SUMMARY

• 10+ years of experience in Phone, Desktop, Helpdesk, and Server support
• Over 2 Year of Database Administration experience.
• Proficient in high call volume settings, customer service, computer hardware, software repair. and diagnostics
• Performed different roles including IT Administrator, Help Desk Analyst I - III, IT Support Tech I-III, Project Manager, Asset Recovery Manager, Jr. Database Administrator, Imaging Administrator, Server Admin, Server tester, and Hardware Audit Specialist
• Gained knowledge and working experience through work experience, certifications, independent study, and independent professional projects

TECHNICAL SKILLS

Operating Systems: Windows 7/8/9/10, Windows Vista/XP/2003 Server/2000/9x/Me/NT, All Mac operating systems.

Hardware: iPhone, iPad, Android Devices, Blackberry Devices, Sprint & Verizon Air Cards

Programs and Applications: Office 365, SharePoint, AppRiver, QuickBooks, Autotask, ConnectWise, Shadow Protect, Active Directory, Microsoft Exchange, SCCM, CUCDM (Cisco Phone Management), Service Now, RSA, Remedy, VIP Access, Lotus Notes, MAAS 360, Mobile Iron, SQL Server 2012-14/16, Microsoft Office Suite 97-2016, Citrix Neighborhood, Cisco VPN, IP Communicator, and other Adobe products.

PROFESSIONAL EXPERIENCE

Confidential

IT Administrator/Desktop Support

Responsibilities:

• Managed different projects pertaining to computer deployments, distribution, scheduling, and data retention.
• Created/Retained/Pushed images in SCCM.
• Deployed Applications via SCCM.
• Active Directory Administrator
• Updated peripheral devices firmware (T-130)
• Provided cell phone support via MAAS 360 (Verizon)
• Lotus Notes Administrator
• Office 365 Exchange Admin
• Office 365 implementation training & support
• Worked and created tickets in Service Now
• Created new user in VIP Access (VPN App)
• Provided IT support for 200+ users.

Confidential

Computer Technician (IT Administrator)

Responsibilities:

• Consulted and advised businesses on best IT practices
• Office 365 Exchange Admin (users, mailbox, groups, distro lists, and permissions)
• Provided support to over 20 different companies
• Research & Procurement of Computers and Peripherals
• Network Security Administrator (Switches and WAP)
• Blacklist domains, email, and IP addresses in AppRiver
• Active Directory Administrator
• SharePoint Administrator
• Ordered, Setup and configured new laptops and desktops
• Proficient in ConnectWise
• 8X8 Phone Systems Administrator
• Proficient in Autotask
• QuickBooks Administrator
• Proficient in Shadow Protect
• Server Administrator
• Printer support and configuration
• Configured Egnyte Active Sync program
• Installed different Adobe Products via Creative Suite
• Backed up and migrated data
• Troubleshoot VPN issues
• Setup and troubleshoot Outlook 2016 & 365

Confidential

Help Desk II\Assistant Asset Recovery Manager

Responsibilities:

• Created users in Active Directory
• Modified users, groups, and permissions in AD
• Reset users passwords in AD
• Created and Distributed RSA Tokens
• Installed RSA token on peripherals
• Managed Avaya and Cisco VOIP Phones
• Migrated, Modified, and Created new user profiles and reset voicemail pins in CUCDM (Cisco Unified Communications Domain Manager)
• Implemented Asset Recovery project plans
• Managed computer assets & logistics
• Trained new employees and users on recovery processes & different Microsoft software.
• Reset users Cisco phone voicemail pin
• Configured and maintained network printers
• Managed created, and routed tickets in ISM (IBM Ticketing System)
• Created documentation regarding ticket resolutions
• Managed, created, and routed tickets in Service Now
• Reset users Lotus Notes password
• Installed Lotus Notes File ID
• Recovered Bit-locker Pins
• Migrated and transferred files from One Drive from one pc to another pc

Confidential, Houston, TX

Lead IT Support Tech\Jr. Database Admin

Responsibilities:

• Managed Helpdesk
• Lead contact for Tech Support and responsible for maintenance for all computers on location.
• Created, Resolved, and Manage tickets
• Resolved tickets by troubleshooting issues via workplace or remote
• Optimized problematic queries
• Backed-up and managed Databases
• Optimized and Created Database Objects: Tables, Stored Procedures, Triggers, Indexes, and Views
• Deployed Pc’s, Laptops, and Peripherals
• Responsible for honoring ETA’s with executives and administrators
• Managed logistics and Inventory
• Created deployment processes

Confidential, Houston, TX

Technical Support Analyst

Responsibilities:

• Managed small deployment projects.
• Provided tech support for mobile devices (IPhone, IPad, etc.) via help-desk.
• Responsible for logistics and managing inventory.
• Scheduled time with Clients to provide them with selected devices.
• Reprogrammed IPhone’s for new service.
• Backed up Client’s data.
• Re-installed Client’s data on new device.
• Created documentation solely upon problems and solutions.

Confidential, Houston, TX

IT Support Technician

Responsibilities:

• Active Directory Management
• Managed small deployment projects
• Performed Windows 7 Migration
• Created Windows 7 32 & 64bit images for laptops and desktops
• Revised the Windows 7 image when updates was needed with Symantec (Ghost & Altiris)
• Pushed software from Symantec Altiris
• Provided remote and over the phone support
• Completed tickets in ticketing system
• Troubleshot mobile devices (iPhone, Android, smartphones)
• Provided customer service to Executive, Administrators, and Students
• Acted as customer service trainer
• Created test environments
• Troubleshot virtual environments
• Completed documentation on re-occurring issues
• Backed up user’s files, profiles, and re-imaged Computers

Confidential

IT Administrator

Responsibilities:

• Create groups, contacts, users in AD
• Email Migration
• Setting up new computers for users
• Remote Support Services
• Re-Imaged PC's
• Backed up PC's

Confidential, Houston, TX

Help Desk Tier / PC Deployment Lead

Responsibilities:

• Implemented, trained and tutored end users on new Operating Systems and Microsoft Office 2007 - Word, Excel, Power Point
• Password reset for Blackberries and sync blackberries with user mail boxes.
• Support Avaya phones,
• Changed IP Addresses,
• Unlocked and Changed Passwords in Active Directory.
• Created configured, and maintained a print server containing various Hp, Dell and Toshiba printers.
• Installed standard images on various Hp and Dell computers.
• Complete over 75 help desk tickets a week.
• Supported several end users and computer problems over the phone and in person.
• Created virtual machines.
• Checked network connectivity on desktop, laptops, routers, and servers.
• Replaced bad routers.
• Data management on servers.
• Allowed certain permissions to selected users to selected mailboxes, printers, and drives.
• Issued help desk tickets and set priority levels.
• Troubleshot and replaced bad hardware on printers, desktop, laptops, and servers.
• Created an automatic file backup script to expedite file backup processes.
• Mapped IP printers, scanners, and drives.
• Provided documentation of solutions for all completed tickets step by step.
• Re-imaged computers using Ghost and making images from computers.
• Safely leader and made others aware of safety rules.
• Maintained several Mac computers.