SUMMARY:

• My objectives have always been to become the best and then exceed it. Each moment we change. L et's make it a good one.

PROFESSIONAL EXPERIENCE:

Desktop Support T echnician

Confidential, Fort Worth, TX

Responsibilities:

• I currently analyze, diagnose, and resolve Office 2013/2007, Win 7 and XP user service requests. Keep well documented and updated case notes on all tick ets daily .
• P rovide daily communication to clients on outstanding ticket status. Work collaboratively wif other team members, partners, and vendors to resolve client requests. Install, repair, upgrade, and configure new or existing desktop, laptop, and mobile devices.
• Analysis of network connections and wiring of port to switch. Analysis, diagnosis and resolution of printer problems to include toner replacement, ordering of supplies, and escalating service calls for vendor repair when applicable.
• Hardware procurement through eStore to support appropriate IT requirements. Facilitate hardware RMA pr ocess wif OEM via applicable war ranty .
• Maintain current and accurate hardware inventory lists for desktop computers, printers, and minimum IT spare hardware at a site. Ensure business operations computer and software support including multiple Flight programs and softwar e. Classroom computer and software support including overhead projector installation and bulb replacement.
• Develop technical noledge of each system wifin the company portfolio and develop specialized noledge of certain nominated areas.
• Coordinate wif Manager of Deskside Support, R egional IT Managers and 3rd T ier support in performing maintenance and updates to local network and server infrastructure.
• Maintain adequate noledge of operating systems and application software used to provide a high level of support. Adaptation to an on - call schedule wif overtime as needed. Complete other tasks as required.

Desktop Support T echnician

Confidential, Fort Worth, TX

Responsibilities:

• Upgrade all computers fr om windows 7/ Office 2013 to windows 10 / Office 2016/365 and teams. Imaging new computers and re-image current in warranty computers for users and backstock using SCCM and scripts.
• Inventory of computers, monitors and other equipment.
• Assist users wif all issues of Office 2013/2016/365. Setup and tear down of desks when needed.
• Used tick eting system to k eep track of all tick ets and inventory .

Lan T ech/Desktop Support

Confidential, Bedford, TX

Responsibilities:

• P rovide support for SNC PC applications (MS Office, MS Outlook, Crystal R eports, etc.)
• Analyze, diagnose, and resolve user PC/Laptop, handheld devices hardware and software problems.
• Support corporate administrative users of W indows PCs, thin clients, laptops, tablets and handheld devices
• P urchase, configur e, and install PCs, laptops, handheld devices, and related equipment Maintain hardware and software inventory records
• Coach/train users one-on-one and in small groups regarding effective use of PC hardware and software in a W indows environment
• Evaluate and implement new PC software for all departments T rack sof twar e licenses.
• P rovide day-day support for printers, copiers, automated signature machine and fax machines. W ork wif vendors and other secondary support

Corporate IT Helpdesk Specialist

CONFIDENTIAL, Confidential, TX

Responsibilities:

• P rovided technical support to all DR Horton (Emerald, Express, Cr own, R egent, P acific Ridge Homes, Cobblestone golf course, F ounders Oil and gas) employees, for all technology related issues, ensuring pr oper documentation for each interaction and escalation when necessary .
• P rovided support for Microsoft W indows 7/8/10 Operating Systems including imaging computers/ tablets/ISO's, Microsoft Active Directory, Microsoft SCCM, Microsoft Exchange 2007/2010/2012, Microsoft Lync/Sk ype, Microsoft P rint Services/Branch P rinting, Microsoft Office 2007/2010/2013/2016/ Office365, Microsoft Security Essentials, W ebsense Endpoint, Avecto P rivacy Guar d, JDEdwards, Avaya by way of R Admin and VNC or RDP, Administered user accounts for several different directories
• Executive support contact for the L egal department, VP of Operations and direct contact for F ounders Oil and Gas and Cobblestone. W as the go-to person for PowerPivot/Ex cel, SQL server installs and upgrades and all related issues
• R esearched and resolved all hardware and software application problems including editing the registry, Documented and tracked the details of the problem, both status and resolution, wifin the halp desk tracking wif Cherwell, follow through and communicated wif the user while working the problem and ensured successful and timely completion of the problem and work or der .
• P r ovided assistance wif division office moves. T raveled to division offices for computer r efr eshes and ISO installs.
• Selected and trained as the account administrator for New F ileCloud software for corporation. Entailed compiling of all documents. Building training manuals and training all halpdesk personnel on usage of software and creation and administration of new accounts.
• Selected and trained as the account administrator for Docusphere integration to Cherwell. Managed accounts per missions for all access of Docuspher e. T rained halpdesk L eads as back ups.

IT Systems Support Specialist

CONFIDENTIAL, Decatur, TX

Responsibilities:

• Provided 1st and 2nd and 3rd level technical support and computer builds for 3 hospitals to all Hospital Staff, 5 Dialysis Clinics, 2 Cancer Centers, 2 Surgery Centers, 5 Bariatric Centers, 9 WCCA Clinics, for all technology related issues, ensuring proper documentation for each interaction and escalation when necessary . R esolved all issues using standar d practices, pr ocedur es and company appr oved tr oubleshooting tools and workflow pr ocesses including using BMC T rack-IT for tick eting, AD accounts, AS-400, DameWar e,
• R emote Desktop, All aspects of Citrix, VPN, OWA, iPad, Apple iMacs,
• Developed a new process to put WIN7 PE on Hard Disk and Compaq Flash, built computers fr om parts or imaged or created images for all makes and models of desktops and laptops
• Supported a Microsoft environment that includes W indows Xp, W indows 7, Outlook, Damewar e, A cr onis imaging, T rack-IT, and Spark, All types of Medical Siemens Sof twar e, Micr osof t W or d, Ex cel, and Outlook versions 2002 thru 2010.

