for both hardware and software needs related to the Cash Logistics industry.
• Created and maintained employee's Active Directory and MS Exchange accounts.
• Used multiple ticketing systems to log all calls.
• Assisted Desktop support team with migration to Windows 7
• Basic pc repair, replace hard drives, Laptop keyboards etc.
• Updated and maintained the Helpdesk Knowledge Base technical documents
• Assisted with Lotus Notes migration to MS Exchange
• Created and maintained user Active Directory accounts and permissions
• Created and maintained user Microsoft Exchange accounts
• Recorded support incidents in Remedy ticket system
• Setup and installed network printers, scanners and projectors and managed permissions.
• Added and removed workstations from the Active Directory and managed domain access

Confidential, Lewisville/Dallas TX

Verizon Wireless- Helpdesk Support Technician

Responsibilities:

• Provided technical support for all internal employees for both hardware and software needs.
• Reset passwords for billing systems
• Handled an average of 40 calls per day
• Reported and logged all troubleshooting calls in Remedy/Magic Ticket system

Confidential, Dallas, TX

Fiber Customer Support Analyst/Team Lead

Responsibilities:

• Provided customer technical support for the Verizon FIOS FTTP network for TV, Telephone, and Broadband services.
• Answered escalated customer calls in a supervisory role for problem resolution.
• Provided team members with technical and customer service related support.
• Acted in Supervisory role and resolved customer escalations
• Answered fiber support analyst questions concerning approach towards trouble resolution
• Resolved trouble with equipment setup and assisted in router configuration
• Configured Motorola cable box and TV settings for optimal picture and sound quality
• Talk customers through home entertainment connection and setup
• Used remote access to telephone switching equipment to change calling features