SUMMARY

• I have become extremely noledgeable about Microsoft Word, Outlook, Excel and Lync. VPN connections and remote access are second nature. Team goals are assigned and completed in a timely fashion. I continually educate our office about security awareness issues as well as perform virus remediation. I work daily wif ESET, Dell Data Protection and bitlocker. Wif my ongoing education in Information Security dis is a major focus.
• I wish to advance my career in teh Information Technology security field and lead others. I am seeking a position where I can utilize my education in information security along wif my strong desktop and server repair skills, analysis and
• Expert noledge of support requirements related to teh Windows systems and its peripherals.
• Expert noledge and ability to troubleshoot Microsoft Office applications.
• Advanced noledge of network/server technologies such as Active Directory, DNS, DHCP, TCP/IP, etc.
• Expert noledge and experience of desktop imaging and deployment technology.
• Advanced skills for troubleshooting and problem - solving ability.
• Act proactively and independently, as well as part of a large team.
• Prioritize and document reported issues and resolutions.
• Handle multiple/detailed tasks efficiently and effectively.
• Strong customer service skills.
• Strong verbal and written communication skills.
• Support and configure mobile devices, such as Blackberry’s, iPhones, iPads

PROFESSIONAL EXPERIENCE

Confidential, Houston, TX

Senior Desktop support/Jr. server admin

Responsibilities:

• Ensuring teh rigorous application of information security/information assurance policies, principles, and practices in teh delivery of customer support services.
• Build and manage Windows 10 images.
• Deploy images via Microsoft Deployment Toolkit and SCCM.
• Diagnosing and resolving more difficult problems in response to customer reported incidents.
• Handle escalated work from Tier 1.
• Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
• Managing IT projects as assigned.
• Developing and maintaining problem tracking and resolution databases. (BMC TrackIt)
• Installing, configuring, troubleshooting, and maintaining customer hardware and software.
• Providing customer training.
• Representing teh Business Technology Division’s branch in interactions wif other organizations and private contractors.
• Monitor and resolve various field agent customer concerns
• Communicate wif management, colleagues, contractors, and vendors, to provide successful resolution to customer problems.
• Manage workstation operating systems to include teh troubleshooting and installation of upgrades, patches, and security files.
• Perform workstation maintenance, including troubleshooting hardware failure, resolving workstation issues and problems, and replacing workstation components.
• Windows 7 and 10 imaging
• Setup disk encryption via bitlocker or Dell Data Protection
• Perform password resets (Windows and Checkpoint)
• Install a variety of programs and updates such as Chrome, Adobe Acrobat, Java, Microsoft Office
• Inspect equipment and read order sheets to prepare for customer delivery.
• Provide support via remote access for workstation remote access, network server connectivity, and workstation connectivity including troubleshooting, basic setup, and maintenance.
• Set up equipment for customer use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install switches/UPS’s, various hardware appliances
• Install network and local printers/scanners.
• Answer customer inquiries regarding computer software (Office 2010/16, Exchange, Adobe, etc.) or hardware operation to resolve problems.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain asset tracking /reclamation documentation
• Implement and carry out inventory disposition and deployment and keep inventory database up-to-date.
• Coordinate teh sanitization and disposal of excess equipment according to company policy.

Confidential, Houston, TX

IT Specialist

Responsibilities:

• Diagnosing and resolving more difficult problems in response to customer reported incidents.
• Handle escalated work from Tier 1 technicians.
• Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
• Managing IT projects as assigned.
• Developing and maintaining problem tracking and resolution databases.
• Installing, configuring, troubleshooting, and maintaining customer hardware and software.
• Developing customer service performance requirements.
• Developing and documenting customer support policies, procedures, and standards.
• Providing customer training.
• Ensuring teh rigorous application of information security/information assurance policies, principles, and practices in teh delivery of customer support services.
• Representing teh IT Division’s Customer Services branch in interactions wif other organizations and private contractors.
• Monitor and resolve various regional customer concerns via HP service manager ticket system
• Communicate wif management, colleagues, contractors, vendors and other Federal entities, to provide successful resolution to customer problems.
• Manage workstation operating systems to include teh troubleshooting and installation of upgrades, patches, and security files.
• Perform workstation maintenance, including troubleshooting hardware failure, resolving workstation issues and problems, and replacing workstation components.
• Windows 7 and 8 imaging
• Setup disk encryption.
• Perform password resets (Windows and Checkpoint)
• Download and install a variety of programs and updates such as Firefox, Adobe, Java, Microsoft Office
• Inspect equipment and read order sheets to prepare for customer delivery.
• Perform server system tape backup and restores.
• Provide support via remote access for workstation remote access, network server connectivity, and workstation connectivity including troubleshooting, basic setup, and maintenance.
• Set up equipment for customer use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install switches/routers/UPS’s, various hardware appliances
• Install network and local printers/scanners.
• Answer customer inquiries regarding computer software (Office 2010, Exchange, Adobe, etc.) or hardware operation to resolve problems.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain asset tracking /reclamation documentation
• Implement and carry out inventory disposition and deployment and keep inventory database up-to-date.
• Coordinate teh sanitization and disposal of excess equipment according to property policy.

