SUMMARY

• Business Information Systems, Bachelor’s Degree with CompTIA A+, Network+ with CompTIA Security+ and Cisco CCNA Training.
• Analyzing Level III issues on devices and resolving to the customer’s satisfaction with Documented InTune Services Data Center.
• Supporting overall Technology and focus on pro - active end-user customer service dedication.
• Implementing the IP/MPLS network covering the installations, maintenance, testing, and handovers.
• Library Installed Images. Efficient with Microsoft Windows 10 & 11 with Microsoft Quarantine Office 365 products and SCCM, including Word, Excel, Outlook, and PowerPoint.
• Performs software and hardware with Linux. Documenting inventory associated tickets systems for Break Fix of devices and Manage PowerBI Service.
• Training with Cisco Servers, OSI Model, ITIL, Networks, Routing Protocols, Switches, Access Configurations, Remedy and Service Now Tickets.
• Platforms such as messaging, video conferencing, telephony, C-Suite Executives, and other VIP staff.

PROFESSIONAL EXPERIENCE

Confidential, Sterling, VA

Desk Top Support

Responsibilities:

• Provided Federal Employees with migration services for Microsoft’s software and hardware on Windows 10
• Conducted Microsoft Team Remote Training and Chats with other Technicians
• Re-imaged laptops to Windows 10, load laptops and phones with O/365 software and Outlook email
• Reinstalled any 3rd party data and applications previously loaded for Clients
• Troubleshot issues with Windows updates, Office 365 software, network drives and printers
• Provided Administrative Services to reset Passwords for end users and solve Post Migration issues with supporting iPhones
• Created Service Now Ticketing Templates and documented resolved technical problems remotely

Confidential, Farmington Hills, MI

Senior Help Desk Analyst

Responsibilities:

• Performed VPN connections, resolved network issues for clients and team-members
• Configurated and created Remedy Ticketing Templates and documented resolved technical problems remotely
• Conducted Team Web Remote Training and Chats with other Technicians
• Effectively communicates with the Service Coordinator/Advisors and ITIL Service Operation Team-members
• Reset Passwords for Clients and Team-members, also while supporting their mobile devices
• Troubleshooting technical issues on PCs, Laptops, Mobile Iron Phones with high levels of acceptance

Confidential, Dallas, TX

NCHD Analyst

Responsibilities:

• Performed VPN connections, resolved network issues for agents, clients, and teammates
• Configurated and created Service Now Ticketing Templates and documented resolved technical problems remotely
• Conducted Cisco Webex Remote Training and Skype Chats with other agents, clients, and teammates
• Effectively communicates with the Service Coordinator/Advisors and ITIL Service Operation Teammates
• Unlocked & Reset Passwords for Agents, Clients, and Teammates, while supporting their mobile devices
• Provided Administrative Services to Branch Capture/PC Tellers, Citrix, Client Central and Sagitta for software or hardware support
• Troubleshooting technical issues on Cash Registers, Cisco Phones, Mobile Iron Phones, Printers & etc. with level of acceptance

Confidential, Dallas, TX

Desktop Support Technician I

Responsibilities:

• Maintained required compliance activities and adhered to organization policies and procedures
• Set up equipment for employee use, performing the scope installation of cable management
• Power up to ensure the equipment of no damage in the transportation, installing of new HP Laptop with docking stations
• Technical test of PC’s and Thin Client software, hardware, tape backups, phone administration, and the local area network

Confidential, Irving, TX

IT Support Analyst II

Responsibilities:

• Providing support on Linux desktops, laptops, and printers with a high level of acceptance
• Install HMS Images, Microsoft Windows 10 with Office 365 products and SCCM using Bomgar Remote
• Monitored “Service Now” ticketing system for answering and resolved issues to ticket closure
• Performed VPN, ticketing and resolved technical problem through remote systems support
• Effectively communicates with the Service Coordinator/Advisors and ITIL Service Operation Teams

Confidential, Fort Worth, TX

Seasonal Enumerator

Responsibilities:

• Performed visits to Nonresponse Follow-up and List of Field Data Capture (FDC) to record the status of housing units
• NFRU Re-interview and Field Verification cases that appear in the active case
• Provide input on solutions from the public with client’s and DCS Solution Architects
• Enumerator complete Census interviews using Administer Federation Services within the Directory Services Environment

Confidential, Dallas, TX

IT Support Analyst II

Responsibilities:

• Provided hands-on and break/fix levels 1 & 2 support for the communications environments
• Install Rockwell-Collins Images and Microsoft Windows 10 with Office 365 products
• Provided support on Linux desktops, laptops, and printers with a high level of acceptance
• Monitored “Service Now” ticketing system for answering and resolved issues to ticket closure
• Implemented the IP/MPLS network covering the installations, maintenance, testing, and handovers
• Demonstrating of Network Connectivity, Microsoft Quarantine 365 and Bomgar Remote
• Performed VPN, ticketing and resolved technical problem through remote systems support
• Maintained required compliance activities and adhered to organization policies and procedures

Confidential, Birmingham, AL

Desktop Technician

Responsibilities:

• Providing break fix services on Dell & Linux, Laptops and Desktops with a high level of acceptance
• Effectively communicates with the Service Coordinator/Advisors and ITIL Service Operation Teams
• Performing updates and upgrades as directed to ensure the integrity with longevity of equipment
• Using excellent communication, conversation, and documentation skills (Verbal and Written)

Confidential, Dallas, TX

PC Field Service Technician

Responsibilities:

• Configured Windows 10 and installing medical procedures on Touch Servers with cash registers including connecting printers
• Effectively communicates with the Service Coordinator/Advisors and ITIL Service Operation Teams
• Installing Touch Monitors for doctor’s offices and medical centers the primary customer care equipment loan agreement
• Resolved assigned Electronic Call Service Tickets, while complying with procedures, policies, and protocols
• Properly identify and troubleshoot all network devices on a LAN (Touch Screen Monitors, SVR, Workstation, Cash Reg, Printers, etc.)

