281-***-****

ad44r7@r.postjobfree.com

Desktop Support Professional

Objective

I am seeking a position that challenges my technical expertise and affords me an opportunity to further advance my skills as a problem solver and a leader.

Abilities

I possess superior customer service, technical, communication, and leadership skills. In addition, I am committed to excellence, learn quickly, and thrive under pressure.

Employment

2021 – Present Harris County Precinct 3

Technical Liaison

•Install, maintain, troubleshoot and replace all county devices as needed

•Train users on new devices and software, including but not limited to Office 365, Adobe products, One Drive, and Windows 10 & 11

•Utilize SCCM to remotely correct problems

•Travel to offsite locations to resolve hardware, software, and connectivity issues that cannot be resolved remotely

•Maintain inventory

•Manage user accounts in Active Directory, resetting passwords, disabling accounts, and changing group memberships

•Manage printers, connect and reconnect users to printers, configure scan to email as needed

•Troubleshoot PC, Mac, iOS and android devices

•Image and deploy new equipment

•Troubleshoot all Microsoft products

•Provide post-deployment support for any connectivity and performance

•Communicate effectively and professionally with users via multiple methods, including Microsoft Teams, email, texting, voice calls, and in person to assess and meet needs.

2016 – 2021 Harris County Central Technology Services

Intermediate Desktop Support Specialist

•Troubleshoot PC, Mac, iOS and android devices

•Coordinate repair of printers

•Respond to requests for technical support

•Document solutions

•Image PCs

•Use Active Directory to ensure correct account settings

•Utilize Infoblox to manage IP Addresses

•Provides second-line investigation and diagnosis

•Resolve and close incidents/service requests as per help desk procedures & allocated timelines

•Escalates unresolved incidents/service requests within agreed timescales

•Logs relevant incident/service request details per help desk procedures

•Communicates with client regarding incident progress

•Ensures tickets are updated at all times until issues are resolved

•Liaises with clients, other IT support groups and 3rd party providers when necessary

•Performs staging of PCs

•Performs IMAC (Install, Move, Add and Change)

Desktop Support Professional

2014 – 2022 Infinity Hydrocarbons, LLC

IT Support Professional (Part Time)

•Order all desktops, laptops, printers, and mobile devices

•Create and maintain directory structure and file security in Office 365

•Create and maintain all user accounts

•Configure network printers

•Train users

•Perform staging of PCs

•Coordinate printer repairs

2003 – 2014 Texon LP, Houston, Tx

Supervisor of User Support

•Provide superior technical support to 100+ employees on site and remotely.

•Utilize ServiceNow to manage and update tickets and run reports.

•Perpetuate a positive relationship with users.

•Answer software, blackberry, android, iPhone and iPad questions.

•Coordinate adds, moves, and changes.

•Teach software and iOS device classes to employees.

•Create user documentation.

•Make purchasing decisions.

2001 – 2003 University of Houston - Downtown

Technology, Teaching and Learning Center Specialist

•Train / assist professors with creation, administration, and maintenance of online courses

•Answer software questions

•Supervise interns

2000-2001 Colorado State University College of Business

Graduate Assistant and Computer Lab Supervisor

•Work with users to resolve support issues at the desk side

•Perform standard desktop technical activities in support of hardware and software

•Special projects as assigned by management

•Grade assignments

1999-2000 Vastar Resources, Houston, TX Senior Help Desk Administrator

•Support the hardware / software needs of 1000+ employees in desk side and remotely.

•Resolves and closes incidents/service requests as per help desk procedures & allocated timelines

•Escalates unresolved incidents/service requests within agreed timescales

•Logs relevant incident/service request details per help desk procedures

•Communicates with client regarding incident progress

•Ensures tickets are updated at all times until issues are resolved

1997-1999 Universal Computer Systems, Houston, TX Software Installation Specialist

•Provide consulting services

•Communicate with staff verbally and in writing to custom configure newly purchased systems

•Train dealership employees at the site

•Perform data conversions

Desktop Support Professional

Skills Windows XP, Windows 7, Windows 10, Windows 11 Office Suite XP - 2016, Office 365, Active Directory, SCCM, ServiceNow, Infoblox, VM Ware, Altiris, Service Desk, Adobe Acrobat, OrgChart, SnagIt, Symantec, Visio, MS Project, Camtasia, Avaya IP Office, Remote Desktop, LogMeIn, Movie Maker, Camtasia, Dropbox, HighRise, Concur Expense, Remedy, Service Manager and Fortis

Education

2000-2001

Colorado State University Computer Information Systems

1992-1996

University of Texas at Austin

Bachelor of Science: Communications with an emphasis on Business Communication

Certifications

Dell Certified - Desktops and Notebooks

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