Technical Operations Supervisor/ Helpdesk Supervisor
Resume:
The Woodlands,TX *****
*********************@*****.***
Matthew Grant Carpenter
OBJECTIVE
A Technical leadership position that provides an opportunity to use my extensive skills and training abilities while assuming management responsibilities.
CERTIFICATIONS
Cisco Certified Network Associate Routing and Switching
Microsoft Certified Solutions Associate Windows Server 2012
EXPERIENCE
FOX Interactive Media — Technical Operations Supervisor
August 2018 - February 2019
●Lead and supervise digital operations team to proactively identify and resolve issues.
●Minimize downtime for Digital Consumer Group video platforms.
●Manage and triage live incidents occurring across various platforms.
●Enable proper communication channels to responders and stakeholders during incidents to expedite resolutions.
●Be a subject matter expert for data flow though our systems and Restful API’s
The Woodlands Township — Help Desk Supervisor
October 2016- October 2017
●Oversaw a team of three that supported the entire Woodlands Township, Fire Department, and Parks & Recreation 24/7.
●Developed walkthroughs, procedures and FAQ’s for end users and inner departmental usage.
●Created and managed users in Active Directory, Exchange, and Office 365 after we transitioned from on-prem to cloud services.
●Created and managed users in Maas360 (our MDM) Verizon, Cisco Call Manager, Cisco Unity, Adobe Creative Cloud.
●Created, managed, and updated PC’s and Servers in Cylance Protect. Our virus protection-security software.
●Created, managed and utilized Microsoft System Center Configuration Manager with Endpoints, Primary Sites, Software Updates, Boundaries and creating Managed Reports.
●Made all purchases for The Woodlands Township 2017 year and developed a budget for all technology related purchases for the 2018 year. Multiple quotes were needed for these purchases because of being a government entity.
●Delegated trouble tickets to all Help Desk team members through ManageEngine ServiceDesk Plus.
The Woodlands Township — Senior Help Desk Analyst
August 2014 - October 2016
●Conducting major tape backups for production servers with government critical data.
●Configured and deployed Layer 3 Cisco Switches with the assistance of the Network Administrator.
●Technical lead on support of the general user population and executive staff with troubleshooting computer hardware and software issues such as permissions on network shared folders, Group Policy settings, Domain login issues, SharePoint site permissions, and printer problems.
●Administered Microsoft Deployment Toolkit, creating a “gold” image of our Windows 7 Enterprise and Windows 10 Enterprise installations for all desktops, laptops, surface devices and Panasonic Toughbooks.
The Woodlands Township — Help Desk Analyst
February 2013 - August 2014
●Took ownership and resolved level 1 and level 2 tickets created by users via our HEAT ticket system or phone that had technology based issues. The SLA for our department was one hour response, three hour re-response, and three day resolution 24 hours a day 365 days a year.
●Supported after hour Town Hall meetings that used iPads for viewing PDF files on a network accessible folder. These meetings were extremely high priority due to the front facing population experience.
Strike LLC — Help Desk Technician
March 2011 - January 2013
●Owned and resolved Level 1, 2, and 3 tickets created by users via Connectwise Manage ticket system or by phone.
●Setup and maintained multiple site critical servers for day to day operations.
●Maintained user roaming profiles, organizational units, security groups and email accounts in Exchange 2007/2010 while configuring logon scripts, group policies, delegated group controls and set-user restrictions.
●Troubleshoot network connectivity, installation issues, voip, security programming issues, managing purchasing, distribution and documentations of workstations, laptops, copiers/printers, cell phones in addition to all products that meet end users needs.
The Planet/SoftLayer — Server Build Technician
February 2010 - January 2011
●Managed hardware for 20,000 production grade servers.
●Troubleshoot connectivity and hardware issues in CentOS, Debian, RedHat, FreeBSD, ESXI and Windows Server.
●Built and wired cabinets to customer specifications.
EDUCATION
Willis High School, Willis, TX
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