Desktop Support Level II

***** **** **** ****:832-***-****

Houston, TX. **083 Email:************@*****.***

Carlos D. Oscar

Objective:

Seeking a challenging and responsible position that allows me to utilize and expand my experience and skill base in the technical field, while offering opportunities for personal and professional growth.

Professional

Experience:

2-2022 – 3-2024 Fidelity/FIS Global

IT Desktop support Level II / IT System Analyst II

Responsibilities remotely logging into end user systems using Bombgar software to troubleshoot system issues. We used Service now for our ticketing system to work ticket and update issue client were having and to enter resolutions for there issues. Also provided RSA token support unlocking accounts and assigning hard and soft token to in office and remote users. Imaging laptop and desktop and transferring user information to one drive server for backup and transfer to new systems. Installing and configuring user access point software on client’s system to complete migration process. Installing all programs through SCCM/Configuration Manager Console via software push through VPN connection/teams. Configuring user accounts in active directory and unlocking/resetting passwords for user account in home office and other locations in different cities for FIS/Worldpay users. Troubleshooting printer problems, repairing desktop and laptop computers and shipping hot swap computer to end user to continue working. Further responsibilities included providing desktop phone support to users when working from home and remote locations. Managing projects and developing long-term strategies and capacity planning for meeting future desktop hardware and network support demands including WIFI connectivity. Supported VP/Executive assisting with

Software troubleshooting, hardware and printer support. Assisted with tablets Dell, HP, Apple and cell phone software install applications Teams, Offce365, bluetooth printing from these devices. Worked with AV equipment within conference rooms for training classes, presentations and office meeting.

12-2018- 12-2021 Worldpay/FIS Global

IT Desktop support Level II / IT System Analyst II

Responsibilities include RSA token support unlocking accounts and assigning hard and soft token to in office and remote users. Imaging laptop and desktop and transferring user information to one drive server for backup and transfer to new systems. Installing and configuring user access point software on client’s system to complete migration process. Installing all programs through SCCM/Configuration Manager Console via software push through VPN connection. . Configuring user accounts in active directory and unlocking/resetting passwords for user account in home office and other locations in different cities for FIS/Worldpay users. Troubleshooting printer problems, repairing desktop and laptop computers and shipping hot swap computer to end user to continue working. Further responsibilities included providing desktop phone support to users when working from home and remote locations. Managing projects and developing long-term strategies and capacity planning for meeting future desktop hardware and network support demands including WIFI connectivity.

cities for Worldpay users. Troubleshooting printer problems, repairing desktop and laptop computers in all 7 departments within our 2 office locations. Further responsibilities included providing desktop phone support to users when working from home and remote locations. Managing projects and developing long-term strategies and capacity planning for meeting future desktop hardware and network support demands including WIFI connectivity. Supported VP/Executive assisting with

Software troubleshooting, hardware and printer support. Assisted with tablets Dell, HP, Apple and cell phone software install applications Teams, Offce365, bluetooth printing from these devices. Worked with AV equipment within conference rooms for training classes, presentations and office meeting.

1-2013-11-2018TCP/Tactical Consumer Products

(No longer in business)

Help Desk Support Level II / IT Desktop Support Level II / IT Project Manager

Responsibilities include testing all software to make sure it can handle required task in real-world scenarios, according to specifications of client’s needs. Then migrating computer system from Windows 7 to Windows 10 manually backing up data and transferring information to server/external drive. After upgrading to Windows 10 client’s information was transferred back to newly upgraded computer system. Installing and configuring user access point software on clients system to complete migration process. Help train client about on how to use Windows 10 functions and configuring their system to best suit them. Troubleshooting printer problems, repairing desktop and laptop computers for sale group and shipping department. Setup CNC plotter cutting machines and configuring network cards to communicate with network servers at on site location. Further responsibilities include providing desktop phone support to client when working from home and remote locations. Managing projects and developing long-term strategies and capacity planning for meeting future desktop hardware and network support demands.

