Service Desk Technical Support
Resume:
Robert Curnutt
Apt. ***
Houston, TX 77003
************@*****.***
Supported:
Operating Systems: Windows XP to Win11
Software: MS Office, Windows Defender, McAfee, AirWatch, Altiris, Adobe Reader/Acrobat, SCCM, Active Directory, Microsoft Azure, Symantec Endpoint Protection, BitLocker, Lync 2010/ 2013, Skype for Business, MobileIron, Cisco Unified Communications Manager, Cisco AnyConnect, Blackberry UEM, GlobalProtect, VMWare, Citrix Manager, Microsoft Exchange, Microsoft TEAMS
Browsers: Internet Explorer, Firefox, MS Edge and Chrome
Ticketing Systems: ServiceNow, Remedy, ManageEngine Service Desk, HelpStar, CA Service Desk, Virtual Tech, HP Service Manager, Fusion, Cherwell
Special Qualifications: Bilingual in English and Spanish
Work History:
Technical Support Specialist September 2023 to present
Mayer Brown LLP, Houston, Texas
Proven advanced proficiency in Microsoft Office products
Knowledge of related problems with OS and registries
Proven understanding of AD including Active Directory role, Exchange, TCP/IP, DNS, DHCP, VPN as it relates to desktop support activities
Support and maintenance of all firm hardware, printers, laptops and iPhone and Android devices
Imaging and configuring of all firm PCs to Firm standards for rollout to users
Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation and resolution
Update and manage of all escalated tickets in accordance with local, regional and global standards and processes to resolution
Manage all local hardware assets and assist with hardware upgrades and tracking
Successfully meet timelines and/or budgets for assigned projects
Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications
Update and contribute to the Knowledge base to share expertise
Act as a technology resource to the Firm for industry trends, technology implementations (hardware and software) and change management issues
Repair and maintain all Firm-supported laser printers, laptops, desktops and video equipment in accordance with firm standards
Participate as required in moving all user IT equipment to other offices or floors
Configure and monitor equipment used for high level meetings
Provide support for audio visual/video conference meetings and events
Interact directly with video conference users to provide remote, phone based, and in-room support/troubleshooting for real time and scheduled video conference bridges
Provide hands-on and remote support/troubleshooting of all laptop, printer and mobile devices
Provide setup and technical support to conference rooms at multiple local locations including sound equipment, conference room laptops, teleconferencing, video conferencing software and systems such as Cisco, Webex, Zoom and Microsoft Teams. In addition to other audio visual support as necessary within conference rooms and visiting attorney offices
Monitor significant video conference meetings, providing immediate response to connectivity or participant needs as necessary
Maintain inventory of all audio and video equipment and provides maintenance as needed as directed by the multimedia engineering team
Set up video conferences, working with requesters, participant sites and bridging services to get call up and running at full bandwidth. Use appropriate room/meeting reservation software to coordinate conference schedules
Perform upkeep of meeting room control consoles and keypads to include maintenance and systems upgrades as required
Provide programming and move/add/change support for office phones
Provide and manage print queues, monitor and troubleshoot print server issues
Effectively and proactively identify and communicate operations and business risks to appropriate levels of IT and management
Adhere to all IT and user quality assurance policies and practices
Adhere to all Firm and IT security policies and practices
Provide support on an overtime basis as needed to support technical issues within the Firm
Provide on-call support as part of an agreed schedule
Under general supervision, monitor, document and update existing network systems and local server hardware and assist in implementation of updates and problem resolution
Provide high levels of customer support by being responsive, communicating proactively and managing expectations
Provide visible floor support by conducting weekly floor sweeps to increase business engagement
Attend user groups independently or with managers as required
Provide excellent 2nd line/desk side incident, problem and request management support in accordance with documented processes
Effective and proactive communication of problems/issues/outages that could impact the firm business
Under general supervision, monitor, document and update existing network systems and local server hardware and assist in implementation of updates and problem resolution
Perform other duties as assigned or required to meet Firm goals and objectives
Information Technology Officer July 2022 to September 2023
Bank OZK, Houston, Texas
Provide technical support for the South Texas Region (Houston, Austin, San Antonio and Lockhart)
Periodic travel to support South Texas branches
Assist with banking applications and all Microsoft Office applications including Outlook, Word, Excel, and PowerPoint
Assist with maintenance of all training PCs, teller machines, local and network printers, and laptops/PCs in all supported branches
Conduct Hardware/software installation, configurations and updates.
Provide support in preparing new branches for opening
Assist in the support and maintenance of laptops, desktops and banking equipment.
