Professional Summary

I’ve been in the IT field for about 10 years mostly doing Help Desk and Desktop Support. I supported laptops, desktop and mobile devices. I worked on the hardware and software of a computer. There is some experience working in a network closet with the NOC. I work well in a team and have great customer service.

Professional and Personal Skills

Windows 10

ServiceNow

Customer Service

Basic Networking

CompTIA A+ Certified

ITIL v3 Certified

Professional Work History

HAYS USA, Dallas, TX Desktop Support August – Present

Contracted to Cognizant as their Deskside technician for National Life Group.

Proved level 1 and level 2 support to customers.

Worked with the Hardware Management Team to get equipment out to users working remote or in the office.

Supported virtual machines like Citrix and Azure Virtual Desktop.

Used Active Directory to reset password and add users to group.

Managed tickets using Service Now.

Helped with onboarding process by having equipment ready for new hires.

HCL America, Frisco, TX Specialist Mar 2023 – August 2023

Provided IT services to Verizon Employees and Contractors:

Sword IT Solutions, UK Desktop Support Analyst Feb 2022 – March 2023

Providing backfill and project work as Desktop Support Analyst for Harbour Energy.

Used Microsoft Endpoint/Intune Manager to check compliance on the desktop/laptop.

Set up out-of-the-box desktops/laptops for specific users.

Rebuild the desktop/laptop via USB if the set-up process doesn’t go smoothly.

Organized devices to be shipped offshore to oil platforms.

Set up iSafe tablets and PDAs, enrolling them into Intune.

Supported Configuration Manager, iSafe mobile devices, Service Now, Company Portal, Software Center, and Microsoft Intune/Endpoint Manager.

HCL America, Frisco, TX Senior Engineer Mar 2019 – Dec 2021

Provided IT services to Verizon Employees and Contractors:

Worked onsite and remotely in assisting customers with IT issues.

Performed monthly health assessments for Verizon stores.

Worked with the networking team to troubleshoot networking issues and support IDF closets.

Partnered with Dell and HP for warranty updates and check-ins.

Managed tickets assigned via Service Now.

Supported conference rooms and workstation desks in the building.

Diagnosed and fix hardware and software issues.

Provided support for Windows 10, ServiceNow, Dameware, HP Elitebook, Dell Latitude, Humanscale, Inventory Scanner, Bill Pay Kiosk, MPOS, Cisco Jabber, Brightsign, Slack, BlueJeans, Office, ADOM, HelpOne.

Frisco ISD, TX Area Technology Specialist Sept 2018 – Mar 2019

Provided onsite technical support for three campuses.

Reimaged desktop computers over the network.

Managed the bell system using ICS Event Manager.

Reviewed and escalated tickets to district technicians as needed.

Utilized the Eduphoria Help Desk ticketing system.

Travelled between schools for onsite support.

Managed the desktop and Chromebook onsite.

Supported Windows 10/7, Dell OptiPlex, Chromebook 3, Dell B5465dnf printer, Lexmark X812de printer, Eduphoria.

Progressive IT, TX Desktop Support Feb 2018 – Jun 2018

Provided technical support for Resolute Investment Manager(client), both hardware and software.

Conducted research to find a solution to an issue and saved the company money in the process.

Assisted end user's questions or issues through email, IM, phone, and walk-ups.

Supported Office 365, resolved any error messages, and configured settings for Outlook.

Supported Windows 10, Cisco Jabber, Microsoft Office 365, Surface Pro3, Lenovo.

Verity Recruiting Inc, TX Contract Service Desk Various Dates

Provided level 1 support to callers with any hardware or software issues for AMN HealthCare(client).

Used Service Now ticketing system to provide support to end-users.

Managed, and guided end-users through the use of Office Exchange and MobileIron.

Resolved issues related to softphones and desk phones.

Upgraded and configured settings on desktops, and laptops.

Remotely connected to the end user’s computer using WebEx to help resolve software issues.

Assisted end-users with setting up Cisco AnyConnect (VPN), as well as troubleshooting connectivity.

Supported Windows 7/10, Cisco Jabber, Cisco AnyConnect, ServiceNow, WebEx, Microsoft Outlook, Active Directory, IP Communicator, MobileIron, Symantec Endpoint Protection / Encryption, Dell, HP, Lenovo.

SAP, TX Contract Desktop Support Apr 2017 to Jun 2017

Provided Tier 2 support via tickets.

Assisted users with computer setup and data transfer.

Diagnosed hardware and software issues such as getting users connected to the VPN, fixing Microsoft Office issues, and computer not turning.

Supported Windows 10, Mac OS 10.10, Microsoft Office 365, Skype, BitLocker.

Cornice, CA Apple Technician Nov 2013 to Oct 2016

Orchestrated technical support for diagnoses, testing, and repairing of all Apple Computer Systems by strategically and systematically following Apple Computer’s Repair Procedures.

Diagnosed and repaired all hardware issues, troubleshoot technical issues, and installed software applications.

Systematically disassembled and then reassembled Apple products per customer request.

Provided comprehensive computer and hardware support including Service Desk tickets, direct customer support, and consistent on-going technological maintenance as requested.

Supported Apple Computer Systems, iMac, Macbook, Macbook Pro, Macbook Air, Macbook Retina, Mac OS (10.5 – 10.10), FileMaker Pro, Sophos.

San Bernardino School District, CA IT Helpdesk Intern Nov 2012 to Sep 2013

Provided technical support to callers who had demonstrated computer problems, researched computer issues as needed, and provided feedback.

Provided detailed documentation in the FootPrint platform, within reduced resolution time.

Managed and directed all phases of hardware and software support and problem report tracking.

Implemented the build-out of a computer lab consisting of 25 computers, following the project plan provided by the IT department.

Connected remotely to other computers using Dameware to diagnose the issue then took the steps to resolve the issue.

Re-image hard drives using a cloner machine to either set up a new desktop or laptop or to refresh the operating system.

Resolved issues dealing with basic networking issues like having to reconfigure the IP address, using the command prompt (ipconfig, ping), having no connection or limited connection.

Supported Dameware, OptiPlex, Outlook, Windows XP/7, Footprint, Microsoft Office 2013, Java, Adobe.

Education and Qualifications

California State University San Bernardino, California Jun 2013

Bachelor of Arts in Computer Science; Minor in Mathematics

CompTIA A+ Feb 2018

ITIL Foundation v3 Dec 2017

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