Career Summary

Sr. Level IT Consultant with over 10+ years of Help Desk, Desktop Support Technician experience supporting hardware and software issues within a Windows XP/Vista/7/10 and MAC environment. Provided both phone and hands on support for hardware, software and networking issues related to desktops and laptops. Experience in Active Directory, DNS, DHCP, imaging and reimaging of desktops and laptops with a strong customer facing experience. A technical consultant that can not only work hands on to resolve hardware, software of networking issues but can work with non-technical users via phone and e-mail to solve the related issue(s).

Skills and experience include:

●Configure, maintain, and troubleshoot, printers, scanners and multifunction devices.

●Configure, maintain, troubleshoot, and of personal computers, laptops, common peripheral devices and applicable software of said devices.

●Configure, maintain, troubleshoot, and of wireless protocols and devices.

●Configure, maintain, troubleshoot, and of common Microsoft operating systems and applications (e.g. Server 2003, Windows 7, DOS commands, Outlook 2010, Excel 2010, PowerPoint 2010, Word 2010 Office 365)

●Configure, maintain, and troubleshoot, non-specific software applications.

●Organizing and tracking systems; establish and maintain said systems (e.g. help desk ticket tracking database, hardware and software inventory tracking, and office files).

Technical Skills

Operating Systems

Windows, 2000/XP/Vista/7/10 Older Mac OSX

Software

MS Office (Word, Excel, PowerPoint), SCCM, LANDesk, Norton Anti-Virus, McAfee Anti-Virus.

Networking

TCP/IP, DNS, Active Directory, DHCP, Wireless, RDP

Hardware

Desktop and Laptop (HP, Dell, ASUS, Toshiba, and Sony VIO, Lenovo, and Mac), Motherboards, Memory cards, hard drives, CPUs w/ heatsinks, Printers (HP, Dell, Canon), VoIP and consumer switches and Wifi routers.

Professional Accomplishments

DXC (Raytheon), Tucson AZ 10/2019 – Present

Senior Desktop Technician

●Tier III Hardware and software troubleshooting in Enterprise environment.

●Configuring RDP.

●Tier III troubleshooting Authentication issues.

●Tier III Troubleshooting Network connection issues.

●Entering and tracking helpdesk tickets in ServiceNow

●Troubleshoot VPN and Enterprise LAN network connection issues.

●Install and troubleshoot MS office Applications, and other Business and Engineering applications.

●Hardware repair of Laptops and desktops.

Technologies used: Hardware diagnostics, ServiceNow tracking. Dos, and Windows management tools. Bomgar remote access. RDP Remote access.

DXC (Raytheon), Tucson AZ 4/2018 – 5/2019

Help Desk II

●Tier II Hardware and software troubleshooting in International Enterprise environment.

●Configuring RDP.

●User Admin for ActivID, and RSA / SecurID multi-factor tokens. Tier II troubleshooting Authentication issues.

●User Admin for MobileIron IDevice mobile device management. Tier II Troubleshooting mobile devices and Network connection issues.

●Entering and tracking helpdesk tickets in ServiceNow

●Troubleshoot VPN and Enterprise LAN network connection issues.

●Install and troubleshoot MS office Applications, and other Business and Engineering applications.

Technologies used: ActivID Admin console. RSA Admin Console. MobileIron Admin Console. BitLocker Admin tools. SCCM. ServiceNow tracking. Dos, and Windows management tools.

US Air Force, Tucson AZ 12/2017 – 3/2018

Desktop Support Technician

●Windows 10 Migration. Approximately 800 systems.

●Imaging new Laptops and desktops, using Network imaging launched from boot CD and Flash drive.

●Migrated user data using Dell provided Agile migration tool.

●Replaced and Documented user’s systems.

●Warehouse product handling and tracking.

Technologies used: Remote imaging packages, KVM switches. Documenting systems and inventory control. Physical warehouse product handling.

