Desktop Support Technical

Travis L. Brown

***** ********** ******* ** *******, Texas 77433

************@*****.*** 713-***-****

Professional Summary

Insightful, results-focused professional with 19 years’ experience in the Oil and Gas industry providing reliable and customer focused technical support for 250 to 2500 users. Excellent troubleshooting skills with a high one call fix to most issues. Excel at providing great customer service. Deploy new mobile devices, servers, workstations, printers, switches, installing operating systems, and applications. Hands-on experience in all stages of system development efforts, including requirements definition, design, architecture, testing and support.

Areas of Expertise:

Blackberry Administrator

Detailed Documentation

Mobile Security Software Administrator

Team & Project Leadership

Microsoft Server 2008, 2003, 2000

Microsoft Windows XP, 7, 8

Microsoft Office 2013, 2010, 2007, 2003

Symantec Backup Exec

Symantec Endpoint Administrator

Active Directory, DNS, DHCP, TCP/IP

Microsoft Exchange 2003, 2007, 2010

Apple Mac Administrator

Microsoft Lync/Skype for Business 2010/2013

Mobile Device Deployment and Support

PROFESSIONAL EXPERIENCE

ION, Houston, Texas 2010 – Present

Telecommunication Analyst

Established enterprise-wide standardization of equipment for mobile communication devices such as cell phones, mobile broadband laptop cards, tablets and mobile broadband mifi equipment. Printers; oversee companywide efforts to install, identify and evaluate all critical Xerox systems. Provided End user support as well as System Administration for 1200 users for mobile devices including iPhones, iPads, Windows 8 tablets, Android Phones and Tablets, and Blackberry devices.

Key Achievements:

Standardized and implemented policies via IBM MaaS360 application for securing company data on mobile devices.

Support C Level Executives 24/7/365 for iDevice (iPhones and iPads), Windows Devices (Laptops, Win 8 Phones and Surface Tablets) and Apple Mac Computers (Mac Pro, Mac Desktop, MacBook Air).

Implemented SLA’s for all of our locations, which included the offices in US, Canada, UK, Dubai, Moscow, and Beijing.

Administrator of Services

oSkype for Business Client and Server 2013/2016, Lync 2013, Zenprise Citrix Manager, IBM MaaS360, Xerox MCP Devices, Mobile Devices Configurations and Deployment.

ION, Stafford, Texas 2008 - 2009

System Administrator/Symantec Antivirus Administrator

Responsible for SAV 10 and Endpoint Protection 11 for all Workstations and Servers Company wide. Recommends, develops, configures, installs, monitors and supports windows servers operating system and hardware. Maintain Servers with the latest Microsoft Operation Systems Updates via WSUS. Assist with ensuring the availability of client/server applications. Diagnoses, resolves and documents hardware, software and network problems in a timely and accurate fashion. Builds and installs Windows based servers and server related software with company standards. Creates and maintains server images based on best business practices and the company’s specific requirements allowing for faster and consistent server deployment.

Travis L. Brown

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Maintains accurate inventory of systems including but not limited to warranty and maintenance information. Help implement Avocent KVM, PDU and Room Alert equipment for remote administration and monitoring of servers.

Key Achievements:

Overhaul of the entire LAN, which included replacing all old servers and migrating from Microsoft NT 4.0 to Microsoft Server 2003/2008.

Implemented and deployed Symantec Antivirus to ensure security of company data.

Created and deployed standard Ghost image to all desktop computers.

ION, Stafford, Texas 2007

Senior Desktop Support Analyst

Build productive partnerships with the end users. Help guide end users with the proper use of applications. Maintain a ticketing system of all issues and their resolutions. Take ownership of issues and coordinates appropriate resources to resolve them in a timely manner. Experience in providing technical support for a client/server application with Remote Administration Tools and knowledge of Windows 2K and XP. Help build and maintain company Symantec Ghost 11 images for desktops and laptops. Monitor the install of all packages created and deployed with New Boundaries Prism Suite

Provide Tier 3 Level Support for all desktop support and help desk technicians. Evaluate all new company software and hardware for deploying into the user environment.

Key Achievements:

Created and maintain new Symantec Ghost images for all computer platforms.

Installed and deployed new desktops, laptops and personal printers throughout the LAN.

Replaced all out of warranty computers with updated equipment.

Complete Desktop documentation of all hardware, software, common problems and solutions.

Harris County Sheriff's Department, Houston Texas 2006 - 2007

System Analyst/Desktop Support/Helpdesk Support

Desktop Support Analyst for Windows environment including windows 2000 and XP. Used Activate Directory to administer user accounts such as passwords, permissions and groups. Re-imaged HDDs uses an image clone device and Altiris Deployment Server. Relocating customer’s data to a centralize server (customers home folder) so it can be replaced on the new pc. Removing and installing new network and personal printers for customers in 50 different location. Utilizing Helpstar tracking software for logging in customers work orders. Used Altiris Client, Dameware and Remote Desktop Connection to solve pc related issues via remote control. Installed Departmental software such as Q-term (CAD), Jims, E-ticket, Polaris, Office 2003 and Altiris Services.

Key Achievements:

Windows XP rollout of Dell desktops.

Relocating customer’s data to a centralize server so it can be replaced on the new pc.

Removing and installing new network and personal printers for customers in correctional area.

Utilizing Ghost Multicast Server software to image new pc with Windows XP.

Resolve customers service request via Ticketing System.

EDUCATION & TRAINING

United States Armed Forces, FT. Bliss, TX 1991 – 1995

United States Army, Honorable Discharge

North Harris College: Houston, TX

Cisco Routing and Switching

Kingwood College, Humble, TX

- CompTIA A+

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