RANDY YOUNG

IT Manager/Information Technology Specialist

281-***-**** HM#

ac2l2x@r.postjobfree.com

ac2l2x@r.postjobfree.com

PROFESSIONAL SUMMARY:

Technology Specialist who can provide on-site support for the delivery and installation of new equipment, and prompt and professional resolution to end user issues involving IT equipment and software. The IT Professional will trouble-shoot incidents and collaborate with other IT service providers as needed to insure resolution. Technicians will provide the required level of support, using “remote tools” when possible. To support the deployment and configuration of replacement workstations.

Summary of Qualifications:

Personal/Network Printer Support, Workstation, Setup/Configuration, Deployment/Migration, Critical Application Support, Email Setup, End User Training & Development, Mobil Device Administration, Analog/VOIP, Telephone Administration, Security/Antivirus Monitoring, Vendor/ISP/Solutions Management, Microsoft Active Directory Exchange Administration, SCCM Experience

Major Migrations/Implementations:

Google Enterprise for Business, 365 For Business, CRM/ERP Systems

Maas 360, Mobil Iron, Windows XP to Windows 7, Windows 7 to Windows 10

Help-Desk/Desktop Support Experience:

Active Directory Account Administration 2008-2012, Server 2008, 2012 R2, Windows XP/ Windows 7/ Mac/ Installation & Configuration Experience (Maas360 Manage Engine MDM, Citrix Xen Mobile, IOS, Sophos, Mobil Iron) /Blackberry Administration Rackspace, ATT, Verizon, Apple Enterprise Administration (BES-BEZ)/Lotus Notes 8.5 VM Ware, Citrix Receiver Installation, Lotus Notes 8.5, Microsoft Office 2003, 2007, 2010, 2013,2015, 365 Office Suite, Quick-Books 2017(Contractors/Accountant), Sales-Force LinkedIn Navigator,

PROFESSIONAL EXPERIENCE:

IT Manager (IT Operations) 3/2017 – 9/2017

Pangea Enterprises Inc.

Manage information technology and computer systems.

Plan, organize, direct, control and evaluate the operations of information systems and electronic data processing.

Develop and implement policies and procedures for electronic data processing and computer systems operations.

Manage the computer systems budgets and expenditures.

Preserves assets by implementing disaster recovery and back-up procedures and information security and control structures.

Oversees and recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.

Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Oversees the administration of the company's WAN (wide area networks).

Oversees the administration and maintenance of computer stations and software for company training programs and the Learning Studio and provides additional support if necessary.

Oversees troubleshooting, systems backups, archiving, and disaster recovery and provides expert support when necessary.

50% Onsite Desktop Support, Migrations, Email 50% Remote Support

Project Manager (System Administrator) 6/2016-11/2016

Sonic Automotive(Client) – Buchanan Technologies (Contracting Agency)

Provide On-Site and Off-Site Tier III & Systems Administration Support including troubleshooting issues, working with users to identify resolutions, testing, and applying fixes as required to support business continuity

Responsible for the Planning, Migration, Deployment, and Training for End-Users Migrating from Windows 7 Laptop and Desktop Computers to Surface Pro 4’s with Windows 10 For the Automotive Industry in the Houston, Dallas, Fort Worth Area.

Participate in the coordination of efforts in the resolution of critical issues. Follow through to find and document: root cause \ workaround \ resolution \ recommendations for prevention.

Work with IT & Automotive vendors to quickly address production and development issues for supported software. Track vendor resolutions and effort on these cases.

Develop a thorough understanding of both product technology and functionality to support varied Automotive Applications in a fast-paced environment

40% Travel 60% Onsite Desktop Setup, Migration, Installation

Mobile Device Administrator 3/2015 - 4/2016

Halliburton(Client) - Insight Global (Contracting Agency)

Provide On-Site Tier III & Project Management support including troubleshooting issues, working with end-users, vendors, and Govt Entities to identify resolutions, testing, and applying fixes as required to support business continuity.

Install, configure, and maintain Laptop / IOS Devices / Tablets / Desktop PC’s/Mobil Device applications in a clustered environment.

Participate in the coordination of efforts in the resolution of critical issues. Follow through to find and document: root cause \ workaround \ resolution \ recommendations for prevention.

Installation and Configuration of Company Email and Supporting Mobil Device Software IOS, Android, Blackberry

Responsible for Tracking, Recording, and Providing Inventory Maintenance on I-Phones, Smartphones, and I-Pads/Tablets via ATT Premier/Verizon Enterprise Center Mobil Device Management Systems

Responsible for Coordinating Mobile Device Repairs with ATT, Verizon, and Apple on I-Phone 4s, 5c, 5s, as well as Android Devices

Primary Contact for the Resale, Recycle, and Reassignment of Mobile Devices for Halliburton Employees

40% phone/email/remote support / 60% onsite support

Sr. Desktop Engineer Tier III 1/2014 -3/2015 Price Waterhouse Coopers (PwC) - The Fountain Group

Provide on-site Tier III & Systems Administration End-User Training & Support including troubleshooting issues, working with users and the vendor community to identify resolutions, testing, and applying fixes as required to support business continuity.

