Sr. Desktop Support

Aaron Belcher

**** *******

#***

Houston, TX ***24

C: 281-***-****

E-mail: **************@*****.***

As a professional in Information Technology, with 10 years of experience. I have

Profile experience working in many different environments from the Medical industry, to Energy

to Oil & gas. I have experience working at the highest level of support for the best

companies in the U.S. Excellent teamwork, and very articulate verbal and written

communication skills.

In my professional career I have advanced to executive support, for being quick to

resolve complex issues, speaking articulate, highly technically minded, and making the

Executive business run more smoothly for executives who have little time for down time, and low

Support tolerance for time wasted.

Professional Desktop Support Analyst

Achievemen Teksystems Contract/ Kiewit Energy

ts

• Monitor ServiceNow queue, and address issues according to importance from

critical to high to low.

• Administer iPhone’s and iPad’s and issue device’s to employee’s

• IMAC (Install, Move, Add, Change)

• Break/Fix troubleshooting complex issues

• Provide complete final level support for over 50 users/executive’s

• Provide mobile support for all issues pertaining to iPhone, iPad, Microsoft

Surface tablet

• Work at the desk side of the user and resolve any issues in a timely manner

• Image and re-image Dell laptops with Windows 7 using Ghost

• Monitor and manage the network for the building and administer the server as

necessary

• Manage assets in asset management tool on company Sharepoint site

• Manage users’ access in AD (Active Directory), add, remove, change,

password reset, add or remove computers

Desktop Support Analyst

Disys Contract/ Sava Senior Care Oct. 2013 - Dec.2013

• Supporting over 300+ users on a team of 5 providing level II and III final

level support for all end-user computer issues on HP desktops and

Lenovo laptops

• Providing desk-side, and remote support for end-users using Novell ZenWorks

and HEAT ticketing system.

• Providing support for end-user cell phone issues pertaining to

hardware/software issues, Android/Blackberry/iPhone 4-5S

• Replacing broken tablet and cell phone screens with new touch screens, and

any issues that require replacement. Service for the phone is support through

our telecom team

• IMAC (Install, Move, Add, Change)

• Break/Fix consistent senior-final level troubleshooting

• editing and creating scripts using VB Scripts, XML, Batch scripts

• Working with Server engineers to support Windows Server 2008R2

• Support for Lotus Notes 8.5.3 supporting all issues, including database issues

Senior Desktop Systems Analyst

Keen Technology Contract/ Direct Energy May 2013 - Aug. 2013

• Manage the “Servicenow” incident queue, and address issues according to

submitted incidents of the end-user from the Service Desk.

• Determine the issue’s significance and call/contact the user and get information

on the issue from their perspective

• Resolve the issue accordingly and quickly and follow up with the user to

ensure resolution, and satisfaction

• Manage new hires, setting up their desks and laptops/Desktops, and desk

phones

• Receive termination assets and return them to stock

• Image/reimage laptops and desktops with Windows 7

• Manage and support Microsoft Office, Lync, Excel, Powerpoint, Word, Outlook,

Access

• Lenovo laptops and desktop systems

• Software and applications pushed through HP software management software

• Address all issues reported as hardware or software failures

• Provide support for the executives and trade floor end-users as VIP user

support

• Provide support for custom DE created apps throughout multiple systems and

providing in-depth recorded resolutions

Apple & PC Systems Analyst

Partner’s Consulting contract/ MD Anderson Cancer Center Aug.2012 –

Feb. 2013

• Perform in-depth support for MAC systems that encounter complex

issues

• Provide support for VMWare fusion 5.x

• Migrate Systems Laptops/Desktops from Windows XP to Windows 7

• Encrypt each and every machine on the MD Anderson campus using

SecureDoc

• Identify and report issues to customer and apply solutions

• Take issues assigned through Altiris ticketing system resolve and

maintain tickets

• Document and backup customer systems and migrate to new system set

up

• Encrypt Apple and PC systems alike

• Support for Microsoft Office, Lync, Excel, Powerpoint, Word, Outlook, Access

• Document and track backups and migrations

Field Systems Support Technician

Teksystems contract-hire/ Fresenius Medical Care – Hired Nov. 2010 – Aug. 2012

Previously employed with Fresenius Medical Care as a Dialysis clinic field systems

support technician. As the last step to support, the helpdesk forwards issues they

cannot resolve to my team. Utilizing whatever tools available to resolve the most

complex network and computer issues. Below is a list of the tools I utilized on a day to

day basis in this role.

