PROFESSIONAL SUMMARY:

• An organized and effective team player with years of Lead engineer and technician roles.
• Passionate about delivering high productivity and quality improvements through team building and well - managed, timely assignments.
• Managed team of 10 technicians to complete In-place, Refresh and Hybrid migrations.
• Experienced in data migration and deployment of new PCs using LDMT (Local Data Move Tool)
• Expertise in creating, configuring packages and deploying them via SCCM
• VIP White Glove Executive Support experience

SKILL:

• Windows 10 installation/repair/deployment.
• SCCM Packaging, Configuring and Deployment
• Microsoft Office Suite, Microsoft Office 365 Support and deployment
• Executive Support
• Microsoft Exchange Server
• Skype for Business Admin
• Wireless/Wired Computer Networking Configuration
• Remedy, Zendesk ticketing systems

PROFESSIONAL EXPERIENCE:

Confidential

IT Support Specialist

Responsibilities:

• Assists with configuration, maintenance, and deployment of phone systems and IP based phones
• Build and maintain positive working relationships with co-workers, vendors, and the public using principles of good customer service.
• Provide one-on-one pertaining to the use of standard applications(Citrix, Office 365, Sharefile,Active Directory, etc.) equipment, and/or systems, including audio/video equipment, telecommunication equipment and systems; personal computers, laptop computers, and general office software.
• Coordinates and provides technical support via telephone and in person.
• Analyzes and solves standard software, hardware, and network problems in conjunction with our third-party partnerships.
• Receives, reviews and/or logs requests from end users regarding computer hardware, software and/or peripheral equipment problems; writes and tracks trouble tickets/work orders and articulates details about case resolutions.
• Provides first-level and second-level assistance to customers; verifies the location of the problem; elicits information from end user on the nature of the issue; resolves issue or refers to higher level staff member when necessary.
• Reviews and tracks service requests and trouble reports related to hardware and software problems and coordinates with end users and/or managers to ensure that customer needs are met. Maintains records of work completed and resolutions.
• Performs workstation troubleshooting; performs configurations of new desktop images; installs, upgrades and maintains computer workstation hardware, peripherals and associated software; manages and executes installation upgrades and system patches.
• Creates user IDs, modifies user profiles, re-sets passwords and performs regular file maintenance; sets up basic user access permissions consistent the firm' Confidential policies and procedures; documents all changes and revisions.

Confidential

Desktop/Migration Engineer

Responsibilities:

• Provided Windows client support for Windows 7 backup, Windows 10 installation, troubleshooting, and resolving end user issues after installation. Perform other IT duties as required.
• VIP executive support (White Glove treatment) (CEO, CFO, CIO, VP’ Confidential ) setting up and troubleshooting Audio Visual equipment (Avaya/Cisco) in multiple conference rooms needed for VP’ Confidential and Executives
• Daily Activities as Migration Engineer call to schedule migration (minimum of two customers per day) and perform interview of applications, tools, custom configurations pertaining to role, etc.
• Backed up data and apps and restore to new Windows 10 system. Soft customer handoff included any for customer comfort and follow up.
• Field technician installing Windows 7 and Windows 10 operating systems including customer profile and file structures
• Set up and configuring servers Confidential remote locations
• Configuration of Bitlocker, SCCM App Catalog, FireAmp, SCEP, SAP
• Oil/ gas app support through Citrix
• Office 365 and Exchange admin
• Utilization of Admin rights for Skype for Business
• Installed field applications (Daniel Orifice Flow, Daniel MeterLink, RTU config, RocLink800, ProLink Pro III, Superflow, ariel Compressor, Cat Electronic Tech, Gas Engine Rating Pro, Waukesha ESP TotalFlow)

Confidential, Dallas, TX

Desktop Engineer

Responsibilities:

• Assisted users in HQ and remote nationwide with deskside needs
• Build, Image, load software to new laptops ( Confidential Products and Microsoft Surface)
• Configured Network Printers
• Worked with Director of IT to implement new Rollout for entire company Nationwide
• Utilized remote tools to access remote users to resolve PC/Laptop Issues
• Configured VPN for remote access to Truco’ Confidential network drives
• Administered Microsoft Office 365 and Exchange
• Created new outlook accounts via Office 365
• Installed add-Ins for Outlook
• Utilized Spiceworks ticketing system to create and respond to tickets in que
• Administrated to Server 2016/SCCM server creating Packages and configuring software updates to be deployed
• Administrated Active Directory by creating new accounts for users/groups, editing previous distribution list
• Responsible for add / delete / remove no longer needed accounts in AD
• Assigned to CEO, VP’ Confidential and Directors to configure printers, supply support for laptops and office equipment

