SUMMARY:

• Well - established IT Professional with experience in Desktop Services Support, Help Desk Technologies and Support, AS400 Systems Administration and Operations, Application Support. Experienced working on and leading projects.

TECHNICAL SKILLS:

• Active Directory Administration
• MS Exchange Server 2010 Administration
• MS Office 2016, 2013,2010
• Windows Server 2012, 2008
• 2012 Microsoft System Center Configuration Manager
• Microsoft Deployment Toolkit 2013
• MS SharePoint
• SAP, SAP-BW, Materials Management
• Desktops-Laptops: Lenovo, HP, DELL
• Document Imaging Solutions: Konica Minolta, RICOH
• Application Support and Documentation
• CRM, SalesForce.com
• Windows OS: 10, 8, 7
• AirWatch MDM: iOS, Android
• Lync Telephony
• Skype for Business
• AS400 Administration and Operations
• CAD: CATIA DSLS, SolidWorks, EPDM, AutoDesk
• VMware
• Asset Management
• CISCO Call Manager / CISCO Unity
• Citrix

PROFESSIONAL EXPERIENCE:

Confidential, Bay City, TX

Service Desk Analyst

• Service Desk Analyst and local onsite support for all Information Technology requirements; Hardware, Software, Applications.
• Windows Enterprise environment utilizing SCCM 2012 for Software Distribution and OS Deployments.
• Active Directory Administration; triage domain account requests and concerns, escalate to IT Security.
• AirWatch Mobile Device Management Administration.
• Executive Management support.
• Cisco Call Manager and Unity Administration.
• Lync Telephony solutions.
• Skype for Business.
• Tenaris Bay City is a new state of the art seamless pipe mill. Support both office and production mill technology requirements.
• Multi-cultural and High paced environment requiring a personable customer service personality, patience, and flexibility.

Confidential, Houston, TX

IT Systems Support Engineer

• Quality Inspection laptops: Windows 7 Enterprise OS upgrade. Refurbishing of old laptop equipment for ‘pre’ and ‘post’ inspection crews. I was able to save the company from any additional capital purchases of new computer equipment in the refurbishment of older laptops. I saved in excess of over $7k.
• Office and Production computers: Windows 7 Enterprise OS upgrade. Refurbishing of old computer equipment . I was able to save the company from any additional capital purchases of new computer equipment in the refurbishment of older computers. I saved in excess of over $10k.
• Cisco AVPN router: rack and mounted new Cisco AVPN router. Worked with AT&T for testing utilizing local POTS line.
• Engineering CAD system upgrade: new CATIA DSLS version 5-6 r2014 x64 bit hosted on a new HP z640 workstation. Older system was hosted on a 32bit SFF Windows Professional platform.

Confidential, Houston, TX

Help Desk Engineer

• Active Directory Administration.
• Exchange Server 2010 Administration.
• CISCO Call Manager / CISCO Unity VM Administration
• Escalation point for advanced incidents or help requests.
• Develop and document help sheets and FAQ’s lists for end users and knowledge base for Help Desk.
• Create and maintain documentation for common procedures and processes.
• Imaging of desktops and laptops. Installation and configuration of network printers.
• Installing software. Virus removal.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Assisting in providing Level I-2 Support when request volumes are high.
• Assist the Help Desk Manager with IT Process auditing.

Confidential, La Palma, CA

Desktop Support Analyst/Field Operations Support

• Active Directory Administration
• Windows 7 Enterprise
• Windows 7 migrations utilizing Microsoft Deployment Toolkit
• MS Office 2010
• Hardware refreshes and upgrades
• AS400 support
• Citrix
• PC Break-fix hardware support includes: Lenovo laptops and Lenovo desktop, Wyse-Thin Clients, DELL laptops and DELL desktop computers.
• Mobile Device support: Android, iOS
• Thermal printer support of Zebra ZM600 printers.

Confidential, Cypress, CA

Desktop Support Analyst

• PC-Break/Fix hardware support includes DELL laptops, HP Elitebook laptops, HP Tablets, and HP desktop computers.
• Software installs via Microsoft SCCM.
• Manual software installs of license software.
• Remedy Incident Management.
• Asset Management via Microsoft SCCM.

