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Manager Help Desk

Houston, Texas, United States
August 30, 2017

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OBJECTIVE Seeking a challenging and responsible position where my skills and talents may be utilized.

EDUCATION University of Houston (attended)

Courses: Business, Accounting, Computing

Jersey Village High School

Houston, Texas

Graduated 1980

Apple Certified Support Professional 10.5

PROFESSIONAL 10/8/12-9/9/16: DPIS Engineering, LLC

EXPERIENCE Tomball, Texas

IT Support Assistant

Perform daily system checks

Troubleshoot/solve issues for staff and inspectors via online tech requests, emails, and phone calls.

Communicate/transfer next level issues to V.P. of IT

Correspond with and schedule vendor support as needed (printers, plotter, phones

Create Documentation for tasks and training materials

Modify Inspection Reports as needed (using Acrobat Pro and Visual Basic)

Edit Website as requested

Configure new Employees:

Install standard software loads on new workstations

Install hardware (RAM and hard drives) as needed

Create Active Directory accounts/passwords and add group members

Create Rackspace Email accounts/passwords and add to group aliases

Setup workstations and configure user profiles

(configure Outlook email and Unity shortcuts)

Setup remote access

Add to Unity Timekeeper system

Email login credentials

Configure and Train new Inspectors:

Add Envoy Email and Envoy sharename in Unity

Create Envoy Email account (Go Daddy)

Create/maintain email group lists and aliases

Create Dropbox account

Configure iPads

Register device with Apple

Connect to Testflight beta and install DPIS Envoy

Configure AppleID/Password (if needed)

Purchase/install/configure PDF Expert to sync with Dropbox

Purchase/install Scanner Pro

Configure Envoy email account in Mail

Provide one on one iPad Training with new Inspectors

Provide setup and training documentation

Add/remove Employee and Inspector accounts as needed

Update Phones and Voicemail using PBX Unified US (KX-TDA 200) and KX-TVA200 Maintenance

Maintain & distribute employee phone list

Setup and monitor Broadcast of monthly DPIS Inspector Meeting

Asset Management

Created and maintain Excel spreadsheet of all computer hardware & purchases

Tag all large computer assets

Purchase and keep inventory of all software purchases

1989-2011: Southern Methodist University

Dallas, Texas

Desktop Support Team Lead

I supervised a team of three desktop support consultants

I scheduled and lead weekly team meetings, created meeting outlines, discussed upcoming projects (rollouts, upgrades), assigned tasks and deadlines, reviewed completed tasks, discussed current issues/problems encountered in the field

I verified and approved bi-weekly time sheets using Time Keeper Software

I maintained equipment inventory using LanDesk, FileMaker Pro, and Excel spreadsheets

I worked with department heads and administrators to schedule and coordinate Moves, submissions of Datajack and IP Address requests, and reconnection of computer equipment

I installed software loads on Macs (OS X, including Bootcamp and Parallels to run Vista OS) and Windows (XP, Vista, Windows 7) operating systems

I installed and supported Microsoft Office Suite for Macs (Office 2008 and 2011) and Windows (2007 and 2010) including Word, Excel PowerPoint, Outlook, and Entourage)

I installed Adobe Creative Suite including Acrobat Pro, PhotoShop, InDesign, and Illustrator

I installed and supported Antivirus software including Microsoft ForeFront, McAfee, and Norton Antivirus. I downloaded and used other cleaning tools available on the Web as needed

I supported approximately 1500 Windows and 800 Mac workstations across campus encompassing various schools and departments.

I delivered and installed new computer equipment to customers including HP and DELL desktops and laptops, iMac, MacBook, Mac Pro, and Mac Mini

I backed up and transferred customers data from one computer to another as needed

I configured and connected to the campus network via LAN (static IP’s and DHCP) and/or Wireless configurations

I configured profiles and accounts on new workstations, verified correct network share space access, configured email (Outlook or Entourage), created shortcuts/aliases as needed, connected to department network printers, and connected any peripheral desktop devices (printers, scanners, etc.) as needed (downloading drivers as needed), and gave new users and overview of computer software

I joined the domain and added/removed devices in Active Directory

I received escalated tickets from the Help Desk to troubleshoot and repair computer software and operating systems (Mac and Windows 7/Vista/XP), including online research for fixes and resolutions

I periodically worked at the Help Desk to provide initial customer support, log help calls using iSupport Help Desk Software

I used remote tools (Bomgar) to resolve issues remotely when possible

I maintained computer Labs and open workstations across campus, using Deep Freeze Software on open workstations

I tested new software, betas, and OS updates on our various operating systems

I wrote instructional configuration documentation as needed

I scheduled and assisted in deploying new software

CITA Lab Manager/ Information Systems Specialist

I provided computer support for the Meadows School of the Arts, an all Mac environment

I served as administrator of the department’s AppleShare Server

I managed the Meadows CITA Lab

I hired and supervised 15-20 student workers as Lab Assistants

I scheduled student work hours to cover the Lab from 8:00am to midnight, seven days a week

I verified and approved student worker time sheets and input them into the time keeper system

Information Systems Specialist

I became the level one support person for computer problems in the Office of Development

I consulted with computer technicians in the IT Department to resolve issues

I was trained by a programmer in the IT Department to use Z-Writer programming language to write and produce daily, weekly, and monthly reports for the Office of Development as requested by Directors

I figured out how downloads for mass mailings could be imported into FileMaker databases and exported for use in Microsoft Word, eliminating the need for a full-time position needed to use an old word processing machine to manually remove commas from downloads


I answered phones, directed calls, and took messages for Directors and Assistant Directors in the Office of Development

I typed letters and correspondence as assigned

I distributed mail

I learned to use DOS based programs, then Windows, and later my Manager purchased our first Mac SE

1984 - 1988: United Gas Pipeline

Houston, Texas

Position: Records Administrator

Records Clerk

I maintained the file room of gas charts, filing and sorting charts as needed

I performed a monthly pickup at Intercontinental Airport of incoming gas charts from the field

I pulled and mailed out monthly gas statements

I pulled and mailed out gas charts to various companies as requested by letter for auditing purposes

Mailroom Clerk

I sorted and distributed mail to departments and individuals throughout the building

Skills Windows Server (2003 & 2008), Microsoft Office (2007, 2010, 2008, 2011), Windows (XP, Vista, 7, 8), Mac OS X, Microsoft Outlook & Entourage, Mac OS Server, Adobe Acrobat (Pro & DC), Adobe Photoshop

Hobbies Music (keyboard & organ), Composing, Gardening and Landscaping


Kyle Patrick

DPIS Engineering

Chief Information Officer

1600 E Hufsmith

Tomball, TX 77373


Abby Kinney

Southern Methodist University

Director of Support Services

Dallas, TX


Rachel Mulry

Southern Methodist University

Help Desk/Projects Manager

Dallas, TX


Randy Phillips

Southern Methodist University

Associate Dean of Dedman College

Dallas, TX


Dr. Bonnie Wheeler

Southern Methodist University

English Professor, Dedman College


Steve Flora

Southern Methodist University

Database Administrator

Dallas, TX


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