SUMMARY:

• Highly motivated self - starter seeking a career opportunity as a IT Project Manager or Desktop Support Analyst. I have over 26 years of technical customer service experience.
• Excellent communication / documentation skills
• Experienced with the ability to maintain a high call volume Help Desk
• 26 years experience in Technology / Customer Service
• 8 years of Team Lead and Management experience.

TECHNICAL SKILLS:

Operating Systems: Windows 10/ 7/Vista/XP/2000/98/95, NT 4.0, Microsoft Server 2000 & XP, Workstation/Novell Netware 4.71/5.1, NetWare, Linux Red Hat, AS400

Software: MS Office 2013, 2010, 2003/2000/XP/97, MS Office 365, MS Internet Explorer 11, Outlook/ Exchange Server 2003, Active Directory, Lotus Notes 6.2 Tivoli, Remedy(ITSM), Altris, Crystal Reports,, Norton/McAfee Antivirus, Citrix, PeopleSoft, Novell Network, Ace Admin, Documentum, SAP, Project Wise, VPN, Terminal Services, Adobe Package, SMS, Net Meeting, Net Op, Telnet, SSO, RSO,OR Manager, Method, HIS. SecureDoc

Hardware: Dell, IBM, HP Desktop & Laptops, Microsoft Surface Pro 3, HP, XEROX, RICOH, Lexmark, Genicom/Tektronics Printers, Video Conference Camera & Polycomm, Cisco wireless routers & switches, Palm Pilot, Blackberry, iPhone, iPad and other PDA s.

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support

• Responsible for End User support for 500 customers.
• Responsible for removing Sophos encryption and installing Bit-Locker encryption.
• Responsible for Ordering Equipment (Desktops, Laptops, Printers & peripherals)
• Responsible for Imaging and deploying Desktops, Laptops & Surface Tablets
• Responsible for Pushing Software using Altris.

Confidential

IT Rollout

• Responsible for deploying and Imaging Desktops and Laptops for store personal and registers (POS).
• Responsible for deploying Zebra thermal printers and HP MFD’s and setting up static IP address.
• Responsible for connecting network ports to the Cisco switch in computer closet.
• Responsible for cable management.

Confidential

Desktop Support/ Solution Center

• Responsible for providing Desktop Support for 1 year before moving to the IT solution Center where I provided laptop, Surface Pro 3 and IOS device support.
• Responsible for configuring user’s local and network Printers.
• Responsible for installing and configuring all of the users Software and Encryption.
• Responsible for supporting Office 365 & Office 2013 products including Lync (Skype).

Confidential

Project Manager

• Created a schedule for the deployment of SecureDoc 5.3 Full Disk Encryption to 26,000 Desktop, Laptops & MAC’s
• Responsible for scheduling the desk side support after encryption Confidential completed
• Created Altris Task/Collection for user’s profile backup.
• Created Altris Task/Collection for Win Magic Secure Doc deployment

Confidential, Houston, TX

Project Manager (Coordinator)

• Responsible for scheduling the deployment of new equipment (Dell Desktops, Laptops and HP & Ricoh laser printers and Zebra label printers ) at 5 new facilities.
• Responsible for coordinating and scheduling the OS upgrade in all departments at the Main campus.
• Created and managed an asset excel database to track all equipment.
• Responsible for managing 8 Techs.
• Responsible for Cisco switch Rack-n-Stack and patching all the switches at new facilities.
• Responsible for deploying 600 Cisco Wireless Routers at 5 separate facilities.
• Provided Technical support for application installations of SSO, RSO, OR Manager, and Method & HIS.
• Coordinate and scheduled the application upgrade on new computers in some departments.

Confidential, The Woodlands, TX

Desktop Support

• Utilized Active Directory to maintain users accounts.
• Responsible for providing Desktop Support.
• Responsible for Desktop, Laptop & Printer warranty repairs.
• Provided recommendations on assets and asset management for of all Desktop, Laptop & Printer assets.
• Provide support for Plotters and all Local and Networked Printers.

Confidential, Houston, TX

Project Manager

• Responsible for coordinating and scheduling the deployment of 2500 new HP Desktops and 500 HP Laptops.
• Responsible for managing 8 Techs.
• Coordinate the application upgrade on new computers.
• Coordinate the application upgrade on new computers.
• Provided Technical support for entire project.
• Deployed Cisco wireless routers

Confidential, The Woodlands, TX

Desktop Support

• Responsible for providing Desktop Support.
• Coordinate Software upgrades using Marimba Policy Manager.
• Imaging and configuring HP & IBM Desktops and Laptops.
• Provide support for Plotters and all Local and Networked Printers.

