SUMMARY:

Customer - focused in desktop support with 14 years’ experience in a Windows (7/10) environment. Broad spectrum of system application, hardware, printer experience. Exceptional customer service and communication skills. Consistently conveys competence and concern to end users. Strong ability to multi-task and to perform with a sense of effectiveness and efficiency for rapid issue resolution.

PROFESSIONAL EXPERIENCE:

Confidential,Fort Worth, TX

Desktop Support Technician

• Functions as a “first line” representative to answer various levels of information technology questions from users demonstrated by monitoring and maintaining request/resolution information.
• Utilizes Marimba Client and Server Management to assign specific applications based on a user’s needs and permissions.
• Serves as an administrator for McAfee Endpoint Encryption to 1,500+ laptops and tablets using McAfee ePolicy Orchestrator (ePO) management console to reset passwords and remediate broken endpoints.
• Knowledge of Active Directory user and computer management: managed 1,600 users, 1,800 computer and group accounts. Reset user passwords, enabled/disabled user and computer accounts, creates and deletes accounts to clear duplicate and outdated entries.
• Practiced experience in MS Outlook, Excel, Word, PowerPoint, Adobe Reader, Adobe Acrobat Pro X, XI and DC, break fixes, imaging computers, laptops and tablets, McAfee encryption, Internet Explorer 11, Google Chrome, network printers (via print server), and direct connect printers.

Confidential, Irving, TX

IT Specialist (CUSTSPT) (Tier I/II)

• Responds to requests for assistance in-person, over the phone, via email or remotely to 350 users in a Windows 7 (32 and 64 bit) environment. Manages the processing of these support request to ensure they were handled in a timely manner, and with the utmost courtesy.
• Troubleshoots printing, copying, faxing and scanning functions for 42 Lexmark MX410de printers and printing functions for 7 Dell Black & White 1710 printers.
• Creates, deletes, moves and maintains 350 Google+ accounts to ensure document sharing over the web. Developed PowerPoint guidance on enabling 2-step verification (two-factor authentication) steps to ensure an extra layer of security to accounts.
• Knowledge of Active Directory user and computer management: managed 350 users, 350 computer and group accounts. Reset user passwords, enabled/disabled user and computer accounts, creates and deletes accounts to clear duplicate and outdated entries.
• Enrolled 30 users in MobileIron mobile device management to secure, manage, and monitor their government issued mobile device to access business critical data (email).
• Working knowledge of networking basics: Restart wiring closet cabling electronics including switches or other network devices. Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades. Identifying connectivity to computers, tablets. Recognizing port security and connectivity to a switch. Ability to run down and up channel ports, blades and switches to network controllers to help restore network connectivity.
• Practiced experience in MS Outlook, Excel, Word, PowerPoint, Adobe Reader, Adobe Acrobat Pro X, XI and DC, break fixes (Dell Latitude e6420, Dell OptiPlex 780, XE2), imaging computers, laptops and tablets, Bitlocker encryption, Lexmark Scanback utility, Cisco AnyConnect Secure Mobility Client v3.x, v4.x, Internet Explorer 9, 11, Mozilla Firefox, Google Chrome, network printers, and direct connect printers.

Confidential,Dallas, TX

Mid-Level Field Engineer (Tier I/II)

