PROFESSIONAL SUMMARY:

• Multi - talented problem solver wif demonstrated success in technology, telecommunications,, and problem resolution
• Customer service oriented, chronic issue resolution, product support, conveys ideas, policies, and procedures, work independently and in teams.
• Networking: Active Directory, Microsoft Exchange 2016
• Hardware Capabilities: Backup/Storage Devices, Desktops builds & repairs, wireless access points, Printer, Fax Maintenance and Support, Android / iPhones / iPads / Windows Tablets
• Avaya/ Shoretel/ Polycom/ Cisco VOIP systems, Windows 7 / 10 OS, Mac OSX, Linux, Google Chrome, C++, LAN, WLAN
• Applications: Backup Exec, Microsoft SharePoint, Microsoft Lync 2013, Symantec Antivirus 2014, MS Office Suite 2010/2016, Sophos Anti-Virus

PROFESSIONAL EXPERIENCE:

Confidential - Houston, TX

Project IT Analyst / Project Manager

Responsibilities:

• Provide day-to-day support for all project team members during standard office working hours and non-working hours. Supported all sites as required in Mexico. My support includes, but is not limited to, laptops and desktops, standard and non-standard applications running on those, Linux, PCs, HP, MFD printers, plotters, other peripheral devices. Patching of all project equipment. Support of file collaboration and audio / video conferencing services.
• On a day-to-day basis maintain, keep current and escalate service and support tickets allocated to the project using the IT Help Desk system, as well as monitoring and handling any e-mails received.
• Maintained all video conferencing equipment for conference room use. Identified, isolated and repaired computer and video conferencing equipment showing wear and tear as well as performing preventative maintenance routines.
• Maintain the project inventories of hardware and software covering all project sites.
• Manage project of migrating conferences rooms to Yealink video conference equipment.
• Complete the build and configuration of computer hardware for project use, using standard Company processes and procedures.
• Management of project hardware asset base to ensure all hardware is optimally used. Hardware assets include laptops, desktops, monitors, phones, mobile phones, autantication devices, mobile hotspots etc.
• Maintain stock levels of nominated spares for all sites as required.
• Manage Disaster Recovery plans for all project sites
• Manage Services for: Citrix Cloud farm, Hyper-V servers, HP Servers, Cisco AP’s, Cisco Call manager, Veeam 9.5, O365 and Cisco meraki switches, Ready Upstream SAP, Assai Cloud
• Develop and maintain documentation as required - ‘how to’, ‘user guides’, etc.
• Assisted project G&G wif their applications, e.g., Spotfire, Petrel, Eclipse etc.
• Project Manager for: Assai Cloud rollout, Network design and implication for Mexico, SharePoint 365 rollout.
• Leverage Company IT Teams and processes to complete work as and when required.
• Trained new Desktop Support Analysts.

Confidential - Houston, TX

IT Infrastructure Specialist / Project Manager

Responsibilities:

• Trade floor support for 15 traders combined in the Houston and Calgary office.
• Manage the IT for Houston (45 local users) and Calgary office (10 remote users).
• Setup new employees in AD and ensure desk is properly configured.
• Monitor and control inventory, including repair and replacement parts for PC's and printers (Ricoh MFD and HP Printers).
• Configure mobile devices (Androids, iPhone, iPad) for enterprise on-site network connectivity. Managing mobile phone account.
• Evaluate cost saving factors for all IT equipment.
• Responsible for the creation of new IT policies and procedures.
• Manage Services for: Citrix Cloud farm, Hyper-V servers, Fortigate firewalls, HP Servers, Verizon MPLS, Cloud9, Aruba AP’s, Microsoft AX Dynamics 2012, Shoretel PBX system, Veeam 9.5, Exchange 2016, O365 and Cisco switches.
• Project Manager for: Windows 10 / Office 2016 rollout, Skype for Business rollout, Relocation of local servers, and Citrix Cloud rollout.
• Managing d Confidential feeds programs: Bloomberg, Marketview, and Platts.
• Supported Lifesize video conference equipment.
• Planned and performed the upgrades to Linux (RHEL 5x, 6x, SUSE 10, 11, CENTOS 5, 6) operating systems and hardware maintenance like changing memory modules, disk devices, SAS, S Confidential & SCSI devices
• Work wif outside vendors as needed.
• After hours support for software rollouts and system maintenance.

Confidential - The Woodlands, TX

Desktop Support Level II / Project Manager (contract)

Responsibilities:

• Set up and test new PC hardware, peripherals, and software.
• Monitor and control inventory, including repair and replacement parts for PC's and printers.
• SCCM/ Firewall administration in a corporate environment.
• Support remote user’s needs via Windows Remote Assistance.
• Support VIP level clients.
• Troubleshoot and Diagnose of LAN/WAN connectivity issues.
• Configure mobile devices (BlackBerry, iPhone, iPad, Windows Tablets) for enterprise on-site network connectivity.
• Provides assistance to PC users wif various software (SAP, Petrel) and hardware.
• Interpret PC hardware errors and resolves printer and peripheral problems as needed.
• Installation of Cisco VoIP desk phones in visitor’s offices and conference rooms.
• Use Remedy ticking system to record issue resolutions and escalations.
• Set up and configure MFD’s.
• Conducted Apple TV classes for employees on policies and procedures.
• Assist wif the installation and relocation of computer hardware.
• Assist in deployment rollout of Microsoft Lync 2010 and Lync 2013.
• Assist wif associate account issues (i.e., password resets, account lockouts, etc.) in Active Directory.
• Project manager for hardware refresh project dat replaced over 400 end user’s laptops.
• Project manager for windows 8 pilot.
• Manage additional projects, as assigned.

Confidential - Houston, TX

Desktop Support Level II / Jr. Network Admin (contract)

Responsibilities:

• Provided desktop support for over 70 clients in the greater Houston region by phone or in person as needed to minimize downtime.
• Performed set up, maintain, and troubleshoot Microsoft Windows 7 workstations and laptop computers.
• Performed set up, maintain, and troubleshoot Associate Blackberries, Apple IPhones and Apple iPad tablets.
• Managed user and computer accounts in Active Directory.
• Record and track all tickets through completion utilizing Remedy Service Desk Express.
• Responsible for the Asset Management full lifecycle: Receiving all assets (Desktops, Laptops, iPhones, and iPads, etc.), imaging new machines, wiping hard drive of old machines, reconciling actual assets shipped and equipment ordered, tagging assets, tracking all equipment, and supporting users for any technical issues.
• Maintain the performance and availability of the corporate servers.
• Maintain asset inventory for corporate office using Altiris Asset Management.
• Support applications including MS Office, Outlook, File Site, iManage and Citrix.
• Support for migration from Altris Deployment to SCCM 2012.
• Provided new hire for company software to include (FileSite, Time Builder, Rightfax, Citrix and Mobile device policy).
• Set up and configure printers, scanners, and other peripherals.
• Provided support and maintenance of the Polycom Video Conference equipment.
• Performed a migration from Windows XP to Windows 7.
• Document issue resolution using the help desk ticketing system (Altiris).
• Performed tape backups of network d Confidential .
• Updated and maintain card reader security system.
• Maintain excellent communication wif all end users and other members of the IT department.
• Work wif outside vendors as needed.