Investigated and diagnosed incidents and researched solutions to resolve the ticket as needed.
Performed remote troubleshooting through diagnostic techniques and accurate troubleshooting.
Assist with all new hires or terminating personnel in person or remotely
Work with branch manager on any new hire equipment or retrieval of terminated employees
Maintain inventory and orders necessary supplies as needed and approved.
Regularly exercised discretion and judgment in the performance of essential job functions while following bank policy, procedures and guidelines.
Maintain effective communication with other internal IT teams
Maintain knowledge of hardware and software installation, testing and operation.
Maintain knowledge of application of computer software.
Knowledge and maintenance of local area networks and fundamental concepts.
Ability to communicate technical concepts effectively to technical non-technical users.
Ability to maintain attention to detail while managing multiple tasks with exacting deadlines in a fast-paced environment
Ability to demonstrate effective organization, critical thinking, analytical and problem-
solving skills
Ability to demonstrate effective time management skills and work extended hours if needed
Ability to work without close supervision
Reason for leaving: Mayer Brown position
Desktop Support/Service Desk Technician August 2021 to May 2022
nDivision, Houston, TX
Assist in desk side support for users at local corporate office and worldwide for American Bureau of Shipping (ABS) account with software and hardware related issues, LAN/WAN, VPN connectivity issues, Windows issues, network printer setup and troubleshooting as well as software permissions and access via Active Directory/Azure.
Also assist with Office troubleshooting and Office upgrades/access via Azure. Installing and testing ABS images on notebooks/desktops for new hires and re-images due to break/fix and migrations.
Assist and work with Operations on desk setups, moves and removals for the corporate office.
Assist with maintaining accurate inventory of all hard drives and laptops and follow company policy on disposal of nonworking and out dates inventory.
Assist with obtaining and managing user hard drives and other user peripherals for legal matters, using company specific policies.
Assist with the maintenance and updating of all loaner laptops for users both in Houston office and at remote offices.
Worked with worldwide IT teams for loaners and/or software support and installs.
Resolving user’s issues with user Cherwell tickets and/or emails to Customer Service Center. Worked with supporting teams via Cherwell to assist the user. Continually updated Cherwell tickets to maintain accuracy.
Assist in the support and maintenance of Dell laptops and desktops. Work with Dell technician on any escalated issues as needed. Investigated and diagnosed incidents and researched solutions to resolve the ticket as needed.
Performed remote troubleshooting through diagnostic techniques and accurate troubleshooting.
Assisted with any recommendations and suggestions for improvements on procedures.
Assisted with Service Desk calls on an as needed basis to assist in providing quality “white glove” service to all callers while providing immediate priority to VIP users.
Maintain organizational and communication skills while displaying a positive, high-energy attitude assisting all level of associates in all supported office.
Working in a fluid environment while promoting effective work practices, working as a team member, and showing respect for co-workers and multiple clients.
Also remotely served as first point of contact via service desk for multiple companies locally and internationally with software and hardware related issues, LAN/WAN, VPN connectivity issues, Windows issues, Adobe issues, password resets, network printer setup and troubleshooting as well as software permissions and access via Active Directory/Azure both in offices and on offshore rigs.
Assist with 3rd party installations and issues with multi-factor authentication issues.
Assist in the support and maintenance of laptops and desktops.
Investigated and diagnosed incidents and researched solutions to resolve the ticket as needed.
Performed remote troubleshooting through diagnostic techniques and accurate troubleshooting.
Continually update nDivision ticketing system tickets to maintain accuracy.
Work with nDivision escalation teams and with individual companies IT escalation teams with issues while maintaining constant communication with end users.
Reason for leaving: Company closure
Service Desk II July 2019 to July 2021
Alliantgroup, Houston,TX
Serve as first point of contact for customers seeking technical assistance by walk up, TEAMS chat, self-service portal, email or telephone.
Created incidents and service requests on behalf of clients when needed using ServiceNow ticketing system. Investigated and diagnosed incidents and researched solutions to resolve the ticket as needed. Continually updated service requests to maintain accuracy. Participated in the Service Desk inbox, accepted tickets (incidents) and updated the ticket appropriately.
Take charge and own all incidents: relaying incident information to the Service Desk Team Lead and Manager, ensuring high level of coordination and communication between the employees and Information Technology Team. Ensured all customer issues, incidents, and problems are raised within our internal ticketing system and reach resolution within company SLAs with a high level of satisfaction.
