SUMMARY

Goal-oriented and collaborative IT professional with experience providing Windows OS/ MAC installation, administration and configuration to support growing businesses. Proven analytic and problem-solving skills with the keen ability to assess needs, define requirements, develop value-added solutions, and execute technical solutions that streamline and improve operating efficiencies. Adept in communicating with technical and non-technical audiences. Develop system documentation and create policies to meet the needs of dynamic and continuously changing environments.

EXPERIENCE

Confidential,Houston, TX August 2012 ~ Present
Desktop Engineer III
Manage all aspects of network administration and support for 100 end users. Correct technical problems and information technology issues effectively. Maintain, install and support approved software, routers, switches, servers, desktops/laptops, printers, Ipad, Iphone, smart phones, Network connectivity, remote access and CiscoVPN. Configure and maintain Windows Server 2008 Enterprise, Active Directory, Group Policies, SCCM. Troubleshoot, create and deployment of software images. Perform planned maintenance and organized projects including moves, add and change. Analyze problem trends and develop ideas to achieve problem resolution. Extensive Active Directory, Server 2008 Enterprise, SCCM, WIN 7 deployment, Video Conference, MAC, Office 2010, Outlook 2010, Citrix, Polycom, Remedy, Autodesk Navisworks freedom, Symantec Endpoint Protection, Adobe Professional, Mathcad, Cisco VPN, Bentley, AutoCAD, IPad, IPhone and Android phones.

Confidential,Houston, TX August 2011~ August 2012
Consultant/Helpdesk Analyst II
Senior Technical Analyst. Responsible for service support and delivery for JPMorgan Chase’s Global Technology Infrastructure. Provide Remote Desktop Support, business/core applications, Symantec Endpoint Encryption, software installations, configuration and deployment, extensive Active Directory, Passwords, AS400 Mainframes, troubleshoot desktop/laptop, Migration XP/Windows 7, VDI, MAC, Microsoft applications, Banking Core Applications, Blackberry, IPhone, IPad, Smart phones, Remote Connect, Cisco VPN, BitLocker, SSO, Citrix, SecurID Tokens Network Connectivity. Create, review, solve, and escalate tickets via Peregrine Service Center, Vulcan and in-house developed ticketing system. Accept inbound calls, customer incidents and requests. Resolve 25 tickets per day through the use of a Knowledge Base, individual research and team collaboration.

Confidential,Fresno, TX January 2009~August 2011
Consultant/Computer Technician
Provide laptop, desktop, and MAC support and repairs. Onsite and remote technical support. Software, hardware installations, virus/spyware removal, data backup and recovery, Symantec Endpoint Encryption, computer and internet setup, performance evaluations, and upgrades.

Confidential,Houston, TX July 2008~November 2008
Consultant/Helpdesk Supervisor
Provide desktop support for 300 + end users with computer, network, smart phones, POS, and peripheral devices. Provided functional and technical support, troubleshooting, diagnosing and resolving hardware and software problems,includingdesktop, laptop, BitLocker, WAN, LAN, VPN and remote systems. Install software, updates, and custom images. Manage rollouts of new equipment. Resolve Windows OS platform, MAC, software and Internet Explorer issues. Assist in Windows XP Migration (Altiris), Windows 2003 Server/Exchange Migration.

Confidential,Houston, TX February 2007 ~ July 2008
Systems Administrator/Team Lead
Responsible for desktop/laptop and MAC support, disk encryption, asset management, hardware and software applications for workstations, servers, network data communications. Perform all levels of hardware and software systems support. Support 400 total users in various locations nationwide, as well as
corporate office users. Performed hands-on administration, monitoring, and troubleshooting of Local Area network (LAN), resulting in optimum performance and minimum downtime. Manage rollouts and projects for servers, switches, and other network resources. Migrated to Windows 2003 Server/Exchange with Blackberry Integration Services, Windows Server Updates Services (WSUS), and Microsoft Operations Manager. Administer local and remote server backups with Verities Backup Exec. Create and maintain Active Directory user accounts and outlook mailboxes. Setup and troubleshoot VPN accounts. Cisco Call Manager. Install JDE EnterpriseOne, Setup JDE accounts. Problem management, track inventory of equipment and Software licenses, maintain passwords, data integrity, file system security for the desktop environment. Coordinate the logistics of technology requirements and setups during multiple office relocation.

SKILLS
Proficient in Windows OS XP, Windows 7, Mac OS, Internet Explorer, Safari, Microsoft Office Suite 2007, 2010, Lotus Notes, RRTIS, Share Point, Norton, Trend Micro, McAfee, Adobe, Solomon, Quick Books, AS400, PBX, Novell, GroupWise, PeopleSoft, Citrix, JDEdwards, Symantec Ghost, Windows Server 2008, Blackberry Server, Active Directory, Nod32, Remedy, PeopleSoft, Track it, VPN, DameWare, Heat, Real VNC, Cisco CallManager, Altiris, VERITAS Backup, Tivoli, PDA, Good for Enterprise, Extra Attachmate, Peregrine, Blackberry, Iphone, Ipad and Smart Phones.