SUMMARY

Seasoned desktop support technician with extensive experience in Desktop Support and deployments of new equipment and software seeking employment

COMPUTER SKILLS

Provide full support of systems for break-fix, install, move, add, change, and preventive maintenance activities

20+ years of Help Desk/desktop support using Remedy ticketing system

Proficient with Win 7, Win XP, Win 2000, Win NT, and Win95

Expert-level troubleshooting of MS Office 2000, 2002 (XP), 2003 and 2007

Configuring laptops with Citrix client for VPN access

PDA support

Expertise with various e-mail clients including Outlook and Thunderbird

Proven ability with Ghost imaging as well as backup of data

Implementation of both scripted and standalone software installation

Skilled with CAT 5, 5E and 6 cabling and termination; punch down in closets on patch panels

20+ years of providing practical solutions in troubleshooting PC hardware and different third-party applications

20+ years of hands-on experience supporting both local and network printers

20+ years of proactive responsibility in an SLA environment

PROFESSIONAL EXPERIENCE

Baker Hughes-Houston, TX 11/201*-**-****

Desktop Support Tech

Desktop support tech and special projects, Part of the Computer deployment depot where the BH image is installed on DELL class systems for new hires and to replace machines that are to be recycled. Responsibilities include installing in house applications for use in the field. Provide remote support for all field employees via RDP or office communicator 2007. Ticketing system used Service Desk V2.0. Install of hardware such as memory and secondary NIC cards are limited to special needs. Hardware break/fix is dependent upon SLA. Logistics inventory of all equipment for accounting and repositioning and or disposal effort.

ExxonMobil-Houston, TX 02/2011-11/2011

Refresh Project - Dell Lead Tech

Responsible for coordinating installs with ExxonMobil site coordinator. Duties included maintaining Excel Spreadsheet for inventory of all systems for deployment and inventory for systems scheduled for disposal. Technical lead for four deployment technicians, three warranty desk side support technicians and two materials handlers, refresh deployment of several thousand Dell laptops, upgrading from Windows XP XME load to Windows 7 GME load. Using Dell automated deployment tool “DAD Provisioning Tool”, automated and manual data migration, five day warranty support includes desk side support with Lotus Notes transition to Outlook, VPN client configuration and support, printer installations and all CORE 5 application installations and two day follow up support, inventory of all returned equipment, for redeployment and or disposal.

Texas Children’s Hospital – Houston, TX 10/2010 - 02/2011

Refresh Project Deployment Tech

Refresh deployment and ghosting of 700 new HP 8000 PCs for Texas Children’s Hospital; reimage of several hundred HP series 7900 PCs and configuration and installation of 400 Workstations on Wheels (“WOW”) machines utilized by the Residents and Physicians on duty in the Emergency Rooms and Intensive Care units of the hospital; Duties included maintaining Excel Spreadsheet for inventory of all systems for deployment and inventory for systems scheduled for disposal. Applications installed included EPIC privacy software mandated by the U.S Government ensuring the privacy of patients, and various other software packages needed by the nurses and caretakers of the hospital: ITRAK ticketing system, Microsoft Office 2007, ISITE, NEO MED, CARDIO IMS, MEDISERVE, ON STAFF, etc.

Black Elk Energy – Houston, TX 6/2010 – 11/2010

Contract Computer Technician

Help Desk/remote desktop computer support using Remedy ticketing system while transitioning to Kaseya ticketing system; configuring wireless laptops and computers for internet access; setting up printers on networks; hardware and software troubleshooting, including troubleshooting any network issues with NICs and wiring; troubleshooting Windows XP, Win 7, and MS Office Suite 2007 and 2010 on Active Directory LAN/WAN; configuring All Works VoIP phone system and providing end-user support, as well as conducting training on new phones.

Data-Tel Consulting Inc. – Houston, TX 11/2006 – 05/2010

Computer Technician – Lead Technician

Computer Field Support - Configuring wireless laptops and computers for internet access, as well as installing wireless routers; setting up printers on networks; troubleshooting hardware and software, and any network issue with NICs and wiring; troubleshooting Windows XP, MS Office Suite 2003 and 2007 on Active Directory and workgroups; ESI phone system installation; end user support, including training on new phone systems and computer systems; data wiring and termination of CAT 5, 5E, and 6 cable pulling and dressing; punch down 66,101 blocks and patch panels.

Lead Technician during 3-09 to 12-09 Home Depot rollout of new cash registers and computers, as well as the replacement, configuration and setup of new network printers; installation of ISP redundant servers on UNIX platform.

OSI Consulting – Houston, TX 01/2003 – 11/2006

Chevron Texaco Help Desk / Desktop Support

Help Desk/desktop support using Remedy ticket system. Duties included installation and configuration of Microsoft Windows XP/2000 and Microsoft Office 2000 and 2002; network printer configuration and maintenance; troubleshooting all applications for 300+ users in the Legal and Marketing Departments; troubleshooting network connectivity issues involving IP addressing and/or NIC card connectivity; conducting inventory of all company software and hardware as well as any third-party hardware and software; maintenance and troubleshooting of all systems within the company.

