Desktop Support Project Manager
Resume:
Cedrick D. Brent
Missouri City, TX 77489
ac02p4@r.postjobfree.com
CAREER SUMMARY
Multi-faceted, efficient and reliable IT Support/Project Lead professional with over 25 years’ experience supporting executives, managers, and external operations for medium to large size businesses. My mature leadership and communication skills, along with an exceptional ability to plan and organize work efforts, has rewarded me with awards for wholesale excellence for multiple organization groups by setting forth effort to reach deadlines and implementing hardware refreshes.
PROFESSIONAL EXPERIENCE
The Fountain Group (direct contractor for Frontica Business Solutions) July 2015- Feb. 2017
Desktop Support Manager
Served as third-level support responsible for troubleshooting, support and maintenance of all PC hardware/software, included executive level support
Coordinated, troubleshoots and resolves incoming employee requests and provides support services on more complex technical problems involving client hardware and software to stay in the SLA timeframe.
Installed and supported internal standard software packages. Handled Data Centre cabling, tape rotation.
Maintained constant communications with various offsite clients with IT support.
Image, configure and deploy new/upgrade computers using SCCM, Active Directory uses, created, unlocked accounts.
Strong knowledge of Windows based software (Windows 7/8, XP, 10 Office 2010-13,365), SAP, Citrix, Remedy, Cisco Unified CM Admin / Cisco Unity Connection Admin. Printers HP, Canon, MDF, Plotters.
Good knowledge of Local/Wide Area Networks, TCP/IP and Windows based servers.
Logistical Solution International Inc. – Houston, TX March 2015- June 2015
Desktop Support / IT Specialist
Troubleshoot hardware and software issues in a Dell environment.
Maintains company knowledge base as well as administers Service Now ticketing system
Responsible for administration of Active Directory - Windows 2008 R2
Responsible for supporting a globally distributed user base of 175 users
Troubleshoot Level 2 network/voice related issues
Administers company’s VOIP phone system (replace broken phone system with new Cisco phones)
Insight Global (direct contractor for Hewlett-Packard) – Houston, TX July 2013- Oct. 2014
Project Manager / Desktop Support
Project Manager and Desktop Support for the deployment of 325 Video Conferencing units across the US, EMEA, and Asia
Worked closely with the WAN and LAN Engineers to insure the rooms were network ready for installation. Supported end users with computer connectivity issues, audio and visual of PowerPoint slides and Word document for meeting in the VC rooms.
Worked with a budget of 4 million dollars to order the needed equipment and installation with the various vendors. Created VC room user document for placement in the VC rooms.
Produce implementation plan and track ongoing project phases effectively while managing multiple project streams in parallel.
Thomson Reuters – Houston, TX April 2008- June 2013
Sr. Technical Support Analyst
Perform a variety of advanced technical work in the maintenance of personal computer equipment, servers, computer operating systems, and computer software, including the use of Service Desk ticketing system to address technical issues, related to end-user support.
Deployment of multiple projects such as Dell, HP laptops and workstations, Windows XP, 7, 8 OS, Virus, Spyware Malware removal. Internet Explorer 7/8, Office 2007/2010, 2013. Microsoft Outlook 2007, 2010, 2013, Autonomy Connected Backup, Encryption software, interoffice messaging, Juniper VPN, ITIL, HTML, Active Directory, Citrix Farm, Cisco IP phone, switches, router, Patch panel. Altiris, WinPE, ImageX, Ghost and other proprietary solutions.
Created and implemented Corporate IT policies such as: New Hire process, Wireless Security, E-mail Management, and Network Security.
Proactively performed software auditing enterprise licensing enforcement which saved over 10K of additional license purchases.
Site project lead for major enterprise wide data center reorganization which increased productivity in order to house more employees to help contribute to the success of the entire group.
Deloitte & Touche LLP – Houston, TX Feb. 1998- April 2008
Sr. PC/LAN Support Tech/IT Consultant
Hired to provide third level support to Managing Partner and Partners (Executives had dedicated line for support)
Desktop Support for all incoming calls to the technology hotline related to Deloitte and Microsoft Software using the ticket system ServiceNow.
Floor support for 1500+ users in the Houston office, providing software and network support.
Created and deployed new images for the entire Mid-America region.
Ordered and repaired parts on end-users’ computers, troubleshoot and repair break fixes.
Provided a comfortable atmosphere between end-users to resolve technical issues.
PriceWaterhouse Coopers, LLP – Houston, TX March 1990- Feb. 1998
Experienced PC Technician, Global Technology Organization
Transferred backups of 27 cities with 8,000 end-users’ data to their new leased PC.
Maintained disk space of West Regional Cities servers to assure space for a successful backup.
Ordered and repaired parts on end-users computers troubleshoot and repair break fixes.
Provided a comfortable atmosphere between end-users to resolve technical issues.
Implemented ghost images of hard drive, administer firm standard software.
Setup and configured new hire, and intern machines.
Deployed microcomputers to end-users from an inventory of 25 million dollars.
Served as the sole Tax technician for 300 tax end users in the Mid-America region for year round tax related support.
PriceWaterhouse LLP Jan. 1986- March 1990
Audit File Technician
Conducted consistent quality checks of Audit Files throughout the Houston, Dallas and Louisiana area office.
Replaced and filed all Audit file correspondences back into their designated area after use and keyed them back into the data base.
Setup all Audit file transactions between Iron Mountain for successful delivery of requested offsite correspondence for time sensitive matters as well as the retention and the destruction of such data.
EDUCATION
University of Houston – Houston, TX
Associates Degree in Computer Science
Studies Included: Networking, TCP/IP, Business, Data Communication, Project Planning, A+ Computer training, Windows NT, 2008 Server, Linux, and Novell
New Horizon Computer Learning Center – CompTIA A+
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