Support Desktop

Ralph Hodges

Email: ********@*******.***

Summary:

I am an Information Technology Specialist with twelve plus years’ experience in providing workstation, server and other network equipment configuration, installation and support. In the past my success has been as a direct result of my strong desire to provide the best end user experience I can provide. By focusing on an empathetic approach to the end user’s problems and setting their expectation I have been able to improve the user’s experience, not only with me but with the overall service they have and will receive from my group. I have supported third party applications as well as core business applications from custom developed solutions to mainstream commercial solutions. I have prepared technical documentation for training new users as well as for maintaining the proficiency of veteran users. I am very proficient in conducting research to resolve technical issues with prompt and thorough efficiency. I have conducted desktop, remote desktop and telephonic help desk support in accordance with the prescribed SLAs. I have interfaced with clients in both consumer and corporate environments, ranging from consumer or support staff to senior level executives all on their personal levels of technical expertise.

Education:

HDI Virtual University – 2005 – 2007 Houston, Texas

Certifications:

ITIL Foundation

MCDST (Desktop Support Tech)

A+ CompTIA

N+ CompTIA

United States Navy – 1989 – 1993 – United States

Completed Courses For

Non-Commissioned Officers Training

Tomahawk Vertical Launch OP and Maintenance

NTCS-A OP

FC “A” School

Basic Electronic and Electricity - Certificate Issued for Electronics Technician

Technical Skills:

Hardware: IBM personal computers and compatibles; Apple/ Macintosh personal computers and IOS based devices; Android OS based devices; Printers, Scanners and Copiers

Programs: Microsoft Office 97 - 2013; WordPerfect; Lotus Notes; PC Anywhere; Carbon Copy; Dameware; Bomgar; MS Front Page; Adobe Acrobat; Dreamweaver; Vantive; Remedy; Peregrine; SAP; Norton Ghost; Acronis; ServiceNow

Operating Systems: Novell Netware; MSDOS; Win 3.x; Win 9x; WinNT4.0; Win2000; Windows Millennium; Windows XP; Windows Vista; Windows 7; Windows 8; Windows CE; Windows Mobile 5&6; OS X; Linux; Unix; AS400; RIM(blackberry); Palm; IOS; Android

Training: A+ Cert.; N+ Cert.; HDI-SCA, HDI-SCTL, HDI-ITIL and HDI-DST Cert.; Basic Internet Connectivity and Configuration of related Protocols (Dialup; ISDN; ADSL; SDSL; Cable (DOCSIS); WiFi; VPN and Mobile Broadband (HSDPA); End to End DSL Architecture; Advance DSL Installation.

Networking Protocols: TCP/IP Protocol Suite; FTP; SNMP; TFTP; IPX/SPX; ATM Frame-Relay; ISDN; SMDS; SDLS; ADSL; Broadband Digital Cable; 802.11 a/b/g/n Wireless LAN; 10/100/1000 Ethernet

Professional Experience:

ANR Solutions Houston, Texas Jan 13 – Present

Active Directory Engineer/ Desktop Support Engineer/ A/V Technician/ IT Consultant

Provide executive support to VP level clients and their associates to resolved their technical issues, in person, via e-mail, phone and other remote connectivity media.

Piloted a technical center for direct end user walkup consulting and support.

Provided desk side and remote technical support on a floor of approximately 60 users on the trade floor.

Responsible for diagnosing, testing and repairing Apple Laptops and IOS mobile devices. This includes app installs connectivity configuration as well as hardware and component replacement such as glass, screens, speakers, cameras, cases and home buttons.

Install, repair, maintain, and upgrade Apple Desktop and Notebook Computers.

Acted as junior network admin to facilitate software delivery and OS updates via SCCM, created, disable and/ or delete user’s, workstations and printers from Active Directory and add or remove users from different security groups, created, disabled and/ or deleted users from Exchange.

Installed and configured Cisco Unified Communications Manager, Cisco Unity, and Cisco Voice Gateways.

Deployed and configured Cisco phones to end users.

Identified, analyzed and provided solutions to requests for technical assistance in person, via phone, and remotely for the following technologies: Windows, IOS, Android and Mac OS based systems (Laptops, Desktops, Workstations, Servers, Thin Clients, Tablets & Smartphones)

Provide Active Directory and Exchange support for mass migrations and infrastructure implementation for users, workstations, printers and servers.

Utilized Active Directory to maintain Group Policy changes, Security group configurations and manage workstation and user access.

Acted as Team Lead for a 10 person team of Migration Technicians to support migration efforts of approximately 3000 users.

Perform operating system and software migrations which included creating backups of full systems or profiles in order to restore migrated user’s data as a part of the migration process.

Perform mass imaging of desktops and laptops in preparation for system roll outs and backup inventory.

