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Manager Desktop Support

Houston, Texas, 77077, United States
To be discussed during interview
January 09, 2018

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Earl Heard

Support Service Administrator


Years of experience in the support of network server, desktops and other peripherals. Refined relationship-building skills and experience collaboratively with physicians and staff.


Desktop Support Technician

Shell Corp – Woodcreek Complex, Houston, TX Oct 2017 - Present

Refresh of 600 HP Windows 7 to Windows 10 laptops.

Deploying/Refreshing new workstations.

Troubleshooting abilities consisting of Windows XP - 10 operating systems, network infrastructure, network configuration and PC hardware.

Install new / rebuild existing PC’s configure hardware, peripherals, services, settings, directories, storage, among others.

Backing up of user data using Shell EZ Backup application.

Configuration of HP laptops and Shell applications.

Hardware break/fix maintenance and support.

Imaging using Microsoft Deployment Toolkit.

Experience using a ticketing system such as, Remote Desktop Manager, Active Directory, Service Manager EMEA2.

Knowledge of wireless networking and VPN technologies.

Support Service Analyst/System Administrator

MD Anderson Cancer Center, Houston, TX, Nov 2006 – May 2017

Supported, and maintained network server including desktop issues for more than 700 users within MD Anderson.

Supported and maintained server in the division of Cancer Prevention.

Tackled security issues concerning server, desktops and other peripherals.

Performed authorize duties of user accounts in Active Directory.

Installed and maintained Windows 7 and 10 OS.

Diagnosed desktop issues in Windows 7 & 10 environment.

Contributes to and maintain system standards on Windows Server 2012.

Repairs, recovers and coordinate hardware and software failures with the end users.

Maintained and configured iPad and iPhone using AirWatch and Box.

Maintained and configured Android devices.

Maintained and configured Surface devices.

Maintained mobile devices using Cisco Two Factor.

Refresh on average 20 desktop a month.

Consulted with clinical and research faculty and staff to evaluate their technical needs.

Support Service Coordinator

MD Anderson Cancer Center, Houston, TX, Aug 2001 – Nov 2006

Supported 200 plus physicians and their staff on the daily desktop and other peripheral issues.

Daily troubleshooting of users’ desktop and peripheral issues.

Deployed 50 plus refresh lease equipment monthly.

Created Visual Basic scripting to automate every day process.

Consulted with departmental personnel regarding issues and management requirements.


Windows Server 2007 and up

SQL Server 2007 and up

Active Directory

Remote Desktop Manager


Dell Products



Outlook and Lotus Notes

Skype for Business


Cisco Two Factor


Trend Micro and Malwarebytes




Service Manager EMEA2

SAS, Stata and other statistical software

Adobe Suites


Endnotes/Reference Manager

FTP Packages and WinZip

Microsoft Surface

Apple products

Employee Training

and Development


Won 3 “Awesome Job Award” in 2016

Won “Citation for Excellence in General Administration” in 2012

Won 2 “Performance Awards”


Bachelor of Information Technology, 2004

Cum Laude

American Intercontinental University, Hoffman Estates, IL


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