Confidential, Dallas, TX

Desktop Analyst

Responsibilities:

• Imaged and Deploy laptop/desktop PC’ Confidential (company/nationwide) Confidential Products
• Configured new PCs to be on domain and Confidential network, responsible for completing Post Image Support on all Hardware including but not limited to activating BitLocker, BIOS update, LAN Adapter settings, Virus Software installation and configure MSCONFIG startup options
• Backup end user’ Confidential data via remote connection or to OneDrive and migrate over to new PC
• Created Deployment Flow Documentation including step-by-step instruction of all things needed to complete the refresh/ inventory control process
• Coordinated with end user for the shipping of the computer
• Created shipping documents to ship hardware throughout the country to different company sites
• Created and manage Active Directory -Creating new hire user accounts and assigning to correct OU
• Assign new PCs to AD and assign to correct OU
• Microsoft Exchange Configuration
• Admin to Office 360 creating accounts and configuring of user email accounts
• Packaging software via SCCM
• Break/Fix End users support via phone/email/remote login (TeamViewer, Kaseya, Microsoft Remote Desktop)
• Create/resolve tickets using ZenDesk ticketing system
• Asset management of all new and old equipment while updating database accurately

Confidential, Richardson, TX

Software/Hardware Computer Engineer

Responsibilities:

• Provided 2nd level support for all self-pay kiosks and all PC/Network technologies in Confidential & Confidential Stores nationwide.
• Assisted on site technicians with setup and maintenance of all devices. Joining new PCs to domain and upgrading java by running scripts to bring up to date. Also, updating database for new installs of stores and corresponding with correct departments.
• Coordinating the response of issues between level 3 support and Confidential support staff via email and by using Remedy and DameWare for ticketing and remote access to technology that needs configured or troubleshoot.
• Instruct and provided to Confidential & Confidential staff in store locations on proper procedure and use of on-site equipment (OML, RSQ, RSQV, E7K, CMK devices etc.).

Confidential, Dallas, TX

Desktop Support

Responsibilities:

• Deploy and install new 7 machines.
• Update Service manager by creating and closing tickets for machines deployed & installed and also of the old returned machines
• Provide 2 nd level technical assistance for Server and Network hardware in a NOCC environment responding to either incoming calls or via email
• Remote in to different type of servers either Blade, Linux/Unix based, Gen8, Gen7,etc. using either iLo(HP Servers), DRAC( Confidential Servers), or RDC to determine issue and resolve in the allowed time frame to meet SLA
• Communicate with Service Provider and sites through the PepsiCo company would wide to determine tech time to handle hardware failure and to accurately schedule downtime of servers if need be
• Create and close tickets using HP service manager
• Monitor and receive information via Server Manager tool
• Used other troubleshooting tools for further troubleshooting: System Configuration Database (SCDB) VMware vSphere, Dameware, Putty, Confidential Open Manage Server Administration (OMSA), Network Node Manager that lists routers, access points, and switches that are currently down and related issues and Knowledge Manager for internal troubleshooting .

Confidential

Lead Server Engineer

Responsibilities:

• Lead a team of 3-4 technicians to upgraded Servers to Microsoft 2012 via installer on Gen8 server for Bank of America and upgraded the UPS (battery system)
• Install new Network printers for banking center printing purposes
• Traveled 90% of time to different locations
• On second visit, would install and download packages for newly installed PCs mostly switching from Windows XP to Windows 7 and some Windows 8
• Contact HPCR to confirm install complete and all equipment is online and up and running

Confidential, Dallas, TX

Lead VoIP Deployment Specialist/Contractor

Responsibilities:

• Proficient in deploying Windows 8.
• Supported and migrated 30+ Windows 8 end users.
• Travel 100% to each site within 18 states: Alabama, Arkansas, Florida, Georgia, Illinois, Iowa, Kansas, Louisiana, Nebraska, North Carolina, Ohio, Oklahoma, Oregon, South Carolina, Colorado, Texas, Virginia and Wisconsin to set up, configure Cisco RV180 Router and Cisco SG300 PoE switch, and place Polycom phones and property network using Cat5e or Cat6 Ethernet cables.
• Assessment of property DNS and apply appropriate settings if not in compliance.
• Reconfigure office printer, VPN connection and local file shares.
• Basic networking technologies, printer setup and support and PC support.
• Windows networking, DNS, TCP/IP, VPN, Router Configurations.