Packaged and distributed applications via LANDesk and SCCM

Provide one-on-one and small group technology onboarding tutorials for new hires

Conducted small group technology workshops on topics such as Getting to know Windows 7, Basic Outlook familiarity and mailbox management, Remote Connectivity and laptop basics.

BHP Billiton (Insight Global) – Houston, Texas Apr 11 – Jan 13

Desktop Support Technician / Technical Floorwalker / Deployment Engineer - Contract

Provided desk side and remote technical support for approximately 180 users on three floors including the HR floor and trade floor.

Provide executive support to VP level clients, their associates and visitors on Saturdays and in a rotating effort afterhours.

Provided Active Directory support by adding and removing laptops and workstations as necessary for system deployment or retrieval.

Performed setups, configurations and moves of Windows PC and Mac OS devices, as well as their associated peripherals on the floors I was assigned to support.

Setup, configured, and maintained conference room workstation and audio/ video equipment on the floors I was assigned.

Acted as Team Lead of 10 move technicians to support after hours equipment moves of 50 to 300 users while the company expanded its site presence.

Conducted asset management by tracking and maintaining a database of all equipment with traceable serial numbers on the floors I was assigned to support.

Performed break/fix operations on all desktops and laptops including, but not limited to hard drives, disk and tape drives (floppy, CD, DVD,DAT, etc…), motherboards, NIC cards, Video cards, sounds cards, fans, cpu chips, memory cards and power supplies.

Analyze technical problems and create solutions involving the use of my person knowledge as well as company provided techniques or tools.

Escalate technical and/or application related incidents to their proper groups for continued investigation and resolution.

Update and maintain accurate incident records using the provided incident tracking system, Remedy.

Performed assigned tasks or projects within schedule in accordance with established standards and guidelines.

Prepared and recommend technical alternatives involving technology, methodology, tools, processes and solution components.

Acted as Team Lead to assist in performing operating system and hardware migrations for users upgrading to Windows 7, which included scheduling user’s, technicians, software and data as a part of the migration process.

Performed mass imaging of desktops and laptops in preparation for new user system roll outs and backup inventory.

Performed software deployment and updates via SCCM.

CNA (Technisource)–Houston, Texas Aug 09 – Dec 10

Senior Desktop Support Engineer / Network Administrator - Contract

Provided Desktop, LAN and WAN support for approximately 80 users at a field site including the site VP as well as the executive level associates.

Provided Active Directory support to add new laptops and workstation, add new users, migrating laptops and workstations to different OU’s or groups, migrating users to different OU’s, adding or removing users from specific groups and remove users after they have been terminateds.

Provided Exchange Admin Support for new users and terminating users.

Performed setups, configurations, moves of desktops, laptops, and their associated peripherals.

Responded to requests for technical assistance in person, via phone, and remotely for the following technologies: Windows and Mac OS based end points (Laptops, Desktops & Thin Clients), Tablets & Smartphones (IOS & Android), and Microsoft Office.

Performed break/fix operations for all desktops and laptops including, but not limited to hard drives, disk and tape drives (floppy, CD, DVD,DAT, etc…), motherboards, NIC cards, Video cards, sounds cards, fans, cpu chips, memory cards and power supplies.

Performed periodic maintenance on Xerox and HP printers including, but not limited to cleaning, changing filters, changing ink and toner cartridges, maintenance kits, fusers, image transfer units and waste over flow bottles.

Provided onsite support to the data center and network engineers.

Update node management software for new devices.

Add, configure and delete users from active directory

Maintain Router and Switch configuration files, troubleshoot LAN issues and manage network infrastructures.

Administer file, application and print servers in 24/7 network environment as needed for one site.

Provide accurate, complete up-to-date inventory records of all computers and printers and their associated peripherals.

Update and maintain accurate incident records (Remedy) using them to monitor and identify problems resulting in further escalation or resolution.

When not performing the duties as a Desktop Support Technician or LAN Administrator, I assisted the service desk by answering and either fixing or routing first level incoming calls to the help desk.

Used a ticketing solution called, “Remedy” to log all problem reports and my efforts to resolution as well as to monitor and identify problem trends.

ExxonMobil (Disys)–Houston, Texas Jan 08 – Jul 09

Desktop Support Technician and Field Support Technician - Contract

Along with a team of ten other Desktop Technicians I help to support 2000+ end-users at three different locations with their Windows/ Mac OS software and hardware issues regarding Laptops, Desktops & Thin Clients as well as their associated peripherals.

Provided remote desktop support, which included, but was not limited to application installation, trouble shooting and configuration.

Performed setups, configurations and moves of desktops, laptops, printers and their associated peripherals.

