Experience
March 2012 – Oct 2012 Confidential, Houston, TX
Trading Integrated Services Desktop Support
Level II support for Shell Trading floor supporting 2000+ users. Operating systems supported are Windows Vista, Windows 7, and Windows 2000. Applications include Vasco Digipass, Condeco, ICE Yellow Jacket, and ICAPture. Part of the 1000 Main St. move team that setup and maintained users and workstations. Decommissioning & inventorying former Shell trade floor building. Troubleshoots conference rooms and audio/video issues. June 2011 – Jan 2012 Confidential, Houston, TX
Deployment Inventory Coordinator
Receives and inventories new Dell desktops and laptops for Windows 7 migration on the Links project. Supports on site Dell technicians. Imaging and deployment of machines with 1st and 2nd phases of GME Windows 7 build using Dell Automated Deployment tool. Other responsibilities: Organize inventory, disposal of old equipment, wipe legacy PCs, coordinate logistics of asset movement. Member of the #1 Windows 7 deployment team in the U.S. Oct 2010 – Mar 2011 Confidential, Houston, TX
Windows Imaging Technician
Imaging and deployment of hardware to Chase locations. Support for Chase field technicians at branch locations. Desktop support for Event Managers department in Houston. Migration from Windows XP to Windows 7 including testing experimental builds, working with Desktop Engineering on Windows 7 corporate images. Asset management for Houston JP Morgan Chase depot including sending and receiving hardware/software through UPS daily. Jan 2010 - Aug 2010 Confidential, Houston, TX
IT Support Technician Level II
Desktop and help desk phone support for 500 + employees in Houston and south Texas including account troubleshooting. Extensive support of Dell Latitude desktops and E6400 laptops. Assisted in Windows 7 and Office 2007 migrations. Setup new users beginning in Active Directory with network access and group policies, imaged hardware, and full workstation setup. Applications include Symantec Altiris ticketing system and imaging tools, Cisco VPN, and Citrix XenApp client support. Hardware includes Ricoh, Xerox, and HP printers, Blackberry, AT&T Aircards, Cisco switches. Sept 2009 Confidential, Houston, TX
Desktop Support/ Help Desk
Assists users at Parker Drilling headquarters with phone and desktop support, as well as supporting offshore oil rigs. Applications supported include Office 2007, IE 7, Checkpoint, Autocad 2009, and Adobe Acrobat 8 using Microsoft Windows XP Pro. Ghost imaging of Dell hardware for deployment to all departments. Interacts directly with network administrators to resolve issues. Sept 2005 – May 2009 Confidential, El Paso, TX
Help Desk Analyst
First point of contact for 60,000 Merck employees: hardware & software troubleshooting, including LAN/WAN problem solving, interaction and escalation between provider groups. Windows XP account support; password resets, account unlocks as well as network security. Extensive Office 2002-2003 support, including Exchange Server issues. VPN remote connectivity using CheckPoint, RSA SecurID authentication, and iPass. Other applications include: Remedy ticketing system, Citrix Terminal Server, Netmeeting, BlackBerry Enterprise Server, SAP GUI, Symantec Antivirus, Java Runtime Environment, Adobe Acrobat, Lotus Notes, Office Communicator 2005, Documentum, WebEx, PeopleSoft and PeopleInfo. AS/400 and Windows Pocket PC specialist for Merck. El Paso site Desktop support and imaging specialist. Inventory management of hardware deployment. Outstanding performer in following categories: call time, calls to ticket ratio (107%), first contact resolution, closure rate, data integrity (95%)
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