Tech Lead / Executive Support Liason Resume

SUMMARY:

I am a Lead Desktop Operations/Support professional who has served in the Infrastructure Support industry for nearly ten years and seeking opportunities to expand my skillset and learn new technologies. I’ve served in every encompassing role from break/fix, to Levels 1, 1.5, 2, and 3 support, to Asset Management, Application Support, image creation and testing, as well as Lead/Supervisor positions.

PROFESSIONAL EXPERIENCE:

Tech Lead / Executive Support Liason

Confidential

Responsibilities:

Single point of contact liaison for Airbus Helicopters C - Suite for all levels of IT support, coordinating with other teams as a project manager to expedite resolution to their needs with white-glove service.
Managed the deployment and use of all AV equipment within Airbus Helicopters, to include support vendors, maintenance, and use.
Served as SME (Subject Matter Expert) for Airbus IT operations during multiple large-scale transitions and acquisitions. Managed multiple projects to include image development and testing, refresh projects, asset management, etc.
On-Call 24/7/365 as a Lead Technician and in support of corporate executive staff to facilitate timely resolution of P1/2 incidents, problems and changes after hours via ITIL standards.
Worked alongside EUC Lead to manage multiple IT teams across sites in the United States and Canada, trained and hired technical staff, developed KB (Knowledge Base) directories, software repositories, etc for team use.

Desktop Operations Technical Lead/Supervisor

Confidential

Responsibilities:

Lead and managed a team of four local Desktop Support technicians, responsible for maintaining all site IT operations up to and including Level 3 operations, servicing the headquarters of the Abbott Diagnostics Division to include dedicated support to high level VPs/officers.
Served 24/7/365 on-call support to the WINTEL, UNIX, Managed Networking and Backup teams to provide direct data center support for critical outages. Maintained AV & video conference support to conference rooms and executive offices and the support of Avaya VOIP in the form of creating and managing user extensions, deploying and troubleshooting hardware.
Performed all manner of direct Desktop Support function, to include and not limited to: Hardware break/fix, application support, asset management to include maintaining the change management database (CMDB), network and IDF support, data center and server critical response support, active directory OU and security group management.
Responsible for interviewing and screening of Desktop Operations new hires, coaching, and regular performance reviews of technicians, maintaining the nation’s top incident closure rates and customer satisfaction ratings as primary KPIs consistently.

Senior Support Specialist L2

Confidential

Responsibilities:

Provided Level 2 Desktop Support as well as Remote Support for Southwest Airlines stations, pilots, flight attendants and executives/VIPs/ corporate officers along with their staff in a high-volume environment.
Per ITIL standards, maintained a work queue of service requests, change management requests, and incidents of varying impact/urgency. Assisted in identifying problem incidents and involving escalated teams via bridge sessions as appropriate.
Supported more than 900 varying applications from routine Operating Systems (Windows XP/7/8.1/10, MAC OSX), mobile devices such as tablets, androids/iPhones, Exchange servers, standard Microsoft business applications, proprietary products, etc.

Client Technologies Analyst L3

Confidential

Responsibilities:

Spearheaded corporate migration from Windows XP to Windows 7/8.1 to include managing image development projects and deployment as well as hardware testing and replacement across the nation with up to 75% nation-wide travel.
Designed, developed, tested, and deployed images for new hardware across multiple platforms using Microsoft’s ImageX tool (tablets, desktops, laptops, SFF’s) and manufacturers (Dell, HP, Lenovo).
Stationed in the corporate headquarters, provided exclusive Desktop VIP support to enterprise-level executives and officers and staff.

Desktop Support Technician L2/3

Confidential

Responsibilities:

Solely responsible for the asset management of more than 4,000 corporate assets, as well as simultaneously working alongside two other technicians as a small team to support Schneider Electric’s Texas population of more than two thousand employees.
Served as both Level 2 and Level 3 IT support escalation per ITIL standards as well as on-call for high severity incidents and work orders using the Remedy system.
Hands-on support for a variety of system hard/software, to include server support, depot function, imaging, repair and deployment.