Confidential, Houston, TX

Information Technology consultant

Responsibilities:

• Perform Windows XP to Windows 7 migrations for various banking institutions and hotels
• Inspect equipment and read order sheets to prepare for customer delivery.
• Install and perform repairs to hardware, including servers, software, or peripheral equipment, following design or installation specifications.
• Set up computer equipment for customer use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Read technical manuals, confer wif customers, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Read trade magazines and technical manuals, or attend conferences and seminars to maintain noledge of hardware and software.
• Coordinate software system installation and monitor equipment functioning to ensure specifications are met.
• Perform site surveys to determine feasibility and/or placement of wireless access points.

Confidential, Houston, TX

Information Technology consultant

Responsibilities:

• Manage others when in teh position of team lead, track assets for deployment and returns.
• Perform Windows XP to Windows 7 migrations for various banking institutions and large retail stores such as Wells Fargo, Target, and Kmart.
• Complete IT system installs for new retail stores such as AT&T/Aio Wireless
• Setup disk encryption.
• Inspect equipment and read order sheets to prepare for customer delivery.
• Perform system backup and restores.
• Set up equipment for customer use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install and configure switches/routers/SonicWall firewall appliances
• Install network and local printers/scanners.
• Answer customer inquiries regarding computer software (Office 2010, Exchange, etc. ) or hardware operation to resolve problems.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Maintain asset tracking /reclamation documentation
• Read technical manuals, confer wif customers, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

Confidential, Houston, TX

Information Technology consultant

Responsibilities:

• Perform site surveys to determine feasibility and/or placement of wireless access points
• Perform Windows XP to Windows 7 migrations for various banking institutions and hotels
• Inspect equipment and read order sheets to prepare for customer delivery.
• Install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Set up equipment for customer use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Read technical manuals, confer wif customers, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Read trade magazines and technical manuals, or attend conferences and seminars to maintain noledge of hardware and software.
• Coordinate software system installation and monitor equipment functioning to ensure specifications are met.
• Install and configure network devices such as firewalls, switches, wireless routers, etc.

Confidential, Humble, TX

Parts/Service Management

Responsibilities:

• Assigned and coordinated workflow of assigned staff as a technical working manager.
• Manage day to day activities of a small automotive dealership
• Provided technical guidance on problem definition and resolution.
• Supervises, trains, and mentors a staff of skilled automotive professionals
• Analyzed status reports to develop and implement corrective plans.
• Meet and greet customers
• Enter service tickets into ADP Dealer Services software
• Assign tickets to best technician
• Oversee proper vehicle repairs
• Lookup parts via ADP and Suzuki Parts system
• Order parts, Maintain inventory, Achieve monthly goals.
• Promoted individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department goals which contribute to teh success of teh dealership; serves as preceptor, mentor, and resource to less experienced staff.
• Plan and assign work to be accomplished by subordinates; give advice, counsel and instruction on administrative matters; interview candidates for positions; recommend appointments, promotions, and/or reassignments; hear and resolve employee complaints; refer group grievances and more serious unresolved complaints to higher level management; effect minor disciplinary measures; identifie training needs; improve productivity; increase work quality; develop performance standards; and evaluate work performance.

Confidential, Waller, TX

Information Technology consultant

Responsibilities:

• Coordinate software system installation and monitor equipment functioning to ensure specifications are met.
• Analyze information to determine, recommend, and plan computer specifications and layouts, and peripheral equipment modifications.
• Build workstations/servers/pc's from components.
• Configure network devices such as firewalls, switches, wireless routers, etc
• Train customers to use new or modified equipment.
• Recommend purchase of equipment.
• Answer customer inquiries regarding computer software or hardware operation to resolve problems.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Oversee teh daily performance of computer systems.
• Set up equipment for customer use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Read technical manuals, confer wif customers, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Read trade magazines and technical manuals, or attend conferences and seminars to maintain noledge of hardware and software.
• Inspect equipment and read order sheets to prepare for customer delivery.
• Educate customers and promote security awareness to ensure system security.
• Monitor current reports of computer viruses to determine when to update virus protection systems.
• Modify computer security files to incorporate new software, correct errors, or change individual access status

TECHNICAL SKILLS

Operating Systems: Windows 2000, XP, Vista, Windows 7, Windows 8, Windows server 2003,2008,2012 and Linux.

Software: MS Office (Word, Excel, Outlook, PowerPoint, Visio), Exchange server, Active Directory, Symantec/Norton Ghost, Adobe Acrobat, GoToAssist, Citrix, Dell Open manage, DHCP, TCP/IP, VPN, DNS, Symantec Antivirus, McAfee, Oracle VirtualBox, C++, Visual basic, Microsoft deployment services, HP service manager ticketing system, Blackberry manager, Checkpoint Endpoint Security, FACTS, OASIS, TURBO EIR

Hardware: Handheld devices (Blackberry, Most Android devices, Windows Phones), Dell & HP laptops, desktops and most other brands, Switches, Routers, Ethernet cabling, Scanners, Printers, Motherboards, Hard drives, Memory, Processors, Wyse thin clients