TECHNICAL SKILLS

Software: Windows 10/8/7, Microsoft Office Suites, MS Visio, MS Lync Corporate Edition, Windows 2012/2010/2008 Server, Active Directory, Group Policy, Exchange Server 2010, Windows Deployment Services, MS Sharepoint, Livelink, Adobe Dreamweaver, Adobe Flash, Adobe Acrobat Pro, Symantec Ghost, Citrix, DeepFreeze, MS Hyper - V, Help Desk Tracking Software, SQL Server, Blackboard, Cisco Anyconnect VPN, Carbonite, Barracuda, PGP Desktop client

Hardware: PC/Network Hardware Architecture which includes: motherboards, CPUs, NICs, hard drives, power supplies, RAM, IDE/SATA cables, S-video/DVI/HDMI cables, scanners, ink jet and laser jet printers (local and networked), monitors, modems, switches, routers, firewalls, wireless routers, CD/DVD-RWs, laptops, LANs, WANs, Bluetooth, Wired technologies (twisted pair, coaxial, fiber), Wireless technologies, webcams, iPads, iPhones, Mac, Cisco ASA

PROFESSIONAL EXPERIENCE

Confidential, Houston, TX

IT Service Desk Manager

Responsibilities:

• Manage a Service Desk team of 6 full time IT technical specialists (Level I, II, III) located across 3 states
• Responsible for utilizing Manage Engine Service Desk Plus software to manage incident/problem/change management/knowledge base/projects
• Responsible for training, managing and providing disciplinary actions for all Help Desk employees, as well as rewarding the team with free lunches/team outings
• Identifies and Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Responds to customer dissatisfaction and follows through to ensure a satisfactory resolution
• Reporting on team’s SLA’s, KPI’s and Aged Cases on a weekly basis to present to upper management
• Provide escalation paths to our engineers once the Service Desk cannot resolve any advanced IT issues
• Service as Project Manager to provide reports/updates on all IT projects
• Inventory Management for all software/hardware, as well as compliance management
• Responsible for creating/updating company software policies/security policies/email policies
• Manage the IT budget to purchase all hardware/software equipment needed
• Responsible for all Active Directory user objects, computer objects and getting the most out of AD to ensure location of user, computer name of user and ticket number of onboarding/change/termination of user is all captured in AD to provide reporting to auditors
• Make sure we are NIST/SSAE 18 compliant with IT processes/procedures
• Provide on call weekly rotation and after hours support for the team
• Responsible to weekly team meetings, and bi - weekly one on one meetings
• Responsible for providing online training (CBTs) for all technicians
• Manages the Service Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
• Hold regular WebEx training sessions regarding different areas in IT
• Repsonsible for the company’s emergency alert noficiations for office closures/delays, etc by sending out text/email/voice calls informing employees of the office closures

Confidential, Houston, TX

IT Systems Engineer

Responsibilities:

• System Administration of multiple Windows 2008 R2 Servers, which includes Exchange Server 2010, Active Directory Management, file/print servers, Lync Server
• Responsible for training, managing and supporting our remote employees located across the USA (35 users in multiple states)
• Ensure all OLAs and SLAs are met for all IT projects
• Responsible for supporting the Southeast Texas school districts that use Reasoning Mind software in the classroom (Beaumont, Houston, San Antonio, Rio Grande Valley)
• Use a daily help desk ticketing system to log and track all tickets in the Houston office
• Travel to school sites to meet with teachers and IT personnel to troubleshoot or plan for installation of Reasoning Mind software in the labs
• Responsible for creating/updating company software policies/security policies/email policies
• Manage Exchange Server 2010 for all US employees
• Manage the entire US IT budget to purchase all hardware/software equipment needed
• Install hardware/upgrade firmware in our data center as needed
• Responsible for all US Active Directory user accounts
• Responsible for managing Symantec Endpoint Protection on our clients/server
• Set up and manage Cisco VPN client on our laptops
• Knowledge of Cisco ASA (Adaptive Security Appliance) and traffic shaping/firewall/VPN

