Qualifications Profile

Dedicated, detail-oriented, and multifaceted professional with extensive experience in IT operations, technical support, network configuration, and computer system troubleshooting. Adept at multitasking in fast-paced environments, handling customer concerns, accomplishing tasks in a timely manner, and providing solution to complex problems. Equipped with articulate communication and interpersonal skills in building positive work relationships with all levels of the organization.

Professional Experience

Matrix

Service Desk/Desk Top Support Lead Level 1 (Ryan LLC) March 2018-Current

Managed and coached a team of 5 on advanced issues with AD, Office, Right-Fax, O365, Concur, and internal proprietary software.

Procedure redesign of internal processes used by the Service Desk and Desk Top Support Teams.

Service Desk Coaching on soft skills with 1 on 1 and group meetings.

Writing documentation for the teams on how to resolve issues and troubleshoot.

Weekly leadership meetings to go over hot items affecting the business.

CSC/DXC, Plano, TX

Service Desk / Help Desk Technician (General Dynamics / WEX) MAY 2017-December2017

Completed daily tasks and Phone/Chat/Email support with the end users.

Troubleshooting Computer/workstation issues, software, hardware (Including Printers and mobile devices)

Daily work within Lotus notes, Outlook, Exchange, RSA Access (Tokens), VPN, Bomgar, VoIP, Skype Business 2o16

Worked with Service Now ticketing system and remedy.

Security Clearance – Secret – for Government information between USA and Other Countries. (General Dynamics)

Service over 150 different accounts with Active Directory Issues. (WEX Fuel Systems)

Other duties as assigned

Trouble Shoot and Diagnose Issues with Windows Versions 7, 8, 8.1, 10 and Mac OS

TEKsystems Dallas Solutions Center, Irving, TX

Service Desk Analyst Aug 2016–Feb 2017

Exhibit superior talents in helping end users with daily computer- and IT-related issues and requests including:

Password reset Distribution list

Account unlock Hardware and software

Virtual private network (VPN) Procurement and installation

Security token Active Directory

Citrix Cellphone tablet

Exchange Cellphone tablet

Outlook MiFi

Skype Windows XP, Vista, 7, 8.1, 10

VoIP Mac OS X

ShareDrive

SharePoint

The InSource Group, Dallas, TX

Service Desk / Help Desk Technician (Tuesday Morning) Jun 2016–Aug 2016

Rendered high-level support through technical, troubleshooting, and diagnostic assistance to Tuesday Morning end-users and stores and POS Systems

Overhauled operating system, hardware, and software issues; and utilized UltiPro ticketing system in prioritizing ticket issues, investigating, diagnosing, and reporting problems, and providing resolution to customers. Discovered the nature of customer problem through inquiry; notified customer on problem-solving process; and ensured customer issues were resolved through email and telephone or escalation processes

Played a vital role in user’s computer by remotely installing, modifying, and overhauling computer hardware, software, share drive, and Active Directory issues; and carried out network account password resets and account lockouts.

Insight Global, Dallas, TX

Service Desk / Help Desk Technician (CompuCom) Jan 2016–May 2016

Rendered technical, troubleshooting, and diagnostic support to CompuCom’s end users and customers

Cooperated with first and second tier service desk and help desk technicians in resolving operating system, hardware, and software; using ticket system problems in organizing ticket issues; and investigating and diagnosing report problems

Remotely installed, modified, and repaired computer hardware, software, and shared drives as well as Active Directory issues; and conducted network account password resets and account lockouts

Displayed expertise in resolving technical problems in local area networks (LANs) and wide area networks (WANs)

Utilized MobileIron and AnyConnect in determining and solving issues on iDevices

Apex Systems, Irving, TX

Level 1 Network Operations Engineer (T-Mobile) Jul 2015–Sep 2015

Handled T-Mobile’s monitoring system to monitor status and performance reports of T-Mobile’s cellphone towers and data network

Managed and solved network and customer trouble ticket queues through the use of provided system to track trouble reports

Collaborated with the first-tier network operations center (NOC) staff on trouble ticket system to organize issues, analyze and determine reported problems, and deliver resolution to customers

Served as escalation point to technical staff in creating telephony and data-related network tickets for resolution

Worked closely with vendors in solving and tracing trouble reports in circuit, routing, and network issues on customer and core network infrastructure

Education and Credentials

Cyber Security Analyst Program, In Progress

PCCenter Dallas Campus, Dallas, TX

GPA: 3.8 / 4.0

Coursework in Information Systems Cyber Security, 2016

ITT Technical Institute-Richardson, Richardson, TX

GPA: 3.92 / 4.0

Associate of Applied Science in Network Systems Administration, 2015

ITT Technical Institute-Richardson, Richardson, TX

GPA: 3.90 / 4.0 Dean’s List Graduated with Highest Honors Perfect Attendance Award National Honors

CompTIA A+ Certification, In Progress

CompTIA Network+ Certification, In Progress

CompTIA Security+ Certification, In Progress

PCCenter Dallas Campus, Dallas, TX

Technical Acumen

Software

Microsoft Office Application (Excel, Outlook, and Exchange)

RSA SecurID, VoIP, Office 365, Citrix, VMware, and SQL

Hardware

Apple and Android Products Configuration

Connection and Network Protocols

WAN, LAN, Telnet, Secure Sell (SSH), Active Directory,

TCP, IP, FTP, and Dynamic Host Configuration (DCHP)

Operating Systems

Microsoft windows 10,8.1, 8, 7, Vista, XP

Windows server 2008, and Red Hat Enterprise Linux

Mac OS X

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