TECHNICAL SKILLS

Desktop OS: Windows 10, Windows 7, Windows XP

Software: Microsoft Office 365 (Outlook, Word, Excel, PowerPoint), Virtual Private Networking (Cisco AnyConnect and FortiClient), Internet Explorer / FireFox / Chrome, Microsoft OneDrive

Remote Assist: Windows Remote Assist, Remote Desktop Connection, WebEx, Skype for Business, GoToAssist, Bomgar, Lync, LogMeIn, DameWare

Domain Tools: Active Directory Users and Computers (ADUC), System Center Configuration Manager (SCCM), Exchange Admin Center (EAC)

Call - tracking: IncidentMonitor, Remedy, Help Scout, ServiceNow

Hardware: Break-fix commercial desktops and laptops, Custom-built desktops

Mobile Devices: Android and iOS smartphones

Certifications: CompTIA A+

PROFESSIONAL EXPERIENCE

Confidential, Houston, TX

Technologist II

Responsibilities:

• Added pre-packaged software to users Application Catalog via SCCM console (v1802)
• Collected installation software for 57 applications from multiple users so a different team could package them for SCCM
• Vetted need for Adobe Acrobat for over 200 users, sent to Adobe admin team to provision license, then added the user to the appropriate software collection in SCCM
• Assisted wif compiling non-standard software for nearly 1400 users to determine which software collections they needed to be added
• Imaged HP, Dell and Lenovo computers via SCCM PXE boot
• Assisted users the day after their Windows 10 migration wif various issues including first time log on, printer setup, display configuration, missing software and failed migrations
• Became familiar wif Google G-Suite Enterprise (including Gmail, Google Drive, Google Hangouts, and Google Docs, Sheets, Slides)

Confidential, Houston, TX

Help Desk Analyst

Responsibilities:

• Member of six-person halp desk team supporting over 5000 employees
• Used IncidentMonitor to track user issues received via phone, voicemail, and email (averaging more than 30 tickets per day)
• Supported Operating Systems: Windows 10 version 1709, Windows 7 SP 2
• Supported Software: Office 365/2016, Citrix Receiver, Symantec Endpoint Encryption
• Outlook plugins: WebEx Productivity Tools, ShareFile, and Microsoft Dynamics CRM
• Remote Tools: Remote Desktop, Remote Assistant, and WebEx
• Encrypted, decrypted, and unlocked hard drives protected by Symantec Endpoint Encryption
• Walked users through setting up Microsoft Azure Multi-Factor Authentication for Outlook and email apps on mobile devices
• Reset passwords for Oracle 10.7 and Oracle 11i accounts
• Used Citrix Director to reprofile and restart Citrix sessions
• Administered single sign-on accounts for Ceridian Dayforce HCM
• Used AD to reset domain passwords, unlock and extend domain accounts, add users to security groups, and update contact information
• Processed new user account tickets using AD and EAC creating user name, setting home folder, and determining Office 365 license
• Processed account modification tickets initiating the process of modifying and creating non-AD user accounts by creating tasks for the correct groups and adding the correct security group to AD accounts
• Processed termination tickets which included disabling AD accounts, deleting security groups, hiding email address wif EAC, and kicking off tasks to have all user accounts deactivated
• Imaged and deployed HP EliteDesk 800 series desktops and HP ProBook 650 G2 and EliteBook x360 1030 G2 laptops

Confidential, Houston, TX

Senior Desktop Support

Responsibilities:

• Backup team lead for 13-member “Hyper Care” team, a level 1.5 service desk created to support users newly migrated to Windows 10 and the HP Elite X2 tablet
• Created and assigned trouble tickets via web-based BMC Remedy 9.0
• Resolved MS OneDrive, RSA SecurID soft token, Office 365, and general Windows 10 issues
• Collaboratively created documentation for resolving Microsoft OneDrive duplicate folder and synchronization issues involving modifying the registry
• Collaboratively created documentation for resolving RSA SecurID authentication errors
• Reset passwords and unlocked accounts using Active Directory
• Used RSA Security Console to issue soft tokens to RSA SecurID app on Android & iOS smartphones plus assign physical RSA fobs when needed (used for primary authentication to log in to Confidential ’s domain)
• Imaged dozens of HP Elite X2 tablets wif Windows 10 using Microsoft Deployment Toolkit via bootable USB and network install

Confidential, Houston, TX

Desktop Support Analyst

Responsibilities:

• Sole onsite desktop support at Electronic Power Design’s north Houston facility
• Installed complicated software updates
• Added mailboxes to existing Outlook accounts
• Managed email forwarding using Exchange Management Console
• Initiated hardware inventory
• Configured Scan-to-Email function on networked HP LaserJet CM6030f MFP
• Performed weekly maintenance on Synology 8-bay network attached storage
• Added computers and users to domain via Active Directory
• Set up Exchange and Wi-Fi access on mobile devices
• Remotely supported several other clients using GoToAssist including Sales Engineuity and Methodist Health System Foundation, Inc.
• Rebuilt Outlook profile
• Transferred a badge ID system database
• Communicated wif co-workers through Slack on computer and smartphone
• Tracked tickets via web-based Help Scout

Confidential, Houston, TX

PC Refresh / Asset Management / User Support

Responsibilities:

• Resumed PC Refresh duties as described below expanding to plant sites nationwide now using Dell Latitude E7450 and OptiPlex 7020 computers
• Primary worker on high priority Windows XP remediation project researching why more than 25 assets were still running the outdated OS then:
• Determined if Windows XP assets had software dependencies that required the older operating system and if they could be removed from the network as standalone PC’s
• Escalated to IT Security team if XP computers had to stay on the network
• Scheduled and performed refresh on those machines that could be upgraded
• For standalone scenarios created local user account, removed computer from domain, then deleted computer account in AD
• Responsible for backing up and inventorying returned computers from all co-workers after refresh using PXE boot to WinPE to create an image stored on a server for 30 days