Desktop Engineer Office Specialist

George Davis

Certified Microsoft Office Specialist

*********@*****.***: 972-***-****

Senior Desktop Engineer

Workplace Transformation Supervisor

Areas of Emphasis – provided hardware troubleshooting, superior hardware support and output quality while working at a swift pace

Support role with an understanding of image creation, operating systems, and component level troubleshooting. Knowledge of computer hardware in an enterprise environment. Experience with image creation/capture technologies and methods. Knowledge of command line, batch files and scripting. Knowledge of a range of diagnostic tools and utilities. Familiar with Microsoft Deployment Toolkit and SCCM. Detail-oriented with the ability to work at a swift pace. Strong written, including typing and verbal communication skills. Excellent organizational and time management skills. Demonstrated attention to detailed, accurate documentation. Self-motivated and able to work in a team environment. Experience designing and implementing IT projects strongly. Experience managing and creating Active Directory OU's and Group Policy objects

Qualifications Overview

Provided support for C level executives, general, and consultant end users as well as high level executives up to the company CFO and President.

Familiar with multiple ticketing systems (SNOW, Manage Engine, @ Fresh Service)

Handle computer deployments.

Advanced Remotes Access skills and familiar with multiple remote managements (Bomgar, GoTo, and Remote Desktop Connect)

Hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.

Diagnose system hardware, software and operator issues.

Access software updates, drivers, knowledge bases, and frequently asked questions resources

Create and maintain PC images in an MDT, SCCM environment.

Utilize Intune and Skynote for applications, identities, and devices.

Over 10 years of experience in network and system administration, desktop support, and remote access.

Demonstrated ability to reorganize, streamline, and strengthen financial and manufacturing operations to maximize performance and profitability; respond to operational and financial challenges with confidence, determination, and focus.

Solid reputation for capability development and training/ coaching on process improvement and project management in the business and across the team.

Astute problem-solver who can identify issues in both early project stages and mid-stream, create workable solutions, oversee large program teams, and collaborate cross-functionally to meet business goals and objectives.

Supporting multiple Office 365 Tenants Azure AD, Azure Security and Data Access Policies across enterprise

Managed and deployed MS Teams Rooms rollout for Pilot and Production enterprise, security and platform adoption

Areas of Expertise

Diagnose system hardware

Strategic Planning

Creation of SOPs

Support and manage Office/Microsoft 365, Teams, SharePoint & OneDrive

Azure and Intune

Cost Reduction

Continuous Process Improvements

Advance remote support

Education & Certifications

BAYLOR UNIVERSITY, Waco, TX Computer Science

Microsoft 365 Certified: Enterprise Administration Expert,

Microsoft Certified: Information Protection Administrator Associate,

CompTIA A+, Currently finishing Six Sigma Green Belt

Professional Experience

OCI, Houston, TX

OCI Methanol Marketing, LLC is a Delaware limited liability company whose focus is on the marketing of methanol and bio-methanol through a global distribution platform that optimizes trade flows and enhances netback pricing, including through value creative swaps.

Senior Desktop Engineer (October 2020 – Current)

Support for Web-based Office Online applications, including Word Online, Excel Online, PowerPoint Online, OneNote Online

Microsoft SharePoint Online with expertise implementing and supporting OneDrive for Business

Knowledge of implementing and managing Azure Rights Management Services and Information Rights Management policies.

Extensive experience with the design and implementation of IT projects and major efforts, to include documentation, communication, and coordination of all components

Expertise in coordination and escalation to Microsoft support and ability to coordinate with first- and third-party software vendors as needed for resolution of business-impacting problems

Experience working in a team-oriented, collaborative environment

Broad knowledge of other Microsoft systems infrastructure products such as Azure and SCCM

Expertise with professionally coordinating and assisting customer support (tier-1 or tier-2) personnel with O365 related incidents and tasks

Identifies areas of improvement in current solutions and proposes improvements using modern design techniques

Key Accomplishments

Assisted CFO with overcoming a cyber-attack and put in measure to prevent and backup sensitive data

Mentored a new team member to the where they are comfortable working on their own within 2 weeks

Create accountability by sharing information and updates across the team

Manages effective use of existing solutions, while also proposing new solutions as needed based on business requirements

Linde, Houston, TX

Linde is a leading global industrial gases and engineering company with 2020 sales of $27 billion

Desktop Support Specialist (November 2019 – October 2020)

Use of metrics data to identify common problems and perform root cause analysis to aid problem resolution

Maintaining standards and ensuring that they are adhered to, as well as proactively trying to add to these standards whenever possible

Ability to take initiative and move projects forward with limited direction

Strong time management skills with the ability to manage multiple projects and deadlines

Strong interpersonal skills and ease with building/establishing rapport with an array of people and teams

Professional demeanor, goal-oriented, self-motivated, creative, flexible and adaptable to new situations

Passion for learning, trying new things, understanding what works and quickly adjusting what doesn't

Manages the day-to-day activities of Tier II and Tier I to ensure SLAs are being met and IT is providing consistent top-level service

Key Accomplishments

Design and enforce request handling and escalation policies and procedures

Provide timely communication of outages related to business impacts to the company

Track and analyze trends in Service Desk requests and works with appropriate departments to bring about problem resolution

Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency

Oversee development and dissemination of FAQ tips for end users

Senior Care Center, Dallas, TX

Founded in 2009 nearly 7,000 team members 60 locations in 41 cities. Every day, Senior Care Centers provides care for approximately 8,000 patients across our communities.

Desktop Support Engineer II /Workplace Transformation Supervisor (March 2015 – November 2019)

Report directly to the site managers to set up game plans and schedules.

Support role with an understanding of image creation, operating systems, and component level troubleshooting.

Knowledge of computer hardware in an enterprise environment

Experience with image creation/capture technologies and methods

Knowledge of a range of diagnostic tools and utilities

Familiar with Microsoft Deployment Toolkit and SCCM

Experience designing and implementing IT projects strongly

Experience managing and creating Active Directory OU's and Group Policy objects

Develop and standardize Shared Service Migration Methodology to ensure the vision, mission, and detailed execution strategy for successful migration.

Travel domestically (Seattle WA, Denver CO, Chicago IL, Whiting IN, Wanye NJ, Cooper River SC, Toledo OH) to migrate and configure computers. Provide technical expertise and workforce training as needed.

Monitors, evaluates, and assist with the maintenance of assigned security systems in accordance with industry best practices to safeguard internal information systems and databases

Key Accomplishments

Reduced the return time of employee computers by prioritizing complexity of software.

Developed a process and tracking system for legal hold clients in accordance with SOX.

Compfix Inc.

IT Operations Lead (July 2009 – March 2015)

Provide support on a variety of computer hardware and software issues

Identifying, researching, resolving technical problems by performing root cause analysis to aid problem resolution

Maintaining standards and ensuring that they are adhered to, as well as proactively trying to add to these standards whenever possible

Coordinate hardware repairs with the appropriate vendors

Deliver computer desktop support in accordance with established policies and procedures

Key Accomplishments

Train, coach, and mentor Tier II Technicians and helps Tier I leaders coach other junior staff

Act as top technical resource for escalated issues from both internal corporate IT staff and facility end users

Assist in project design and scope of work creation for project quotes

Oversee the development, implementation, and administration of Service Desk staff training procedures and policies

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