Joe Almanza

**** ******* **** **.

Grand Prairie, TX. 75052

ad08sd@r.postjobfree.com

(469) 879 – 7468

PROFESSIONAL SUMMARY

Bilingual Senior-level Technical Support Analyst with over 15 years of experience.

Solid experience in troubleshooting, and support of PC’s, Servers, Network Systems, Hardware (Printers, Fax, Scanners), Software, and Connectivity.

Strong overall understanding of computer systems characteristics, features, and integration capabilities.

Well versed in troubleshooting and supporting Windows 10, 8, 7, Windows Servers 2003, 2008 R2, 2012 R2, MS SCCM, VMware, Active Directory, Identity Access Management, Provisioning, Cabling, Routers and Switches, SCCM, LAN, TCP/IP, Vo/IP VPN, DNS, DHCP, WINS, MS Office, OneDrive, Microsoft Azure, and Office 365.

Firewalls, Anti-Virus Software, Mobile Handheld Support – IPhone, Ipad, Surface, Androids etc.

Experience with various ticketing systems – Service Now, Jira, Remedy, Cherwell, KBox,

CERTIFICATIONS

MCSE

MCP

CNE

A Plus

Network Plus

PROFESSIONAL EXPERIENCE

ADSL/Fossil Richardson TX. January 2021 - Present

Provide the second level of support to resolve more complex problems involving infrastructure and client technology, including but not limited to client hardware/software, printers, and network components

Design and develop workflow processes to improve the end user experience using ITIL Best Practices policies and procedures.

Provide technical expertise to project teams to ensure successful project implementation

Mentor peers to help them build capabilities

Analyze tickets to identify trouble patterns, and work with impacted application and technical teams to document steps needed for improvement

Support remote users and VPN client connectivity

Maintain database of defective inventory deemed defective but still under warranty. Working with third part vendors to get replacement parts or repair personnel deployed, for efficient hardware resolution.

Providing the highest level of service and support to the organization regardless of circumstances.

Support and maintain knowledgebase with current standards and resolution procedures.

Build and deploy client devices related to break/fix, new hire, and lifecycle refresh

Maintain hardware inventory

Enrolling, assigning, configuring, and deploying VOIP phones

Using Azure Active Directory to reset passwords, unlock accounts, creating new

Provisioning required resources and access to group.

Updating contact information in Active Directory to sync with the phone service providers database, to update the companies phone directory.

Provide Level 2 technical support for in-scope applications and platforms for areas supported

Serve in a team leader capacity

Drive reporting of resolution progress and outcomes in Service Now.

Providing mentorship to junior Technicians

Participate in end user training as a technical support resource

Develop and document service policies and procedures to streamline and improve our support model.

Draft Knowledgebase articles for future repeatable resolutions

Instill confidence in the ability of the desktop team to provide solid, competent resolutions to adverse, In-depth issues regardless of complexity.

Documenting everything, future reference.

Holding my teammates accountable to a higher standard.

HCL Technologies/ Oncor Electric Delivery

Migration Support Engineer/Work Force Enablement Engineer June 2020 – January 2021

Design, develop, implement, and update TCA images/assets

Member of the P&C Support TDAG team, testing and validating new images and hardware as well as implementing updates to existing, P&C software.

Troubleshooting of hardware and software technical issues on deployed P&C Enterprise and Transient devices. Documenting issues deemed relevant for our knowledge base.

Create documentation for P&C technicians Ensure technicians have a firm understanding of TCA tasks through training and coaching

Work with HCL Wintel, HCL Gam, and other groups to accomplish various tasks related to security and compliance.

Identify problematic areas and implement strategic solutions Provide technician support via email and Remedy queues.

Identify problematic areas and implement strategic solutions. Provide technician support via email and Jira queues .

In depth documentation of all required support procedures for the TDAG support staff.

Identity access management for all users receiving new upgraded devices. Working with the security groups to identify and correct network access, user information in Azure Active Directory, Office 365 administration, as well as in house Active Directory.

Keeping all provisioning documentation detailed and accurate on the Share Point to ensure the information is backed up for auditing.

Prudential 01/2020 – 03/2020

IT Desktop and Application Support Engineer

Building, deploying, and supporting Windows 10 migrations for a broad base of Company’s where users change from win7 local pc to win10 thin client virtual machine.

Installed and configured the thin client for access to the portal using bootable flash drive to access the correct deployment point location database.

Used my exceptional technical, communication and interpersonal skills to answer technology related questions and issues from PC's, Virtual desktops, managed print to mobile devices (iOS and Android) and multifactor authentication. SCCM and Software Center.

Providing next day support for newly migrated customers related to hardware/ software and compatibility issues, windows, Macintosh, Mobile devices, Managed print end points and other emerging technologies.

Providing backup support for GBTS Help Desk.

Provide and receiving IT expertise to and from business partners across a wide spectrum of IT areas.

Providing support to remote sites via remote control tools.

Working closely with internal support teams within central IT organization such as Desktop, Network Operations, Voice technology, Technology Procurement and the Information Security Office.

