Manager Desktop Support

Wilfred Lute

**** ******* **** ● Spring, TX ***** ● 832-***-**** ● ******@*****.***

PROFESSIONAL PROFILE

IT professional with over nineteen years of experience as a hardware/software support specialist with systems/network knowledge. Skilled in a wide range of platforms including web design and desktop support. While working for Klein ISD I had the opportunity for the first year to help start their Help Desk in which the first month we took over 10,000 resolved calls. The next two years 2008-09 at Klein I was promoted as a desktop tech for several of their schools. In 2010 I assumed the roll as a Lead Tech for one of their High Schools which had approx. 4000 students 400+ faculty and each student had their own laptop. At this same School I then assumed the role as Supervisor / Team Lead with a team of techs I supervised until 2014. The last two years while at Klein ISD I became a CTE Engineer Teacher until August 2016.

I Possess excellent oral and written communication skills with the ability of explaining complex software issues in easy-to-understand terms. Leader, motivator, and mentor with supervisorial skills and qualities of a self-motivated teamwork strategist.

While at Klein ISD during my first year I also manage the warehouse for all the incoming and outgoing Auction Items that sold on a quarterly basis. I had to keep up with all the items that came into the warehouse so that it could be tagged for buyers as well as all the inventory that was used for all the technicians throughout the Klein ISD District. I was accredited for starting a store front where all the techs could check out items needed for daily repairs.

CTE Teacher with three years’ experience teaching in a classroom environment. Autocad certified successful classroom management with knowledge of Skills USA, and Technology Student Association clubs.

Volunteer Media Director for 15 years with Refuge Temple Ministries, responsible for video productions, such as editing and producing video footage. Creating online stream of audio and video footage. Managing 70+ members that operates audio sound and video broadcasting equipment.

TECHNICAL SKILLS

Active Directory

Mac OS

Windows 8 (WinRT, Windows RT), 10, Windows 7, XP

Networking

Hardware & Software Deployment

Laptop, Tablet, PC Break Fix

Autocad, Revit, Inventor, Photoshop, and Google Sketchup

Adobe Photoshop and Adobe DreamWeaver

MS Office, MS Exchange, MS Outlook, Lotus Notes

DOS and HTML

FTP client usage, Ghost, Citrix

APEX Systems (test deployments and laptop conversions)

Remedy & Eduphoria ticketing system

CrossTec School Vue and Vsoft/Rapture

Kronos, Imanage, VNC, WOL, GroupWise, and DyKnow.

Camera Operation

Tricaster Production Switcher

Final Cut Pro

EDUCATION

Bachelor of Fine Arts in Visual Communication Present

American InterContinental University Schaumburg, IL

Specialization: Web Design

Expected graduation date: June 2014

EXPERIENCE

Volunteer Media Director / IT Manager 2007 – Present

Refuge Temple Ministries Humble, TX

Media / Cameras

Computers

Network / Hardware and Software

CTE Teacher 2017 – 08/2018

Houston Independent School Houston, TX

Concepts of Engineering

Graphic Design

CTE Teacher 2014 – 08/2016

Klein Independent School District Houston, TX

Concepts of Engineering

Robotics

Animation

TSA & Skills USA Sponsor

Supervisor/Lead Campus Technician 2012 - Present

Klein Independent School District Klein, TX

Oversee overall operation of over 5,000 devices for students and staff on a 1:1 campus where each student is provided with a tablet PC.

Supervise a team of technical and administrative staff by managing and training techs to troubleshoot and install both hardware and software for staff and students.

Upgrade and reimage laptops and desktops from Windows XP to Windows 7

Prepare weekly reports, maintain inventory and supplies, and oversee campus repair operations such as desktop repair, triaging student tablets, troubleshooting connectivity issues and performing maintenance on each device.

Volunteer Media Director/IT Support 1997 - Present

Refuge Temple Ministries Houston, TX

Direct over 70 media video and audio support staff for a church ministry that has eight locations.

Support the IT team as an Administrator/Lead Tech for broadcast of radio, TV, and Internet.

Campus Technician 2008 - 2012

Klein Independent School District Klein, TX

Resolved day-to-day desktop hardware and software issues

Reported Network is to NOC for resolution

Performed maintenance and updates monthly for 3200 + students

Help Desk Specialist 2007 - 2008

Klein ISD Klein, Texas

Supported thousands of users daily

Resolved technical issues by email and phone, using eduphoria ticket platform

Supported 41 schools with technology problems

Volunteered for projects, as a result of this spent most of the time doing field work.

Tier III Data Coordinator 2003 - 2007

WDTS/Verizon Wireless Houston, TX

Created and completed several ongoing assignments and projects for the company

Started a recognition hall of fame for call center workers. Today its known as the “Corridor of Excellence”

Nominated and then selected as the Morale Team Coordinator for the recognition platform for both Mobile Web and Mobile Office.

Managed FCR on inbound calls

Utilized multiple tools, such as Access, Remedy, MTAS, MARs, Black Berry and Desktop Manager

Network Administrator 1999 - 2001

EDS/Continental Airlines Houston, TX

Provided telephone support to 1000+ users

Supported wide range of platforms, HP-UX, Unix, NT4, win 98, 2000, and AS-400 Mainframe.

Volunteered for projects which allowed me to gain desktop hardware and software support experience

Supported various apps, such as MS Office, Lotus Notes, Netscape, Norton Antivirus, Windows XP, and Exchange.

Changed and scratched DLT tapes, scheduled backup, and worked with autoloaders.

Visited desktops and fixed various problems, utilizing extensive software and hardware knowledge.

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