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Helpdesk Manager

Location:
Frisco, Texas, United States
Posted:
December 16, 2018

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Resume:

Technical support professional offering extensive experience and thorough knowledge of different operating systems, hardware, desktop peripherals, and IT network systems.

PROFILE

Helpdesk Management

ITIL Framework

Incident Tracking

level I/II Desktop Support

SLA’s

Equipment Life Cycle

Supervision

Documentation

Managing small-medium projects.

Customer Service

Asset Management

SQL/Trackit!

EXPERIENCE

RMG Networks - Business Application Engineer

Dallas, Tx 7/2018 - Present

●Provide implementation services, integration development and associated consulting and training services for Digital Signage Systems.

●Work both independently and cooperatively with other team members.

●Inspire customer’s confidence in RMG Network services and solutions through product knowledge, applications expertise, creativity, integrity, responsiveness and effective communication.

●Deliver on-site and remote installation, configuration, and training of RMG products and solutions on time, and on budget

●Recognize opportunities for RMG to expand its presence in the customer’s operation

●Communicate status including progress, risks and issues.

California State Treasurer (STO) - Desktop Support Lead

Sacramento, CA 2/2009 – 6/2018

●Led/Supervised a team of 5 IS/IT professionals.

●Supported a user-base of 400 staff through Active Directory user groups, Organizational Units (OU) structure, mail and security groups.

●Configured and Deployed 200 computers through yearly refresh cycles while ensuring a seamless customer experience through Operating System upgrades, system patches, network outages and equipment moves.

●Wiped and surveyed over 300 yearly pieces of equipment at end of life hardware cycles protecting end user work files while ensuring the department’s data security integrity.

●Resolved printer, desktop, laptops, iPad and phone request for service within 90% of Service Level Agreement (SLAs).

●Provided immediate and advanced support levels to executives, directors and the State Treasurer.

●Provided quality Tier I and II remote/virtual support to end users among three geographic locations spanning more than 500 miles between support sites.

●Ensured timely feedback to end users on IT Service requests and problem tickets.

●Documented and maintained the department’s Knowledge Base ensuring process accuracy through hardware and Operating System updates from Windows XP through Windows 10.

●Administered TrackIt! System through various versions ensuring history and ticket integrity while simultaneously updating backend databases.

California Department of Corrections and Rehabilitation (CDCR), - Jr. Business Analyst/Technical Support

Sacramento, CA 6/2005 - 2/2009

●Conducted data gathering and analysis to understand business requirements from 20 parole field agents and executives for the Parole Violation Decision Making Instrument project (PVDMI)

●Coordinated on-site executive presentations with strategic partners to formulate viable solutions for project.

●Instrumental at helping to formulate Request for Bid (RFB), and Request for Offers (RFO) packages

●Prepared quarterly PowerPoint presentation for executives regarding project status

●Kept management apprised of current vendor escalations and general status updates throughout project

●Exercised independent judgment with minimal direction on key project decision points

●Simultaneously worked to support 73 Parole Field offices in support of desktop deployments, computer image creation, end-user training and hardware purchases.

●Implemented the Parole Agent Training phase within the Parole Agent Training academy: trained over 1,000 new parole agents over a course of 3 years.

RECOGNITIONS:

Employee of the Month, Outstanding Customer Service

Ca. State Treasurer

12/2013

LANGUAGES:

Fluent in Spanish

Verbal/Written

EDUCATION:

University of San Francisco

MS, Organizational Development

5/2012

California State University, Sacramento

BS, Criminal Justice

5/1998

AFFILIATIONS:

Beta Gamma Sigma Association

US Army, Veteran

Armed Forces Expeditionary Medal recipient

5/2012 - Present

9/1994

VOLUNTEER:

Cristo Rey High School

Track & Cross Country Coach

Another Choice Another Chance

Graphic Design work

Sacramento, CA

2015 - 2017

Sacramento

2005



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