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Desktop Support Manager

Spring, Texas, 77373, United States
April 20, 2017

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Alejandro Areas


Houston, Texas

Sasol North America Houston, TX April 2015- July 2016

Desktop Support Technician Level II

• Monitored daily open calls in the call management system

• Deployment of PC and phone (Network adds, moves, changes)

• Assistance with PC peripheral/accessory devices

• PC imaging and backup software

• Management of Operating System releases insuring compatibility

• Deployment, management, and support of IPads, tablets, mobile devices

• Support of Audio/Video equipment (Lync Conference Rooms)

• Asset management (Keep track of Inventory Sheet after every New or Existing Deployment or Move.

• End user training; new hire IT training

• Problem resolution of Desktop related issues

•Improvement project work, specialized application support, and on-site support of the Network and Sever teams

•Provided input and assist in testing and selection of future technologies and devices (Skype for Business Pilot Test)

•Imaging Computers, ensured compliance with corporate standard

•Active Directory Add Remove, maintained users on the Domain

•Citrix Client and third party application Support.

•SAP Troubleshoot -password Reset/app and printer issues

•SAP password reset

•Deployed IPhone 5-6-6S and Android devices over the network so that users could get access to company resources such as Exchange, File and print Server.

JPMorgan Chase & Co. Houston, TX May 2011 – October 2014

Team Lead Windows 7 Deployment Rollout

•Lead a team of 11 technicians to provide MS Windows 7application/OS Level 2 support

•Direct and train team so each is capable of resolving a minimum of 15 tickets a day

•Utilize Knowledge Base, proprietary ticking tool, research and team collaboration

•Provide reports to upper management pertaining to trend and metric analysis

•Troubleshoot TCP/IP connectivity issues, and LAN/WAN problems

•Blackberry Enterprise Manager setup

•Remote access to assist clients using Remote Assist MS Windows 7 operating system

•Troubleshoot network/local printers install drivers (PCL OEM)

•Set up Lotus Notes; Active Directory group policy

•Light Admin to provide applications via WDS push for Mainframe AS400 Sessions, configure Outlook accounts

•Client VPN configurations via Hard/Soft Token.

•Working knowledge of CISCO AND AVAYA Phones

Herman’s Packaging Houston, TX November 2010 – April 2011

Advanced Desktop Support

•Blackberry Exchange Configuration

•User Support, spyware and virus removal

•Mid-level security router configuration

•Upgrade memory, hard drives and Operating Systems WINXP-PRO and WINDOWS 7

Majestic Properties Houston, TX July 2010 – November 2010

Advanced Desktop Support

•Outlook set up, user profile migrations, new user set up

•Troubleshoot Spyware and Virus issues on laptops/desktops: DELL, Lenovo and HP

•Mid level network troubleshoot and root cause analysis (RCA)

•Image new laptops/desktops and install real state applications

•Troubleshoot local and network peripheral issues

Chevron-Texaco Houston, TX/Lafayette, LA October 2008 – December 2009

Desktop Support Technician and Asset Manager

•Re-image and installed applications for over 3,500 desktops and laptops

•Phone support for an average of 50 users daily at the Chevron Deployment Center

•Mail setup, MS Office support, professional Earth Science applications

•Assisted 500 users synchronize Blackberry with MS Outlook.

•Configured local printers and peripherals such as hand held scanners and custom input output devices

Coordinate Asset distribution activities at Lafayette, LA Chevron Site:

•Deployment of 1,500 Laptops IBM/LENOVOS laptops models T60, T61, X200, X200S T61P also T400 and W500 including offshore activities.

•Reschedules of deployments

•Recycle of old inventory about 1,000 laptops

•Performed Data migrations about 2,500 profile migrations including Ms Office files also Personal data and Lotus notes files.

•Trained new Gil 3 Technicians about 70 in total.

University of Miami Miami, FL February 2008 – July 2008

Desktop Support Technician

•Deployed 400 Desktop over the medical campus

•Active Directory activities: password reset, add /delete users from group policies

•Install Office 2007 on 400 Desktop Pc’s also Symantec 10.7 and Symantec Endpoint 11

•Re image computers using Symantec Ghost Personality Migration 400 Desktops.

Mercy Hospital Miami, FL February 2008 – March 2008

Network Technician

•Re-image and installed professional apps on over 200 Desktops/Laptops

•Remote access using Altiris Carbon supporting over 500 users.

•Assisted the IT manager re-organize grandfather pc’s in stock room.

•Migrate 200 desktops using Altiris PC transplant, i.e.: *.pst files pictures, documents etc.

•Hardware and software troubleshooting,

•Repaired over 30 computers with memory and operating systems issues

•Troubleshoot connectivity issues at the IDF level getting, solved issues by identifying ports that were dead; escalated configuration to Engineering

Jackson Memorial Hospital Jackson, FL January 2007 – February 2008

Helpdesk Technician/Deployment Tech

•Deploy over 300 computers to Medical Campus Domain and install medical applications

•Installed 400 network printers with multiple trays (4), also shared printers among users by installing printer on a local basis using IP topologies and port communication

•Installed 100 new Dell 751 on the network, performed data migration; configured dual and quad Video cards for multiple displays

•Re-image 600 new IBM Lenovo T61 laptops and connected to the Hospital Domain

•Assembled 200 carts for nurses including wiring and peripherals


High School Diploma

Dell Certified Technician

IBM Certification

A+ Comptia Training

Cisco IP Phone/Avaya Training (Working knowledge)

Houston Safety Council Certified (current)

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