Summary


Proven Technical and Supervisory
Experience career spanning 11+ years
1 Associates degree in Computer
Science or equivalent.
2 I have superior customer service
and support skills.
3 MCDST, A+ and 11 years of work
experience in a Windows environment.
4 I have Windows XP, Vista, 2000 and
Windows NT desktop/laptop and
Microsoft Office Suite work
5 I have experience troubleshooting
network, software, network and local
printing problems.
6 Experience in imaging, deploying
and installing software, patches, updates on desktops and laptops.
Team Leadership, Vendor Relations and
Technical Consulting



1. Developed and maintained desktop
operating systems and applications.
2. Performed installations, configurations, routine maintenance, and troubleshooting of end user
desktops.
3. Maintained and created unassisted
installs for updating software, installing new software, and installing custom desktop
configurations.
4. Provide users with technical
support by responding to the needs and questions of end-users regarding their
access to resources on the network.
5. Communicated to end-users, management and the
call/problem-tracking systems
regarding status of reported
problems/projects.
6. Ensured timely user notification of maintenance requirements and effects
on system availability.
7. Administered and maintained end
user accounts, permissions and access
rights.
8. Configured and supported
Blackberries, iPhones and other
Smartphone s/PDAs.
9. Configured and support Antivirus
Software.
10. Strong knowledge of TCP/IP, DNS, and DHCP protocols as applied to
network printers and desktop client
systems.
11. Worked with vendor support
contacts to resolve technical problems
with computer hardware and software.
12. Documented network problems and resolutions for future reference.
13. Provided on-call technical
support.
14. Assess needs for any system
reconfigurations minor or significant and execute them if or as required.
15. Ensured connectivity of all
workstations, printers and wireless
devices.
16. Provide necessary support to the
IT Director, Manager in negotiating
for products and services.
17. Assisted in development, implementation and maintenance of policies, procedures and associated
training plans related to Information
technology procedures and projects.
18. Trained end user staff on computer
usage and access of network resources.
19. Assisted and supported Network
Administrators
20. Performed other duties as assigned
by Managers and Information Technology
Directors.


Employment

April, 2007 -  August, 2008

Desktop Support Technician

Contract

On site pc technical support of company approved software and hardware.
Manage active directory users accounts

like resetting user accounts, password and computer accounts.
Disabling user and computer accounts

and updating account information

properties.
Creating and disabling computer

accounts and removing or putting back

into correct computer group s

locations.
Repair of covered warranty hardware

parts like ordering and replacing

and returning of defective parts.
Performed Adds, Moves, Changes weekly

and relocation of users to remote

sites.
Adding user s accounts to proper AD

groups for accessibility to software

and necessary rights in the corp.

domain.
Resolving weekly security reports for viruses, PGP compliance and inactive

computers and user accounts.
Buy or make patch cabling and run it

were necessary in the site

building.
Support of windows CE and blackberry

devices and setup a configuration to

exchange mail.
Support ADS hardware consisting of
Dell GX270 GX280 and GX520 desktops

with Dell latitude D600 D620 and D630

business class laptops and clone

desktops.
Support of AVAYA Voice IP phone setup

like turn on and configure for user

stations.
Support of a mix of local and network

printers ranging from HP, Dell, Xerox

and Canon.

As a local domain server Technology my

responsibilities for this production

site were to manage services accounts, create and manage print queue s, monitor managed disk space usage and remove none company data like users

personal data like videos pictures

and mp3 s etc.

December, 2006 -  December, 2007
MARSH MERCER GUY CARPENTER

Support Manager - Contract

Managed a staff of 3 full time

employees and 1 contractor

responsible for providing technical

support for all technology areas

necessary to support the client areas.

Monitors project status, hardware and software problems.
Initiated and coordinated corrective

actions with internal staff and or or vendors.

Reviewed status with client management

on a timely basis.
Supported client management in developing and implementing policy, standards and procedures, and assuring compliance.
Purchased all hardware and software

needs of the local Downtown corporate

office for a set count of 700 plus users.
Participated in the development of long-range plans and goals consistent

with the client area's operational and development requirements.
Maintained a close business

relationship with clients and other

technology managers, vendors and consultants to ensure the effective

functioning of all local technology.
Assigned personnel to various projects

and directed activities.
Performed related duties as assigned

or sought by regional manager.

March, 2006 -  March, 2006
Desktop Operations Supervisor

This is a front line support

position for the user communities

Desktop Computers, Network

Servers, E-mail Systems, connectivity

issues, Internet Access to

Desktops.
This position included elements

of AD Administration duties from the

server perspective where expected and when needed.
Had total authority for making, without review by a superior or senior

level position, the nuts and bolts

of setting up, maintaining and fixing

systems for local and remote offices

and regularly used office PCs and laptops.
Implemented company s first help desk

ticketing system to track issues and asset TrackIt.
Improved response times by 98%, resulting in higher productivity and customer satisfaction.
Monitored service levels, tracked

performance metrics and maintained

compliance with SOPs.
Communicated with department heads and users to determine technical needs.
Evaluated software and hardware for purchase, recommended solutions,
Negotiated pricing with vendors CDW

etc.

Oversaw work assignments of technical

staff to ensure timely and effective

response to incoming incidents.
Installed, configured and maintained

operating systems, networks, device

drivers, security patches, database

connectors, web services and printing

services.
Direct computer, audiovisual, and network setups for large conventions

and conferences.
Managed team schedules, daily

schedule issues.
Determined my own time management

and prioritized activities often

without direct supervision. How and when the job got done was based upon the type of issue and severity of issue.

