Senior Desktop Support Analyst

Galen K. Allgood

**** ********* *****, ********, ***** 78109

H: 281-***-****

M: 210-***-**** (primary)

*****.*******@***.***

Profile

IT Support Analyst with over 10 years of experience in desktop, network, and application support. Areas of expertise include Windows, MS Office, networks (LAN, WAN, Wireless), Active Directory, Service Manager, and web development. Obtained A+ and N+ Certifications.

Areas of Expertise

Expertise in troubleshooting hardware, software, and network issues.

Project management experience, including management of contractors.

Ability to work both independently and on cross-functional project team.

Experienced with Windows XP, Vista, and 7.

Experienced with MS Office XP, 2003, 2007, and 2010 (Word, Excel, Outlook, PowerPoint, Access, and Project).

Experienced with HTML, JavaScript, CSS, SEO, Flash, Dreamweaver, Photoshop, and Illustrator.

Experienced with C++, ASP, MySQL, Perl, Filemaker Pro, and PHP.

Professional Experience

Feb 2014 to Jan 2017

Gilbane Building San Antonio, Texas / Nava, Mexico

Regional IT Manager

Provided desktop and network support for users on the network. Troubleshoot issues with hardware, applications, and network. Provide assistance with VoIP conference calls and video conferences. Setup email (Outlook) on all devices to include laptops, iPads, and smartphones (Android and iPhone). Setup and configured wired and wireless networks. Configured laptops and printers on networks. Installed and configured Windows 7. Installed and configured MS Office 2007 and MS Office 2010. Installed and configured VoIP phone system. Worked closely with vendors to order hardware, software, and computer accessories, and install additional network cabling and phone lines. Maintained inventory of all hardware and software. Created, updated, and closed trouble tickets in Remedy. Added personnel to groups, changed passwords, unlocked accounts, and granted access to networks in Active Directory. Repaired laptops and smartphones.

Feb 2011 to Dec 2013

Chevron Ingleside, Texas

IT Analyst

Provided desktop and network support for users on the GIL network. Troubleshoot issues with hardware, applications, and network. Provide assistance with VoIP conference calls and video conferences. Setup email (Outlook) on all devices to include laptops, net-books, and smartphones (Blackberry and iPhone). Setup and configured wired and wireless networks. Configured laptops and printers on networks. Installed and configured Windows Vista, Windows 7, and Windows 8. Installed and configured MS Office 2007, and MS Office 2010. Installed and configured VoIP phone system. Worked closely with vendors to order hardware, software, and computer accessories, and install additional network cabling and phone lines. Maintained inventory of all hardware and software. Created, updated, and closed trouble tickets in Remedy. Added personnel to groups, changed passwords, unlocked accounts, and granted access to networks in Active Directory.

May 2010 to July 2010

Eagle Oil Tools Houston, Texas

IT Manager

Provided support for desktop, laptop, and net-books. Setup email (Outlook) on all devices to include desktops, laptops, net-books, PDA's, and smartphones (Blackberry and HTC). Setup and configured wired and wireless networks. Configured printers on networks. Installed and configured Windows 7, and configured Windows XP Pro and Vista. Installed and configured MS Office 2007, and configured MS Office 2003. Installed and configured VoIP phone system. Worked closely with vendors to order hardware, software, and computer accessories, and install additional network cabling and phone lines.

Nov 2005 to Jul 2009

TCEQ Houston, Texas

Environmental Investigator

Performed environmental investigations to ensure that regulated entities were in compliance with all air permits, and federal and stated regulations. Wrote extensive reports to provide information and pictures for litigation when violations were identified. Assisted on special projects when required by the agency and EPA.

Jan 2002 to Aug 2005

FXI Corp Houston, Texas

Network Support Manager

Provided nation-wide broadband network support for AOL, Earthlink, Covad, and AT&T customers with DSL, Fiber, T1 and T3 connections. Configured modems, switches and routers from Motorola, D-Link, Belkin, Linksys, Netgear, and Cisco. Provided Tier-2 network support for field technicians and providers by testing wired and wireless networks. Managed 150 network support analysts and four supervisors.

Oct 1993 to Aug 1998

City of Houston Houston, Texas

Safety Coordinator for Public Works

Conducted safety audits at various locations for PW&E, mainly Water Production. Established a number of safety programs (PPE, Respiratory Protection, Confined Space and vendors for health screenings, safety equipment purchases, and safety meetings. Also assisted the IT department, while at remote locations, with troubleshooting and configuring desktop hardware and software.

Sept 1983 to Aug 1992

USAF Houston, Texas

Bioenvironmental Engineering Specialist

Performed industrial hygiene investigations and analysis to ensure that base entities were in compliance with USAF, federal, and state regulations. Responsible for various safety programs (PPE, Respiratory Protection, Radiation, Noise, Confined Space and Asbestos) and EPA programs (NPDES, Drinking Water, Lead, Mercury, and PCB). Also assisted the IT department, while at remote locations, with troubleshooting and configuring desktop hardware and software.

Jun 1979 to May 1983

Powell Electric Houston, Texas

Machinist and Assembler

Fabricated metal parts for assembly of Power Control Rooms for offshore oil rigs. Performed welding, assembly, and painting. Operated shears, brake press, drill press, hydraulic press, welders (stick and wire), small electric and gas forklifts, large diesel forklift, and overhead cranes. Cut and plated copper for electric buss. Designated first-aid and safety representative. Read and modified blueprints and schematics.

Sept 1975 to Aug 1979

Memorial City General Hospital Houston, Texas

Nurse Assistant

Assisted nurses and doctors with triage, vital signs, emergency procedures, and surgical procedures. Sterilized medical equipment, prepared emergency and surgical rooms, and assisted with patient mobility.

Education

2010

Houston Community College Houston, Texas

CompTIA A+ and Network+ Certification

Certificates of Completion for CompTIA A+ and Network+ training.

2001

Houston Community College Houston, Texas

Digital Media

Certificate of Completion in Digital Media Communication

Selected Coursework: Graphics Design, Web Design, Web Development, Photoshop, Illustrator, Dreamweaver, Fireworks, Flash, Filemaker Pro, Director, JavaScript, C++, Perl, and DBA.

1990

Community College of the Air Force Maxwell AFB, Alabama

Bioenvironmental Engineering

AAS in Bioenvironmental Engineering (Occupational Safety and Health)

Selected Coursework: Noise measurement and dosimetry; Radiation detection, measurement, and dosimetry; Light measurement; Contamination sampling and analysis in air, water, and soil; PPE selection and maintenance; Respiratory protection; Confined Space equipment and entry; Ventilation design and measurement; Air Force, OSHA, and EPA rules and regulation.

Accomplishments

Project Management:

*Supervised team of 100 to ensure projects stayed on track and were delivered under-budget.

*Saved the company a $10Mil AOL contract after passing a test by the VP of AOL.

*Was chosen to be one of two project managers to head a 3-month Covad project that was responsible for 12000 of 15000 broadband installations with great success. My team actually completed 13500 installations at project end, which, according to Covad, set an industry record.

Quality Assurance:

*Eliminated switch and router defects.

*Discovered and corrected javascript coding defect in web application for major oil equipment company.

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