IT Specialist

OBJECTIVE

Obtain a challenging leadership position applying creative problem solving and lean management skills with a growing company to achieve optimum utilization of its resources and maximize profits and to continue to be an asset to both the organization and myself, while expanding my knowledge.

EDUCATION

The Virginia College at Austin

oAssociates of Applied Science, Major in Microsoft Engineer, (September 2004)

oAssociates of Applied Science, Major in Network Security, (June 2005)

University of Phoenix

oBachelor of Science in Cyber Security (currently enrolled)

CERTIFICATIONS

CompTIA Security+, A+, Network+

MCP in Microsoft Windows 2000 Professional

STRENGTHS

High level administration and troubleshooting of applications and operating systems.

Self-motivated, independent worker with strong ability to effectively multi-task.

Possess a strong work ethic and driven desire for excellence.

Generate excellent team work chemistry and initiates challenges to others to think outside of the box.

Experience in working through multiple issues in a fast-paced environment with dynamic priorities

Excellent customer service and organizational skills and work in a team environment

Possess superior IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary

EMPLOYMENT HISTORY

Human Touch (Contract for FDA) - Houston, Texas

June 2016 – Present

Tier 2 Regional Technical support

Regional Desk side Tier 2 install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware (adding memory, hard drives, IronKey devices, DVD-ROMs, network interface cards, etc.), software, mobile devices (Blackberry, androids, and IPhones), and peripherals such as local printers, scanners, and cameras.

Software support upgrading and reinstalling operating systems Windows 7 and 10, application software such as Microsoft Office applications, Microsoft Office 365 Suites, utility software, Blackberry software, iPhone software, IronKey software, as well as local printers and FDA procured/developed standard system software.

Ensure SOPs are followed while providing Desk side technical support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized.

Manage, Configure, add, repair, and diagnose issues through Active Directory and Microsoft Servers for Network Printers, Users, computers, and devices.

Configure and manage Encryption software, Checkpoint Endpoint Security and McAfee EPO encryption

Perform mobile device and PC refreshes, assist with COOP exercises and events, provide move support for customer location moves, and provide support for virus/malware, warranty parts and repairs, data backup and recovery, and system administration support for FDA employees and contractors as well as Government owned computers at FDA onsite.

Provide infrastructure tasks as requested and approved by the FDA administration and contract management.

Manage and organize data closets when adding or removing patch cabling, moves and installation of IT equipment, servers and firewalls.

Ensure Help Desk tracking and asset Information is accurate working in ServiceNow ticketing system as well as diagnose and resolve problems in response to customer reported incidents

Investigate and recommend purchase of tools and technologies to improve responsiveness to customer requirements

Provide feedback on problematic trends and patterns in technical support to the team, team leads, and supervisors

Newmark Homes - Houston, Texas

June 2014 – April 2016

IT Specialist

Performed all aspects of staging and standing up software, hardware and related peripherals for Newmark Homes.

Troubleshoot any and resolve any IT related issue via email, text, or phone.

Performed all aspects of staging, setting up, maintenance, and closed down field offices throughout Houston area.

Provided operational assistance and maintenance of Cisco routers, Barracuda routers, Server 2003, Server 2012, desktops, laptops, touch pads, IPad’s, and Touch Screen TV’s.

Provided end user support to adhere to the standards for software policies.

Troubleshoot, repair, maintain, install and perform testing activities on various computer equipment, peripherals, and data communication over computer network systems.

Perform preventive maintenance for computer and/or peripheral equipment; tests and adjusts to appropriate standards for computers, printers, and servers.

Maintained multi-tiered security controls. Troubleshooting and resolving operational system problems

Provided training to multiple groups and users on a variety system’s.

Managed Internet Service Provider accounts: ATT, Sprint, Verizon, EnTouch, Comcast, and DirecTV.

Texas Department of Criminal Justice - Huntsville, Texas

October 2012 – April 2014

System Support Specialist III

Performed technical and system requirements of Novell Operating Systems.

Provided end user support to adhere to the standards for software policies.

