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Desktop Support Software

Houston, TX
October 09, 2018

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Vincent Smith

**** ********* ******, *******, ** 77004

Phone: 832-***-****


IT specialist with 20+ years of Supervisory and Professional Experience in IT Asset Management, high level to support to “C” Level Executives. Desktop Support and hardware installation and configuration. Expert and highly familiar with extensive security, networking, engineering and operating system software. Possess an Electronics Engineering Certification.

Salesforce Admin/App Builder Certificate (Simplilearn). Create Users, Monitor Cases, Integration, Workflows, Email Alerts, Validation Rules, Data Management, Service cloud, Sales Cloud…etc.

Technical Expert in the areas of Windows 7/10, iOS and Android devices

Security and Networking knowledge, particularly as it comes to modern authentication and connectivity to corporate environments from Internet Connected mobile devices.

Have experience with Virtual Desktop Environments (VMWare VDI, Citrix)

Has experience managing Windows 10 devices in a hybrid computing environment covering both cloud (Mobile Device Management (MDM) enrollment AD join) and on premise (domain joined, group policy, etc.) solutions

Has breadth of knowledge of general computing technology

Can communicate clearly (written and verbal) and able to translate complex and abstract concepts into easily understood content. Ability to Work Under Pressure, Great Decision Making/Time Management, Self-Motivation

Is comfortable with collaboration and content authoring in Microsoft O365 environment (SharePoint, Teams, etc.)

Can work effectively as part of a global team, Self-Starter with Limited Supervision

Experience working in large enterprises, ideally with some exposure to supporting computing requirements in industrial/manufacturing spaces, has experience creating technology visions, strategies, reference architectures, and roadmaps


Senior Desktop Support: Supported VIPs, Critical Users, Executive Staff Members’. Trade Floor Support on Daily Basis with Great Time Management, Work Well Under Pressure

Hardware: Dell, Lenovo, HP, iPhone, iPad, HP Printers, Panasonic, Lexmark, Canon, Ricoh, HP Plotters Projector Setup via Conference Room, Flat Screen TV Configuration

Operating Systems: Microsoft Server-Windows XP – Vista - Windows 7/10- Android –Apple iOS7- iOS10.X Blackberry

Supervised Helpdesk- Tracking, Monitoring Calls to Meet SLA,

Software: SAP, MS Office Suites’ 2003-2013, Microsoft Exchange, Lotus Notes, Enterasys Wireless Access Points 802.11b/a/g/n, Secure ID Cards, SAP-Tivoli- Remedy- pc Anywhere-Remote Desktop, FactSet, Bloomberg

PC Support: Imaged PCs, Laptop/Desktop Repair, Mapped Client Printer, Deployed PC Setup, Network Connectivity, Blue Screens, Setup CMOS, BIOS Configuration

Professional Experience.

Randstad/IBM/Motiva March 2017-June2017 Contract

Senior Desktop Support Analyst

Managed Shipping and Receiving of all Assets

Cataloged Assets: Serial Numbers/Asset Tags

Resolve PC/Tablets/Notebooks Issues Daily Basis

Managed Asset Inventory Hardware/Software – Negotiated Software License

Resolve PC/Tablets/Notebooks Issues Daily Basis

Support User Daily Issues Tasks Desktops/Laptops/Printer

Imaging PCs/Deploying PCs to Clients/Laptop-Desktops

Resolve Trade Floor Issues for Traders Daily Basis

Bankers Life August 2016 – March 2017

Account Executive/Senior Desktop Support

Resolved PC/Tablets/Notebooks (Apple, Samsung, Windows)

Resolved User Daily Issues Tasks Desktops/Laptops/Printers

Managed Client Accounts Set Appointment to Negotiate Account

Fayez Sarofim & Company May 2014 - December 2015

IT Architect I - Asset Management Analyst /Senior Desktop Support IV

Resolved Executive/Principals PC/Tablets/Notebooks p\Printing Issues

Managed Asset Inventory Hardware/Software Licenses – IT Budget Control

Resolved Trade Floor Issues with Secured Software/Websites (FactSet and Bloomberg)

