Objective

A resourceful and efficient IT professional looking for a Desktop Support Engineer position using my higher level skills in a dynamic and future-oriented company. Extensive and thorough experience in a variety of desktop operating systems and peripherals, hardware, IT network systems and firewalls.

Technical Skills:

Operating Systems: Windows Servers, Windows 2003/2008, XP, Vista, 7, 8

Networking: Local Area Network LAN , Wide Area Network WAN , VOIP

Protocols: TCP/IP, DNS, DHCP, SMTP, POP3, IMAP, SSL, 802.11, OSI Model

Hardware: HP, Dell, Lenovo, IBM, Intel, Cisco, VoIP Telephony, Samsung, Acer, Apple

Software: Remedy, Symantec Endpoint Protection, RDP, Verint, VDI, Office 365, Active Directory, Active Sync, Outlook, Good, McAfee Virus, Ghost, Drive Copy, Remote Desktop, Visio, C , Adobe, Zone Alarm, Snort, NetMeeting, Remotely Anywhere, VNC, Ethereal, Wireless Netgear, Belkin, Linksys, Dlink. Solid understanding of all the 802.11x protocols and associated security algorithms

Security: Intrusion Detection, Intrusion Prevention, Firewalls, Bitlocker MBAM

Remote Access: RDP, VPN, LogMeIn, TeamViewer

Utilities: Norton Ghost Drive Imaging/Cloning, PC Anywhere, Acronis True image

Virtualization: VMware, Microsoft Virtual Server, Microsoft Virtual Machine Manager, Virtual Box

SAN/LAN/WAN: Dell tape backup/NAS, TCPIP, MPLS

Professional Experience:

Confidential

Desktop Support Engineer

• Provided technical support to 25 companies nationally oversaw the daily performance of multiple computer systems
• Configured and troubleshot Dell, Lenovo computer systems, Cisco, Avaya phones via Remedy ticketing system
• Installed numerous software programs Symantec Endpoint Protection, Verint, Citrix, Windows 7, Windows 8.1, Microsoft Office Suite, Centos Linux, and Windows Server 2008, 2011, 2012
• Configured and installed Avaya and Cisco phone systems inventoried assets ensuring 100 accountability
• Provided support for Active Directory unlocked profiles, and reset passwords ensuring customer connectivity
• Provided computer support services for both software and hardware
• Discussed with individual staff members who work on the computers what the problems are in order to figure out how to help solve them both over the phone and in person
• Accountable for ordering or buying computer systems working in close liaison with purchasing and supplies office
• Assisted in examination and maintenance of network servers equipment troubleshot routine problems
• BSOD troubleshooting, laptop/desktop provisioning for SCCM, SLA through Remedy
• Maintained other computer peripheral devices such as printers and solving printing problems as they arise
• Coordination of computer maintenance with other Information Technology professionals

Confidential

Senior Computer Professional

• Lead technician and subject matter expert for all PC troubleshooting hardware and software. Always ensured speedy turnaround of highly complex issues with accuracy and proficiency.
• Provided technical support to all of San Antonio and its surrounding areas remotely, by phone or in person servicing multiple businesses and walk in customers.
• Supplied networking support for Windows or Mac computers at your home or office provided set-up of wireless capabilities to include cable installation.
• Repaired mobile devices, netbooks/tablets inclusive of iPhone, iPad, Samsung, Lenovo, IMACs, HTC, Motorola, etc.
• Effectively provided removal of spyware, viruses, or anything that may be slowing down your PC.
• Guaranteed search engine optimization for Google, Yahoo, Bing, and many other search engines.
• Offered data recovery for PCs, Macs, laptops, desktops, flash drives, external hard drives, and digital cameras.
• Troubleshot both client and server side issues related to Office 365 Suite of products.
• Provided computer training on software and hardware applications for many clients at home or in the office.
• Ensured security protocols are maintained against unauthorized use of personal information.
• Provided high level email/software support for multiple businesses diagnostic expert for desktop and mobile devices.
• Continuously delivered proficient support for multiple clients either in a corporate environment or with individual's one on one resolving countless issues.

Confidential

Senior Desktop Support Technician

• Supervised six junior technicians ensured installation of 'Good' e-mail encryption software for 25 Well-Med Clinics throughout Texas and Florida. Project completed six weeks ahead of time.
• Provided direct input to project manager and coordinated directly with the project manager on all efforts.
• Subject matter expert trained four permanent staff members of Well-Med Clinic to ensure smooth transition of application. Created multiple excel and word documents which provided quick tips for IPhones and Android phones.
• Provided software and hardware support by phone and in person for multiple clients solving various issues.
• Delivered on-time maintenance for trouble tickets within service- now in support of the Well-Med IT Team.
• Ensured security procedures were sustained against accidental disclosure or unauthorized use of personal information.

Confidential

Help Desk Technician

• Troubleshot all windows operating systems, all networks, all hardware and software related computer problems, resolved critical customer issues quickly and accurately.
• Received incoming calls solving multiple issues with applications, configurations, viruses, payments and mail clients. Job consisted of all over the phone support.

Confidential

Help Desk Technician

• Repaired and troubleshot IPhone, IPods and IPads.
• Received incoming calls to solve issues related to applications, configurations and payments.
• Job consisted of all over the phone support.

Confidential

Desktop Support Technician

• Provided face-to-face client interaction, solved direct issues and identified unknown needs. High level hardware/software troubleshooter, repaired/replaced hardware/software effortlessly.
• Completed high-level operating system repairs, accomplished advanced virus removals, data migrations and systems backup.
• Accomplished high-level network plans completed direct client sales with 100 customer satisfaction guaranteed.
• Built computer systems via customer specifications configured wireless printers with current desktop/laptop machines MAC/PC .
• Fixed all issues with existing customer via telephone system. Job consisted of in person and over the phone support.
• Provided security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure installed multiple antivirus programs.

Confidential

Network Administrator/Desktop Technician- Part time Project Work

• Managed and assisted three employees with imaging of over 250 Dell computers for administration and student use at Texas A M University configured VOIP with SIP protocol for 250 clients.
• Installed and configured over 250 Cisco phones at Texas A M University.
• Configured over 200 network ports on Cisco switches at Texas A M University.

Confidential

Computer Support Technician - Private Work with multiple clients

• Established and grew company from ground up, supported over 30 clients, corporate and private.
• Provided seamless broadband connectivity, account provisioning, wireless router management, email configuration and maintenance and ensured quick recovery of data loss through backup and recovery.
• Managed multiple hardware upgrades and configurations, while supporting antivirus and firewall configurations.
• Identified hardware/software problems, resolved critical customer issues, guaranteed quick turnaround, 24 hours or less.
• Evaluated and selected appropriate anti-virus and intrusion detection software for email and NT network to ensure complete and continuous coverage with zero security breaches. Job consisted of over the phone and face-to-face Support.

Confidential

Security Manager

• Managed over 20 personnel and optimized computer security for high visibility facility.
• Provided hotel security that accommodated over 1,000 active duty military, dependents and civilians, not one security infraction or breach, safe environment maintained.
• Managed, created and coordinated schedules for over 60 employees.
• Improved computer knowledge base for employees and customer, top notch customer service.

Confidential

Communications Troubleshooter

• Enhanced user experience through the implementation and configuration of remote access.
• Provided management and support of military communications hardware, radios, multiplexers and other equipment. Installed and managed vehicle computers and radios for armored carriers.
• Provided over the phone and face-to-face support 24 hour turnaround guaranteed.
• Quality assurance driven recognized with multiple awards and medals for excellence in performance.