2005 -  2006
Desktop Support Technician

Provided first and second-level

technical support for companies such

as Henson Aggregates Brick America and
Ericsson through third-party

contracting firms.
Carried out local and remote support

for 150 users across multiple

locations for Henson.
Resolved issues with desktops, laptops, handhelds and peripherals.
Installed operating systems, software, and hardware.
Maintained servers and VPN.
Set up conference room VoIP and meeting software.
Performed second-level

hardware/software support for Ericsson

as Northrup-Grumman contractor.
Resolved connectivity, remote access

and computer issues.
Updated software and hardware.
Set up computers for new hires.
Supported 1100 users across 4

locations.
Utilized Remedy.

2004 -  2005
Technician/Team Lead

Carried out migration/upgrade of 140

users from Dell to Hewlett-Packard at
DOD office.
Performed classified data mining for
XO Communication, using forensic data

software.
Remote and on-site support for over
900 users at McKesson Pharmaceutical

sites worldwide.
Installed and upgraded

hardware/software.
Researched data backup solutions for management. Automated repetitive

tasks using scripting. Installed and configured network hardware.
Team Lead for Desktop Support at several clients. Migrated 800 users

to Windows XP. Implemented wireless

systems. Tested laptops before shipment to field personnel.

Configured wireless and standard

network connections. Applied security

updates in both English and Japanese

version of Windows. Conducted

hardware/software inventory and asset

tagging.
Troubleshooting of LAN and computer

systems for major healthcare company.

Performed backups for NOC. Configured

new PCs/laptops, peripherals and VPN.

Account management.
Updated 786 PCs for Belo Broadcasting, both Windows and antivirus protection.
Maintained desktops at ST

Microelectronics. Worked in help desk

environment. Resolved issues.

Managed asset/inventory control

function. Supported VPN and other systems.

2003 -  2004

1999 -  2002
Technical Lead/Desktop Support

Technician

Facilitated headquarters relocation

from Dallas to Plano. Performed

large-scale night/weekend moves to

avoid service interruptions.

Supported LAN connectivity. Carried

out system backups.
Performed troubleshooting of LAN, hand-helds, peripherals, PCs, and laptops.
Installed and managed LAN/WAN, DNS, and networked peripherals.
Coordinated system backups and setups.

Assembled PCs. Tracked trouble

tickets.
Support set count of 1200 Dell

hardware for corporate office and remote offices and home offices.

1998 -  1999
Help Desk Analyst

Education

Training

MCDST , MOUS ,
A+



Skills


Hardware and software troubleshooting, Microsoft NT4/2000/XP/Vista Operating Systems, Microsoft Office Professional and exchange 2000/XP/2003/2007 platform, along with IBM lotus notes, Microsoft Remote Desktop, Microsoft Active Directory, Adobe Acrobat PDF Std/Pro, Antivirus MacAfee/Norton/Trend Micro, Desktop Imaging with Ghost/Drive Image, Nortel VPN, DELL Desktop/ Notebooks, IBM, HPDesktop/Note Books. Printers, copiers, Blackberry/windows smart PDA phones, Canon 7000 network printers/Scanner, SCSI/SATA/IDE Configuration, Peregrine. Helpdesk ticketing systems using or used, Remedy, Heat, Service Desk, CA Service desk. Installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment. Applications and hardware rollouts. Past work in multiple industry s and IT environments. Conducted special projects as defined by supervisor/manager. Supported off-hours operations on an as needed basis. Experienced in Active Directory user management. Experience with workstation imaging and software deployment. Knowledge of network protocols and networking hardware. File/folder network share rights and user group s administration, multiple passwords reset utilities ; Active Directory ; SMS, mobile device support. Supporting end users at first responder level. Support of end users, user set up and moves, equipment relocation, long and short term Mac projects. 11 plus years working in a Technical Services environment as Manager, Team-lead and as a user support Technology roll capacity.

Operating Systems : Windows 98 - NT4, XP and Vista Windows server 2003 Windows CE, Blackberry, Pocket PC Networking : LAN/WAN, TCP/IP, Ethernet, VPN, VoIP, IPX/SPX, Wireless, DSL, ISDN, DNS, Cisco Client, Terminal Server Applications : Office 97, XP, 2003 and office 2007 Visio, Project, Lotus Notes, Active Directory, antivirus systems, Exchange, Outlook, PCAnywhere, Ghost, GroupWise, IMAP, Heat, IHeat, Remedy, Timbuktu, Tivoli, TrackIT, Veritas Backup, Java, HTML, Dreamweaver, FrontPage, NetMeeting, Live Meeting, forensic data software, Remote Administrator, SMS Hardware : PC laptop and server assembly and repair and support of routers, switches, hubs, peripherals, patch cabling etc. Short and long term projects Company projects like deployments, add/moves/changes, installs, patching, upgrades, repairs and setups etc. Fujitsu Technologies Irving, TX, Add, Moves and changes. Nokia - Irving, TX, User station hardware updates. First Horizon Home Loans - Irving, TX User data migration for citrix conversion environment. Department of Defense - Dallas, TX Deployment of new user workstations and laptop setup. Parkland Hospital - Dallas, TX Upgraded department workstations from Windows NT and Windows 2000 to Windows XP. Children s Medical - Dallas, TX Deployment of new workstations to new children s medical facility and other branches. Sprint - Dallas, TX Bench configuration of desktops and laptops for deployments. Greyhound lines Dallas, TX Hardware and software deployment configuration of new desktops and VMware thin clients ticketing units to remote branches.


Miscellaneous

Performed call center exchange based
support for Office products and.
Determined severity level and escalated as necessary. Carried out trouble shooting and resolution
support. Supported Windows NT, Windows
98 and 95, Exchange and other
applications/systems.