Performed break/fix operations for desktops, laptops and HP printers including, but was not limited to hard drives, disk and tape drives (floppy,CD, DVD,DAT, etc…), motherboards, NIC cards, video cards, sounds cards, fans, cpu chips, memory cards, power supplies, cleaning, changing filters, changing ink and toner cartridges, maintenance kits, fusers and image transfer units.

Used a ticketing solution called, “Remedy” to log my efforts to resolution and to monitor and identify problem trends.

Assist in the management of capital equipment by using a web based asset management database.

JPMorgan Chase Houston, Texas Apr 04 – Jan 08

Senior Help Desk Analyst

Assisted the Service Desk Manager as a Team Lead by training and mentoring of tier 1 analyst at the Service Desk with a specific focus on documentation for possible escalation to either the Desktop Support Team or the Tier 2 Analyst.

Provided technical support by means of 50% telephone communication and 50% remote desktop support to identify, analyze and provide solutions to incidents involving the functionality of all Windows PC and Mac OS devices.

Used a ticketing solution (Tivoli/EEMS and Perigrine) to log all problem reports and used it to monitor and identify all problem resolutions.

Although I was identified as a Universal agent tasked with handling a broad range of applications, my specific areas of expertise were in Messaging and Remote access, which included support of Lotus Notes version 4.0 – 6.5.4, MS Outlook, Blackberry Communication, Palm PDA connections, Windows Mobile and VPN access via Dialup, Broadband connectivity (DSL, Cable), and High-Speed Wireless.

Provided remote desktop support, which included access administration, application installation and configuration, and minor peripheral support.

Provided first level phone support to trade floor users to assist where possible and provide a point of immediate escalation.

I contributed technical solutions to the knowledge base in order to enable other analysts to more quickly resolve (or prevent) future occurrences of the issue.

I compiled and prepared periodic status, performance, and trend reports for review.

Lone Star Legal Services/ Independent Houston, Texas Jul 02 – Apr 04

Process Server

Serve court orders and processes, such as summonses and subpoenas.

Receive papers to be served from magistrate, court clerk, or attorney.

Locate person to be served, using telephone directories, state, county, and city records, or public utility records, and deliver document.

Record time and place of delivery.

Deliver general messages and documents between courts and attorneys.

Williams Gas Pipeline (CDI) Houston, Texas Aug 00 – Jul 02

Level 2 Network Specialist – Contract

Provided support for mainframe connectivity via a web-based TELNET solution to log into mainframe servers.

Diagnose and resolve connection issues for clients that are using one or more of dialup, ISDN, DSL, CABLE (DOCSIS) and Wi-Fi connectivity.

Provided after hours support, after normal business hours and on weekends via pager, mobile-phone and hand-held computer.

Convergys Corporation Houston, Texas Nov 99 – May 02

Lead Technical Service Representative

Team Lead in a national call center, which processed 12,000 to 30,000 calls per day on support issues relating to Desktop and Laptop PC’s, Dial-up Internet Connectivity, Digital Subscriber Line (DSL) Internet Connectivity and both standard Ethernet and wireless Ethernet routers, switches and hubs.

Provided second level support to first level analyst and end users of a consumer nature by investigating and resolving hardware and software issues related to dialup and high speed internet connectivity.

As a team lead on the Prodigy Internet account as well as the SBC DSL account, in a combined effort with my team manager and our onsite training department for the SBC DSL account, I helped to develop, train and guide new employees to their greatest potential by providing real-time on the floor support to new first level analysts in their first two weeks out of the classroom.

Monitored and generated daily/weekly/monthly statistical reports utilizing call tracking software, namely Vantive and Remedy, for the benefit of the Client and the call center management.

PC Hospital Houston, Texas Nov 98 – Jan 00

Desktop Support Technician/ Audio/ Video Specialist

Along with a small team of Desktop Support Technicians I provided on-call, onsite support for basic to complex issues regarding PC hardware, software, and their associated peripherals as well as perform a/v setups and monitoring for several different small businesses that did not have a dedicated onsite IT support team.

Installed operating systems (Win9x, and WinNT server and workstation), all of the necessary hardware, and software for small business and home business network administration and connectivity (Routers, switches, NIC cards, Cat5 and Coaxial cabling.)

Setup conference room, auditorium, small business and home audio/ video equipment and surveillance equipment.

ACSS Houston, Texas Apr 97 – Jun 98

Sr. Security System Administrator

Assisted in programming and maintaining a Unix-based mainframe security access system.

Programmed and performed test and turn up procedures on new access points.

Performed administrative support for security access related issues, including but not limited to programming, issuing, and tracking visitor and employee access cards.

Monitored all access points via Closed Circuit TV and dispatched roving security as needed.

References:

Available upon request.

Contact this candidate