SUMMARY:

• Excellent written and verbal communication skills
• Managed high - profile projects across multiple lines of business.
• Built good relationships between project teams and vendors.
• Coached and mentored potential new hires.
• Solved complex support issues engaging multiple technical teams if necessary.
• Met with management to discuss new strategies for streamlining desktop support procedures.

PROFESSIONAL EXPERIENCE:

Project Manager

Confidential

Responsibilities:

• Migration to the Hosted Virtual Desktop (HVD) environment for Real Estate Services to the GT&O Associate community.
• Interface with LOB’s across the enterprise, multiple levels of management, and technical teams across Workspace Services
• Track and report on metrics related to data migrations from associate laptop and desktop devices onto the HVD platform.
• Track each project’s migration schedules, oversee ata projectlevel that the individual projects are keeping up with the migration process and timelines.
• Provide support for migration related issues.
• Escalation point across enterprise for HVD migrations.
• Track request for migrations, ensure they are being fulfilled via communications with the operations teams.
• Provide migration support during LOB HVD migration pilots.
• Identify, escalate, and communicate process gaps or break downs

Senior Field Services Technician

Confidential

Responsibilities:

• Providing Field Support to approximately 1000 users at the Confidential . Cargo, Envoy Air, FSU and AFD locations.
• Duties include configuration and support for laptops, desktops, Printers, Smart phones, tablets. Devices used Windows 7 and 8 and 10 as well as Office 2013 and 360, All Web browsers,
• Assisted in the planning of departmental move projects that involved setup and configuration of workstations and printers.
• Other duties include asset management and inventory control. Using SCCM and Active Directory.

Lead Site Support Specialist

Confidential - Addison/Plano, TX

Responsibilities:

• Led 5 member team in a Desktop/AV environment.
• Escalation point for Technician and the user environment
• Oversaw management of the Security badge access database
• Provided Desktop, network and security systems support, for a 300 user base
• Supported Windows 7, 8 on IBM, and Dell PCs. plus MACs OSX (Yosemite)
• Managed and maintained assets in Web based Asset Tacker
• Maintained security access database to building location
• Managed the rebuilding process of workstations for new and existing users.
• Managed projects related to software and hardware upgrades.

Migration Project Specialist

Confidential, Dallas, TX

Responsibilities:

• Worked on a Team of project managers and Technicians to upgrade existing users from Windows XP to Windows 7.
• Used Ghost software to re-image new and existing Laptops with Win 7 and proprietary applications according to specific lines of business.
• Scheduled workloads for other technicians each day according to project deadlines.
• Escalation point for users and other technical concerns.

Senior Applications Analyst

Confidential, Plano TX

Responsibilities:

• Providing Tier 2 and 3 desktop and application support for doctors, nurses and clinic workers in hospitals and clinics around the country. User base was approximately 2500.
• Supported Windows 7, 8 and XP, Microsoft Office ( ), Adobe, and proprietary lab and Clinic applications and interfaces Specialized in McKesson software, Paragon Suite.
• Assisted in work flow and distribution of trouble tickets to other technicians in Service Now tracking database.
• Escalation point for users and technical concerns. Worked with McKesson technicians and analysts to resolve the more complex application issues.
• Special Projects work, such as PC upgrades, OS and MSOffice upgrades Lab system upgrades.
• Performed work tasks and support using Cisco Remote access tools when necessary.
• Used Active Directory for user account administration.
• Helped set up AV equipment for meetings and presentations.

Lead Systems Support Technician

Confidential, Irving TX

Responsibilities:

• Providing Tier 2 and 3 desktop, executive support for a 60,000 user base.
• Supported Microsoft Office, Adobe, Mainframe and proprietary lab applications. Used remote access applications such as Bomgar, PCAnywhere, TeamViewer, Netmeeting and VNC & MMC.
• Responsible for work flow and distribution of trouble tickets to other technicians
• User account creation and management through Active Directory.
• Escalation point for user and technical concerns that may arise.
• Special Projects work, such as PC and Laptop replacements, OS and Office upgrades.

Senior Analyst/Project Coordinator

Confidential, Addison TX

Responsibilities:

• Providing Tier 2 and 3 desktop support for a 45,000 user base.
• Supported Microsoft Office, Adobe, Mainframe and proprietary laboratory applications.
• User account creation and management through Active Directory
• Escalation point for user and technical concerns.
• Special Projects, such as PC and Laptop replacements, OS and Office upgrades for labs, branch offices and other medical Facilities.

Project Coordinator/Team Leader

Confidential

Responsibilities:

• Managed user account access for employees across multiple domains. Included access to shared folders, databases. Added, changed and deleted user ids, Groups and datasets. Handled security issues for Mainframe including RACF and TSO; Midrange security using Control SA.
• Managed issues or changes within the team to do with work specifications and volume, team member recognition, team member challenges
• Led team in the preparation and updating of weekly status reports and team activities on SharePoint site.
• Projects Managed: Active Directory efficiency, clean up, and new share access according to Line of Business requirements.
• Tools Used: MS Excel, Project. Clarity, SharePoint