EDUCATION:

Graduated in **** from Southern Methodist University, Dallas, Texas

BS: Computer Science, BA: Radio, TV, and Film GPA Overall: 3.2

CompTIA A-Plus Certified

CCNA Certification Training

WORK EXPERIENCE:

Customer Support / Technical Support, Maxim Integrated. 5/2018 – 11/2023

Provided desk-side and remote support for all enterprise employees from Vice-Presidents and VIPs to Contract programmers.

Supported both PC & MAC systems using MS Office 365.

Supported 400+ desktop and laptop PC's using Microsoft Remote, Log-Me-In Rescue, Active Directory, SCCM and in-Tune; including on-boarding of new hires.

Worked on a complete laptop refresh for 150 systems in Dallas office.

Mange updates of Windows 10 to latest version (22H2) on all systems.

Troubleshooting hardware, software, VPN, Wi-Fi and Network connection issues.

Used Service Now ticketing system to track and manage trouble tickets.

Customer Support Contractor, Bank of America. Dallas, TX 9/2017 – 2/2018

Provided Desk-side support for all employees from Senior Vice Presidents and VIPs to Contract programmers.

Supported 1000+ desktop and laptop PCs in multiple D/FW locations.

Use Black Box ticketing system to document and update user issues & requests.

Customer Support, Bank of New York Mellon. Dallas, TX 1/2016 – 8/2017

Provided Desk-side support for all employees from Regional Vice-Presidents and VIPs to Contract programmers.

Supported 400+ desktop and laptop PCs in multiple D/FW locations.

Responsible for configuration, maintenance and updating from Win 7 to Win 10 using SCCM and Dell Imaging Software.

Troubleshooting software and network connection issues.

End User Support, Methodist Dallas Healthcare. Dallas, TX 9/2015 -10/2015

Desk-side Support of medical staff including the hospital Management and Department heads.

Make hardware and software upgrades to comply with new and changing HIPAA requirements.

Field Service Tech, Baylor University Medical Center. Dallas, TX 12/2013 - 6/2015

Desk-side Support of all medical staff including the President and senior management.

Project upgrading all computer systems from Windows XP to Windows 7 and upgrade MSOffice 2007 to 2010.

Document and resolve issues & requests using Service Now and HEAT ticketing systems.

Manage over 20,000 systems using Microsoft SCCM and Active Directory tools.

Use SCCM to push updates to user systems and verify the installation of required modules.

Move systems in Active Directory to the proper OU for their role.

Make hardware and software upgrades to comply with new and changing HIPAA requirements.

Configure and deploy CITRIX terminal systems to replace computers as needed.

Quickly replace hardware reported as non-operational to maintain smooth operation of hospital medical environment.

Dell/Wyse Computer Installation Technician, Experian. Dallas, TX 3/2013

Unpack and assemble Wyse VDI terminals, desktop and laptop computers.

Move existing workstations and install new ones in Experian Call Center.

Volunteer - Computer Refurbishment, Computers for the Blind 9/2011 – 11/2013

Clean and rebuild donated desktop and laptop computers.

Re-Image computers with specialized software for use by low-vision and blind users.

Repackage and ship systems to users nationwide.

Website Migration and Development, VHA. Dallas, TX 5/2011 - 9/2011

Use Microsoft Visual Studio and Concrete 5 to migrate content of websites to new environment.

Redesign web page content to merge three web sites into a single system.

Manually edit HTML code of web pages to conform to new system requirements.

Help-desk Analyst, Raytheon Inc. Dallas, TX 2/2011 – 5/2011

Take inbound calls for hardware and software service and support issues.

Enter incidents into maintenance software system.

Blackberry Support, RIM. Dallas, TX 3/2010 – 5/2010

Assembled Blackberry hardware.

Flash systems with images for various carriers.

Help-desk Analyst, Apple, Dallas, TX 10/2009 – 2/2010

Take inbound calls for warranty support on Apple I-phone and I-pod.

Scheduled appointments for repair at Apple store locations.

Troubleshoot software I-phone operating system

Utilized ticketing system to track customer interactions and escalate issues.

Help-desk Clerk, Dallas County Sheriff’s Office, Dallas, Texas 3/2001 – 9/2009

Take inbound calls regarding state and county databases to verify active arrest warrants for officers in the field.

Use web-based system to accept cash or surety Bonds and process them for release of inmates.

Maintain accurate invoices and balance the cash drawers at the end of each shift.

Customer Service/Office Manager, Robbins Engineering, Richardson, Texas

Field Technician, Intellinet Systems, Dallas, Texas

900 Line Telephone Technical Support, CompUSA, Dallas, Texas

Project Manager, Insurance Technologies Co., Farmers Branch, Texas

Applications Programmer/Customer Service, CompuTrac, Richardson, Texas

Customer Service Mgr., Insurance Technologies Co., Farmers Branch, Texas

Production Assistant, TeleCable of Richardson, Richardson, Texas

SKILLS

OPERATING SYSTEMS

MS-DOS, Windows 95, 98, NT, ME, 2000, XP, Vista, Windows 7 & Windows 10

Teaching myself Linux.

HARDWARE

A-Plus Certified on IBM PC/XT/AT 286, 386, 486 & Pentium

Epson Certified on Impact Printers

IBM Certified on Warranty Basics

Familiar with Network wiring, 10 Base-T, 100 Base-T, Gig-E and Fiber

Familiar with RAID configurations using SCSI and IDE

SOFTWARE

All Windows versions through Windows 10 – 22H2

Microsoft Office 95 through Microsoft Office 365

Microsoft Active Directory Management & SCCM

Microsoft Word

Microsoft Excel

Microsoft Visual Studio

Microsoft Internet Explorer and Edge

Netscape Navigator

Firefox

Google Chrome

Service Now Ticketing System

Concrete 5 Website Content Management System

Lotus Notes

Top of Mind Knowledge base

PROGRAMMING LANGUAGES

BASIC

C

Rand/McNally COBOL

Pascal

HTML

SPECIAL SKILLS

I have a reading and speaking knowledge of German.

I was appointed to the Dean's list during my senior year of college.

I was a member of Phi Theta Kappa.

I am a member of American Mensa Ltd.

I was an Eagle Scout in B.S.A.

02/2024

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