Performed all aspects of staging and standing up software, hardware and related peripherals.

System Support Specialist III continued:

Provided operational assistance of dedicated systems.

Maintained multi-tiered security controls.

Troubleshooting and resolving operational system problems.

Configure or reconfigure desktop computers and printers.

Provided training to multiple groups and users on a variety system’s.

Diagnosis and repair multiple hardware components including server, network, and desktop components.

Occasionally travel to multiple off-site locations

Office of Attorney General - Austin, Texas

April 2012 – October 2012

System Support Specialist

Performed technical duties of a System Support Specialist specializing in Novell Operating Systems.

Provided direct hands on end user support for all agency standard software.

Performed technical duties including the unpacking, installing, set up, maintaining, and support of computer software, hardware and peripherals.

Assisted with or managed special projects.

Provided support and operational assistance to end users in a networked environment.

Maintained hardware and software security controls.

Troubleshoot and resolved operational problems.

Configured or reconfigured desktop computers and printers.

Provided training and assistance to network users.

Troubleshoot and performed hardware repair work including, but not limited to, assembling and disassembling personal computers.

Unisys Corporation – Austin, Texas

April 2004 – August 2010

Helpdesk Tech support Tier 2

Provided technical support for Transportation Security Administration, Department of Homeland Security, and DFAS.

Troubleshoot and provided resolution of network outages in a timely and orderly manner.

Desktop, laptop, and tablet support.

Added Network and local printers.

Configured and maintained smartphones, VOIP phones.

Created VPN pipes.

LANS Maintenance and Support.

Remote Access Configuration.

Contracted for support to TSA, DHS and DFAS specific software, associated networks.

Ticketing software, Remedy and Service Center

World-Car Automotive Group - San Antonio, Texas

March 2006 – September 2006

Systems Administrator

Maintained daily production environments on assigned platforms by completing all necessary tasks to assure production jobs are completed successfully.

Planned and implemented failover procedures.

Telecommunication vendor due diligence and contract negotiation.

Systems Administrator continued:

Researched, prioritized and implemented projects to achieve maximum benefits at a minimal cost to the organization.

Created VPN networks for metropolitan area networks, VoIP telephone systems and wireless networks.

Inventory control and ordering of workstations, servers, firewalls, switches and UPS’s.

Upgraded hardware technology to provide more efficient and reliable networks.

Customized, upgraded and performance tuned of LINUX and Microsoft server platforms.

Optimized security protocols and provided security countermeasures.

Created, maintained front and backend firewalls for an ISA system.

Utilized Sonic firewalls for creating SSL VPN’s with triple DES and 128-bit encryption.

Exchanged Server installation and configurations

Managed MySQL, Postgres and MS SQL server databases.

Computer Experience

Hardware: Sonic Firewall, Barracuda Firewall, Cisco switches, Cisco Routers, Linksys routers, Barracuda Routers, net gear routers, (Type of switches, Type of Servers) Dell Pcs, Desktops, and laptops, HP Pcs, Desktops, and laptops, Surface Pros, IPads, IPhones, Blackberry’s, MiFi’s, Multi printers, USB- Direct connect printers, Network Printers, Built and setup internet ( RJ45) cables, etc….

Software: Microsoft Office Suites, Microsoft XP, Windows 7 & 8, Server 2003, 2008 and 2012, Exchange Server, SQL Server, GroupWise, Lotus Notes, Adobe products, Encryption software ( Axcrypt, TrueCrypt), FTP software ( Cute FTP, FileZilla, Smart FTP, and FTP through Microsoft Internet Explorer), Partition software ( Use OS to partition, OS startup disk to partition drives, Mini Tool Partition, Burning Software (Ashampoo, CDXP, Nero, Roxio), Java, Malware software (Barracuda, Avast, CC cleaner, Spybot, Super Antispyware, Malware bites), VPN Software ( Cisco VPN, Avaya), Roxio, QuickTime, Real Player, Windows Media player, Dream Weaver, ect…

References Available Upon Request

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