OBJECTIVE:

Utilize my extensive experience and skills in Information Technology to contribute to the success of a large stable business or a small business where my broad knowledge can be best utilized.

SUMMARY:

IT professional with 15+ years’ experience working on Help Desk and Help Desk/ Desktop Support . Enjoys a fast paced environment, one that is progressive with mutual respect and support among all. Strive for total quality, believes in being a team player, using the team approach to accomplish goals and develop strategic plans, detail - oriented, self-starter that has the ability to work independently and a belief that excellent customer service is a priority. Always willing and interested in learning new skills.

TECHNICAL SKILLS:

Desktop Support:

• Desktop Troubleshooting
• Software Installation
• Desktop Configuration
• PC Repair / Refurbishment

• MS Office 97 — 365
• Norton Ghost
• Antivirus and Spyware Utilities
• Windows 9.x — Windows 10
• Acronis Imaging Software
• Adobe Acrobat Professional
• Active Directory
• NGOS Load (Imaging Software)
• Microsoft SharePoint
• Lotus Notes
• Altiris eRoom
• GroupWise
• Remedy (PMTS)
• Android Phones/iPhone
• Outlook 9.x — 2016 (with NK2 file)
• Numara Footprints
• Create RSA Soft Tokens
• Exchange Account Setup
• Service Desk
• Lync/Skype for Business
• Cisco Call Center
• ServiceNow
• Citrix Client
• Cisco VPN Software
• GlobalProtect Palo Alto VPN
• Safend
• Quest Software ActiveRoles (ARS)
• Remote Assistance & Desktop, Netop
• LogMeIn Remote Software
• Microsoft OneDrive
• MS ActiveSync / Palm Software
• Winzip
• Nexus
• Yardi
• Property Solutions (Entrata)
• FTP Software
• Deep Freeze
• Windows Mobile Device Center
• Dreamweaver
• Fireworks
• Photoshop
• Ulead DVD Workshop
• Pinnacle Studio 9.4 - 10.6
• Knozall File Management

PROFESSIONAL EXPERIENCE:

Confidential

Hyper-Care Service Desk

Responsibilities:

• Respond to Service Desk tickets via email, phone, and Skype
• Create RSA soft tokens for users
• Respond to and resolve technical requests from users using Skype software for printers and software
• Install applications
• Setup OneDrive and verify syncing, troubleshoot issues with OneDrive
• Editing registry
• Troubleshooting VPN
• Unlock user accounts and reset passwords as needed in Active Directory
• Map printers and share drives

Environment: Windows 7-10, Microsoft Office 2016, Outlook, Active Directory, OneDrive, RSA tokens, VPN, Lync/Skype for Business, Remedy, Internet Explorer 11

Confidential, Houston, Texas

IT Technical Support and Consultant

Responsibilities:

• Install and configure operating system and applications
• Hardware Upgrades
• Imaging and re-imaging desktops / laptops using Norton Ghost
• Troubleshooting laptops / desktops, transferring data, Editing registry
• Virus and spyware removal
• Network Maintenance
• Set Permissions and shares
• Setup virus and spyware system for network
• Website consultant, updates and maintenance

Environment: Windows 2000-Windows XP and 7-8, Microsoft Office 2000-200 7, Active Directory, DYMO Label Printer and print server, Trend Micro, Firefox, Dell computers and printers

Confidential

Sr. Service Desk Analyst

Responsibilities:

• Respond to Service Desk tickets via email, phone, and in person
• Respond to and resolve technical requests from users using remote assistance software for printers, hardware and software
• Participate in software installation and upgrades
• Assist users with copying/moving files in Sharepoint
• Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory and Exchange
• Provide mobile device support (iPhone, Android)
• Supported VPN (Cisco and GlobalProtect Palo Alto VPN)
• Supported and helped users with browser and login issues with Nexus and Yardi
• Gained approvals for share drive access, Nexus and Yardi
• Created accounts in Property Solutions (Entrata)
• Setup/Install SalesForce
• Training to end users on hardware/software applications
• Update and configure virus and spyware removal software, monitor request calls for potential patterns and issues and recommend action
• IP Phone support / setup

