Desktop Support Services

SAMUEL BUFORD

936-***-**** San Antonio, TX ****0 ******@*****.***

http://www.linkedin.com/in/samuelbuford

Security Clearance: Secret Clearance

Professional Summary

Senior Admin and Desktop Support professional with exceptional communication skills. Subject matter expert pertaining to networks and computer support services. Hands on, organization skills that allow creativity to feed unique solutions. Outstanding written communication and the ability to work as an individual or part of a team.

Professional Certifications

CompTIA Security+ CE

Microsoft Modern Desktop Admin Associate(MD100)

ITIL v3 Foundation

Technical Experiences and Skills

Microsoft Endpoint Configuration Manager, Software Center, Sharepoint, AirWatch Mobile Device Management, One Drive, Windows NT, UNIX, Windows 7/8/10/11, MS Exchange, Citrix Desktop and Work Space, Active Directory, Windows Server 2012 R2 and 2016, PowerShell Module, SolarWinds, Problem Solving/Analysis, Cleo Streem Print, Microsoft Outlook 2010/2013/2016, Directory Resource Administrator, Service Now, BMC Remedy, Project Management

Professional Experience

Vista Global Solutions

Defense Health Agency at Brooke Army Medical Center

Nov 2021 - Present

Microsoft Endpoint Configuration Manager/Senior Remote Desktop Administrator

Add and removes devices to the local server via Microsoft Endpoint Configurations Manager for

imaging. Create software packages and distribute to Software Center for deployment. As a Remote Administrator, add and remove devices(workstations, tablets, laptops) to/from the DHA server for imaging. Verification of user and computer accounts in Active Directory as well as account configuration. Detail oriented customer service technician assisting hospital staff with CAC card resets and issue of government field equipment (GFE). Maintain and return customers to normal IT Operations, as soon as possible, with the smallest possible impact on the business activity of the organization’s end user(s). Provide local and remote Technical Support Services for end user support on the NIPRNET. Responsibilities also include imaging equipment to the latest operating system, registry entries(adding DWords, deleting peripheral devices and software), adding and removing machine names from the domain, migrate user and outlook profiles and pst files, user and outlook profile creation. Assist and troubleshoot Microsoft Office Applications Suite, track incidents on Service Now Completes training to remain in compliance with organizational policies.

General Dynamics Information Technology May 2019 – Oct 2021

Senior Computer Operator/IT Asset Manager/Interim Central Southern Region Team Lead

Iphone Project Lead Central Southern San Antonio

Maintain and return customers to normal IT Operations, as soon as possible, with the smallest possible impact on the business activity of the organization’s end user(s). Provide local and remote Technical Support Services for end user support on the NIPRNET and SIPRNET for DLA users/customers/activities located in the defined service locations. Provide complex support for IT Solutions software and hardware service request/incident processing for end user issues that are not resolved at Initial Response Support level in the Virtual Desktop Interface. Track incident/work orders request from receipt through closure using Remedy Ability to troubleshoot hardware and software problems related to desktop computers, Print servers, scanners, printers, PDAs (IPhones), desktop video/video teleconference systems, and peripherals (zip drives, external zips, scanners, etc.). Ability to provide hardware maintenance such as board replacement, cable switching, communications assistance, and hardware installation and replacement. Knowledge of industry standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders. Demonstrated knowledge and accomplishment in analyzing, diagnosing and recommending solutions for hardware and software problems. Add MAC addresses to the database/table for endpoint connectivity. Receive, inventory and store any and all IT equipment.

Salient April 2017 – April 2019

Field Technician III Computer Support Technical Services

JBSA, San Antonio, TX

Responsibilities include providing field technician services to Air Force organizations AFCEC, AFIMSC and AFISMA. Troubleshooting PC's and peripheral devices as well as installing and replacing internal parts (i.e., CD/DVD drives, network and video cards and hard drives, etc.) Experience working under sys admin accounts, SQL and web services. Provides computer network, software and application services on the Windows 7 and 10 operating systems to the US Air Force Job which include changing toner and fuser kits for Hewlett Packard printer models CM3530, CM4730, M575, CM6040 and 508A. Upgrading laptops to latest standard desktop configuration (SDC) which include models HP 640G2 and 640G3 laptops with the latest drivers, patches and bios updates. Experience with User Profile transfers from original hard drives to updated hard drives. Troubleshoots software and application issues in Internet Explorer, Adobe Acrobat, Java, Microsoft Excel, Microsoft Outlook, Microsoft Office 2010/2013/Office 365. Provide excellent customer service and shares knowledge about information systems and information processing.

USAA/HCL July 2015 - Apr 2017

Technician (Level 1 Help Desk)

San Antonio, TX

Primary duties included providing customer support services to USAA personnel on the USAA intranet worldwide. Additional duties include file management, mapping network drives, printer and IPhone token registration. Active directory was used to reset passwords, unlock accounts and verify group members. Managed local and roaming user profiles. Competed necessary training pertaining to information technology and group policy requirements.

Information Innovators Jun 2014 - May 2015

Help Desk Technician

Port of San Antonio, TX

Primary duties include providing desktop support to 502nd customers utilizing NIPRnet. Services included computer account creation, user account maintenance and software installation. Conducted risk management techniques to diagnose health of network devices and databases. Assisted customers using IAO Express, Directory Resource Administrator (DRA), BMC Remedy, vESD, FAIS, JWICS and SharePoint.

Enterprise Information Services Nov 2012 - Nov 2013

Help Desk Coordinator III

Lackland AFB, San Antonio, TX

Duties included answering, evaluating and prioritizing incoming trouble tickets for over 1,000 users who experienced problems with hardware, software and other computer-related technologies. Analyzed problems with numerous OS systems, applications and resolved telephone issues as needed. Provided risk management assessments.

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