Confidential, Dallas, TX

L4 Lead Deployment Technician

Responsibilities:

• Hands-on experience in deploying and migrating Windows 8 while supporting 30+ end users.
• 100% travel
• Windows XP to Windows 7 migration; managed a team of 7 to 10 technicians to complete the migration process of the different types of migrations (In-place, Refresh and Hybrid migrations).

Confidential

Refresh Technician

Responsibilities:

• Refresh and Lead Floor Technician for the HP-Bank of America Refresh/GWIM migration from XP to Windows 7.
• Worked closely with Bank of America call center staff and Confidential &A Management also VP’ Confidential and Executives to facilitate smooth hardware deployment.
• Installed new desktops and de-installed old computers to prepare them for disposal.
• 100% Traveled thru the continental U. Confidential assisting with the transition from Merrill Lynch to BOA.
• VP executive support
• Responsibility of troubleshooting, coordinating resolutions for desktop and network communication issues.
• Provided support for software and/or equipment errors then coach users in correcting reported problems.
• Installed pc hardware and swapped out unit/components to the motherboard level to meet repair needs.
• Provided the installation of new software on user’ Confidential pc’ Confidential while configuring workstations to meet established standards.
• Configured Installed and de-installed desktops/Laptops and Printers.
• Responsible for imaging new hard drives in addition to encrypting the old hard drives.
• Searched for appropriate PCs that need to be refreshed Confidential specific Bank of America site using BART.
• Assess computers on list through face to face visits or phone interviews.
• Ordered computers and schedule deployments and technicians using the BART system.
• Enter all activity and documentation in the AR system of SA IT Services.
• Organized G-disking and checking out of every device being returned to HP.
• Organized pick up of old computers using HPFS tool to manage removal of devices from building.
• Communicated with supervisors, technicians and clients to promote smooth refresh.
• As needed, fill in as technician for data migration and deployment of new PCs using LDMT (Local Data Move Tool) to find and move data to servers and back down to new machine.
• Build PCs to the users’ specific NB ID and push appropriate applications using Selma and Tivoli.
• Managed users’ Outlook set-up (PST files), drives and printer configuration.
• Run Iron Mountain’ Confidential Connected (EFS Encryption) and MAS (Mobile Access Services) on Laptops for remote access.

Environment: HP DC5800 Desktops, HP 6910p and 6930p Laptops, Confidential D630 and E6400 Laptops, HP DC 7800 and DC7900 Developer Towers, Confidential D430 Executive Laptops, HP 2510p and 2530p Executive Laptops, BART, Selma, Tivoli, LDMT, HPFS pickup, the AR System of SA IT Services.

Confidential

TSR/Computer Technician/ Coby Tech. Support

Responsibilities:

• Provided highest level computer system, desktop, and tech support to customers.
• Responsible for reporting, escalating, and resolving issues related to supported products, services, and platforms. Use of AS400 program to document and record issues using short keys provided for expediting status calls and notation of accounts.
• Research product warranties from home appliances.
• Take estimates for field technicians for approval of repairs.
• Excellent oral and written communication skill, attention to detail, and general clerical duties required.

Confidential

Roelker Group/HP/Contractor

Responsibilities:

• Printer Technician/ Install Tech.
• Install/Remove printers for McAfee.
• Refresh Project for Bank of America Removing and installing new bank teller and platform equipment and clearing all data from old equipment with G-Disk.

Confidential

Computer Support Technician

Responsibilities:

• Technical support for laptops and desktop.
• Installation, removal, and configuration of computer hardware/software.
• Upgrade operating systems.
• Removal of Viruses.
• Implementation and configuration of wireless/wired networks.