Environment: Windows 7 and 8, Microsoft Office 2013-365, Outlook, Active Directory, Exchange, ServiceNow, Symantec Endpoint Protection, GlobalProtect Palo Alto VPN and Cisco VPN, LogMeIn Remote Tools, Remote Desktop (RDP), Cisco Unified Call Manager, Cisco Unity, Property Solutions (Entrata), Nexus, Yardi, SalesForce, Adobe Acrobat, Microsoft SharePoint, Microsoft Skype, Internet Explorer 9-11, Chrome, Firefox, Lenova computers

Confidential

Help Desk/Desktop Support

Responsibilities:

• Provide technical support on call center using remote assistance software for printers, hardware and software
• Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory
• Troubleshoot and provide technical support for Microsoft Office Products
• Troubleshoot and analyze user problems related to desktop, applications and network issues with laptops / desktops
• Update and configure virus and spyware removal software
• Create user accounts in Active Directory and Exchange

Environment: Windows Vista & 7, Outlook, Microsoft Office 2003, Service Desk, Symantec Antivirus, Remote Desktop (RDP), Exchange, Microsoft Lync, Internet Explorer, Chrome

Confidential

IT Technical Support Analyst

Responsibilities:

• Provide technical support on call center using remote assistance software for printers, hardware and software
• Install, configure, upgrade and test software for customers
• Small projects
• Update and configure virus and spyware removal software, monitor request calls for potential patterns and issues and recommend action
• Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory, GroupWise email and other application products
• Provide consultation and quotes for recommended hardware and software
• Provide consultation, troubleshoot and technical support for Microsoft Office Products
• Participate in software installation and upgrade project using SCCM for deployment
• Provided technical support and testing during the implementation project for Public Health migration to Outlook 2010/Exchange.

Environment: Windows XP, Vista 7 and 8, Microsoft Office 2003 - 201 3, GroupWise Email, Outlook 2010, Active Directory, Console One for managing accounts in GroupWise, Footprints, Cisco Call Center, Quest Software ActiveRoles (ARS), Remote Desktop (RDP), Saba Learning Net, Adobe Acrobat 9 - 11, Winzip, Microsoft SharePoint, Safend, Internet Explorer 8, Dell computers

Confidential

Data Support Specialist

Responsibilities:

• Assisted with the planning and execution of Test Data for Global Windows 7 rollout project.
• Assisted Test Manager/Test Lead starting from the planning stages of the project
• Created and manipulated data to track, research & verify locations of software, verification of media quality
• Researched, uploaded and logged thousands of drivers as a support function of the Global Project
• Prepared & tested required data

Environment: Windows XP, Microsoft Office 2003, Lotus Notes, Internet Explorer 8

Confidential

Desktop Support Analyst

Responsibilities:

• Install, configure, troubleshoot and test operating system and all software
• Hardware installation, repair and upgrades
• Troubleshooting and analyze user problems related to desktop, applications and network issues with laptops / desktops and taking steps to resolve these issues
• Instruct users on Microsoft Office Suite as needed
• Configures software distribution for imaging and re-imaging desktops / laptops using Altiris and SMS
• Move computers and peripherals
• Prepare computers for deployment to new users or replacements
• IP Phone support / setup
• Inventory and Asset Management

Environment: Windows XP, Lotus Notes, Microsoft Office 2003, Remedy (PMTS), Altiris, SMS, Citrix Client, Symantec Antivirus, IP Phones, Internet Explorer and Dell computers

Confidential

Desktop Migration and Desktop Support

Responsibilities:

• Backup data on old computers
• Transfer / validate data on new computers
• Imaging and re-imaging desktops / laptops
• Install and configure applications
• Map users drives and printers

