SUMMARY

• Highly motivated team player with over 11 years’ experience in Desktop Support/Helpdesk/Windows Migrations and possesses a Bachelor of Science degree in Computer Science - Information Systems & Cyber Security.
• Experience troubleshooting, resolving, and documenting user help requests for desktop, laptop, mobile, and networks using numerous different ticketing systems.
• Previously worked in a few well-known, and highly respected organizations.
• Skilled problem-solver able to communicate with users at all levels of technical proficiency.
• People person who works well under pressure in challenging, fast paced, and stressful environments.

TECHNICAL SKILLS

• Windows XP 7 8 10
• Active Directory
• Amazon Workspace
• Exchange Admin Center
• Cisco VPN setup
• MS Office 2010/2013/2016/ O365
• MS Office
• Word
• Excel
• One Note
• Power Point
• Ticketing systems; Remedy
• Zendesk
• Lansweeper
• SolarWinds
• ServiceNow
• VivaDesk
• Salesforce
• TCP/IP
• Switches
• Routers
• Remote Support - Bomgar
• Lansweeper
• Team Viewer
• RDS and Kaseya
• Image Computers
• Adobe
• Malwarebytes
• Symantec Endpoint Protection/Encryption
• Cisco IP phones - Unity Connection
• Unified CM Console
• Vonage/CX Cloud
• Account setup on iPhone/Android devices

PROFESSIONAL EXPERIENCE

Confidential

Helpdesk Analyst

Responsibilities:

• Troubleshoot and resolve IT Help Desk tickets/cases
• Work on issues with POS systems, pistol grip barcode scanners, etc.
• Escalate cases to level 3 technicians as needed
• Process orders for parts and equipment
• Provide excellent customer service via Vonage/CX Cloud

Confidential, Clear Lake, TX

IT Helpdesk Technician

Responsibilities:

• Resolve helpdesk ticket issues and requests
• Reimage Dell Desktop and Laptop computers
• Assist new user setups
• Install a lot of software for Jacobs and NASA engineers
• Server and switch maintenance
• Assign, work, troubleshoot, and resolve helpdesk tickets
• Create asset “move “tickets for Asset Custodian
• Assist new users get their computer equipment
• Install and configure a multitude software
• Unlock account and change passwords in Active Directory

Confidential - Channelview, TX

IT Helpdesk Analyst

Responsibilities:

• Work to resolve and close IT helpdesk tickets in person/remotely
• Organize IT storage room/office
• Setup several large imaging stations
• Image large groups of computers from Windows 7 to Windows 10
• Assist users with new workstation setups

Confidential - Katy, TX

Windows Migration Analyst

Responsibilities:

• Add new laptops into SCCM
• Update the BIOS
• Move new laptop into the correct containers in Active Directory
• Update computers from Windows 7 to Windows 10
• Update Power Settings
• Update firmware on each laptop
• “Push” Adobe, ProArc Add-in, and Chrome from Active Directory
• Login as user; open Outlook. Open Skype update voicemail, add printers,
• Update VPN preferences, and open SAP
• Sign into OneDrive drag user data from their network drive over to OneDrive
• Disconnect the users network drive, and update in Active Directory
• Copy the user’s profile over to the new computer, Desktop, Documents, Favorites etc.
• Connect new laptop to each of the WIFI networks
• Connect VPN Cisco AnyConnect
• Setup the new laptop, docking station, and change up cables for the monitors
• Collect the old laptop, docking station, VGA/DVI cables
• Update the BIOS for the new docking stations
• Have user login, open Outlook, Skype, go over user profile, and OneDrive
• Turn Windows 10 Migration Checklist

Confidential - Downtown Houston, TX

Migration Specialist

Responsibilities:

• In Citrix DRA Console, access the Windows 10 Migration Master List and take ownership of computers
• Schedule interviews with users
• Remote into PC using Bomgar, discuss and document needs for the new hard drive
• Create a Migration folder on the user’s network backup drive for data transfer
• Create Deployment Checklists including software applications, printers, and mapped drives etc.
• Export Certifications and ODBC data source files to the Migration folder
• Copy & paste users’ Desktop, Downloads, Documents, Favorites, links, and Pictures into Migration folder
• Install software, Chrome, WebEx Meeting, Cisco Any Connect, Adobe, Skype for Business etc.
• Reimage hard drives with Windows 10 using a bootable flash drive
• Update the BIOS settings if needed (Secure Boot, and UEFI)
• Change out the hard drive, and add memory
• Transfer data to the new C: drive from the Migration folder on the backup drive, add printers, and exports
• Have user login to create their profile, open Outlook, and add Signatures
• Walk the user through each step on the Deployment Checklist to confirm all their data is present
• Have user sign the Sign-Off Form, explain the timeline for the “hold” on the old hard drive
• Using the ServiceNow ticketing system, update and assign help desk tickets regarding Windows 10 Migration

