TECHNICAL SKILLS

• supporting, Windows 10/8.1/7/XP/ 2012/2008/2003 , Lotus Notes, AD/SCCM, Altiris, BackupExec, McAfee/EPO, Bigfix, Netop, Dameware, RDP
• Terminal Server, Exchange 03/07/2010, MS Office 03/07/2010/2013/2016 , Oracle, APX, RSA/VPN, Citrix, VMWare, Symantec Endpoint
• Lumension Endpoint, WhatsUp Gold, Heat, HelpStar, Magic, VI Service Desk, ServiceNow, Landesk, DHCP, Trendmicro, Avaya VPN
• Cisco Call Manager/Anyconnect, Solar Winds, Veeam Backup Restore, Kace management/patching, Acronis, SAP, MS Sharepoint, Sophos Antivirus
• Fireamp, VNC Remote, Airwatch Encryption, Mitel, Raptor, Hitachi Projectors, Diamond wireless, MS Surface, MS OneNote
• MS Office 365/OneDrive, ActionTec, Starboard, Smart/Eno board, Cisco One - X Call Agent, Remedy

PROFESSIONAL EXPERIENCE

Desktop Application Support

Confidential

Responsibilities:

• Provide technical support for CPChem employees and contractors at the Cedar Bayou plant and site facilities
• Provide hands-on deskside/remote support for CPChem staff at the Cedar Bayou Admin Office/plant, sites
• Maintain ticket and change incident tasks queues using Remedy ticketing system
• Work with CPChem support teams: Helpdesk, Software, Server/Network, Security/PCN for incident escalation
• Provide support for plant apps: Adobe, Aspen, Autocad, Cadworx, Fastlook, Emerson, MSOffice, NWA, HCE, ect
• Assist with unlisted application requests & worked with Requestors/Licensing/Packaging teams on requirements
• Provide Server Support for licensing and connectivity issues with Plant-wide Application and Lab servers
• Work with vendor support (Aspen and Atlas Spectrum) for application issues with Aspen, Autocad/Cadworx
• Assist the local desktop team at the Cedar Bayou site/plant for Windows10 life-cycle deployment refresh project
• Reimage T480-T490 series IBM Lenovo laptops as replacements/loaners for CPChem staff to Win10 using SCCM
• Deploy company applications to customer systems using SCCM, Windows Software Center, Network Share
• Work with security group owners for adding access to users to security groups for network folder/file share access
• Work with data management teams to move user’s network drives on servers or to other site servers
• Assist local desktop team with inventory of new and existing equipment with allocating assets in Daas
• Provide hardware support for network printers as needed with toner/imaging drum/fuser/service kit replacements
• Provide conference room support for large-screen monitors, projectors, and wireless Clickshare devices as needed

Sr. Helpdesk Analyst

Confidential

Responsibilities:

• Provided level I/II technical support for Confidential (LZ) employees and contractor walk-ups at the Solutions Desk
• Provided hands-on deskside/remote support for Confidential staff at the Deer Park Admin Offices/plant, Bayport site
• Maintained ticket incident and daily tasks queue and Solutions Center queues using ServiceNow ticketing system
• Provided ACD call remote support using Cisco One-X Call Agent for Confidential customers at remote global sites
• Cross-worked with LZ global support team: Communication, Software, Network/Server, L3 for incident escalation
• Assisted the local technology team at the Deer Park site and plant for new Windows 10 Daas deployments project
• Reimaged new HP EliteBook laptops/Pro desktop minis or existing machines to Win 10 using automated SCCM
• Prepared new HP laptops/desktop for manual Win 10 deployment via SCCM and as Kiosk stations as needed
• Assisted customers with data migration from local computer to Onedrive for computer replacement upgrade
• Deployed company applications to customer systems using SCCM, Windows Software Center, company network
• Provided support for company applications: MS Office 2016/365, SAP S/4 Hana 6.5, Autodesk, PI, Power BI, ect
• Performed customer user password resets/unlock functions and access/hardware requests using ServiceNow
• Performed admin duties in AD: added users to sec groups for file/share access, moved pc accts to OUs for policies
• Provided warranty support for HP equipment and contacted and worked with HP for service and repair
• Provided support for connectivity for conference computers to Smartboard interactive board and projectors A/V
• Assisted local tech team with inventory of new and existing equipment with allocating assets in ServiceNow
• Provided mobile support for staff of enrollment/setup of cell phones in Intune portal app for LZ email for CYOD

Campus Support Technician

Confidential

Responsibilities:

• Provided technical support to district faculty and staff for the Elementary, Junior High, and High School campuses
• Managed and maintained daily tasks, workorders, and inventory using Eduphoria ticketing system and OneNote
• Provided support for district applications: MS Office 2016 and Microsoft Windows 7/10 Operating Systems
• Provided hardware repair for non-warranty HP stream and Dell laptops and replaced as needed
• Supported front office Raptor badge scanning systems and worked with Raptor technical support as needed
• Provided Audio visual repair support for all district campus classroom Cisco phones and Hitachi projectors
• Provided support for connectivity for classroom computers or MS Surfaces to interactive boards projectors
• Worked with Technology team and Microsoft on classroom connectivity issues for MS Surfaces to projectors
• Assisted users with data migration from local computer to Onedrive for computer reimage or replacement
• Imaged student laptops and computer labs as break/fix or refresh at HS, JH, and Elementary campuses to Win 10
• Provided phone and remote support for district technical issues and resolved remotely using SCCM
• Coordinated with Kubacak campus for Windows updates, Win10 build rollouts, Network/Internet outages, testing
• Performed administrative functions on AD user and computer/server accounts, reset user passwords as needed
• Worked with network team in reactivating ports on Cisco switches for computer or Cisco IP phones connectivity
• Provided support for all campus network HP/Brother/MFC printers and worked with tech team/vendor for repairs

IT Support Technician

Confidential

Responsibilities:

• Provided primary IT support hands-on or remotely for the KAI Business units: Eval, Septon, Poval, corp offices
• Imaged, configure, and deploy Win 10/8.1/7 Dell systems for new and existing users for all offices
• Provided hardware support for Dell/HP/Sharp equipment and coordinate with service vendors for repair work
• Assisted in creating and maintaining user accounts/mailboxes in AD/Exchange user access to network drives/files
• Assisted with mobile support of laptops and mobile iPphones and with wifi connectivity and encryption security
• Supported Plant Applications - Exaquantum, TrendMiner, LabWorks, ChemCad, Apprion/ExacqVision Cameras
• Worked trouble tickets using Sharepoint with individual and IT group queues and maintain SLAs
• Utilized change management system in Sharepoint maintaining change requests for system and network changes
• Supported company and plant network system for outages and escalate to appropriate vendors for resolution
• Coordinated with vendors for network cabling and wiring installation for network and phone equipment
• Provided installation and support for company wide Dell/HP/Sharp printers/copiers
• Assisted with deploying images/windows updates to systems with Kace management system or Acronis
• Provided support for setting up Cisco desk IP phones and vmail boxes in Call Manager
• Performed network data restores to files and mailboxes with VM/Veeam Backup and Restore and Acronis servers
• Monitored servers and network equipment using Solar Winds and assist with installing servers as needed
• Supported users that work from home and travel abroad to KAI Europe and Japan offices using Anyconnect Vpn
• Assisted with inventory of all equipment and performed surplus as needed
• Purchased IT equipment for the Eval and Poval sites using SAP and submit POs for equipment and vendor work
• Assisted the team with maintaining our Data Center at our Disaster Recovery site
• Performed security audit of office and plant sites for network vulnerabilities as needed physically or using Sophos