Confidential, El Segundo, CA

IT Manager (Secret security clearance)

Responsibilities:

• Manage the IT Department; designate tasks, manage work time, provide expertise, assist with projects
• Responsible for all 250 government computers/laptops in the squadron
• Responsible for the set up and install of the Blackberry government smartphones
• Analyze, install, troubleshoot, repair, and maintain Windows 7/XP government PC environments
• I was the USLM (Unit Software License Manager), responsible for all COTS/GOTS software licensing, purchasing, disposing and inventory
• I was the ITEC (IT Equipment Custodian), responsible for all hardware including purchasing, moving, disposing, annual inventory record keeping
• Responsible for the designing and updating of the squadron’s 61 CELS website
• Responsible for all 50 non-government computers and laptops on site
• Keep everyone’s CBT’s (Computer Based Trainings) up to date
• Attend on base classes on Livelink and SharePoint, became Knowledge Manager for both Livelink and SharePoint for our squadron
• Responsible for all networked government printers
• Work together with the base government IT departments to complete projects, tasks, migrations
• Research all IT equipment needed, formulate report to the Commander for any upgraded IT equipment needed, including software, desktops, laptops and printers to purchase
• Responsible for weekly managers meetings to keep everyone updated on important projects/IT related news
• Hold training sessions throughout the squadron on various programs
• Develop online customer service survey program for all users across the entire base
• Regularly brief the squadron Commander of all IT related issues/projects/trainings, etc.
• Responsible for keeping the entire squadron operational at all times

Confidential, Long Beach, CA

IT Manager

Responsibilities:

• Responsible for recruiting, hiring, training and managing approximately 15-20 computer lab assistants each year
• Responsible for designing, installing, configuring and managing the College of Education's computer labs and smart classrooms
• Analyze, troubleshoot, repair, and maintain Windows 7, and Windows 2003/2008 Server Operating Systems in a wired/wireless environment
• Provide daily IT support within the College of Education's computer labs for all students and faculty
• Train lab assistants on various software packages
• Use Active Directory and group policies to create/organize/manage student, professor, and staff accounts in the College of Education
• Use Microsoft Application Virtualization, install and manage virtual software to make accessible from all labs instead of local hard drives
• Responsible for holding department meetings each semester to go over all IT upgrades/changes/policies/improvements
• Create and maintain the campus computer lab policies for all lab users
• Use Symantec Ghost in a network environment to clone an entire lab over the VLAN
• Keep all lab computers, student accounts, printers, peripherals in good working order
• Use Symantec Anti-Virus and Windows Server Update Servicesin a networked environment

Confidential, Norfolk, VA

Network Administrator/Assistant Lab Manager

Responsibilities:

• Analyze, troubleshoot, repair, and maintain Windows 2000, XP, and Windows 2000 Server Operating Systems
• Use Active Directory to organize/manage over 4,500 student, professor, and staff accounts in the College of Business and Public Administration
• Assist students when problems arise in the labs with their account/computer problems
• Schedule and perform routine preventative maintenance on all PC systems/servers with Symantec Anti-Virus and Windows updates
• Meet with professors each semester and go over their needs for special software needed in the lab and install all requested software
• Create student home folders on our network
• Make sure all lab assistants understands the rules of that lab and assist them with any scheduling and technical problems
• Serve as secondary support for assisting the College of Business Technology Manager with help desk/computer support for the faculty and staff
• Researching, purchasing, installing, and troubleshooting lab printers
• Understanding of Ghost and cloning an entire lab after all software is installed and configured for that particular lab
• Responsible for researching, purchasing, and installing all new Dell computers each year from budget allocated from the state (upgrade one lab per year)
• Responsible for any customer service requests from professors, students, and staff and keeping them posted on the progress
• Keep all lab computers, student accounts, printers, faculty/staff computers in good working order
• Responsible for over 250 computers in the College of Business and Public Administration