Bank of America, Tucson AZ 8/2017 – 11/2017

Hardware Engineer 3

●Replace bank branch main server.

●Run scripts to configure new server.

●Replace and configure printers.

●Verify that all equipment is configured to the same device names and IPs as the original equipment.

●Standby next day support for any equipment issues after install.

●2nd visit, refresh all desktops and peripherals.

Technologies used: Server and rack hardware, DHCP, HP Network Printers, Desktops, Epson printers, MICR readers.

Intuit, Tucson AZ 12/2016 – 6/2017

Software Support Engineer

●Supported Tax calculations and data entry for CPAs, IRS Enrolled agents and other professional tax preparers.

●Software and related operating system support for Lacerte software

●Ticketing for Development and system issues through Jira.

Synchronous (AT&T), Tucson, AZ 03/2016 – 11/2016

Escalation Support Technician

●Escalation support for technical support and customer service issues from frontline agents.

●Ticketed issues with operations of the website, application or synchronizing account information with the website that required resolution.

Various IT Consulting Projects 01/2011 – 03/2016

Provided hands on and phone support for various clients in the Tucson area for all hardware, software and networking needs. Projects include various versions of applications and hardware. Clients and responsibilities included the following:

Client: Carondelet Hospital

Desktop Technician

●Responsible for 200 printers in a major hospital network. This included installing and configuring printers on PCs in all departments.

●Troubleshot connectivity, compatibility and functionality issues with the new applications. Decommissioned old Applications and setup replacements on approximately 300 Desktops and laptops running Windows XP and Windows 7

●Uninstalled Symantec Endpoint Encryption and troubleshot issues related to encryption.

●Coordinated and scheduled system access for the rest of the team and tracked and documented work completed and systems remaining.

Technologies used: Desktop and Laptop, Active Directory, Service now. DNS, DHCP, HP Network Printers

Client: Peak systems. CDW CLA Amerischools

Desktop Technician

●Provided hardware and software installs of clients desktops. This included imaging system using Ghost software and troubleshot all technical issues and configured desktops to client’s needs.

●Hardware replacement, troubleshooting and upgrading included: memory, CD ROM, Mother Boards, Graphic Cards, network cards (including wireless).

Technologies used: Desktop and Laptop, Ghost imaging, Seagate low level drive tools.

Client: Intuit, Expert Global Systems, HP

Role: Desktop Support Technician

●Provided Windows 7 migration and moves of all data and software and configured depending on departments.

●Imaging systems and provided Outlook and other group ware configuration

Technologies used: Windows XP, Windows 7. SCCM, RDP, MS Office 2003

Client: Suddath Corporation.

Lead Technician

●Team lead on multiple projects including re-imaging of desktops, and moving systems..

●Documenting existing physical and system configurations and reassembling the new systems to match original configuration

●Validation to assure all systems moved to meet customer requirements.

Technologies used: Windows XP, MS Office 2003. VoIP Phones.

Client: Intuit, Tucson, AZ

Level III Technical Support Rep.

●Worked on various projects for Intuit at various times from hardware to software application support by resolving installation and other software issues.

●Maintained high-level documentation and in-house knowledge base.

Technologies used: Windows XP, Widows 7, RDP, MS Office 2003, Skype.

Education

Associate of Applied Science - Computer Network and Security

Brown Mackie College Tucson, AZ 07/2009 – 06/2011

Graduated June 2011 – Magna Cum Laude GPA 3.8

Member ΑΒΚ – Alpha Beta Kappa National Honor Society

Dean’s list 4 terms

President’s list 2 terms

Bachelors of Science - Physics (94 Credits completed)

University of Arizona, Tucson AZ

Associate of Science - Electronics Communications Technology

Idaho State University Vo-Tech

Industry Certifications

Network+ 11/05/2012 - 11/5/2015

CompTIA Certification

Security+ 03/01/2018

CompTIA Certification

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