Hurst, TX *****
To be a part of a highly professional and competitive team dedicated to the operation and support of an information technology infrastructure.
MCDST, ACMT, A+ Hardware. Currently working on my CCNA
HP Desktop, Notebook Certified.
Exchange, Active Directory, Win XP, Windows 7-10. VMware.
Network Administration, TCP/IP protocols, LAN/WAN.
SCCM 2012-16, Power Shell, SCOM, Cisco VPN.
May 2012- Present Pier 1 Imports Ft. Worth, TX
Title: POS Primary Support
Provided a high level of technical expertise and response timeliness to 3,300+ Pier 1 POS registers. Stage newly created software packages in SCCM 2016. Create Package, Program, Advertisements, and Collection Structures. Test software distribution in the Windows workstation environment (Physical & VMware). Remote PC health checks (hardware, free disk space, memory, CPU, Antivirus definitions, etc.) Built Windows images for the POS systems. Utilized Active Directory, DNS, and PowerShell on a daily basis. Lab Setup - maintained all lab systems necessary for POS release testing (onshore/offshore). This included setup, imaging, configuration of the hardware and software. Monitored all lab machines and kept it in a functional state necessary to support ad-hoc testing.
Mentored and trained desktop support techs. Created troubleshooting documents on SharePoint site.
Advanced Remote PC OS troubleshooting with Windows 7-10.
Incident Support - Provide resolution to escalated incidents involving point of sales hardware and software, desktop/laptop hardware/software, tablet devices, and other store technology.
Work with hardware vendors to maintain driver revisions, firmware & other software. Work with application team to build deployment packages, test new software and work through regression scenarios.
Image Management /OSD Deployment / Application Support - documentation, & stand up training to help desk associates.
Deployed driver updates, windows critical, and security patches to 3,300 registers on a monthly basis.
Apr2009-May2013 CompuCom Westlake, TX
Title: Desktop Technician
Desk side technician for Levi Strauss command center. Repaired PC desktops, laptops, IBM servers, and HP blade servers. Replaced defective parts for printers, system boards, power supply, fans, hard drives, ram, and network cards, etc. Administered on-site and remote technical support for corporate top level executives on down to basic end users. Troubleshot MS Office Suites, Exchange server, Symantec virus, spyware removal, Operating System break fixes, and network related issues. Responded to customer incidents received via telephone calls, emails, Remedy/CA ticketing system, and executed callbacks in a timely manner to ensure customer satisfaction. Resolved and closed tickets meeting strict Service Level Agreement guidelines.
Reimaged machines for deployment. Installed software & hardware peripherals and tested thoroughly before redeployment.
Ordered necessary parts through HP, Dell, and IBM to resolve hardware break fixes.
OSD deployment, setup, installation and configuration.
Performed server maintenance, ran hardware diagnostics, BIOS flashes, and firmware upgrades.
Installed servers and blade chassis on rack mounts. Responsible for cable management and Asset inventory on all desktop hardware.
Troubleshot network, LAN, TCP/IP configuration, IE 6-IE 8, application errors, slowness, and lockup issues.
March2012-May2013 Fidelity Investments Westlake, TX
Title: Tech Support
Answered inbound calls on a daily basis. Routinely handled 30-55 calls per day. Handled online technical support chat sessions. Normally assisting 2-3 customers during each session. Connected to problem PC’s through remote assistance, VPN, SCCM, and RDP. Administered group policy and permissions. Disabled and enabled user accounts. Reset passwords using Active Directory. Provided customer service and walked users through troubleshooting connectivity issues. Troubleshot spyware/malware issues. Setup and repaired Outlook related problems.
Troubleshot OS issues, network, configuration, driver issues, and deployed Microsoft patches and hot fixes when needed.
Answered how to questions on setting up end user desktops, laptops, iPads, and iPhones. Troubleshot MAC & Blackberry issues.
Diagnose system lock up/slowness issues, virus removal, software installation and upgrades.
Entered every call into HP Service Manager ticketing system. Updated knowledge bases. Escalated tickets to the proper escalation groups when needed.
March 2002-2004 ITT Technical Institute Arlington, TX
Computer and Electronics Engineering Technology / Associates of Applied Science Degree.
Achievements: Six time honor student. Three time perfect attendance. Voted student council member. Member of the Electronics Technician Association. Graduate with 3.5 GPA