TECHNICAL SKILLS

• Incident Management & Response
• Software Development Lifecycle
• Network Administration & Security
• Business Continuity & Disaster Recovery Administration
• Quality Assurance & Testing
• Knowledge of accepted Information Security Controls (ISO 27001/ 27002 , NIST )
• MS Office Applications
• SharePoint 2010
• Windows Server 2008 & Active Directory
• Exchange 2010, 2013
• Enterprise Patch Management Confidential
• MobileIron
• Private cloud application configuration and management
• ITIL Support Confidential administration
• VOIP telephone Confidential
• SCCM
• Flexera CSI Patch Management
• WSUS
• Virtual Machine
• Director
• LANMine
• RTO
• VIP Manager
• VSphere
• SkyNet
• Putty

PROFESSIONAL EXPERIENCE

Help Desk Analyst

Confidential - San Antonio, TX

Responsibilities:

• Provide first level support and follow-up, through the Help Desk, to the Confidential ' user community regarding computer operations, hardware components, and software applications on multiple platform environments.
• Interview user, analyzes user's concern, reviews procedures and actions taken by user, and instructs user to perform diagnostic procedures in order to determine and complete the resolution/escalation of the user's concern.
• Document user's concerns and associated resolutions through Work Order Confidential .
• Maintain technical knowledge by attending training, workshops, and reviewing publications.
• Coordinate repair of printers, copiers, and laptops by outside vendors.
• Troubleshoot, configures, repairs, reimages, and issues laptops.
• Perform remote troubleshooting and installation of software applications.
• Apply procedures for Microsoft Office Professional Software Suite, Symantec Anti-virus software, Microsoft OS updates and Microsoft Exchange e-mail, Helpdesk management software, and various mainframe-based software applications.
• Apply procedures for Network interface software, Web technology and relational database as they relate to solving basic connectivity problems.
• Establish and maintains effective working relationships and public relations.
• Perform other duties as assigned.

Remote Support Specialist

Confidential - San Antonio, TX

Responsibilities:

• Provide tier 2 technical support for client employees and problem solving for specific segments of client systems or software.
• Provide first point of contact for inquires submitted via telephone or click to chat.
• Under direct supervision, simulates or recreates customer problems to resolve user operating difficulties.
• Discuss problems or inquiries with other department personnel and offers technical assistance and insures proper handling and follow-up.
• Communicate customer suggestions for enhancements and insures proper handling and follow-up.
• Utilize Knowledge Base and Incident tracking Confidential per established SOP.
• Document problems and corrective procedures.
• Assist other technical support and development personnel to determine problem solutions.
• Keep peers and management informed of trends, scheduled, unscheduled outages and delays in support.
• Keep customers informed of scheduled and unscheduled down-time events through resolution.
• Attend on-going training to achieve level of technical skill needed to solve more problems that are complex.
• Promote and advocates company security policy(s), procedure(s) and awareness programs.
• Perform other duties as required.

Tier 2-3 Desktop Technician

Confidential - San Antonio, TX

Responsibilities:

• Windows 7, 8, and 10
• Utilized Virtual Machine for test environment
• Scanned for PCs missing Mozilla Firefox latest ESR version after patch deployment and remediated
• Reimaged test PCs as needed (American and French OS) for patch testing
• Utilized WSUS to manage test environment PCs
• Utilized the Flexera Patch Management tool to test newly released updates (including Mozilla Firefox (x86 ESR, 64 bit ESR), Adobe Flash Player (32 bit and 64 bit), 7 Zip (32 bit and 64 bit)
• Documented patch test results
• Created step by step instructions for creating update packages for Mozilla Firefox (latest ESR version) utilizing Flexera
• Installed updated Flexera client agents to test PCs as instructed

Help Desk Analyst

Confidential - San Antonio, TX

Responsibilities:

• Oversaw the San Antonio office and Austin office technical requirements
• Managed commuter itinerary and trip expenses
• Install, modify, and repair computer hardware and software
• Monthly Inventory
• Apple products activation, configuration and deployment
• Manage Mobile Iron account functions for end users
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Reimage Windows 7 HP and Dell systems
• Install applications utilizing SCCM Confidential
• Respond to queries either in person, remotely or over the phone
• Train computer users
• Maintain daily performance of computer systems
• Respond to Lync or email messages for customers seeking help
• Run diagnostic programs to resolve problems
• Install computer peripherals for users
• Follow up with customers to ensure issue has been resolved

Enterprise Service Desk

Confidential - Houston, TX

Responsibilities:

• Created new tickets or revisited existing tickets for follow up or completion
• Execute Incident Management and Request fulfillment processes to restore normal operations to end user devices as quickly as possible

PC Specialist

Confidential - San Antonio, TX

Responsibilities:

• Level II support for escalated user/ Confidential /network issues
• Maintain Confidential /software vulnerability tracking and security patch scheduling
• Coordinate and facilitate security incident resolutions & management response
• Establish mobile device policies and security configurations
• Business process analysis and requirement gathering consultations
• Project management analyst for new technical acquisitions and implementations
• Assemble test case plans and Confidential deployment strategies
• Perform software quality assurance testing
• Conduct commencement interviews and end-user training
• Research technical standards, frameworks and trending best practices
• Collaborate with Organizational Leadership for strategic planning, Confidential configurations & designs

Help Desk Technician

Confidential - San Antonio, TX

Responsibilities:

• Provided Level I support for organization hardware and software issues
• Configured and deployed new Confidential hardware to organizational divisions
• Troubleshoot all remote telecommunication service devices

Management Trainee (Internal Audit)

Confidential - San Antonio, Texas

Responsibilities:

• Internal audits (Operations, Finance, and Retail Sales)
• External audit (credit union audit by outside firm)
• Member inquiries (account discrepancies)
• Management requests (community services, organizational accountability)
• Investigations (employee transaction fraudulent activity)
• Field audits