Technician Desktop Support

CHARLES WEST

214-***-**** *********@*****.***

SUMMARY

A highly meticulous and forward-thinking IT professional with progressive expertise in local desktop support, software installation/support, field service/helpdesk support, SCCM, server administration, LAN/Wan, operating systems, AS/400, hardware diagnostics/support, Acive Directory and system administration. Leverages strong technical proficiency and analytical skills to identify and resolve issues. A results-driven producer who enables a workforce to operate at maximum efficiency.

EXPERIENCE

CARIS LIFE SCIENCES, Irving, Texas

Field Services Technician II, 2014

●Provided day-to-day local and remote support of employees’ technical needs, including hardware, software, operating systems, and account access.

●Provisioned desktop computers, laptops, printers, desk phones, cell phones, iPads, printers, and all peripherals.

●Imaged and configured computers configured with BitLocker encryption for new and replacement computers.

●Maintained desk phone accounts, cell phone accounts, mobile device security software installation, and updates.

●Performed maintenance on networked Xerox MFP units.

●Connected and moved cross-connect cables in patch panels/switches in IDF closet to connect LAN ports for users, devices, analog lines for fax machines and conference phones.

●Configured user access and options as well as customized Avaya phones to the users’ requirements.

INVITATION HOMES, Dallas, Texas

Systems Administrator, 2012-2013

●Created and maintained user accounts in Active Directory, Exchange (hosted by Intermedia), Office365 (MSOffice 2010, 2013), Box.com storage accounts, EFax, GoToMeeting, and Skype.

●Configured Shortel and Telekenex phones.

●Provided local desktop support for 60 employees and executives as well as backup support for 1,200 users in regional offices.

●Configured and deployed computers and peripherals for local office. Procured, inventoried, and deployed laptops, desktops, and peripherals.

SHARED TECHNOLOGIES, Irving, Texas

Deployment Technician, Desktop Support, 2006-2012

●Created, maintained, updated, and deployed images for multiple models of laptop and desktop computers (HP/Compaq, Dell, Gateway, Custom build) using Symantec Ghost and Windows Deployment Server.

●Revised and fully documented process of deployment from using Symantec Ghost images to using MS Windows deployment server and Windows automated installation kit, improving time required for deployment process from in excess of two hours to less than 40 minutes, and reducing company spending by eliminating Symantec Ghost Server licenses.

●Tracked all tasks in tracking software packages (ServiceDesk, ServiceNow).

●Created and maintained user accounts in MS Server 2003/Active Directory environment. Participated in enterprise migration from NT 4.0 to MS Server 2003/Active Directory environment.

●Received all computer and accessory deliveries, as well as shipped all repaired and new computers for users, tracking each computer from repair/replacement completion to delivery within proscribed SLA time.

●Maintained accurate inventory and records of deployed equipment and stock on hand.

●Provided laptop, desktop, and accessory (docking stations, keyboards, mice, monitors, printers, bags) support and deployment for 1,500 users as sole hardware/deployment technician of company.

●Oversaw procurement, receiving, inventory tracking, and deployment of all IT assets.

●Installed and configured Windows operating systems and various software packages. Provided third-level support for helpdesk staff.

●Encrypted computers using McAfee Endpoint Encryption as well as troubleshot and repaired encryption problems.

●Performed data recovery for users with computers in for repair. Managed printer configuration locally as well as on print server.

ARCHON GROUP, Irving, Texas

Helpdesk Technician, 2005-2006

●Supported end-users with all products, including computers, software, operating system, custom applications, printers, BlackBerries, and network connectivity, including VPN connections.

●Resolved issues in timely manner and provided accurate reporting in Remedy tracking system.

●Provided remote, nation-wide support for Microsoft XP and 2000.

●Served as IBM Access Connects/IBM ThinkVantange connection profile manager for laptops.

WIACOMM, Fort Worth, Texas

Installer, Technical Support, 2004-2005

●Ensured connectivity of customer's PC or LAN to ISP network. Configured customer PC as necessary for TCP/IP connectivity to ISP.

●Configured and installed Trango Broadband Backhaul units for connection between main tower site and outlaying repeater sites.

●Troubleshot connectivity issues at all points in network from incoming T1 lines to customer LAN or PC.

●Performed constant interaction with customers to provide service and company presence in local community.

●Wired networking of homes and business locations.

D.R. HORTON COMPANIES, Arlington, Texas

Help Desk Technician, Desktop Support Technician, 2000-2004

●Served as RightFax administrator. Led enterprise-wide rollout of RightFax servers. Created and administered RightFax accounts.

●Installed and configured PC hardware and software for MS Windows 98, NT 4.0, 2000, XP, Server 2000, and Server 2003.

●Developed understanding of Novell and NT 4.0 Server OS.

●Set up print queues and print servers on different server operating systems and configured network printer.

●Managed main software packages from Microsoft, including MS Office Suite and popular Internet packages including both Netscape Navigator and Internet Explorer and associated email systems.

●Oversaw networking via TCP/IP and IPX/SPX as well as Remedy tracking system.

TECHNICAL SKILLS

IS Deployment: MS Windows Deployment Service/Windows Automated Install Kit, Exchange Mailboxes, VPN Accounts

Server Operator/Junior Administrator: MS Server 2003/2007, MS Exchange 2003/2007, Hosted Exchange Service (Intermedia), Hosted File Storage (Box.com), GoToMeeting.com, Skype, E-Fax, Microsoft Office365

LAN/Wan: Installed, configured, and troubleshot RAS connections (direct dial, Sprint connection) and VPN accounts

Operating Systems: MS Windows 98, MS Windows 2000, MS Windows XP, MS Windows 7

Software: MS Office 2003/2007, MS Outlook2003/2007, Lotus Notes v5.x, AS/400 emulator (5250), Lotus SmartSuite, Corel WordPerfect, Snagit!, Clip'nSave, McAfee antivirus, McAfee Endpoint Encryption, McAfee EPO

Issue Tracking Software: Remedy, AdventNet Service Desk Plus, ServiceNow

AS/400: Maintained user security; supported and monitored print queues, job queues, and user jobs; led all technicians in support of AS/400 support

EDUCATION

NAVARRO COLLEGE, Corsicana, Texas

A.S., Music, 1986

CERTIFICATION

Comptia A+, 2001

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