Desktop Support

Lawrence Howard M. Williams

***** **** *** ***.**** Houston, TX 77084

224-***-**** ***************@*****.***

PROFILE: Highly productive IT professional with over 7 years’ experience as Help Desk and Desktop Support. Rated for positive attitude and working well in team oriented environments. Successful in communicating in both written and oral. Provide customers and clients with excellent customer service in an efficient manner.

EXPERIENCE:

Harris County Toll Road Authority Houston, TX October 2012- Present

IT Service Desk

Provide help desk support for employees of Harris County Toll Road Authority using HEAT ticketing system.

Worked together on a large helpdesk team. For the past 2 years, supported end users at my own location.

Support employees on and off site using RSA Token VPN company laptop.

Build and update Dell desktop/laptop images for various departments.

Keep track of inventory using Excel spreadsheets.

Routinely support Toll Road Constables and Incident Response Vehicles by installing necessary software for them to perform their duties. Check modems and Toughbook laptops for any issues. Contact Panasonic for any items under warranty for repair.

Provide support to the Incident Management Dispatch center with any issues relating to computers, Christie Projector TV’s, and Document requests.

Add and modify user accounts on Cisco phones.

Use SCCM bootable thumb drive to image Desktops/Laptops and install programs.

HSBC/Capital One Mettawa, IL February 2012- May 2012

Help Desk Contractor

Provided help desk support for external merchants for Capital One in a call center environment. Used Avaya IP agent soft phone and Cisco IP phones for calls.

Tracked, routed problems and requests while documenting solutions with Global Service Desk (GSD) ticketing system.

Performed credit card system password resets for internal and external clients.

Used IBM software for support, such as Lotus Notes and Sametime in the HSBC environment. Used VMware to access Microsoft Outlook and Microsoft Office Communications Server in the Capital One environment.

Configured Cisco IP phones for internal clients and used Systematic Ghost to imaged desktop PC’s during down time.

Aon Hewitt Lincolnshire, IL/ The Woodlands, TX January 2010-January 2011

Desktop Support Co-Op

Built and maintained various HP, Dell, Lenovo Desktops and Laptops. Wiped out hard drives with kill disk software and performed Windows imaging.

Used Microsoft Excel to track inventory and for all computer components.

Managed and handled tickets using Lotus Notes and Remedy. Assigned tickets in the Remedy queue to our desktop support team.

Provided on-site support along with remote help desk support using Novell Console One.

Worked on projects on a team orientated environment, such as desktop refreshes and speaker install projects.

Used Novell Console One Active Directory to manage user permissions, reset passwords, and unlock accounts.

Village Hall of Gurnee (Internship) Gurnee, IL October 2009-December 2009

Wireless Assistant

Met project deadlines by adding and configuring wireless access points for the city of Gurnee buildings such as, Village Hall, Public works, Fire Station, Police Stations.

Surveyed buildings by testing wireless signal strengths with tablet and Macintosh laptops.

Ran Ethernet cables through ceilings and mounted Cisco Access Points.

Developed and maintained documentation for wireless devices.

Fluked ports to ensure connectivity.

Configured iPhone’s to sync work emails to Microsoft Exchange.

COMPUTER SKILLS:

Operating Systems: Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10

Software Applications: Microsoft Office 2003-2013, VMware, DameWare, Remote Desktop Connection, Teamviewer, Global Service Desk (GSD), IBM Lotus Notes, IBM Sametime, Remedy, HEAT, Track-It, F5 VPN, RSA Secure ID, Active Directory, DHCP, Google Drive, Cisco Jabber, Acronis, Milestone Camera Installation, Android and Apple IOS phones

EDUCATION:

Robert Morris University - Waukegan, IL

Bachelor’s Degree in Computer Networking February 2010

Associate Degree in Computer Networking December 2008

REFERENCES:

Jeffrey Harang 832-***-**** HCTRA Helpdesk Supervisor

Michelle Gonzales 713-***-**** HCTRA Customer Service Manager

Ashley Wilson 832-***-**** Incident Management Dispatch Manager

Benard White 281-***-**** First Data Desktop Support

Brady Hudgeons 832-***-**** Freeport LNG Systems Administrator

Contact this candidate