Confidential, Brea, CA

Desktop Support Analyst/Application Support

• Desktop and Application Support within Customer Relations Management for the Home Retention Services within Confidential . The support SLA consists of a 15min response time with a 2hr resolution supporting 800 call center associates in a mixed Windows 7 and WinXP environments.
• Application Support consists of meeting with department Managers and their teams to check and review user requirements, access, and application functionality. Analysis and troubleshooting of critical loan servicing applications and security access in a face-to-face interaction with the users.
• Created an Access database containing support information of 108 applications within CRM. Information consists of problem descriptions, resolutions, application requirements to provide the Desktop team a detailed knowledge base.
• SharePoint maintenance and creating knowledge base and training documentation for cross-functional teams.

Confidential, Santa Ana, CA

Sr. Desktop Support Technician/Audio and Video Conferencing Support

• Enterprise and Executive Management support in Windows 7 and WinXP environment supporting up to 2,000 users.
• Remote and onsite support for all Everest College campuses administration staff.
• Primary support for the SMART Board technologies at all Everest College campuses. Provide onsite and remote support for hardware, software configurations, and installations. Worked with the Project Management teams to plan new installations and maintenance needs with the CompView vendor.
• Primary support for audio and video needs including Executive Boardroom video conferencing supporting CISCO and TANDBERG systems.
• Experience utilizing Microsoft Systems Center Configuration Management in Software Distribution and Microsoft Operating System Deployment.
• Completed training for Microsoft SCCM Software Distribution and Operating System Deployment.
• Project lead for the Call Center computer desktop hardware upgrades of 50 desktops and 100 dual-monitor setups.
• Primary mobile device support for the Executive Management staff including iPad, iPhone, Android, and Blackberry.

Confidential, Irvine, CA

Desktop Support Analyst / Audio and Video Support

• Maintain Windows and Novell accounts in an Active Directory environment.
• Computer hardware support includes staging, setup, repair, hardware refreshes of HP desktops and Lenovo laptops.
• Printer support, setup and configuration including HP printers and Lanier-RICOH multi-function copiers.
• Telecomm support CISCO VOIP and ASPECT phone systems.
• Utilize BMC Remedy Help Desk Incident Management.
• Deploy and connect computers and laptops to assigned locations.
• Troubleshoot and resolve printer issues including printer maintenance.
• Perform asset management utilizing Altiris.
• Perform software management utilizing Altiris.
• Provide documentation for applications and ‘how to’ procedures.
• Provide assistance with Telecomm and Network issues.
• Troubleshoot and resolve proprietary application issues.
• Lotus Notes support r6 and r8

Confidential, San Bernardino, CA

Help Desk Analyst / QA Analyst

• Help Desk Analyst supporting school teachers and administrators within the US school districts utilizing IDMS.
• Support school districts administration staff with computer hardware and software issues.
• Assigned projects include testing software for new version releases.
• Assigned projects include testing the scanning-OCR module that supports plain paper, Scantron, and NCS scanning solutions.
• Additional support, guidance, and knowledge of other Windows applications are also part of the support environment.
• Assist the QA department and perform test cases, attend JAD sessions and meetings.
• Report data issues and open defect reports in BugTracker system.

Confidential, Irvine, CA

Help Desk Analyst

• Support of retail and proprietary escrow and title applications.
• Additional computer support consists of WinXP, WIN9X, and MS Office software.
• Printer setup and configuration.
• Support of Escrow Documents creation, editing, functionality, merging information from escrow files into documents for all versions of MS Office Suites.

Confidential, Corona, CA

Help Desk Supervisor

• Review daily operations and Help Desk calls, and aging reports.
• Make recommendations of help desk procedures to IT Manager.
• Make recommendations and revise Help Desk SLA’s to IT Manager.
• Ensure help desk calls are resolved on a timely basis.
• Provide daily and weekly Help Desk status reports to IT Manager.

Confidential, Los Angeles, CA

Help Desk Analyst

• Support proprietary applications.
• Support Microsoft applications including MS Office 2003, Outlook 2003.
• Provide printer support.
• Additional support of Lotus Notes r6
• Support mobile devices Blackberry, PALM, and TREO.