SUMMARY:

Self - taught, highly motivated, and detail-oriented IT systems administrator with the communication and problem-solving skills necessary to effectively interact with users and management to resolve issues. Seeking new position that will allow me to continue grow my skill set.

TECHNICAL EXPERIENCE:

Software: Azure AD, Adobe Forms, Intune, Powershell Scripting, MDM, MS Forms and Power Automate, Exchange Online, eDiscovery, Office 365

Ticketing: Datto/Autotask PSA, Confidential ’s Clearvision

WORK EXPERIENCE:

Confidential

O365 Premier Ambassador

Responsibilities:

• As a Premier engineer, handles incoming M365 support cases from Premier tier admins that are sent to Microsoft. Triages and addresses cases within our scope of support and moves cases that are not within that scope.
• Engages admins and occasionally end users to gather relevant troubleshooting information, then engages internal documentation, web searches, and internal support team to drive towards solutions or escalations with Microsoft
• Very familiar with normal Microsoft processes for troubleshooting O365 issues
• Assists team leader with helping newer ambassadors, and providing troubleshooting/procedure guidance to all members of the team
• Noted as one of the quickest new ambassadors to achieve my level of performance in the entire Premier program at Zones

Confidential, Houston, TX

IT Specialist

Responsibilities:

• Position was created to assist new IT manager with taking over all IT responsibilities from an MSP previously contracted by the company - department was just a two-person crew, no plans to expand. My manager and I were responsible for around 300 users, 170 PCs and 50 mobile devices. User base was mostly remote, scattered between 15 different district offices across the country. User base was using all cloud-based services.
• Implemented new ticketing system for tracking of issues, and Remote Management Tool to support end users (Datto RMM). Took the lead on creating automated tools in our RMM to implement often used fixes/installations.
• Created and maintained documentation for end users as well as created and maintained our documentation library for the IT department.
• Completed project to join user devices to AzureAD and an aggressive device refresh schedule to get the company ready for the retirement of Windows 7. This was about a 3 to 4-month push.
• Managed project to replace third party cloud file system provider with Sharepoint Online. This included creating dynamic group assignments from scratch in AzureAD, as well as creating a schedule to migrate users to Sharepoint and OneDrive for business.
• Took the lead on implementation of Intune management for Windows devices - this included joining devices to Intune, as well as most planning and all creation and testing and implementation of policies
• Assisted manager with project to implement Mobile Device Management on company owned mobile devices.
• Assisted many departments with creation of interactive PDF forms or Microsoft Forms in place of written on forms that are scanned and returned.
• Managed badge access software controller for multiple sites
• Coordinated printer repairs through 3rd party vendor, as well as remote configures printers.

Confidential, Houston, TX

Field Team Lead

Responsibilities:

• Working from a home office without direct supervision, acts as an assistant manager overseeing the Houston, Austin, San Antonio areas, while reporting to a remote manager.
• Trains new hires in internal processes and processes for our different clients. Acts as an SME for all techs in onsite and remote support of accounts.
• Oversees scheduling and work queues of techs throughout the service area to meet SLA deadlines or project manager needs and minimize costs.
• Monitors open work orders for process compliance and coaches technicians as needed.
• Contacts clients to schedule service, whether for in-person with one of the other techs, or remote service by me.
• Maintains relationships with onsite contacts for various accounts to better follow up on our service and outstanding issues.
• Uses various remote access tools and/or support documentation to resolve issues remotely in order to minimize on-site dispatches when possible.
• Communicate with users to better triage an issue before sending a tech onsite.
• Goes onsite for support cases as needed to assist other techs.
• Continues to conduct all activities in previous role of Analyst.

Confidential, Houston, TX

Field Services Analyst

Responsibilities:

• Conducted breakfix-support, as well as imaging and network configuration on workstations, printers, and POS systems at numerous retail and financial locations across the Houston metro area.
• Coordinated work and part requests through ticketing system.
• Troubleshoot faulty equipment according to internal documentation and user manuals.
• Recommended updates and changes to processes based on observed failures or difficulties.
• Developed and maintained relationships with onsite managers of client sites and communicates findings.
• Assisted less-experienced peers with guidance on internal processes and troubleshooting techniques.
• Acted as a dedicated resource for several corporate offices in the Houston area - this included being a point of contact for office managers, planning office IT projects, and coordinating replacement of user computers.

Confidential, Houston, TX

On-site Technician

Responsibilities:

• Performed on-site end user IT support for a site of 200+ users - IMAC, backups of user systems, troubleshooting hardware and software issues - via tickets dispatched from the help desk.
• Addressed multiple user issues concurrently, collects user data, escalates to the proper teams as necessary, and tracks resolution of user issues. This was done by email, phone, Lync and in person.
• Coordinated repair of computer assets and delivery of replacement parts through Dell and HP.
• Advised site admins on technical issues and procedures.
• Tested and advised changes to desktop support procedures for Confidential ’s AECOM client managers.
• Maintained inventory of used and loaner PC devices.
• Performed maintenance of user/computer accounts in Active Directory, resetting of passwords and the like.
• Assisted AECOM IT Project managers and IT Infrastructure employees as needed onsite with site surveys and maintenance tasks on server/backup equipment.
• Played an integral part in closing the business site when the user base was moved to a different work site. Worked alongside the move coordinators and the IT project manager to make sure things went smoothly for users, their equipment, and the site IT infrastructure.

Confidential, Houston, TX

Field Services Technician

Responsibilities:

• Conducts break-fix support, as well as imaging and network configuration, on workstations, printers, and POS systems at numerous retail and banking locations across the Houston metro area.
• Coordinates work and part requests through ticketing system.
• Troubleshoots faulty equipment according to internal documentation and user manuals.
• Recommends updates and changes to processes based on observed failures or difficulties.
• Develops and maintains relationships with onsite managers of client sites and communicates findings.
• Assists less-experienced peers with guidance on internal processes and troubleshooting techniques and information.

Confidential, Houston, TX

Field Technology Specialist

Responsibilities:

• Coordinated IT support for store construction projects across the Texas-Louisiana region and travelled to assist in person when necessary.
• Acted as an SME to other local techs on issues that might arise during store construction projects or the deployment of new technologies in stores.
• Worked with management to cover any potential gaps in meeting our region’s support or deployment deadlines.
• Collected survey data in stores to support future implementations and participated in testing cycles of new hardware and software technologies.
• Responsible for IT asset lifecycle of 18 different stores in Houston area.
• Responsible for compliance in those stores with a quarterly functional and security IT audit, as well as conducting monthly visits to each store.
• Communicated solutions to new known issues to all store managers and provided onsite and remote support to store issues as needed.
• Assisted store teams in communicating issues to the company Tech Support team.