Receiving essential training specific to the Company’s environment that I feel I need more in-depth knowledge.

Set up of workstations, both physical and virtual for incoming groups of employees working on a variety of different Business unit platforms and keeping an inventory of spare devices keeping and providing users with the hardware to keep them running at peak efficiency with the least amount of downtime possible.

Worked off hours, holiday’s and overtime as required or to better learn the environment.

Windows 10 Migration Engineer

Assisting with Windows 7 to Windows 10 Migration on over 4000 devices including both laptops and desktops.

Worked with inhouse networking staff to setup a switch, allowing communication to the deployment point.

Ran PowerShell command to allow installation of optional components.

Planned user upgrades were segregated off the company domain following a strict task sequence to ensure the integrity of the users’ data, applications and settings using the Scan State command in USMT.

After data backup verification, determined whether the hardware needed to be upgraded to meet requirements for windows 10, changed the bios to allow for boot modifications.

Once data backup was verified, would reboot and access a flash drive at startup to installed and run the WIM file to install the Iso image from the deployment point using the new computer name.

Used the Load State command in USMT to restore applications and settings and load data to newly imaged win10 machine.

Performed desktop support for local and remote users to educate and work out any issues encounter with the upgrade.

Worked with engineers to report, fix, and document all issues and resolutions. Escalated issues to the proper department that were beyond my permissions level or capability.

Used Service Now ticketing system to report all new incidents and maintain the queue to a manageable state implementing my own SLA.

Prioritizing and advancing best practices, as we become more ITIL centric.

American First Finance 11/2018 – 06/2019

Desktop Support Level II

Desktop Support Level II

Active Directory administration including user creation and configuration, OU’s, passwords, Groups, and access.

Provisioning User and Groups in Azure Active directory and Office 365 administration. Distribution Groups, SharePoint access, permission levels & licensing.

Asset inventory control implementation and management of all hardware capital assets and software licensing.

Crowd Strike and Sophos Administration for malware detection and prevention.

Print Server administration.

Desktop support for both local and remote users.

Imaging and software installation, configuration and support.

Jira service desk & project management. Maintain ticket queue to a manageable state implementing my own SLA.

Prioritizing and advancing best practices to better align ourselves with industry standards. .

Save the company money by eliminating unused licenses for Microsoft Office 365 and Microsoft outlook during the provisioning process.

I was able to compare list of employees on payroll to our active user rolls in Azure active directory and other distribution groups. All users not listed as active, had their various software licenses revoked. Some of which had not been used for over a year but were still being billed and paid for.

This procedure allowed us to audit and correct any errors or misinformation for all active end user accounts in the Distribution Lists and Distribution Groups. in turn, eliminating password and sync errors for those using multiple resources throughout the domain and other networks and other countries.

American Airlines 11/2016 – 10/2018

Desktop Support Level II

Desktop support, supporting all end user software and hardware issues including data backup and migration to Windows 2010.

Able to use SCCM to identify the types of asset, owner of that asset and the software installed on that asset as well as location and last login date & time.

Used this information when imaging new or replacement devices and requesting or transferring software licenses to maintain compliance per ITIL predefined service delivery.

Ability to use SQL to create custom queries to locate information in large spreadsheets and am currently taking the Excel 2016 Advanced course for exams 427 & 428 for my MS Excel certification.

I have the ability to remotely diagnose and resolve computer issues.

I work with the Remote Desktop Management team to collaborate and resolve issues that are beyond my capability or responsibility.

I keep detailed and accurate records of all work performed and well as asset management and documentation.

I work with remote users assisting with VPN access, troubleshooting and installation.

I adhere strictly to company policy for my job description and duties.

Able to educate myself on all the tools and utilities available to me. .

Am able to follow instruction and take criticism.

Building my own knowledge base utilizing existing tools already proven in our environment as well as documenting every nuance discovered through my experiences working in this environment.

Beauty Manufacturing Solutions Corp. 02/2015 – 01/2016

Computer Systems Support Specialist

Working with different departments to establish and direct the strategic and tactical goals, policies, and procedures for the information technology department, as well as proposing new hardware/software solutions to accomplish the company's business objectives.

Contribute to the optimization, design, and maintenance of the network infrastructure for local area connectivity (wired and wireless) and remote VPN access.

Work closely with department managers, and manufacturing representatives to exchange information, present new approaches, and discuss and implement equipment and system changes

Administering two separate companies with separate domains in the same building using Active Directory to create Users and Security Groups. Configuring the POE switches making sure all ports were assigned to the correct VLAN for each domain and device.

Participate in vendor contract negotiations for all new computer equipment and software.

Manage the day-to-day operations of the information technology department including direct support of computing, networking, user services, telecommunications and all other information technology functions.

Upgraded OS on the PDC’s to Microsoft Server to 2012 R2 in order to create and configure a 2-way trust between domains, giving us the ability to access resources between domains.

Backing up servers both physical and virtual. Staggered backups for full monthly and weekly increment backups.

Using SCCM to deploy updates and patches to computers in both domains.