Global T echnical Support Analyst/Lead POC

Confidential - Fort Worth, Tx

Responsibilities:

• Supervised all night functions of the Global Service Desk including monitoring service ques and employees using CMS Supervisor T ools
• P rovided 1st and 2nd level technical support to end users for technology related issues, ensuring pr oper documentation for each interaction and escalated when necessary .
• R ecognized and took action when escalation and de-escalation is required for critical and urgent cases and followed designated customer procedure
• Perfor med or guided users globally through the installation of hardwar e/sof tware and networking components on their personal/company computer to meet computer needs. Used Service-Now for all ticketing supporting over 385 applications wif over 2500 categories and over 2600 subcategories. Used Citrix Xenapp, AS/400, Neoteris, Bomgar, remote access, ATT net-client Vpn, L eap, OWA, RSA, R adius, IDManager, Outlook, W inXP, W in7, Office, iPad, Zscope, Avaya, for all technical issues.
• Diagnosed and troubleshoot problems wif individual or multiple computer systems in order to maintain pr oper functioning and r esolved issues of comple xity .
• T rained users accor ding to technical r elease and security standar ds of the Global Service Desk
• P rovided daily customer service, administrative, operational and coordination support to the related department.
• R esolved all issues using standard practices, procedures and company approved troubleshooting tools and workflow processes including AD accounts, RSA tokens, R adius, Neoteris remote access, ATT Net-client VPN, L eap, OW A
• Supported a Microsoft environment that includes W indows Xp, W indows 7, Outlook, Bomgar, SCCM, Service-Now, CSSM T ools, A vaya Utilized Micr osof t W or d, and Outlook versions 2002 thru 2010.

IT Manager/ Legal Assistant

Confidential Azle, Tx

Responsibilities:

• Implemented Network wif broadband and firewall, halped redesign a Microsoft dbase program using F ront
• P age, Access, and Wor d
• Managed all office functions including the pr ocessing of Civil, Criminal, T raffic, motions for continuance and wifdrawals, simple decrees of divorce, wills, PO A's, court settings, entering new client information into the database, communicating wif clients and 714 different courts in a legal, professional and technical manner .
• Utilized P r o-Doc, Microsoft Word, and Outlook versions 98 - 2010, for documents between courts, attorneys and clients. Installed and upgraded all applications and hardware for entire office network and PC's to Microsoft XP and Office P rofessional. Created, edited and maintained for ms in MS Access Database.

Senior T echnical Support Specialist

Confidential - Westlake, Tx

Responsibilities:

• Implemented a new job assignment by combining R etention and T echnical Support
• Coined Slogan "Can You Hear Me Now". Invented PD A Card Swipe wif text balance to phone program that is proposed to generate in excess of $1 Billion wifin 5 years.
• Effectively communicated wif customers regarding handset issues, including programming, roaming issues, store tech support and general customer care training.
• R esponsible for keeping customers wif the company by utilizing customer care skills, used L otus V.5, Microsoft Outlook, CCSD tools, Multiple W ebsites for information on phone programming

Senior Computer Operator/Help Desk Analyst

Confidential, Confidential, Tx

Responsibilities:

• Managed an AS/400 mod D80, then converted to a 535 Black box., two Siemens lasers, a 2050, 2075 and 2
• IBM 4245 impacts, PC's workstation applications, Certified for Operation on Oce' P rinters
• Modified system configurations to optimize performance on both systems,
• Incr eased production run time by more TEMPthan four hours
• R an nightly processing ensuring all jobs finished correctly Interfaced wif programmers and CE techs, to correct problems,
• Analyzed schedule for impact to processing time and deliver analysis,
• P rovided written turnover using Word, Excel and documented all problems in database and log, escalate problems as necessary to support, organizations and appropriate levels of management
• Managed system and made adjustments as needed on PC's workstation applications, printers, AS/400 problems
• P rocessed all reports, entered user requests using HEAT for all tracking and tech. R epair on all devices.

Computer Operator

Confidential, Fort Worth, Tx

Responsibilities:

• Managed multiple AS/400's, Modified system configurations to optimize performance
• Analyzed schedule for impact to processing time
• P rovided written turnover using MS wor d and documented all problems in database and log, escalate problems as necessary to support, organizations and appropriate levels of management
• Monitored system and made adjustments as needed on PC's workstation applications, printers,

Computer Operator

Confidential

Responsibilities:

• Managed a multi-platfor m system wif several AS/400s, models C20, F70, B70, F80, T rained on RS/6000, UNIX using AIX and Qmaster .
• Monitored system ensuring controllers and all peripheral stayed active. R an nightly processing ensuring all jobs finished corr ectly . Analyzed schedule for impact to pr ocessing time and deliver analysis
• P rovided written turnover using MS wor d or WordP erfect. Documentation of all problems in database and log. Escalate problems as necessary to support organizations and appropriate levels of management. Interfaced wif programmers and CE techs. T o correct problems setup of dumb terminals and PC's that included using patch panels while resolving technical questions regarding systems, printed all reports on ; IBM 4245, 5252, or Siemens continuous laser 9000 series
• Perfor med nightly and weekend backups using 3490 drives Used Xcellenet for uploading and downloading of warehouses over the network via. Satellite. Used Ms Word, CC mail, L otus Notes V.4, Quattr o - P r o, W or dP erfect 6.0, and several other P .C. pr ograms to cr eate and update departmental documentation.
• Monitor ed nightly pr oduction on DOS/VSE/SP . Called the company or pr ogrammer that r elated to program if production jobs canceled.
• Mounted and filed tapes and responded to messages on the console using TSO & TMS. P rinted all reports, sorted and distributed to appropriate locations