Confidential, Houston, TX

Level II Desktop Support/Help Desk

• Upgraded/ users existing dell. Desktops / laptops
• Responsible for providing Desktop Support including Lotus Notes 6.2.
• Responsible for configuring user’s local and network Printers.
• Utilized Remedy to get dispatch for Desktop/Helpdesk Support Calls.

Confidential, Houston, TX

BP Remote Resolution Team (Level II Help Desk)

• Utilized Net Meeting to resolve the user’s issues.
• Responsible for installing and configuring all of the users Software.
• Responsible for installing and configuring all of the users Software. Responsible for configuring IRAS 3.1 and wireless connections.

BP Project Lead

Confidential

• Migrated users Laptops and Desktops at various offshore facilities for BP
• Responsible for coordinating and scheduling the installation and configuration of users software.
• Responsible for setting up users local and network printers
• Lead in charge of training and managing 15 techs
• Team was responsible for migrating IBM Laptops and Dell Laptops and Desktops to XP PassPort
• Installing IRAS and configuring Wireless connections

Confidential, Houston, TX

Helpdesk Lead, Autogas Rollout

• Managed the Rollout of Autogas & PDI at remote stations across 8 States (393 Sites)
• Responsible for assigning work and managing the work productivity of 9 techs.
• Responsible for scheduling the installation and support of Autogas and PDI installation.
• Built and maintained an Excel database to track progress

Confidential, Houston, TX

Lead PC Technician

• Technical lead in charge training and scheduling of 10 techs (2500 Users)
• Duties include Setting up and configuring PC’s with XP Pro. Using Norton Ghost.
• Used Project Wise to migrate users Application Data.
• Doing Customer Service after User has been migrated.
• Setting up users Outlook, Printers, Scanners, Software and VPN

Confidential, Houston

Level II Desktop Support Technician

• Troubleshooting and repairing Dell laptops and desktops
• Connected users to the LAN and tested their LAN / WAN connection (3500 Users)
• Troubleshooting and repairing H.P. printers (Laser Jet & Desk Jet)
• Troubleshooting and repairing Tektronix Printer
• Imaging, installing, and supporting Windows (NT 4.0 and 2000), Office 97, and Novell

Confidential, Houston, TX

Desktop Support Technician

• Responsible for Office 2000 Rollout
• Configured Outlook for Desktops and Laptops
• Troubleshooting LAN /WAN and TCP/IP problems.
• Set up Blackice and VPN on users Laptops.
• Setup Secure ID for remote users (1050 Users)
• User Norton Ghost to image PC’s.

Confidential, Houston, TX

Desktop Support/PC Technician

• Migrating users PC from Novell to Cisco (4500 Users)
• Troubleshooting and Repairing Compaq Desktop and Laptop
• Installed Office 2000, Converted users from Lotus Notes 4.5 to Outlook
• Used Norton Ghost to image new PC’s.
• Connected users to the LAN.

Confidential, Houston, TX

Desktop Support/ PC Technician

• Troubleshooting and repairing IBM Desktop and Laptop
• Installed and supported Windows 2000,Office 97,SAP, Documentum and Attachmate (1050 Users)
• Utilizing Norton Ghost Image For Windows 2000.
• Troubleshooting and repairing HP printers

Confidential, Houston, TX

P.C. and Hardware Technician

• Troubleshooting and repairing Dell laptops and desktops
• Connected users to the LAN and tested their LAN / WAN connection (3500 Users)
• Troubleshooting and repairing H.P. printers (Laser Jet & Desk Jet)
• Troubleshooting and repairing Tektronix Printer
• Imaging, installing, and supporting Windows (NT 4.0 and 2000), Office 97, and Novell

Confidential, Houston, TX

Field PC Technician

• Troubleshooting and repairing of IBM and Dell PC’s
• Troubleshooting and repairing of Lexmark, Genicom printers and HP Printers
• Troubleshooting and repairing of (ISP) In Store Processor
• Software and Hardware Installation
• Imaging, installing, and supporting Windows 95, Office 95 and 97
• Supported Novell assigning user rights and granting permissions

Confidential, Ft. Bliss, TX

• Squad leader in charge of 12 soldier
• Responsible for maintenance and up keep of radar guidance system on the Vulcan.
• Completed Airborne and Ranger School.
• Honorable Medical Discharge