Cary Smith

346-***-****

ad2ggd@r.postjobfree.com

HIGHLY MOTIVATED IT PROFESSIONAL

Qualified IT Support Analyst with experience providing application and network access support to over 25,000

end-users. A+ certified and pursuing CCNA certification. Key strengths are logical problem-solving,

interpersonal skills, and PC troubleshooting with emphasis on providing customer satisfaction. Proven success

providing solutions to end-users as well as supporting team members, streamlining processes, working well

within a team environment, excellent written and oral communication, and advanced skills in Access, Word, and

Excel.

TECHNICAL SKILLS

* Hardware: Acer, Asus, Gateway, Dell, HP, IBM, and other OEM laptops and PCs

* Network Appliances: Cisco Catalyst 2960, 3560, 3750 Series, Cisco ISR 2900 Series, ISR 4331

* Software: VMWare, Word, Excel, Access, Outlook, PowerPoint (2016 / 2019 / 365)

* Operating System: Cisco IOS, Windows (7, 8, 10, 11), Linux

PROFESSIONAL EXPERIENCE

COLLABERA, Houston, TX 9/2023–12/2023

Migration Technician

Assisted end-users in prepping their desktop or laptop for migration. Supported over 300 end-users during the

migration process. Installed software as needed, configured printers, and addressed various post-migration

issues.

* Employed active listening to guide end-users through the migration process by remotely connecting to their

laptop, PC, or mobile devices using Bomgar Representative Console and Microsoft Teams.

* Successfully completed a migration project moving users from one domain to another on existing corporate

equipment for multiple companies.

* Supported users with data backup, staging, and troubleshooting post-migration software issues during the

project.

* Explained post-migration changes and equipment usage per company policy and created and escalated

problem tickets to the appropriate Tier 2 groups.

EPLUS TECHNOLOGY, Houston, TX 1/2021–6/2023

IT Support Analyst

Provided desktop support for end-users, setup workstations and/or laptops, installed software, configured

printers, customers’ settings, and resolved any post-installation issues for end-users.

* Completed scouting duties at several TCH clinics and hospitals in the Houston area by providing necessary

information concerning PCs that were at end-of-life per hospital policy.

* Successfully completed a large-scale, team-driven TCH Windows life cycle and migration project involving

updating the OS and equipment for over 10,000 PCs at multiple locations throughout the hospital system.

* Performed imaging, staging, data backups, deploying, and troubleshooting for updated Dell PCs during the

life cycle project.

* Provided desktop support for end-users ranging from scanner or application issues to network connectivity at

multiple TCH locations in the greater Houston area.

GENUENT STAFFING, Houston, TX 6/2020–10/2020

NOC Analyst

Monitored, maintained, and administered computer networks and related computing environments including

computer hardware, servers, and applications using ConnectWise Automate. Supplied tier one support for 200+

MSP clients for desktop and laptop end-users involving multiple applications, software installs, and upgrades

through the ConnectWise Manage ticketing system. Reset Active Directory and other system passwords.

Participated in successful collaborative efforts on various team projects.

* Monitored, upgraded, maintained, and configured Windows systems based on automated ticket creation.

* Resolution at 95% of tickets generated from approximately 25 calls per day with 5% of ticket issues

escalated to Tier 2 teams.

* Communicated with clients in a familiar and approachable manner using regular conversational language

concerning their computer issues.

* Responded to users’ various requests including Microsoft Office errors, LAN connectivity issues, printer, and

copier setup assistance, and configuring applications, desktops, monitors, and laptops by using the

ConnectWise Control tool.

A – 1 PERSONNEL, Houston, TX 3/2019–10/2019

Help Desk Technician

Provided first level support for 600+ desktop and tablet end-users for multiple applications, software installs,

and upgrades through the Service Manager ticketing system. Responsible for software and hardware inventory

control. Configured printers, copiers, Dell desktop PCs, and Surface Pro laptops for users.

* Delivered solid customer service which involved explaining technical issues and remedies to users in a non-

technical style.

* Resolved peripheral and software issues for desktop and laptop end-users in multiple locations at deskside

or remotely by phone and/or SCCM Remote Control Viewer.

