SUMMARY:

• To obtain a position utilizing my strong technical background with an emphasis on high performance.
• Provided both hardware and software technical support
• Able to work as part of a team and independently
• Excellent attitude for learning new skills
• Superior organization and communication skills

SKILLS:

Hardware: Desktop and Laptops

Printers: Lexmark and HP Laser jet

Software: MS Office and Active Directory

Operating System: Server 2013 and Windows7

Mail: Lotus Notes and Exchange

Ticket Tracking: Remedy and ServiceNow

Main Frame: AS400, Citrix and Feps

EXPERIENCE:

Confidential, FORT WORTH, TX

HELP DESK TECHNICAL SUPPORT

Responsibilities:

• Perform assigned technical duties, service calls and troubleshooting for Office 365 related issues on PC's, corporate wireless mobile devices, Wi - Fi, and basic Networking hardware and Software.
• Troubleshoot and Recreate users O365 Email profiles, Shared Folders/Mailboxes, PST and OST files, Calendars, Distribution lists, and Public Folders.
• Airwatch agent enrollment and troubleshoot email exchange on iOS devices.
• Troubleshoot MS Exchange 2010, 2013, Lync/Skype for Business and OWA Office 365.
• Resolve all issues using standard practices, procedures, and company approved troubleshooting tools and workflow processes.
• Setup and Verify user accounts in Active Directory/LAN ID passwords/Group Policy.
• Provide Remote Desktop assistance with Bomgar Application.
• Remote in users computers to resolve O365 Email issues on Citrix/Wyse Terminals/Xendesktop/ Windows laptop and Safeboot Recovery assistance with McAfee Endpoint Encryption console.
• RSA Token accounts provisioning distribution, PIN reset and synchronization. Including Pulse Secure - VPN Software Support.
• Assist with monitoring and tracking incidents with Service Now ticket system to ensure resolution occurs within the Customer SLA by documenting all troubleshooting efforts in incident tickets in order to minimize the amount of time taken to resolve customer issues.

Confidential, DALLAS, TX

SERVICE DESK TECHNICIAN

Responsibilities:

• Answer and track all call information in ServiceNow and Remedy ticketing system utilizing a knowledge base tool powered by Salesforce.
• Develop an understanding and proficiency to Active Directory, Oracle Systems and Applications, proprietary software, iOS, Android, Microsoft and Mac OS X platforms.
• Administration of Mobileiron and Management of MS Exchange accounts/mailboxes.
• Support users with issue related to Microsoft Office 2007, 2010 and 2013
• Use personal expertise to resolve requests and incidents in a timely fashion.
• Assist and troubleshoot remote end users with VPN connectivity.
• Mapped Network printers and install local printer for end users.
• Assist Webex accounts and troubleshooting issues.
• Support Voice over IP Phone System with Cisco Unity Manager.
• Support wireless network allowing wireless connectivity of office computers.
• Process hardware procurement requests for the Service Desk
• Provide the highest level of customer service to end users.

Confidential, DALLAS, TX

INVENTORY SPECIALYST TECHNICIAN

Responsibilities:

• Responsible to update inventory spread sheet for Cat6/Fibers cables, server equipment and the raised floor.
• In charged of the receiving department for incoming and outgoing equipment.
• Assist manager with consolidation of production and non-production devices in data center including racking and configuration of various systems and devices.
• Install Networks various types of switches such as Cisco, Brocades, Dell, Inflobox, and Juniper.
• Install various types of servers such as SUN, HP, EMC, Dell
• Run and test data cabling copper/fiber
• Ticketing system used was BMC Remedy

Confidential, DALLAS, TX

CONSULTANT: RELOCATION SUPPORT

Responsibilities:

• Facilitate the relocation of 900 Luminant employees.
• The environment was a mix of Windows XP/7 and Office 2007/2010
• We setup the computers, verified network connectivity and mapped printers to new print servers.
• Handled all post move desktop issues that would normally be sent to Local Desktop Support.
• Tracked issues using Remedy software to submit reports to the client.
• Made any needed adjustments to Cisco VoIP phones

Confidential, DALLAS, TX

CONSULTANT

Responsibilities:

• Installed 2500 Cisco IP phones in 3 locations
• Provided end user support the day after Cisco phone deployment
• Resolved escalated support calls using Cisco Call Manager and Cisco Unity Manager
• Handled setting up user profiles and voicemail
• Tracked issues using Remedy software.

Confidential, DALLAS, TX

EXCHANGE/AD MIGRATION TECHNICAL SUPPORT

Responsibilities:

• Performed a multi-domain migration for 8000 end users from MS Exchange 2003 to MS
• Exchange 2007, as well as, MS Windows 2003 to MS Windows 2008
• Handled various tasks regarding AD accounts and MS Exchange mailboxes
• Blackberry administration/enterprise activations
• Setup MS SharePoint permissions
• Troubleshoot Exchange mailbox & Outlook profile issues
• Migrated, created, enabled, assigned domain account permissions
• Processed/moved user’s AD accounts, mailboxes and computer accounts
• Troubleshoot login ID issues and computer name issues
• Ticketing system used was BMC Remedy
• Migration tool used was Quest

Confidential, DALLAS, TX

HELP DESK 2 nd LEVEL ASSISTANCE ANALYST

Responsibilities:

• Provide technical troubleshooting support for all 7-Eleven stores in the USA and Canada locations. Help users with store’s POS, printers, UPS, and network equipment including software and hardware.
• Work with Symbol Scanners and Confidential wireless devices for connectivity and configurations setup. Performed environment check for routers and switch when directed by Confidential -Department.
• Also we dispatch technicians for onsite work when it was needed for hardware issues and assist them with the network tools provided by Confidential .

Confidential, DALLAS, TX

Technical Support Engineer

Responsibilities:

• Provided customer 2nd Level Support of Compaq computers. Interfaced with customers to resolve intricate hardware technical inquiries relating to Windows 95, Windows 3.1x, DOS and most popular software packages.
• Research open cases employing the Internet, textbooks and additional resources until resolved.
• Serve as escalation point of contact in lieu of supervisor.

Confidential, DALLAS, TX

Customer Service Specialist

Responsibilities:

• Handle and provide resolution to customer billing inquiries.
• Analyze and diagnose network quality problems.
• Recommended savings plan through account review.
• Act as liaison to retain customer in conflict situations.
• Proficient in inbound arenas.
• Maintain sales, quality and productivity goals.