Confidential, Dallas, TX

Network Support Technician

Responsibilities:

• Troubleshooting software and hardware problems through debugging, testing, and vendor assistance
• Provides recommendations of program changes to correct ticket problems with Remedy Software
• Provided support on Linux desktops, laptops, and printers with a high level of acceptance
• Power up to ensure the equipment was not damaged in the transportation, installing of new HP Laptop with docking stations
• Technical test of PC’s and Thin Client Software, hardware, tape backups, phone administration, and the local area network

Confidential, Dallas, TX

Network Technician

Responsibilities:

• Technical test with disconnect/reconnect of IMAC’s, Linux, PC’s & Peripherals lifting to 50 lbs. or more at any given time
• Provided effective technical support within the office and ITIL Service Operation Teams
• Set up equipment for employee use, performing the scope installation of cable management
• Configured Servers of TCP/IP addresses and Ports connecting wireless printers

Confidential, Dallas, TX

Field Support Technician

Responsibilities:

• Reconfigured Servers for balance load wired and wireless networks with Firewalls
• Effectively communicates with the Service Coordinator/Advisors and ITIL Service Operation Teams
• Configured Imaging of Thin Client Pc’s and laptops with software
• Field service installments for various cities and school deployments
• Provided Level I & II end-user support for hardware and software issues

Confidential, Dallas, TX

Field Support/Network Technician

Responsibilities:

• Collaborating with clients to ensure that cable management is in place, very important to the scope of business
• Technical test with disconnect/reconnect of IMAC’s, PC’s & Peripherals lifting to 50 lbs. or more at any given time
• Provided effective technical support within the office and ITIL Service Operation Teams
• Set up equipment for employee use, performing the scope installation of cable management

Confidential, Dallas, TX

Network Technician

Responsibilities:

• Set up A/V equipment and peripherals devices for end users docking stations
• Technical test with disconnect/reconnect of PCs with Peripherals and ITIL Service Operation Teams
• Installs and upgrades Microsoft Windows operating systems including standard business applications and associated peripherals
• Troubleshoots Desktop Virus and malware issues Maintains a daily backup of all network files
• Performs service administration tasks for software and hardware products to ensure manufacturer warranty

Confidential, Grand Prairie, TX

IT Network Technician Volunteer

Responsibilities:

• Effectively communicates with the Service Coordinator/Advisors and ITIL Service Operation Teams
• Supporting the Acts of Kindness Ministry and other church functions using computerized devices
• Assisted installing wireless access with end points connections with some of the church A/V Technology
• Configured Network Equipment Responsible for providing more effective technical support services
• Assists the Operations Manager, Accountant, Marketing/Advertising Department and Catering Company with any clerical needs
• Provide administrative/secretarial support for the office such as answering telephones, assisting visitors, and resolving

Confidential, Dallas, TX

IT Field Support Technician

Responsibilities:

• Remotely configured TCP/IP addresses and provided a checklist to call National Stores Owners/Administrators
• Instruct the install of new IMACs, PCs, hardware, software for their administrative systems with Ports connecting wireless printers
• Provided support on Linux desktops, laptops, and printers with a high level of acceptance
• Troubleshoots Desktop Virus and Malware issues of all network files and resolved help desk issues with Remedy Ticket Software

Confidential, Plano, TX

IT Technician

Responsibilities:

• Validate switch port information against a provided cable run list and make notes of any discrepancies
• Test results were recorded to be provided to Parkland and updates results are recorded daily in TMS

Confidential, Ft Worth, TX

Support Analyst

Responsibilities:

• Preformed quality assurance and troubleshooting of large variety of computer hardware before installation
• Evaluated and ensured operability of Google Android software for smart phones

Confidential, Flower Mound, TX

Support Assistant

Responsibilities:

• Protected confidentiality and the constitutional laws of the U. S. Postal Service with each delivery
• Scanned express mail, packages, registered mail and accurately processed those following strict guidelines
• Processed rejected items like declined bulk deliveries and return to sender mail as appropriate

Confidential, Ft Worth, TX

Support Analyst

Responsibilities:

• Preformed quality assurance and troubleshooting of large variety of computer hardware before installation
• Evaluated and ensured operability of Google Android software for smart phones

Confidential, Ft. Worth, TX

IT Technician

Responsibilities:

• Supported R&D Engineers by performing quality assurance testing on powered surgical equipment
• Generated Excel spread sheets from computerized test evaluations and ITIL Service Operation Teams

Confidential, Ft. Worth, TX

Support Technician

Responsibilities:

• Documented computerized tests for sterile equipment/manufacture ophthalmic products with suspensions
• Supervised 10-12 staff and coordinated scheduling for team members and examined samples into SAP database

Confidential, Grand Prairie, TX

Computer Support Technician

Responsibilities:

• Installed and upgraded computer devices to maintain an operational LAN/WAN
• Troubleshoots Desktop Virus and malware issues Maintains a daily backup of all network files

Confidential, Buffalo, NY

Computer Technician

Responsibilities:

• Refurbished donated computers and computer components for distribution to low-income public schools
• Completed troubleshooting and repair of non-operational computers for redistribution
• Install and perform minor repairs to hardware, software, and peripheral equipment, following specifications

Confidential, Birmingham, AL

Responsibilities:

• Certificate of Appreciation from DISD for Outstanding Support to the Sixth Graders
• Multiple Employee of the Year and Perfect Attendance Awards