Duane Lewis

972-***-**** Hm.

682-***-**** Cell

SUMMARY:

Highly self-motivated, dedicated, dependable and goal oriented professional

seeking a challenging permanent technical position. I have excellent

communication skills, a positive thinking attitude, self-motivated, quick

learner and the ability to document. Team leadership and team building

experience along with project management with good technical and non-

technical troubleshooting skills, including 2000 Professional, Windows XP,

Vista, 2000 Server and 2003 Server, Blackberry Enterprise Server and

Windows NT. MS Office (2000, XP, 2003, 2007), and proprietary software The

ability to work independently and in a team environment, with a good phone

demeanor, and the ability to work with customers, and management at all

levels.

TECHNICAL SKILLS:

Windows 95/98/2000/NT/ME/XP/Vista/Server 2000/ 2003/ Blackberry Enterprise

Server

MS Office 95/98/2000/XP/2003/2007/Project, Outlook

95/98/2000/XP//2003/2007, Exchange, Server, Altiris and Ghost

Vendor platforms: Dell, HP, IBM, Gateway (desktop and laptops) Kofax

Digital Imaging

CERTIFICATIONS:

A+ HP Printer's

IBM Desktop Systems Lenovo Warranty Basics for Technicians (RXWTO-R1)

WORK EXPERIENCE:

HCL AMERICA

October 2009- Present SR.DESKTOP ANALYST

DALLAS, TX

. Support of TXU, Oncor and Luminate employees at Energy Plaza

. Resolve all desktop, laptop, printer, Outlook, and blackberry issues

. Diagnostics & replacement of desktop components hard drives (IDE, SATA

and SCSI drives), motherboards, memory modules, video cards (SVGA, DVI

- Dual head and quad head cards).

. Resolve all VPN issues

. Resolve all wireless issues

. Install and configure over 500 applications

. Track all issues in Remedy call system

GILSA PRODUCTS and SERVICE CO.

April 2009-August 2009 IT SUPPORT/HELPDESK

DALLAS,TX

. Desktop support and helpdesk support for 200 + users and executives in

the US Division,

. Maintained Exchange Server and BES for all users within the

organization.

. Migrated users and their data and pst files to new US exchange server

and migrated users to the new BEZ.

. Setup all new user accounts in active directory, exchange server,and

the blackberry enterprise server.

. Imaged, configured and deployed all new desktop and laptops for new

employees.

. Resolved all helpdesk calls and repaired desktops,laptops for all

employees.

. Setup inventory and asset tracking for desktops,laptops, printers and

blackberrys.

AMERICAN CAPITAL

February 2008 - April 2009 END USER SUPPORT SPECIALIST

DALLAS, TX

. Diagnostics & replacement of desktop components hard drives (IDE, SATA

and SCSI drives), motherboards, memory modules, video cards (SVGA, DVI

- Dual head and quad head cards).

. Diagnostics & replacement of laptop components (LCD screen, keyboards,

motherboard, hard drives and memory modules).

. Called upon to troubleshoot hardware and software questions regarding

computer systems for 600 + users in the company including company

executives VP's, Directors and Associate Directors.

. Imaging of computer equipment using Altiris and carbon copy for remote

software install.

. Work in remote office and at client site as required

. Work independently during second shift, providing after-hour support

for US offices.

. Worked on call rotation for after hours support at least once monthly.

. Participate in project-related work that can be carried out after

normal working hours including server upgrades, network maintenance

and equipment moves.

. Provide support to remote users on connectivity issues arising from

the use of Citrix Metaframe, high-speed internet access, and dial-in

connections.

. Assist with management of IT resources, including workstations,

laptops, projectors, PDA devices, and printers.

. Maintain, configure and administer user's PCs, including OS updates

and patches

. Maintain, configure and administer servers, including OS updates and

patches

. Image and deploy workstations for local branches

. Responsible for all inventory tracking and branch IT reports to

corporate IT

. Hands-on maintenance and repair of Network equipment, servers,

workstations and printers

. Setup of Blackberry accounts on BES and support and troubleshooting of

all Blackberry issues

. Installation and configuration of hardware, Xerox printers, laptops,

networked copiers, HP Scanners, PDA devices (including Blackberry,

Palm Pilot, and Windows CE devices), LCD projectors, and other

computer and network peripherals.

. Installation and configuration of operating system and application

software, including standard software (such as Windows XP, Microsoft

Office 2003/2007, in an Exchange 2003 environment, various Citrix

clients, Adobe products,), as well as special non-standard

applications and custom applications.

. Carry out basic Citrix administration using the Citrix Management

Console, including disconnecting sessions, observing server load, and

shadowing user sessions.

. Maintain basic Active Directory network administration, including

unlocking of accounts, password resets and account name management.

. Administering and troubleshooting network print devices and copiers.

. Understand the administration of Microsoft Windows 2000 and 2003

servers, including their peripheral devices (such as backup systems,

print queues and remote administration).

. Troubleshoot certain network problems that users experience, such as

loss of connectivity or inability to print.

. Work directly with IT Support Supervisor on projects relating to

general support and the Help Desk.

. Work with outside vendors for any on-site repairs of critical systems

that are required after-hours.

. Document work completed in Heat ticketing system. Work with other

members of the IT staff to assist with outstanding tickets from

previous day to ensure and high-priority work is completed prior to

next business day.

. Follow company policies and procedures.

. Monitor after-hours processing such as backups and database

maintenance to ensure they are completed or running properly.

AMERICAN HOME MORTGAGE

April 2006- February 2008 DESKTOP SUPPORT TEAM LEAD

IRVING, TX

. Provide Information Systems support in a call center environment to

all employees locally and remotely via phone and remote software this

included supporting all local company executives.

