Desktop Support Software

David F. Roy

E-mail: ac158t@r.postjobfree.com

Hm. No. 713-***-****/ Cell :713-***-****

Summary of my Qualifications

I’m an Individual who is enthusiastic, efficient, dependable and professional in manner and appearance; with technical training and a level of experience of 20 yrs. in the IT and computer industry.

Experienced in troubleshooting in a number of different environments including, Corporate business, Trade floors, Medical and Oil and gas.

Technical & Software Skills

Working knowledge of the following:

Keyboarding: 35 words per minute

Microsoft Vista - Windows 7

Implementation and troubleshooting of Windows 8, 8.1,8 Evolution 2014 –

Windows 10, IOS –for Apple Devices,

Apple iMacs/Power books/iPhone 5,5s,6,6s/iPad Air, iPad2

MS SCCM 2012, Altiris Endpoint

MS-Windows7 – Window 10 w/Cortana for Microsoft

MS- Lync, Advent Windows 10 user

Experienced with resolving Win.10 configuration issues

Implementation and roll-out experience of all updated software

Performed and supervised desktop Roll Outs of new hardware and Software via Ghost Imaging, by installing Corp. Images on Various Desktops and Laptops.

Dell Certified Technician

Upgrade and Maintenance of Hardware

Configure H/W & S/W for personal and business PC's

Wireless Router Home and Business Network Setups,

Network Cabling

Setup and termination of wiring. Knowledge of configuring both LAN / WAN network protocols.

MS Office Professional Plus,MS Office 2003,2007,2010,2013, MS Office 365, Outlook,Access,PowerPoint,Word,Excel

MS Exchange Sever support, SharePoint, Domino server support; Norton Anti-Virus 2016,Norton Anti-Virus Corporate Edition; McAfee 12.0, Net shield,CA, MicroTrend Virus software, MS Outlook, ISP- E-Mail,

Lotus Notes Sametime 7.5- 8.5

File net and Card scanner software support and configuration experience.

SMS remote tools, BMC’s- SDE, Remedy Incident Tracking, Team viewer

Service Now Management ticketing tool

BitLocker

MS Lync, MS Net meeting remote tool experience, Linux based systems, Active Directory, Sever 2010 implementation; NT's User Manager; SQL Server build out, implementation and upgrade of the severs software for portal Developers using Plumtree,

Technical support and installation of dell blade servers ver. 2950

MS Office -365 for Microsoft, Roxio Easy Media Creator 12.

AP-Server Monitoring, Blackberry Unit installations and software setups; Internet Explorer 6.x -IE-11, for Microsoft.

I have working installation knowledge of print servers, printers and plotters, using TCP\IP, and working resolutions to resolve 10/100/1000 NIC & gigabit card installs and interface configurations.

Mitel/Cisco/Avaya telephones

JAVA Runtime

Adobe Reader, Adobe Acrobat X, Adobe Flash

Google Chrome, Mozilla Firefox, Apple’s- Safari

Epic software

RSA hard and soft tokens management

Professional Experience

TransCore

Desktop Support \ Network Analyst Tech

Nov 2016 – Mar 2017

My Job duties consisted of the setup, programing and configuration of the independent servers, that controls the complete Express Lane Network Toll Collections System.

We worked from a Linux based and Windows interface environment. Those task consisted of programing individual DDC circuit boards, camera systems, red light flash sensor and pressure plate lane readers, and each independent server blade that controlled each process of the toll system collection

Verification, authentication and billing assignment for each and every Easytag read as the vehicle passes through a camera monitored Toll booth system.

Assisted in building, programming and installing Toll lanes system to client specification according to the location and needs of the client and the toll road setup and lay out.

From Houston, to Dallas to Florida, Washington D.C., New York, to Dubai we built and managed the contracts for their -toll express ways and tunnels systems.

I can’t go into any more details due to my confidentiality agreement because of the sensitive and proprietary software and design specifications involved in this tedious and lengthy process.

My roll was that of a contractor and I was hired with the understanding that it was on a temporary basis only to quickly roll out the server needs for an immediate push due to the expensive and very high priority contract, Transcore acquired.

Cigna Healthspring

Cigna CSC Personnel \Desktop Support Technician

Apr 2016 – Nov 2016

I assisted on site desktop tech support with the build out of desktops for new users

Installed the standard corporate image on new IBM- Lenovo laptops and desktops, I took care of over flow desktop support tickets for the onsite technician, in which many tasks where desktop moves, setups, printer drum installs, conference room projection setups.

Adding users to the domain, granting access to the user’s personal U: Drive, enabling reused and imaged PC that went dormant on the domain, unlocking and resetting passwords across multiple Cigna provider software platforms.

As a helpdesk CSC Technician; I used remote tools within the Citrix AD, the MS Windows AD. We also used BMC’s SDE & Remedy tracking software to track and take calls logged into our personal desk phones with our personal desk agent phone no.

I support and used the remote RSA tokens to log into the Cigna HealthSpring network, locally and remotely. I configured LAN / Wan IP protocols for end users and client guest, within the company from other offices and locations, to access our corporate network. I assisted home and remote users with trouble shooting different MS Office platforms such as 2013, 2016, and 365. Also with propriety company software issues.