• Functions as a “first line” representative to answer various levels of information technology questions from users demonstrated by monitoring and maintaining request/resolution information.
• Utilizes Microsoft System Center Configuration Manager (SCCM) to assign specific applications based on a user’s needs and permissions. Windows Server Update Services (WSUS) to apply updates.
• Serves as an administrator for McAfee Endpoint Encryption to 500+ laptops and computers using McAfee ePolicy Orchestrator (ePO) management console to reset passwords and remediate broken endpoints.
• Created, assigned, modified, and resolved 15 - 20 tickets daily using BMC Remedy Action Request System 7.6.
• Used Microsoft remote desktop and Microsoft Lync to revolve system issues or install software to over 200 users that were located out of the Dallas/Fort Worth area of responsibility.
• Diagnoses, troubleshoots and resolves printing, copying, and scanning functions for 33 Dell 3115cn Color Laser printers and printing functions for 500+ Dell Black & White 1710/1720 printers.
• Completed roll out and in house refresh of inter-department moves, break fixes, and removal of obsolete systems of 300+ new systems to Windows 7 using Symantec Ghost 3.0.
• Working knowledge of networking basics: Restart wiring closet cabling electronics including switches or other network devices. Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades. Identifying connectivity to computers, tablets. Recognizing port security and connectivity to a switch. Ability to run down and up channel ports, blades and switches to network controllers to help restore network connectivity.
• Practiced experience in MS Outlook, Excel, Word, PowerPoint, Adobe Reader, Adobe Acrobat Pro IX and X, break fixes (Dell Latitude e6320), imaging laptops, SecureDoc encryption, McAfee ePO Orchestrator, Cisco AnyConnect Secure Mobility Client v3.x, v4.x, Internet Explorer 9, 11, Mozilla Firefox, Google Chrome, network printers, and direct connect printers.

Confidential,Irving, TX

System Administrator (Tier I/II)

• Functions as a “first line” representative to answer various levels of information technology questions from users demonstrated by monitoring and maintaining request/resolution information.
• Serves as an administrator for McAfee Endpoint Encryption to 141 - 251 laptops using McAfee ePolicy Orchestrator (ePO) management console to reset passwords and remediate broken endpoints.
• Created, assigned, modified, and resolved 15 - 20 tickets daily using BMC Remedy Action Request System 7.6.
• Diagnoses, troubleshoots and resolves printing, copying, and scanning functions for 5 Dell 3115cn Color Laser printers and printing functions for 35 Dell Black & White 1710/1720 printers.
• Working knowledge of networking basics: Restart wiring closet cabling electronics including switches or other network devices. Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades. Identifying connectivity to computers, tablets. Recognizing port security and connectivity to a switch. Ability to run down and up channel ports, blades and switches to network controllers to help restore network connectivity.
• Practiced experience in MS Outlook, Excel, Word, PowerPoint, Adobe Reader, Adobe Acrobat Pro X, XI and DC, break fixes (Dell Precision M6600, Dell Latitude e6320), imaging laptops, Secure Doc encryption, McAfee ePO Orchestrator, Cisco AnyConnect Secure Mobility Client v3.x, v4.x, Internet Explorer 9, 11, Mozilla Firefox, Google Chrome, network printers, and direct connect printers.

Confidential

Client Support Administrator (Tier I/II)

• Assists with the management of Active Directory infrastructure to include 250 end users accounts, permissions, access rights, and storage allocations in accordance with best practices regarding privacy, security, and regulatory compliance.
• Performed duties as Information Assurance Security Officer; briefed 250 end-users every 6 months on Information Assurance and Computer Security via pamphlets, end user agreements and computer based training.
• Maintained inventory database for Automated Data Processing Equipment consisting of 227 assets valued at over $183,000.
• Practiced experience in MS Outlook, Excel, Word, PowerPoint, Adobe Reader, Adobe Acrobat Pro IX, break fixes (Dell OptiPlex 745 tower) imaging computers, Internet Explorer 9, network printers, and direct connect printers, Secure Internet Protocol Router (SIPRNet).

Confidential

Client Support Administrator/Knowledge Operations Manager

• Promoted to lead role to lead a three-member IT team in configuring, troubleshooting, maintaining a Windows environment for a 650 personnel division.
• Modified 423 user profiles; gained much needed main-server memory—saved 120 hours in weekly required maintenance.
• Key player for records management program; oversaw transition of paper files to new electronic file plan--oversaw transition of paper files to new electronic file plan—Unit Compliance Inspection compliant.
• Managed group SharePoint/Air Force Portal pages; secured 10GB of vital information—provided over 2,000 users with mission and community information.