• Supporting Lotus Notes 8.x repairing all errors

• Supporting all Windows XP, and Win 7 issues

• Re-imaging PC’s and deploying new PC’s using WIM, PXE, Ghost

• Supporting Linux based Dialysis T-Machines (Installing, troubleshooting, etc.)

• Installing and troubleshooting switches, routers, DSL and Cable network

equipment

• Troubleshooting Wyse Thin-Clients (upgraded gradually to S30’s)

• Using active directory to manage users accounts

• Extensive support for company created applications and quickly learning

support for them

• Troubleshoot and upgrade current systems as needed

• Traveling to local clinics to swap out dead machines, and fix any issues not

able to be handled remotely

• Security Management group policies and login scripts; Managed desktop

• Novell product suite for managing the servers and desktops, using Zenworks

for asset tracking, encryption, etc.

• Heavy Networking configuring switches, routers, chases, Digi’s, and extensive

knowledge in WAP, WAN, LAN

• Diagnose and resolve PC and networking issues, both remotely and on-site

• Strong Break/Fix

• Diagnose network issues, with Cisco Routers/switches, AdTran Switches, and

D-Link switches. Reconfigure onsite, determine network interruption cause, and

resolve onsite. This was highly critical, downtime was not acceptable

• Working with Remedy ticketing system to document all work performed

effectively, and utilize logs to recover resolutions to resolve recurring issues

• Remote into end-user PC’s using PC –Anywhere, RDP, Gen Control, Carbon

Copy, Dameware, and VNC Viewer

• Working in a team environment of 15 team members all over the west-division.

• Troubleshooting communication issues with Chairside and dialysis machine

• Directly supporting 500+ clinics in 20+ states for 1500+ end users for the West

division

• Extensive Blackberry, iPhone, and iPad, XenMobile MDM support I held the title

iPhone/iPad SME (Subject Matter Expert) and sole VP, RVP, EVP support

• Sharepoint Support and network share support

• IMAC (Install, Move, Add, Change)

• Manage and maintain servers in server room running Windows Server

2003/2008R2

• Preparations for transitioning from Messaging to Exchange server

• Manage and monitor network via ORION/SOLARWINDS

• Support for Microsoft Office 2003-2010 standard and Professional (Excel,

Access, PowerPoint, Word, Publisher), McAfee epo, TrendMicro, Lync,

Symantec Antivirus, Altiris Software Agent Support, and management. Since

this was a wide spectrum across the US, FMC used multiple programs that

were either phased out or upgraded, but not all at once. Because there were so

many different companies purchased and brought into FMC’s infrastructure, a

vast mixture of new programs and old programs had to be utilized, and the

technician had to be able to adapt quickly to the change, and provide proficient

support.

Desk-side Support Specialist

Teksystems contract/ IBM (BP) May 2010 – Sep. 2010

Provide excellent user support for the Oil Spill recovery project and clean up

Supported for over 300+ contractors and executives in a fast paced "trade floor"

environment. No room for error or slow resolutions, this was a highly critical part of the

role

Altiris for software push and management using Altiris Software Portal

In-depth Windows XP issue diagnosis and resolution

Immediate adaptation and support to various financial applications (SunGard FS was

among the many)

Active directory user administration

Microsoft Office (Outlook, Access, Excel, Power Point, Word, Entourage, One Note,

Office Communicator) Heavy MS Outlook support

Support for “in-house” MS SQL Server application for all employee’s and contractor’s

necessary in oil remediation project

MAC OSX 10.5 and 10.6 (Leopard and Snow Leopard) Provided hardware for end user

a Dell Laptop readily imaged with XP Pro, monitor(s), keyboards and mice (wired and

wireless), memory upgrade, hard drive upgrade, Support both software and hardware of

IBM, Toshiba, HP, Dell, Apple, Compaq laptops. T-series workstations including those

using Linux Red Hat, and Ubuntu.

