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Help Desk Technician Resume Profile

Experience

  • As a technology consultant, I am part of a project team that defines and implements creative solutions to address client's needs. For Sanofi-Aventis, I was responsible for the overall coordination effort to migrate servers, databases, and applications to the Next Generation Data Center located in Reston, VA. For a CIO Accenture project, I collaborated with multiple teams to implement a BYOD/BYOC solution using MokaFive. Responsibilities for these projects included:
  • Collaborating with cross-functional teams to draft project schedules, plans, and designs
  • Managing an inventory of 3000 line items to include servers, databases, and applications
  • Defining project deliverables and status reports to key stake holders for planning purposes
  • Providing infrastructure analysis and subject matter knowledge and experience for different technologies

CONFIDENTIAL

  • As the data services lead, I performed advanced server administration in a Windows environment with an emphasis on Active Directory for the North American Global Delivery Network and contracted Government clients. I was the first point of contact for all major technical issues including power outages, system failures, and disaster recovery. Responsibilities included:
  • Active Directory Group Policy Work: Capital One, Kimberly Clark, Unilever, GMAC, British Telecom, British Petroleum, Levi Strauss, Washington Gas, Yale University, and the Dept. of the Treasury
  • Procurement, setup, installation, and configuration of a new ITAR compliant International Traffic in Arms domain for government projects: Sikorsky, Pratt Whitney, and Hamilton Sundstrand. Included domain setup, print, file, and Websense services
  • Hardware Upgrades: Upgraded physical servers to new hardware and VMWare 5.1, installation of new tape libraries, and SANs to all Texas Delivery Centers
  • Assisted in the configuration, monitoring, and reporting on website traffic and performance using Websense Security Suite
  • Designed, documented and executed maintenance procedures including system upgrades, patch management, and backups
  • Assisted with the technical writing involved in developing and maintaining the policies and procedures related to all ISO security certifications held by the San Antonio Delivery Center. Received and reviewed document change requests, prepared and sent the PCB agenda to all board members, communicated the PCB decision to the requestor, and approved or rejected document change requests. Maintained the Master List of Documents
  • Release Management Lead: Duties included defining roles and responsibilities of the Release Management Team, implementing and managing the overall release process, and reviewing and analyzing Release Management reports
  • Resolved domain issues escalated from customer support and other departments with a 100 success rate
  • Managed the server team, allocating resources to ongoing projects as needed

Experience

CONFIDENTIAL

  • I was a project lead for a nationwide IT company that provided services and support for the North East Independent and San Antonio Independent School Districts. My responsibilities included:
  • Coordination and development of project plans and scheduling of computer installations for Dell Computers.
  • Supervising and coaching the Field Service Team to make independent decisions concerning repair, maintenance, and installation of computer and peripheral equipment
  • Managing assigned territory and coordinating with the customer and upper management to resolve trouble tickets
  • Supervising a team of 10 technical employees

Experience

network technician

  • As a network technician, I maintained Windows NT and Windows 2000 servers to include repairs, patches, upgrades, and daily virus updates. I supported a LAN/WAN for over 400 users in locations throughout Central Texas. I was responsible for end-user support and machine troubleshooting and repair. My duties also included:
  • Monitoring server utilization and performance
  • Executing system backups and recoveries
  • Creating and deleting accounts within an Active Directory and Exchange Server environment
  • Assisting with the migration of Exchange Server 2000 to 2003
  • . Managing and monitoring Barracuda firewalls for San Antonio, Houston, and New Orleans

Experience

help desk technician

  • My position entailed providing telephone and email support in a 24/7 environment for Baxter Healthcare. My responsibilities included:
  • Password resets within Active Directory, Lotus Notes, Cisco VPN, AS400s, and Ariba Systems
  • Network printer setup
  • End user support and troubleshooting

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