Confidential

Windows Migration Analyst

Responsibilities:

• Schedule appointments with end users
• Collect user data and PC information
• Create Deployment Checklist
• Document and update information regarding old/new PC’s in “TEAMS”
• Image/re-image user laptops and desktops with Windows 10/Office 2016, or O365
• Install software and applications
• Perform user data transfers
• Map hard drives02/2019
• Add printers and scanners
• Go through a thorough check of the upgraded PC with the use
• Answer questions, and provide helpful information before and during the migration process

Confidential - Nassau Bay, TX

Windows Migration Analyst

Responsibilities:

• Stage and Inventory new computers upon arrival
• Reimage desktops and laptops
• Update BIOS settings to use flash drives when imaging computers
• Back all user profiles to the IT network drive
• Backup user data to the users’ network drive/move data over to new computer, verify with user
• Replace hard drives
• Add memory to computers
• Schedule appointments with end users
• Deploy and setup new workstations
• Assist users during the migration, clearly answer questions
• Explain and document technical issues to clients
• Push software applications from SCCM using Active Directory
• Install and troubleshoot issues with printers, scanners, check and credit card readers
• Troubleshoot issues with computers, laptops, and Workstations on Wheels
• Identify potential changes and system improvements to present to IT Manager
• Document progress, Confidential, and incidents of deployments in a weekly Activity Report

Confidential - Downtown Houston, TX

Desktop Support

Responsibilities:

• Track, troubleshoot and resolve issues using SolarWinds ticketing system
• Supporting users via helpdesk by resolving issues remotely
• Supporting users in person by providing desktop support
• Hardware support - Fujitsu scanners, HP and Toshiba printers, Lenovo desktops and laptops
• Update software - Adobe, Microsoft Repair Tool, other various apps

Confidential - Nassau Bay, TX

Windows Migration Analyst

Responsibilities:

• Stage and Inventory new computers upon arrival
• Reimage desktops and laptops
• Update BIOS settings to use flash drives when imaging computers
• Back all user profiles to the IT network drive
• Backup user data to the users’ network drive/move data over to new computer, verify with user
• Replace hard drives
• Add memory to computers
• Schedule appointments with end users
• Deploy and setup new workstations
• Assist users during the migration
• Explain and document technical issues to clients
• Push software applications from SCCM using Active Directory
• Install and troubleshoot issues with printers, scanners, check and credit card readers
• Troubleshoot issues with computers, laptops, and Workstations on Wheels
• Identify potential changes and system improvements to present to IT Manager
• Document progress, Confidential, and incidents of deployments in a weekly Activity Report

Confidential - Texas City, TX

Information Technology Associate

Responsibilities:

• Operations/security checks daily using Nagios/VMware for servers, timesheets, and Webmail
• Install racks/servers, server maintenance, setup routers, switch maintenance
• Add/change/delete user accounts in Active Directory/Exchange
• Add/remove permissions for Security groups/Distribution lists in Active Directory/Exchange
• Unlock accounts, and change passwords in Active Directory
• Cisco IP phones - Update user information in both Unity Connection/Unified CM Console
• Track timesheet submissions using PowerShell
• Setup users on Android/iPhone devices
• Work issues in-person, and remotely using Lansweeper/RDS/Bomgar/TeamViewer
• Troubleshoot, resolve, or escalate helpdesk tickets
• Troubleshoot, setup, install, repair, and update hardware/software
• Troubleshoot issues with desktops/laptops Windows 7 and 10
• Migrate users from Windows 7 to Windows 10
• Microsoft Office (Outlook, Word, Excel, PowerPoint) 365/2016/2013/2010 ¬¬¬
• Image/reimage computers using Acronis software
• Deploy/install virus protection (Symantec/Malwarebytes) on computers
• Asset Custodian for the IT Department - Tracking all IT assets, submit reports quarterly
• New workstation configurations and setup