HP MFP and HP Server port for printers

Laptop Services Technician/Inventory Controller

Teksystems Contract/ AIG/VALIC Nov. 2009 – Feb. 2010

Support advisors' laptops and service as needed for memory upgrades, troubleshooting,

repair, and service

Set up laptop for new advisor after image completion and inventory the change, and

ship to new advisor.

Manage HP Thin clients and troubleshoot issues

Receive the repairs, replacements, or turn-ins for the terminated advisors.

Support advisors needs and maintain a high level of security and privacy for each

advisor.

Archive hard drives for security reasons for all employees laid off, terminated, or

resigned.

Keep an updated count of all laptops and hardware for that floor, and the advisors

supported by the floor.

Computer Support Technician

Teksystems contract/ OXY Petroleum, OXY Chemicals Nov. 2008 – Mar. 2009

Perform requirement analysis, setting up new PC systems for the Customer

Migrating applications and data from old computers to new systems

Work through issues with each new computer

Workstation set up with Dell T6400, T7500

Office Computer Support/asset manager

Trinity Paving Co. Jun. 2006 - Nov.

2008

Hired as an FTE to provide direct support for all staff members of a small paving

company based in the Houston area. My duties included but are in no way limited to :

Manage all purchases for all office equipment

Set up new and maintain existing Office equipment

Provide direct desk-side support for office staff

Provide field support for estimators’ laptops in the field

Supporting MAC OSX 10.4 Tiger – 10.5 Leopard/Windows XP

Support for MS Office and Outlook email

Provide mobile phone support for Nextel devices/manage account

Identify issues and resolve them in a timely manner

Provide software support for engineers and estimators

As a contractor exposed to multiple platforms and programs, I have become proficient

with more than 2 Years or more of the following skills:

8+ years Desktop support and Mac OSX 10.4/10.5/10.6/10.7/10.8

Skills Networking Windows 2000-XP Sharepoint support

Working knowledge of MS Exchange

2010

Remedy Ticketing System (ARS),

Dell Certified (desktops, Laptops,

ServiceNow Ticketing system

Printers (7/19/2013)

Senior level support in Windows 2000/XP/7

Diagnose and resolve complex Lotus Notes 7 through 8.5.3

issues with Cisco routers, AdTran Working knowledge of MDM (Mobile

switches, and Cisco switches. device management)

Installing diagnosing and resolving

issues with DSL, Cable, FIOS

Altiris software agent support/management

modems and setting up firewalls, and

Altiris Ticketing system

configuring and troubleshooting VPN

Active directory Microsoft Office 2003/2007/2010 Outlook,

administration/Exchange Server Access, Excel, Word, PowerPoint

2010/Apple Server/SQL Server 2008

Strong networking knowledge, and Remote support break/fix troubleshooting

able to adapt to rapid changes and

Working knowledge of VBScript,

learn accordingly

PowerShell, Batch scripting, WMI,WIM,

DHCP, DNS, TCP/IP, WAP, WAN,

PXE, SCCM, SQL MS Server 2003/2008 R2

LAN

Citrix XenApp, XenMobile, Metaframe

Cabling and patching network

equipment

Migrating XP to new systems - Android, Blackberry, iPhone/iPad (SME),

Windows 7 custom client imaging and Thin Clients, Laptops, and PC tablets

management

Education Fort Chiswell High School 2002

Houston Community College – Associate of Applied Science (Pursuing)

Software Engineering/Citrix Architect

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