Environment: Windows XP, Microsoft Office 2003, Lotus Notes 6.5 / 7.0, Guardian Edge, Symantec Antivirus, Internet Explorer, Lenova computers

Confidential

Desktop Support Analyst

Responsibilities:

• Prepare computers for deployment to new users or replacements
• Install and configure operating system and applications, map printers
• Hardware replacement / upgrades, Data transfer
• Imaging and re-imaging desktops / laptops
• Troubleshooting hardware and software issues with laptops / desktops, editing registry, Cisco softphone
• Virus and spyware removal
• Tested and setup wireless for users to enable working remotely, Cisco VPN
• Configure Microsoft Outlook to use LDAP
• Add, edit and delete computers from domain in Active Directory

Environment: Windows 2000-XP, Microsoft Office 2003-200 7, Remedy, Altiris, PC Guardian, Cisco softphone, Acrobat 7, Symantec Antivirus, eRoom, NGOS Load (Imaging Software),Winzip, DYMO Label Printer, Internet Explorer and Mozilla Firefox, Thin Client, Dell & HP computers

Confidential

Webmaster / Desktop Support / DVD Authoring

Responsibilities:

• Creation and support of several projects including websites, DVD authoring and repair / refurbishment of PCs for a variety of clients.
• Created and managed websites primarily for individuals and some non-profit work
• Website development and maintenance for Cub Scout Pack 81 (No longer active) & BSA Troop 75
• Build, repair and refurbish computers
• Commercial Off the Shelf
• Computer maintenance
• Install and configure operating system and applications
• Created images / re-imaged computers using Norton Ghost
• Virus and spyware removal
• Editing registry
• Setup / configure Palm and Pocket PC
• Set up small home networks
• Convert VHS video to DVD for individuals and non-profit groups, Scanning / digital camera
• Created technical installation and user guides

Environment: Windows 9.x-Vista, MS Office 97-200 7, Norton Ghost 2002-12, Outlook Express & Windows Mail, Dreamweaver & Fireworks 4.0-MX 8, Acrobat Distiller 5.0-7.0, AntiVirus and Spyware Utilities, FTP Software, Winzip, Palm Software 4.x, Microsoft ActiveSync for Pocket PC, Windows Mobile Device Center, Photoshop 5.5-7.0, Paint Shop Pro 6.0, Pinnacle Studio 9.4-10.6, Adobe Premiere Elements, Ulead VideoStudio 7.0 / 8.0, Ulead DVD Workshop 2, Ulead Movie Factory 3.0, Deep Freeze, Netscape, Internet Explorer & Mozilla Firefox., Dell, HP computers and clones

Confidential

Project Manager, Desktop Support

Responsibilities:

• Supported various organizations. Responsible for day-to-day needs of the customer, represents customers to IS community, managed several projects and created websites for the Intranet.
• Created technical installation and user guides
• Managed and created several websites
• Primary interface to customer / user
• Palm Organizer set-up and maintenance
• Asset management
• Imaging desktops / laptops, installation of new applications, Data transfer
• Troubleshooting laptops / desktops
• Submit requests for the computing resources such as hardware, software, or access to shared data
• Technical liaison between users and IT making decisions based upon user needs and network infrastructure capabilities
• Troubleshoot remote access users and VPN
• Troubleshoot printing problems and applications
• Supported multiple departments: Program Management, Supply Chain Management, and Manufacturing
• Supported remote users both domestic & international
• Server File Management using Knozall
• Created user accounts and set permissions in Windows NT

Environment: Windows NT, Windows 9x, Office 97, Lotus Notes, Norton Ghost, Palm Software, Dreamweaver & Fireworks 4.0, Acrobat Distiller 5.0, Photoshop 5.5-6.0, FTP Software, Winzip, PEMS (inventory system), SPRINT (ordering system), Control XL (finance), Microvault Encryption, Knozall File Management, Netscape & Internet Explorer, Compaq computers, MAC OS9