Technical Support Maintenance

John H. Read

Wylie, TX ***** * 972-***-**** * **********@*****.***

Highly accomplished Desktop Support Administrator with a verifiable track record of providing excellent, timely and accurate support of IT issued equipment and its application so that employees are able to perform their daily tasks. Experienced in computer support, IT requirements, current and future process documentation, and designing process and system improvements to increase productivity and reduce costs. Strong interpersonal skills, highly adept at communicating and developing relationships with 3rd party and direct vendors, as well as the needs of employees and their equipment/software requests. Demonstrated talent for analyzing problems and working with business users to determine innovative and efficient solutions to outstanding issues. Additional areas of expertise include:

IT budget

Procurement

Software/hardware installation and maintenance

AP maintenance

Corporate Gmail admin

User Training and Documentation

New Hire Training and orientation

Vendor relations

Process documentation

Active Directory

Dell, HP, Lenovo, Thinkpads, tablets and smartphones

Project rollout and implementation

Windows 7 certified, XP, 8.1, 10

Corporate security, Symantec, Altiris

CCNA, MCSE pending (future completion)

Office 365 and Microsoft Exchange

PROFESSIONAL EXPERIENCE

Desktop Support III Oct 2015 – Aug 2016

Frontier Communications Contract

Research, design, develop, and test computer or computer-related equipment for commercial, industrial, military or scientific use

Responsible for supervising the manufacturing and installation of computer or computer-related equipment and components (Dell, HP, Lenovo laptops and desktops, Tablets, Thinkpads, Cisco phones)

Update knowledge and skills to keep up with rapid advancements in computer technology

Provide technical support to designers, marketing and sales departments, suppliers, engineers and other team members throughout the product development and implementation process

Test and verify hardware and support peripherals to ensure that they meet specifications and requirements, by recording and analyzing test data

Monitor functioning of equipment and make necessary modifications to ensure the system operates in conformance with specifications

Analyze information to determine, recommend, and plan layout, including type of computers and peripheral equipment modifications

Build, test, and modify product prototypes using working models or theoretical models constructed with computer simulation

Analyze user needs and recommend appropriate hardware

Administer support, direct deployment, and transition Texas based employees and equipment through Verizon to Frontier conversion (roughly 700 employees including surrounding offsite users)

Manage and deploy Office 365 for new hires and existing users

Desktop Services Administrator/Lead March 2013 – Sep 2015

ZeOmega, Inc.

Provide maintenance and program installation support and service to approximately 150 employees

(Corp Gmail, Microsoft office suite and products, SQL server, Development apps, Symantec AV products)

Procure and manage business purchases

(Microsoft licenses, user software, IP phones, corp mobile devices, server hardware, Wireless Access Points, printer support and setup)

Provide technical support for computer software, hardware, printers, scanners and audio-visual equipment (Dell, HP, Lenovo, Cisco phones, Wireless AP’s, Xerox, Brother, Epson products)

Prepare and manage IT budget

Maintain existing vendor relationships for purchases, upgrades, contracts, internal and external equipment maintenance and services

Develop and maintain relationships with potential vendors for product replacement, addition or upgrade

Develop and maintain working relationships at all levels of the business unit

Manage daily tasks, duties and projects of the desktop services team including time entry, project rollouts and training (Outlook to Gmail conversion, Verizon to Frontier conversion)

Provide second level support with escalated tasks or tickets that cannot be resolved at the initial support faze

Develop training material and train new hire employees during orientation on how to use their issued computers, software, internal applications, web related tools and the security procedures implemented by the IT team and management.

Develop training materials and train current employees on changes to or new internal applications or tools

Served as liaison to the vendors for scheduled maintenance and repair and upgrade of network equipment

Assist the network support team with repairs, installation and maintenance of network equipment, cabling and storage equipment

Desktop Support Analyst; Computer/IT Services December 2008 – March 2013

UnitedHealthcare – StudentResources

Provide maintenance and program installation support and service to approximately 600 employees

Provide technical support for computer software, hardware, printers, scanners and audio-visual equipment

Proficient in and maintained a working know of the following hardware and software tools

oSymantec Active Directory

oDeployment Console

oAdobe

oMicrosoft Office and Exchange

oQuark

oHP and Dell desktops and laptops

oHP and Kodak scanners and printers

Developed and maintained working relationships at all levels of the business unit

Served as subject matter expert in multiple application areas

Served as liaison to the vendors for scheduled maintenance and repair and upgrade of equipment

Assisted the network support team with repairs, installation and maintenance of network equipment, cabling and storage equipment

Director of Hockey; Co-owner April 2007 – June 2009

Slapshot Hockey League and Pro Shop

Develop and execute training camps, seminars, programs and aids for the dynamic youth hockey program

Manage and supervise 30 employees

Develop and maintain referee and scorekeeper schedules and salaries

Order, maintain and oversee sales of equipment and inventory for pro shop

Attend and staff a public relations booth at seminars and sports venues

Schedule, organize and plan the hockey league schedule, games, tournaments, award ceremonies and small games for the hockey community

Security Analyst – Personal Protective Officer March 2003 – November 2008

Perot Group and Perot Systems

Provide personal and corporate security and surveillance to maintain the safety and security of Mr. Ross Perot, Sr., Mr. Ross Perot, Jr., their associates, employees and facilities

Served as Assistant Shift Lead and Assistant Security Administrator

Formally trained in project management, leadership and security

Trained and licensed for multiple firearms proficiency and safety

EDUCATION & CREDENTIALS

North Texas Training Association, Farmers Branch, TX

Certificate of Completion, November 2002

Certified Fire Fighter, Emergency Medical Technician, Wildland and High Angle Rescue

Immanuel Christian School, Ridgecrest, CA

High School Diploma, June 1998

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