* Reset passwords for LAN IDs, resolve network connectivity issues, and schedule printer maintenance and

moves.

* Imaged desktop PCs and tablets for deployment to the employees of the HCCSCD at the central and

regional offices in the greater Houston metropolitan area.

CISCO ACADEMY, Cypress, TX 6/2016–1/2018

Network Technician

Continuous improvement in the academy enabled me to stay abreast of current IT industry trends and

technologies, it allowed me to utilize my technical and active listening skills within a group setting, and it allowed

me to professionally interact and share information with others. Learned various IS and IT career skills to use

as a team member to successfully complete projects and contribute to the IT profession.

* Installed, upgraded, maintained, and configured permissions, security, and applications for Linux systems

(Ubuntu with Bash).

* Configured, modified, and maintained router and switch settings for networking and port security within

various network transport schemes.

* Assessed, maintained, and administered computer networks involving computer hardware, systems and

applications, antivirus and malware software, and all configurations using MMC, Group Policy Editor, and

Active Directory.

* Planned, coordinated, and implemented network security measures to protect users, data, software, and

hardware by configuring security settings or access permissions for groups or individuals.

* Diagnosed, troubleshot, and resolved hardware, software, and network issues.

MEADOR STAFFING SERVICES, Houston, TX 11/2015–3/2016

Data Entry Keyer

Successfully completed 100% of 1200+ gift records originating from online and mailed-in donations. Accurately

captured information for 800+ donors into the Razor’s Edge (RE) database during the year-end gift campaign.

Corrected discrepancies about donor data from various forms and gift receipts before entering the information

into the RE database.

RT CONNECTIONS, Houston, TX 12/2014–7/2015

Imaging Clerk

Scanned documents into SharePoint databases using the Fujitsu fi-6130Z. Entered land data concerning oil

wells and drilling sites into Knowledge Lake Capture from leases, agreements, amendments, titles, deeds,

contracts, and various other documents.

MCDANIEL METALS, Houston, TX 9/2013–10/2014

Production Scheduler

Responsible for the master production schedule involving over $1,000,000 in machinery, raw materials, and

inventory for the corporate location employing 140+ personnel. Coordinated and expedited the flow of work and

products between Production and Shipping according to the production schedule. Reviewed supporting

documents and manufacturing orders to determine bills of materials (BOMs) requirements for various products.

Generated and maintained detailed reports using Excel to effectively maximize the manufacture and distribution

of company products.

FIRST CHOICE STAFFING – Houston, TX 3/2013–8/2013

Office Clerk

Created Excel workbook using complex formulas to calculate vacation days based on employee information.

Created multiple Access 2003 databases utilizing queries and macros to populate pertinent data per employee

for human resources and payroll purposes. Entered employee data into multiple databases to track and record

insurance, vacation, and other related information. Reduced payroll corrections by 60% through resolving work-

hour discrepancies, resolving attendance issues, and collecting necessary paperwork from team leaders.

RANDSTAD TECHNOLOGIES, Houston, TX 7/2012–9/2012

CSC Analyst

Call center support for 4,500+ desktop and laptop end-users for multiple applications, company intranet sites,

and software installs and upgrades. Troubleshot various issues for HP and Lenovo laptops. Provided support

for RSA token fob and IronKey equipment. Configured printers, desktops, laptops, and resolved VPN issues for

mobile and remote users.

* Resolved company-wide migration issues and technical issues for in-house software for desktop and laptop

end-users by phone and/or remotely using Team Viewer 7.

* Reset passwords for LAN IDs, various Oracle systems, Cisco phone systems, and intranet sites for end-

users along with RSA token fob management and other duties.

* Problem resolution at 90% of HEAT tickets generated from 30 to 40 calls per day within the enterprise

Service Level Agreement with 10% of problem tickets escalated to specialized Tier 2 groups.

EDUCATION

LONE STAR COLLEGE – CYFAIR

PRAIRIE VIEW A & M UNIVERSITY

CERTIFICATIONS

LONE STAR COLLEGE – CYFAIR

Network and Computer System Administration

STAFFMARK TRAINING CENTER

CompTIA A+ Certified

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