. In depth support of MS Office, Outlook, and Windows XP and Sever2003

. Install, support, troubleshoot Intel based desktops, laptops,

printers, PDAs and other technologies/peripherals

. Provide excellent customer service, organizational and project

management skills

. Manage support requests via Heat call system

. Update and maintain IT documentation

. Perform liaison functions between IT, consultants, vendors and the

employees.

. Maintain and ensure compliance of all policies, guidelines, service

levels and procedures, as established by IT department.

. Oversee all computer and software related acquisitions and

maintenance.

. Maintain knowledge of current technologies relating to Information

Systems and awareness of business related trends, advances, and

improvements.

. Maintain working knowledge of the company's network operating systems.

. Facilitate issue escalation and provide assistance during Disaster

Recovery/Business Continuity efforts.

. Diagnostics & replacement of desktop components hard drives (IDE, SATA

and SCSI drives), motherboards, memory modules, video cards (SVGA, DVI

- Dual head and quad head cards).

. Diagnostics & replacement of laptop components (LCD screen, keyboards,

motherboard, hard drives and memory modules).

. Provided technical support in activities associated with the

identification, prioritization and resolution of reported problems.

. Activities include recognition, research, isolation, resolution, and

follow-up. Performed general maintenance, troubleshooting, and repairs

computer systems, PDA's, and Microsoft Outlook.

. Deployed computer images utilizing Ghost. Setup and configured Ghost

Multicast server for the computer image deployments. Opened and closed

trouble tickets in Heat

. Ensure software license compliance.

. Ensure that the company IT operations comply with all federal, state,

and local laws

. Maintain, configure and administer users PC's, including OS updates

and patches.

. Image and deploy workstations

. Maintain, update images for local branches, used Ghost for images used

locally

. Responsible for all inventory tracking and branch IT reports to

corporate IT

. Hands-on maintenance of Network equipment and servers

. Hands-on repair and maintenance of all workstations and printers

. Installation and patching of Cisco Network Switches

. Coordinate with hardware vendors for warranty work and hardware

replacement parts

. Phone system support, including cross- connecting jacks, password

resets, and programming of the Intertel phone system. Install a wide

range of software: MS Office 2003, Windows XP, Monarch, eTime, Rally,

McAfee, Dameware, Lsams (AS400), VNC, IBM Client Access, Adobe Acrobat

Professional, and Concerto Ensemble Pro, Citrix and many others as

needed

. On call 24/7 as needed and traveled to remote branches as needed

ACCOMPLISHMENTS

Setup complete new facility for 200+ users

Setup a new Kofax imaging department for 40+ users and managed imaging

department issues.

Setup new in house training facility

Setup hotel training facilities as needed

Installation and patching of Cisco Network Switches

HAGGAR CLOTHING

Nov. 2005-Jan. 2006 DESKTOP SUPPORT (Contract)

ADDISON, TX

. Provided technical assistance to over 600 local and 1500 remote users

. Image client desktops and laptops, configure hardware/software, and

establish network connections

. Diagnose, troubleshoot and repair desktops, printers, laptops, and bar

code printers, AS/400 devices, LAN, application, desktop, security,

mainframe, and printer issues, as well as hardware/software issues at

the component level

DTG

June 2005 - Oct 2005 HELPDESK (Contract)

DALLAS, TX

. Provided technical assistance to 1500 users of Windows XP

Professional, Microsoft Office 2003, and proprietary software.

. Peregrine Service Center was used for our ticketing system and call

tracking.

. We support network issues, hardware and software issues using brbutil,

remote desktop connection, Netilla, Senrty, Dameware, Directory

Resource Admin., Network Management Service, Enterprise Fax Manger,

and Tivoli.

PEROT SYSTEMS

April 2005 - June, 2005 HELPDESK III (Contract)

PLANO, TX

. High volume level 3 support on the Global helpdesk supporting over

10,000 users from 75-100 company's worldwide through dial up, VPN and

secure remote support.

. Compiled troubleshooting documentation for department training and

reference

CENTEX

Jan. 2005 - March 2005 DESKTOP SUPPORT (Contract)

DALLAS, TX

. Provided technical assistance of all organizational systems

. Migrated workstations from Novell to Windows XP network to Server

2003.

. Implemented Active Directory adding both users and groups during the

migration

CITIGROUP

April 2004 - Oct. 2004 DESKTOP SUPPORT/ HELP DESK III

IRVING, TX

. Top Performer in fast-paced call center environment supporting

multiple complex applications involving Dell, HP, laptops, desktops,

network, printers, application software, AS400, CACS Mainframe

administration (RACF, ZRST, etc.), network connectivity, and phone

systems

. Provided technical assistance, training, and support for computer

related issues to over 4000 company associates and customers local and

remote

. Maintain a high level of technical knowledge in all products, latest

technology and security issues

. Ensure problem response and duration goals were met by keeping open

call queue current.

. Assist with all emergency situations such as computer/network failure,

files not transferring, and virus alerts

. Practice software licensing compliance

ABC MONITORS

Jan. 2001 - April 2004 OWNER / OPERATOR

. Sales of new and used computer equipment, software, and services for

retail and wholesale

. Worked with project managers on various projects involving the

planning and implementing of new systems or changes in existing

systems

. Responsible for installation of servers, workstations, software,

proprietary software, and monitors

. Responsible for imaging, ghosting, and configuring workstations and

laptops, and assigning asset tracking to each workstation.

. Installed and mapped printers to the local and remote network

workstations

EDUCATION:

1999-2002 NORTHLAKE JR COLLEGE

IRVING, TX

Information Technologies, Microsoft

High school diploma

Contact this candidate