11-2006/12-2013 Getronics/Shell Pennzoil/

Westhollow Technology Center Houston, TX

IT Desktop support Level II / Help Desk Support Level II

Responsibilities include Windows Migrating from Windows 2000 to Windows 7 and later upgrading to Windows 10 manually backing up data and transferring information to server/external drive to be restored to newly upgraded system. Installing and configuring user access point software on client’s system to complete migration process. Testing all software to make sure it can handle required task in real-world scenarios, according to specifications of client’s wants and needs. Help train client about on how to use Windows 10 functions and configuring their system to best suit them. Installing plotters and printers Troubleshooting, repair desktop and laptop computers including supporting Microsoft XP and Win 2000, Vista, 7, 8, 10 systems. Assisted engineers with log file/tiff conversion to CGF format for plotting using just plotter software. Image computer systems and deploy them to users in various groups at Shell PNT, Two Shell and One Shell locations. Prepared plotters and shipped them to remote locations to be used by onshore group. Assisted technicians via phone support with network configuration for plotters/printers to be used by their onshore group at their remote locations.

12-2005/10-2006 Jasco Signs Houston, TX

(No longer in business)

Help Desk Support Level II / IT Systems Analyst/IT Project Manager

Responsibilities include the creation and maintenance of internal web knowledge base for all new employees, contractors and new hires. Created and supervised helpdesk and supported 1200 users. Setup and configured new computer systems and network print server for each business unit. Promoted to IT Manager/ Project coordinator responsible for create and maintain documents, training materials and installation instruction for both end user and IT internal use. Further responsibilities include managing projects and developing long-term strategies and capacity planning for meeting future desktop hardware and network needs.

12-1998/11-2005 Reliant Energy Houston, TX

Help Desk Support Level II / Novell Admin/IT Systems Analyst

Responsibilities include setting up new user accounts and maintain user groups and print queues in a Novell environment. Deploying and setting up Unix systems for traders and programmers in the pipeline group. Image, configure and install laptops, desktops for new users and installed their personal printers. Configure and install print servers for various groups to use on a daily basis. Troubleshoot, repair laptops, desktops, laser printers and plotters for the trade floor. Provided helpdesk support for 200 traders and 300 programmers in complex and demanding environment. Provided weekend and after hours support for 24 hour trade floor and pipeline services group. Supported VP/Executive assisting with

Software trouble shooting, hardware and printer support. Install hardware for VP/Executive at their home when necessary so they could work from home office environment. Assisted with tablets Dell, HP, Apple and cell phone software install applications Teams, Microsoft Office, bluetooth printing from these devices. Worked with AV equipment within conference rooms for training classes, presentations and office meeting.

8-1995/10-1998 GE Capital I.T.S Houston, TX

Microsoft Admin/IT Systems Analyst/Field Suppport Level II

Responsibilities include setting up new user accounts and maintain user groups and print queues in a Novell environment. Setup and install Unix systems for programmers at various locations for various clients. Troubleshoot repair laptops, desktops, laser printers and plotters for various locations. Install rack system for various clients for example: (MD Anderson, Time Warner, ABB Vetco Gray) install memory, processors, hard drives, disk arrays and building racks. Supported multiple OS environments like Windows, Unix, Mac, and Novell. Project coordinators for KTEC migration team where we removed all old desktops and imaged configured and install all new dell systems.

8-1989/6-1995 Dow Chemical Houston, TX

Safety Engineer / IT Desktop support Level II

Responsibilities include configure and maintain Novell plant servers and print servers. Maintain all printers/plotters and troubleshoot all desktops computer replacing any defective hardware or peripherals. Setting up new user accounts and maintain user groups and print queues in a Novell environment.

Further responsibilities included working as a Safety Engineer inspecting equipment Scott air mask and insulated suits to making sure all workers wore the appropriate equipment for the job duties in the plant. I saved my department 250k in two year with a perfect record of no injuries or accidents in my department I supervised. Responsible for safety presentation for all new hires at the plant on how the properly use the equipment they were given in case of an emergency at the plant.

Education:

Network Technology and System Solutions – C-TREC Houston, TX

Computer System Integration and Computer - Technology –MCS Dallas, TX

Printer Repair/Printer Networking Technology – HP University Dallas, TX

HP Server Configuration and Installation – HP University Dallas, TX

A+ Certification – C-TREC Houston, TX

Servicing Compaq Products – Compaq Houston, TX

Compaq System Technology – Compaq Houston, TX

Novell CE – C-TREC Houston, TX

Servicing Dell Products - GE ITS Houston, TX

IBM System Networking and LAN Technology – GE ITS Houston, TX

Sun Systems Technology – Reliant Energy Houston, TX

Servicing HP Products (PC’s, Plotters, Laser Printers, Laptops) – HP University Dallas, TX

Dell Products and Services – Worldpay Houston TX

References Available Upon Request

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