As a help desk agent I also accessed the RSA admin console to walk and assist the user through setting up and using the RSA Token, connecting, to the Cigna’s Network, through VPN using Cisco any-connect. Took care of users across several states, taking up to 35 –calls a day resolving 30 of the 35 issues, all that didn’t need to be escalated to the next level for onsite hands on support.

Am WINS Brokerage of Texas

IT support and Windows 10 Roll-out Technician

Nov 2015 – Feb 2016

Installation of new HP laptops and installing software of Windows 10 and then updating the users with new in place machines with the migration process of Windows 7- to Windows 10, and MS office 2016 upgrade.

Documented any issues encountered and then researched a fix and work around for the issues from the Microsoft database and other sources.

Documentation was uploaded to the IT database on the server. I used the remote software: Log Me-in, TeamViewer to access the company’s sites in Dallas, and other satellite offices for remote installs and in place windows 10 upgrades.

Did asset management for all new PC’s. Configure user’s personal software, per the users dept.

Did the follow –up of troubleshooting all end-users PC issues and question pertaining to the new OS –Windows10 and the issues that came with using and familiarization with the new Operating System. Configured the security, and admin protocols of the end users access on each PC; per the company’s corporate image and standards

AT&T

IT Mobile Installation Tech Technician

Sept 2015 – Oct 2015

Received a excel spread sheet by email from my Project mgr. in which different location of AT&T storefronts we were assigned to a two man team, to install a new PC system and new info motion equipment, in which the 65’ flat screen displayed the a AT&T commercials.

I was responsible for upgrading the software on the PC system, configuring the network protocols, so the signal could be properly received, through the router, the switch and finally the remote tad device to up load new commercials to the stores as they became available.

MD Anderson Cancer Center

IT Migration Technician/Desktop Support (contract position-Tek Systems )

May 2015- Aug 2015

Duties consist of assembly, configuring and deployment of the hospitals new VDI thin client

Monitor mounted PC’s. Work evening shift assignments, in a four person team deploying the new PC’s. Backing –up software on admins and doctors terminals, to their onsite server, and preparing the new thin clients for the final stages of the hospitals purposed upgrade software, “EPIC”.

NRG Energy

IT Migration Technician/ IT Desktop Support (contract position-Tek Systems)

Nov 2014 – Mar 2015 (5 months) Houston, TX

My Responsibilities consisted of Writing all of the Documentation for the company’s (NRG) migrations process step -by- step, taking a lead role in and assisting the other techs and ensuring that the process for this specific Corp wide Migration process went smoothly. I also assisted in the

Migrating of Operating systems of all employee user systems from XP to Win7. Ensured users were moved into the right domains and organizational units through NetIQ DRA

Utilizing data transfer of applications and personal data over network server using Microsoft System Center Configuration Manager and other deployment tools like (Altiris) for remote desktop connection. I executed a CMD scripts to ensure a mirror image of old system to complete migration

Assisted users in post migration with follow up support for any troubleshooting issues with their newly deployed machine including desktop support and hardware troubleshooting.

Stewart Title IT Contractor / Desktop Support Tech

June 2014 – Sept 2014

My duties on the Stewart project consisted of Un boxing and installing the new corporate PC’s and Migrating the users old image to the new SMF PCs, By way of migration software provide to each Tech on a USB drive.

Afterwards verified users log in capabilities on each PC,and sent the verifications logs to an offsite representative within the same program, to show that users Machine was migrated.

Aqua America Desktop Support Tech/ IT Contractor

Apr 2014 – June 2014

Took delivery and lead on the Aqua small business Company Migration, re-wrote the tech instruction for this Company software install of the new imagining software /migration process. Provided completed re-vamped drafts for corporate use for the Houston branch Cypress office, upgraded the user PC,, with new PC’s, transferred the users data with DataCopy software provided by Aqua, ensured that the Sap, and Hyperion and well tracking software, was installed correctly.

I upgraded the new PC’s memory modules and installed larger hard drives, to accommodate corporate software and third party needed programs I troubleshot the wireless setup and connections on each Mobile Laptop PC, to ensure the employees out in the Field could connect to the network and would not lose connectivity due to hardware or software error.

Fixed printer errors and mapped new PC to user specified printers and share drives. In all I provided desktop support for, during and after the Aqua PC Migration.

LabCorp /Quest Diagnostic

Mobile Support PC Tech

Nov/ 2013 – Oct 2013

I received my job assignments on a weekly basis, reporting to the company’s different locations to prepare desktop units for server back –up and upgrade configuration. Upgrade the desktop unit to windows 7, by way of accessing a companywide server pulling down and install the set corporate image.

Once installed giving the new user a brief overture of how to access the same company data and programs in the new software environment Only a two month contract, worked until the assignment ended.

EDUCATION:

North Texas State Denton, Texas 1990

Associates degree in Computer Science

Mary Brantley, Smiley High School Houston, Texas 1986

High School Diploma

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