SUMMARY

• Skilled solutions - driven technical desktop professional with 10+ years’ experience providing rapid, comprehensive and client-focused technical support to end-users in the corporate environment.
• Demonstrated capacity to identify root causes of issues through technical knowledge and experience and provide rapid resolutions.
• Skilled at articulating complex technical concepts to users in understandable terms.
• Seasoned in a variety of common operating systems, applications, and hardware with a record of mastering new tools and technologies quickly.
• Seeking to apply my technical experience and expand my current knowledge in the field of internet technologies.

AREAS OF EXPERTISE

• Troubleshooting & Issue Resolution
• Applications Support
• Software installation and configuration
• Imaging and data recovery
• VDI and VPN environments
• Detailed Documentation
• Break Fix

TECHNICAL SKILLS

• CompTIA A+
• Windows 98, 7, XP, 10, Server 2008 R2, Server 2012 R2, Server 2016, Android, iOS
• Dell / HP desktops and notebooks, iPads, iMac, Android Tablets, Printers, Scanners, Digital Projectors
• Microsoft Office, Norton / McAfee Anti-virus, Veritas, Trend Micro OfficeScan,Norton / Symantec Ghost, Symantec Endpoint Protection, Damware, Bomgar, Logmein, GoToAssist, Altiris, Lansweeper, Star, Heat, and remedy ticketing system, Solar Winds event log viewer, GoToAssist, Citrix XenApp, Citrix Workspace Suite, VMware workstation, HyperV.RSA Console, Acronis True Image 10, Cisco IronPort, Microsoft ActiveDirectory, Windows Deployment Services (WDS), Microsoft DeploymentToolkit (MDT), WAIK, Malware bytes, Juniper Odyssey Client, Oracle Virtual
• Box, Citrix ZenApp & ZenDesktop, Autoruns, Microsoft Security Essentials,
• MS Office 2007/2010/2013 , AVG Anti-Virus, McAfee Anti-Virus, Norton AntiVirus, Trend Office Scan, Symantec Endpoint Encryption, Windows Active Directory, Microsoft Exchange, Cisco Iron Port,, Android and Apple IOS devices.
• PCAnywhere, Symantec Ghost 7.0, Power ISO, Norton VPN, Nero Burning ROM, Oracle Virtual Box, VMWare, Citrix Desktop, RSA Console, Hyena, Altiris, Dameware, Bomgar, VPN, Go to assist Remote, Help Star/Heat ticketing system, Solar Winds event log viewer. WIAK, WDS
• Volt Secure e-mail, Bitlocker Recovery Tool, Juniper Odyssey Clien

PROFESSIONAL EXPERIENCE

HELPDESK SUPPORT TECHNICIAN

Confidential, Houston, TX

Responsibilities:

• Provided support for over 250,000 users worldwide.
• Works with business and systems customers to answer questions and resolve problems related to products and services.
• Supported over 400 software applications. • Resolved an average of 22 tickets per day.
• Provide just-in-time training over the phone as needed.
• Diagnose customer technical problems and provide creative solutions and alternatives that meet business needs.
• Quickly identified problem and resolved issues within the required deadline.
• Identified opportunities for process improvement and problem elimination.
• Resolved login issues for remote access VPN and Citrix based clients.
• Good Mobile Enterprise and suite installation and maintenance.
• RSA Console management used to synchronize, unlock, reset, create emergency soft tokens and troubleshoot log in issues for remote users.
• Resolved VDI application and session problems for remote and local users.

DESKTOP SUPPORT TECHNICIAN

Confidential, HOUSTON, TX

Responsibilities:

• Used Altiris and Ghost software to build and deploy images for complete company refresh.
• Created, deleted and maintained users, computers, and organizational units in Active Directory
• Joined users to appropriate domain.
• Efficiently identified and resolved network problems.
• Supported VP and remote users
• Managed user distribution lists and group folder permissions in Active Directory.
• Performed all computer hardware and software upgrades and replacements.
• Assembled and configured new user machines.
• Managed, configured and supported installation of all software.
• Installed and managed phone network.
• Resolved a variety of e-mail issues, including .pst file and profile corruption, shared document conflicts, restoring or archiving missing files.
• Performed break fixes on laptop and desktop computers.
• Used analytical tools to troubleshoot login, installation configuration, and computer performance issues.
• Set up wireless and VPN connections for remote clients.
• Maintained server room, including replacement of switches and routers, running and replacing data and phone cable.

DESKTOP SUPPORT TECHNICIAN

Confidential, HOUSTON, TX

Responsibilities:

• Migrated systems using USMT and Easy Transfer.
• Used WAIK to customize large software deployments.
• Maintained printers which included replacement of fusers and toners, as well as assigning user e-mails to printer.
• Configured VPN for remote clients.
• Diagnosed and reimaged computers infected with malware and viruses.
• Resolved common Outlook mail issues like permission conflicts, archive repair, profile and pst corruption.
• Performed hardware and software upgrades.
• Identified and resolved network slowdowns and disconnects using a variety of tools.
• Used a variety of remote tools to connect to users and servers.
• Handled break fixes on all laptop and desktop pcs.

HELPDESK TECHNICIAN

Confidential, HOUSTON, TX

Responsibilities:

• Acted as service point-of-contact for help-desk, helping to diagnose, troubleshoot, and resolve issues.
• Provided daily technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, and system maintenance.
• Helped transfer help desk requests from e-mail to web-based system
• Assembled desktops. Deployed and configured Windows OS along with Windows Office Suite.