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Desktop Application Support Resume

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

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