Used scripting to create a command line that would allow Active Directory to synchronize end users profile with the outlook client in Office 365 in the cloud.

Create Store and deploy computer images using SCCM.

Uploaded new updates and patches to the WSUS server for evaluation in the test environment pc’s prior to full deployment in production environment.

Maintain detailed and accurate records of inventory and software licenses.

Texas Trust Credit Union 06/2014 – 01/2015

Desktop/Hardware Support

Administering user accounts and devices in Active Directory, placing them according to their role.

Install and configure Juniper switches and connecting network devices to the appropriate V-Lan.

Install and configure Shore Gear phone switches.

Install and configure the digital phones including extension and user credentials in Shoreware Director.

Install images on pc’s. Configure and personalize for each specific user including applications, email, printing and phone.

Install and configure printers on the print server. (MS Server 2012).

Install and maintain the Adque devices for in-house advertising including all in one pc’s, touch screens, Surface Pro’s and IPad’s.

Taking calls and solving computer and application issues or elevating those issues to upper level/ vendor support.

Working with various vendors to resolve issues with servers, switches, software, phones, printers and computers.

Established parameters using scripting to generate reports from various source applications using Crystal Reports.

Omnicom Management Services 05/2012 – 11/2012

Senior level desktop Support analyst

Troubleshooting various software and hardware related issues.

Imaging pc’s using Ghost. Created several custom images geared toward each individual company. Retrieving personal data from infected or damaged hard drives.

Adding computers to the domain and re-establishing the Trust relationships.

Installing and configuring email using Microsoft Online Services. Each company has a unique profile configuration setup in Outlook.

Used Prism to convert text and images for proprietary application to more widely used format.

Creating and administering accounts in Active directory.

Working with vendors to get warranty replacement parts and repairs.

Limited SQL database administration.

Galderma Laboratories 03/2011 – 03/2012

Support Analyst

Provided Second-level end-user Support for Software, Hardware Network, and Telecommunication systems.

Utilized an internal SharePoint to track user requests from trouble-ticket generation through problem resolution. Assisted users with the ability to remote to any PC on the Network to resolve a majority of the reported issues.

Client interaction is primarily via phone and email with occasional personal interaction or training.

Dealing with customers that have questions about all aspects of sales and sales operations and understand the customers speaking.

I own, solve and support client technical issues from creation to resolution.

Possess stellar communication skills and a proven track record of delivering with high customer expectations.

Able to multitask and know how to prioritize and troubleshoot issues that arise.

Attend meetings to the customer site or internally and provide technical expertise.

Create, configure and administer new accounts on the network including resources and shares.

New account creation template included the Exchange Mail box creation and configuration

Also able to create and configure the outlook account on the clients laptop and smart phones.

Configured Symantec Endpoint Encryption for certain communication via email between sales staff and Doctors in order to comply with HIPPA regulations.

Children’s Medical Center 07/2008 – 09/2010

Network Activity Center/Help Desk

Provided first-level end-user Help Desk Phone Support for Software, Hardware Network, and Telecommunication systems.

Utilized HEAT ticketing to track user requests from trouble-ticket generation through problem resolution. Assisted users with the ability to remote to any PC on the Network to resolve a majority of the reported issues.

Used Active Directory and Console One to administer user and object properties on the network.

Ability to multitask in a fast-paced environment, while maintaining an emphasis on quality. Took an aggressive approach to problem resolution.

ATX Group/Technologies, Inc. 08/1999 – 07/2008

PC Desktop/Network Support Specialist

Designed the infrastructure from the ground up. Responsible for build, rack and stack, installation, configuration and support of Windows 2000/2003 Severs, UNIX, Desktop Workstations and Windows PC Applications. Personally, set up and installed software on multiple Servers. Created and maintained a disaster recovery plan.

Routed every Cat 5 and Fiber optic cable from the Switch to the workstation on the network. Monitored and managed port speed for optimum performance, every port was mapped. I was able to performed continuity testing and cable management.

Installation of all Switches, Routers and Bridge.

Built, set up, configured and administered MS Exchange 2003/2007 Servers. Created each Exchange mailbox and assigned properties and Outlook 2003/2007. Utilized various transfer protocols including, SMTP, SNMP, and FTP.

Created custom images using Ghost, for every workstation in each department. Managed the deployment, support and upgrade of peripherals and software.

Maintained security of the LAN.

All procedures were documented. Involved with the planning of a NOC upgrade to Windows 2003 Server with Active Directory. Every object on the network was monitored through Active Directory.

Constantly strived to better serve the end user and always looked for ways to improve.

Troubleshot Network Connectivity, Topology's - LAN/WAN, TCP/IP, Vo/IP, VPN, DNS, DHCP, WINS, and MS Office (Word, Excel, PowerPoint, and Outlook).

Implemented Microsoft Access to create and maintain the inventory database for capital assets.

Stayed on the cutting edge of technology; responsible for research, implementation, and mentoring of junior analysts.

Utilized Remedy for ticketing.

Troubleshot Mobile Devices – Blackberry Mobile, Smart Phones, and PDA.

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