Compucom – Houston, TX 01/2002 – 12/2002

Chevron Texaco - GIL Windows XP Deployment

Team Lead with Chevron Texaco during the rollout of several thousand new PCs, using Ghost to image hard drive and transfer data and Remedy follow up ticketing system. Duties included installation and configuration of Microsoft Windows XP, Microsoft Office XP and various third-party hardware and software; troubleshoot standard as well as third-party applications for each department. Other duties were to follow up with end users daily and make any corrections to previous day’s deployments, as well as inventorying all legacy hardware and software. Additional duties were to configure email clients such as Outlook and Lotus Notes with special emphasis on the required security for traveling personnel, with special focus training of clients to use the new system.

Corestaff Technology Group – Houston, TX 08/2000 – 10/2001

Compaq - Server Technical Support

Help Desk position using Remedy as ticketing system; Second Level Technical Support responsible for front line call support for entire line of Compaq Proliant servers, troubleshooting all hardware and any operating systems. Primary OS support included Windows NT 4.0, Windows 2000 Advanced Server, Novell 4.11 and Netware 5.0; secondary OS support on SCO UNIX and RED HAT LINUX. Configuration and troubleshooting support on Compaq Insight Manager XE 2.0, as well as DLT Library support, Compaq Rack configurations, and Uninterruptible Power Supply support. As Accredited Compaq Technician (ACT), conducted training on Windows 2000 Advanced Server and Windows 2000 Professional.

Operating Systems, Inc. – Houston, TX 11/1999 – 08/2000

AIM Management - Network Technician

Network Operations - Monitoring of UNIX and NT network servers using HP Open View and Compaq Insight Manager; support of a 2000+ node LAN/WAN network environment; monitoring of backup and recovery operations for network Data Center using Arcserve and Veritas backup software; monitoring of automated SQL server job processes running on Autosys’s application; server support and maintenance of most hardware and software in the Data Center; download of data via FTP and transfer of data for trader access.

Kelly Technical Services – Houston, TX 03/1998 - 09/1999

Shell E&P Technology Co - Desktop support Technician/LAN Administrator

Dedicated to First level and Second level desktop support for (230+ users). Responsibilities included installation and configuration of Windows NT 4.0; user account setup and maintenance on Windows NT server 4.0; set up file permissions to special project drives and folders; installation, configuration and troubleshooting of Microsoft Office 95 and 97, Microsoft Exchange 5.0, Microsoft Outlook 97 and 98, Internet Explorer 4.0, Netscape Navigator and Communicator; setup of network LAN printers and shares on Lexmark boxes and print servers; setup and configuration of laptops for use with Remote Access Service (RAS), installation and configuration of PC3270, Rumba and Hummingbird mainframe emulation software as well as Picturetel video conferencing applications and hardware, with cross training exposure on UNIX workstations SUN Solaris 2.5.1. Other responsibilities included ordering all computer hardware and software from third-party vendors.

MCI – Sugar Land, TX 05/1997 – 03/1998

Internet Engineer - Help Desk Support

MCI Internet Service Provider (ISP), Help Desk support, Corporate Internet Technical support for dial-up and ISDN internet customer access. Responsibilities included troubleshooting modem connectivity and software installation and configuration issues on Windows 95 platform, as well as ISDN support with hardware and software configuration.

Entex Information Services – Houston, TX 06/1995 – 05/1997

Shell Services Company - Deployment Technician

Member of ELS (Enterprise LAN Services) migration team involved in the implementation of Windows NT 3.5.1 server from OS/2 Server Domains in a LAN environment; installed NT server version 3.5.1 on Compaq Proliant servers for deployment to local and remote sites; setup miscellaneous NT components including DHCP and WINS. Protocols used: TCP/IP, both (Microsoft and OnNet stacks), NetBUI, DLC, SNA and NetBIOS. Highly involved with client desktop deployment and configuration, as well as troubleshooting of Windows 95, Windows NT workstation 3.5.1, and Windows for Workgroups 3.11 Operating Systems. Additional duties included first and second level software and hardware support of Microsoft Office Suite, Microsoft Exchange Client, and Netscape Navigator. Other responsibilities included LAN administration, setting up user accounts and printer shares on the network.

Compucom – Houston, TX 04/1994 – 05/1995

Conoco Oil Company - Desktop Support Technician

Member of Downstream P.C. support team during the deployment of 2,000 Compaq PC installs, including transition of Windows for Workgroups to Windows 3.11 on client PCs; diagnosed and resolved technical issues with IBM and Compaq hardware as well as software releases from Microsoft, Lotus, WordPerfect and Borland in a Novell 3.11 environment.

Micro Innovations – Houston, TX 07/1993 - 04/1994

Bench Technician – Assembly

Assembly line worker building clone PCs; promoted to configuration tech and then eventually field tech. Performed field calls both locally and out of town for companies such as Enron and Baker Hughes.

Texas A&M Institute of Biosciences and Technology – Houston, TX 05/1993 – 06/1993

Computer Technician - Internship

Computer Technician - performed hardware upgrades on clone machines, and upgraded DOS 3x to 5.0; configure workstations with Windows 3.1 in a Novell 3.11 environment; format floppies; troubleshoot hardware issues.

EDUCATION

Texas School of Business, Houston, Texas

Micro Computer Software Specialist – Certification

Wharton County Junior College, Sugar Land, Texas

Police Academy - TECLOSE Certification – Accredited Texas Peace Officer

REFERENCES AVAILABLE UPON REQUEST

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