Installing/Imaging Desktop Lenovo Computers/Tablets via SCCM

Primary Contact for Personal & Network Desktop/Break-fix PC Issues

The Installation/Configuration of Company Software & Office Software

The Ability to Create, Document, and Close-Out 15-25 Tickets Per Day

The Purchase and Installation of Desktop and Portable Monitors for Partners/Managers

Monitoring/Reporting Network and Server Issues

Installation and Support of Staff IP Phone/Administration

Primary Contact for New Hire Training Onsite and Offsite

Responsible for Providing Network/Persona HP/Lexmark Printer Support

Responsible for providing Video Conferencing Troubleshooting and Escalation

Must can configure and troubleshoot issues with Apple TV Via IOS Devices

Primary Escalation Point for Smart Board Troubleshooting Via Conference Rooms & Board Rooms & Team Rooms

40% phone/email/remote support / 50% onsite support 10% Travel

Desktop Support Analyst 2/2014 – 4/2014

PBK Oil/Gas Company

Assist Continental employees with troubleshooting PC issues via Unix by Providing Desktop Fixes with Windows XP, and Windows 7 Operating Systems.

Performed password resets and administrative rights Via AS-400

Proficient in high call loads upwards of 60 to 65 calls daily.

Responsible for completing 25 to 35 tickets daily.

Responsible for creating and tracking trouble tickets via Remedy Ticketing system.

Coordinating Bridge-Line conferences for Critical Continental Applications.

40% phone/email/remote support / 60% onsite support

Systems/Help-Desk Administrator II 2/2013 – 1/2014

Millar Instruments Inc

Primary escalation point for trouble tickets via OS Ticketing System

Installed/Setup Microsoft Office 2003, 2007, 2010, and 2013 as well as Microsoft Project 2010

Responsible for Creating and Managing User Accounts via Active Directory

Configured and Setup Corporate Users for Company Email Via Webmail, Outlook, Salesforce, BYOD (Android, Smartphone etc.

Installed/configured Corporate Antivirus (MacAfee, ESETNOD32, Norton, Trend

Experience with Installing and Configuring Dell, HP, Lenovo, Toshiba, and Ricoh Personal/Network Printers

Intermediate Experience Installing/Managing Virtual/Terminal Connections

Thorough Understanding Installing AutoCAD LT, Solid works, Eagle Engineering Software

Microsoft Exchange & Server 2003, 2008, 2013 Installation Experience

40% phone/email/remote support/40% onsite Setup and installation 20% Travel

Help-Desk Administrator 7/2012 – 1/2013

EL Centro de Corazon Health Clinic

Provided Desktop Support and Remote Desktop Support to users migrating from Windows XP, and Windows 7 Professional & Enterprise Operating Systems

Responsible for Migrating Users from Sevocity Medical Software to Epic Medical Software

The Installation and Implementation of Citrix on Windows XP, and Windows 7 Professional & Enterprise Operating Systems

Antivirus Detection and Removal as well as Antivirus Administration

Responsible for creating and tracking trouble tickets via Service-Desk (Primary Support for All Issues concerning Workstations in El Centro Network

Responsible for Upgrading and Installing Office 2003, 2007, and 2010

Responsible for the deployment and installation of Images on Windows XP and Windows 7 Machines.

50% phone/email/remote support 50%Travel

Desktop Support/Remote Desktop Support 8/2009 – 1/2011

Continental Airlines

Assist Continental employees with troubleshooting PC issues by Providing Desktop Fixes with Windows XP, and Windows 7 Professional & Enterprise Operating Systems.

Performed password resets and administrative rights Via AS-400

Proficient in high call loads upwards of 60 to 65 calls daily

Responsible for completing 25 to 35 tickets daily

Responsible for creating and tracking trouble tickets via Remedy Ticketing system

Coordinating Bridge-Line conferences for Critical Continental Applications

Accessing Unix To Provide Password Resets

70% phone support / 30% Onsite Desktop Setup and Installation

Technical Support Tier 1-3 4/2008 – 5/2009

Verizon Wireless

Worked in a call center environment taking 40-50 calls per day.

Provided 1st and 2nd Tier support as well as technical Support to Verizon Wireless Customers for Smart-Phones, Blackberry’s and Mobile Devices

Assisted customers in a Desktop Support role specializing in Internet Connectivity troubleshooting for USB Modems.

Work with vendors to quickly address production and development issues for supported software Track vendor resolutions and effort on these cases

Develop a thorough understanding of both product technology and functionality to support varied user community in fast paced environment

100% phone/email remote support

Help Desk Rep Tier II 2/2006 – 3/2008

JPMorgan Chase2

Worked in a call center environment handling 30-40 calls per day

Provided Remote Desktop Support Using LAN-Desk Remote Software

Performed standard desktop technical activities in support of company hardware and software

Performed installation and configuration of VPN on company laptops or desktop computers remotely using Virtual Network, as well as the support of Trader Machines/software

Ex. Bloomberg Terminal. Performed Password Resets Via As-400

Administrative experience includes routing calls/tickets via Sybil Ticketing System to proper person functional team

Worked in a 24/7 on call support environment

Migration Management Windows XP to Windows Vista Support

100% phone/email remote support

Education:

Houston Community College (West Loop Campus) Houston, Texas

2 years college, technical or vocational school 3/2016 - Present Major: Information Technology MCSE A+/Network + (In Progress)

Texas Southern University, Houston, Texas

4 Year College Institution Aug 1992 - Jun 1995 Major: Administration of Justice Minor: Music GPA:2.5

Phillis Wheatley High School, Houston, Texas HS Diploma June 4, 1992

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