Customer Service Desktop Support
Resume:
STEPHEN WARREN
OBJECTIVE
Secure a fulltime position in the technology field in a stable work environment with advancement opportunities and potential for growth. A position that will utilize my expertise to achieve the goals of the organization.
EXPERIENCE
JUN 2017 - PRESENT
OCT 2016 – JAN 2017
FEB 2013 – JULY 2016
FEB 2012 – JAN 2013
NOV 2010 – SEPT 2011
JULY 2009 – MAR 2010
NOV 2008 – MAY 2009
EDUCATION
SKILLS
Boardwalk Pipelines
Desktop Analyst II
Supported Executive management personnel with all PC issues including CEO, CFO, CIO, etc
2nd level support point of contact for the department in corporate office of over 300 employees and in an environment of over 1500 users nationwide via phone, electronically through email and ServiceNow ticket system, routing of tickets to appropriate support groups if needed.
Worked with Active Directory creating new users, terminating accounts, resetting passwords, unlocking accounts, and assigning permissions to users.
Provided 24/7 after hours support On-Call Rotation/ Large Oil and Gas Corporate Environment.
Provided senior technical support for all desktop-related issues at Corporate office
Configured or reconfigured new or current laptops/desktops with ghost imaging tool to be deployed into the field/office or redeployed to other users, caused by OS corruption.
Performed diagnostics and other applicable tests on hard drives, video cards, and printers etc. to schedule proper vendor or manufacturer on-site repair.
Provided hardware/software support to field users who shipped in their computers for repair.
TransCanada Houston, Texas
System Deployment Admin
Responsible for imaging/deployment of HP Windows 10 tablets. Had a team of 6 reporting directly to me to get tablets setup with Office 365 and implement processes to fulfill deployments
Documented and analyzed business system requirements, supported training on image process, Sharepoint documentation & maintenance, asset inventory, and deployment of tablets.
Makes decisions and recommendations on highly technical or complex issues and without formal guidelines or precedents and exercises resourcefulness and ingenuity to interpret policy.
Tasked with creating processes and procedures for deployment, implementation of a created tracking system to keep track of imaged and deployed machines, and asset management of new inventory. Provided continued support for short period afterward for functionality of Windows 10 updates, Microsoft Productivity Suite changes, and transition to new workstation
Validates and approves requirements with project teams and business users, translating business needs into documented requirements and use cases to create and configure software by application specialist or by infrastructure specialists to develop technical solutions.
Spectra Energy Houston, Texas
Senior Desktop Support
Provided advanced level/executive support in Windows 7/VM. Supported Skype, AnyConect, & Office 2016 & 365 for corporate email & MDM applications to manage Exchange mail on mobile devices
SCCM 2012 used to add software to application catalog, configure distribution points, and manage deployments as well as updates. Management of BitLocker encryption for user’s machines.
Used Active Directory for adding access, group policies, and password management.
Re-image, setup, configuration, and deploy of new equipment keeping track of assets within Provance
BHP Billiton (Contract) Houston, Texas
Virtual Desktop Tech
Provided advanced level support in a Windows 7/Linux environment. Received tickets from helpdesk and worked in a timely matter to meet service level agreements. Also provided executive level support
Install, configure, maintain and test computer hardware, software and peripheral equipment.
Act as a technical resource to users and other I.T. staff and troubleshoot, diagnose and resolve moderately complex hardware, software, VDI, and network connectivity problems.
Used Active Directory to support remote Citrix & local users for Windows account maintenance. Worked with others to maintain the Citrix XenDesktop environment. SCCM used to push applications
Sava Senior Care (Contract) Houston, Texas
Technical Support
Provided resolutions of hardware, operating system, and application configuration problems for over 6,500 desktops and laptops as well as over 500 Blackberry devices deployed on the enterprise network
Provided support to remote & corporate users for Outlook with encrypted Windows PCs. Supported HP workstations, copiers and printers, in addition to IBM Lenovo T series laptops
Troubleshoot desktop/laptop hardware & software issues in a Windows 7/XP environment, reimaging machines as necessary by pushing script to reimage or using custom company image disk.
Supported Lotus Notes (client and web-based) email, McAfee Safeboot encryption, and other various applications. Provided desk-side support while having a professional demeanor with clients
Confirms business requirements that may change due to development or technical decisions or as a result of scope changes or technical changes from vendor
Builds and maintains relationships with the project business stakeholders and team members
CVS Pharmacy (Contract) Houston, Texas I.T. Field Services Technician
Responsible for providing service to over 200 CVS locations in the greater Houston area.
Performed maintenance and troubleshooting for all equipment within the store which included servers, registers,debit card readers, office & pharmacy printers, Active Directory accounts, and phone systems.
Repaired and upgraded on POS equipment. Also assisted setting up equipment in new stores
Completed & documented all assignments within a designated time frame and closed out calls
Chevron Energy Technology (Contract) Houston, Texas
Deployment/Desktop Specialist
Responsible for setting up, imaging, staging, and installing memory in Windows Vista desktops and notebooks for users. Migrated user’s data using a migration tool or copying required files manually from XP to Windows Vista computers. Also installed various applications per user’s request.
Delivered computers to employees and reviewed new features of Vista and VMWare. Also reviewed all applications and systems with user at the desk to ensure they weren’t missing any data or applications.
Provided customer and technical support for users with problems experienced. Also responsible for keeping track of various machines in an asset manager role. Picked up machines from loading dock, delivered to asset room, checked equipment in, and stored in correct place until needed.
Jan 2004 – Sept 2004 Texas School of Business Houston, Texas
Diploma, Business Office/Medical, 3.45 GPA
Aug 2002 - May 2003 University of Houston Houston, Texas
Proficient use of Windows 7/8/10, Microsoft Productivity Suite, Active Directory, SCCM, Sharepoint, data entry, 10-key by touch, filing, and 85+ WPM. Excellent communication skills, dedicated & dependable, team player, and hard worker. Software Utilized - Microsoft Office, Office 365, VMWare, Lotus Notes. Remedy, Serviceware, Footprints, Provance Ticketing Systems, Hardware troubleshooting, Wireless Mobility, MDM, and VPN, Time Magazine’s 2006 Person of the Year
Houston, Tx 77002
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