Performed a RCA (Root Cause Analysis) to determine, document and communicate solutions to our users for all issues. Developed/improved on processes and procedures for repeating issues.
Performed remote troubleshooting through diagnostic techniques and accurate troubleshooting.
Also assisted with file downloads and access requests for client files within Active Directory or Exchange
Escalated unresolved issues to the next level of support personnel or Applications team when needed.
Assisted with any recommendations and suggestions for improvements on procedures.
Answered all phone calls, provide quality “white glove” service to all callers while providing immediate priority to VIP users.
Assisted with onsite printer maintenance and repairs as needed. Worked with contracted technician on any escalated printer issues.
Also assisted with Dell laptop repairs and hardware maintenance. Work with Dell technician on any escalated issues. Assisted with imaging of laptops for new hires and needed repairs.
Worked with Applications team on resolving issues on an ongoing basis.
Ensured global organizational standards based on ITIL principles are implemented into daily Service Desk processes. Adjusted priorities to respond to pressing and changing demands caused by operational or project situations. Performed any other related duties as required.
Assist with all IT teams on any necessary project, upgrades or repairs to IT equipment
Assisted all departments with any and all file downloads and file conversions as needed
Assisted with after-hours support if needed & assisted in the On-call rotation.
Assist with training and/or guiding Service Desk I staff.
Reason for leaving: nDivision position
Technology Specialist II December 2018 to July 2019
Morgan, Lewis & Bockius LLP, Houston, TX
Assist in setting up conference rooms to use technology services such as video conferences, laptops, microphones and projectors.
Assist in imaging laptops for all new hires, interns and contractors joining the firm. Assist with set up, testing and installation of all new equipment received by the local office.
Assist where possible, in performing maintenance or recovery procedures to correct reported hardware errors. Performs standard preventive maintenance on encryption capable and unencrypted desktops and meeting room laptops.
Assist with issues involving Blackberry UEM on iPhone and Android devices.
Assist with office IT equipment moves, setup and/or breakdown per company policy.
Assist in the support and maintenance of HP laptops and desktops
Reason for leaving: Alliantgroup position
Associate Technical Support December 2014 to December 2018
KPMG LLC, Houston, TX
Assist in desk side support for users at local corporate office and at remote offices with software and hardware related issues, LAN/WAN, VPN connectivity issues, Windows issues, local and network printer setup and troubleshooting.
Resolving user’s issues with user or helpdesk initiated Fusion tickets and later ServiceNow tickets
Also assist with Outlook e-mail set up and Office troubleshooting.
Assist Operations in supporting of Audio/Video equipment in meeting rooms.
Installing and testing KPMG image on notebooks for new hires, re-images due to break/fix and migrations. Assist in new hire orientation classes with technology and its uses. Ensure that all newly imaged laptops go through a quality assurance checklist per company policy.
Assist in the wiping of all desktops, laptops, hard drives and USB drives per company policy and updating the inventory. Assist with obtaining and managing user hard drives and other user peripherals for legal matters, using company specific policies
Assist with maintaining accurate inventory of all hard drives and laptops and follow company policy on disposal of nonworking and out dates inventory. Assisted with inventory of hard drives for purposes of Win10 upgrade or re-images for repairs in Remedy and/or Fusion ticketing system
Assist with the wireless connectivity of all mobile devices both iPhone and Android within KPMG office. Assist with issues involving MobileIron on iPhone and Android devices.
Assist in Windows 10 migrations using company specific policy setup requirements and assist with post Win10 migration issues.
Assist with the maintenance and updating of all loaner laptops for users both in Houston office and at supported remote offices
Assisted with imaging, upgrading and maintaining of Win10 loaners in Houston and remote offices.
Assist with initiating tickets for user moves to other KPMG office locations and/or departments.
Assist with updating and maintaining of all switches, routers and servers in the Houston office and remote office. Assist all 10 supported offices remotely with any Windows, laptop and printer needs.
Maintain organizational and communication skills while displaying a positive, high-energy attitude assisting all level of associates in all supported offices.
Assist in the support and maintenance of HP and Lenovo laptops and desktops.
Working in a fluid environment while promoting effective work practices, working as a team member, and showing respect for co-workers. Working in a team environment using the necessary analytical skills to troubleshoot a variety of symptoms, diagnose problems, and test, recommend and implement solutions to technology problems to quickly and effectively resolve all user issues.
Reason for Leaving: Company outsourcing IT to Mexico
Education:
Jan 1994 to June 1995 - The Art Institute of Houston
Associate Degree in Music and Video Business
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