Managed Software Licenses via SharePoint

NRG/Reliant Energy June 2008 – December 2013

IT Architect I - Asset Management Analyst /Senior Desktop Support IV

Completed ITIL Training 2012

Managed Asset Inventory Hardware/Software – Negotiated Software License Pricing 30% Saving

Managed Software Licenses via SharePoint – Cut Search Time for Software Down 40%

Dell/Lenovo/HP - Conducted Road Map Meetings to Discuss Late Model Availability, Specs and Warranty Life-Cycle - Slashed New Hardware Purchase 25%

Spearheaded Physical Inventory Plans for all Assets Company Wide – Completed Project 2 Months a Head of Schedule Traced Down Missing PCs Resulted in 90% Recovery Rate

Managed Disposal of IT Equipment and Accessories Nationally per EPA guidelines

Accountable for Imaging and Configuring Desktops/Laptops Deployment – Resolved Within Time frame

Provided 3rd Level Desktop Support Local and Remotely

Three Levels to Fulfill SLA Before Routing to Upper Management (Med 24-72 Hrs. Completion, High 24-48 Hrs. Completion and Critical 1-4 Hrs. Completion) 89% First Call Resolution

Performed Hardware and Software Diagnostic Troubleshooting

Resolved Trade Floor Issues Hardware Secured Software/Websites (FactSet and Bloomberg)

Managed Shipping and Receiving of all Assets Nationally – Negotiated Shipping Pricing 25% Saving

Enbridge Energy Feb. 2007 – Feb. 2008

Asset Management Analyst

Administered Novell Zenworks Asset Management Program

Administered Remedy Asset Management Program

Spearheaded Physical Inventory Plans of all Assets Enterprise Wide

Managed Disposal of Assets Return Equipment – Shipped on Time Saving Late Fees

Re-imaged and Configured Desktops/Laptops /Devices

Network and Internet Security Configurations

Assisted with Shipping/Receiving of All Assets Enterprise Wide

Obligations: Unboxed, Labeling, Configured, Setup/Configured

Wireless Card, Tested Connections

Getronics Nov. 2005 – May 2007

Desktop Support Analyst II

Supported / Configured Desktops / Laptops

Supported / Configured Laptop’s w/Secured ID RSA Token

For Remote Access / Dial-up / DSL / VPN Software

Installed & Configured MS Exchange’s Outlook’s Clients and Lotus Notes R4.6- R6.5.3 Clients

Access Points / Wireless Configurations 802.11b/g/a/n DSSS FHSS

Installed & Configured Vendor Neutral Access Points

Managed Call Tracking via Remedy Software /PeopleSoft

Supported 20,000+ Users Local / Enterprise Wide

Bridgestone/Firestone Nov. 2000 – Aug. 2005

Asset Management Inventory Control (01/02 – 08/05)

Administered Qualiparc Asset Management Program

Spearheaded Physical Inventory Roll-out Project Plans of all Assets

Earned Bridgestone/Firestone’s 2003 President Award for Roll-Out Project Saving $1.4 Million

Lease CIT/Purchased Management Roll-out Projects

Maintained/Managed Over 4,000 Assets Enterprise Wide

Managed Shipping and Receiving of all Assets Nationally – Negotiated Shipping Pricing 20% Saving


Electronics Engineering, ITT Technical Institution, 03/95-04/96

Certificate of Completion: Electronics Engineering Technology

Information Technology: Houston Community College, 09/87-05/89

Certificate of Completion: Mainframe Programming / Microcomputers


Microsoft Office XP 2003-2010

Introduction to Networks TCP/IP

Ziglar Training Systems Customer Service Class

Performance Management Training

Business Ethics: An Introduction Training

ITIL v3 Foundation Certification- Completed Internal Training Course (Provided by Company)

2003 Bridge/Firestone President’s Award Employee of the Year (Saving $1.4 Million)


Salesforce Administrator and App Builder (Developer) 2017

Agile Project Management Foundation 2017 Certified Technician: Notebooks – Desktops – Printers

Microsoft Certified Professional MCP Desktop - Microsoft Certified Professional MCP Server

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