IT PROFESSIONAL

Highly skilled Desktop technician, specializing experience in IT software and hardware end-user support, along with database and data analysis skills. Proficient in Microsoft Office 365 Cloud installation, account setup and application support. Proven successful record diagnosing and resolving technical/customer inquiries. Good and strong understanding of networking and database management. Able to clearly understand problems and find positive solutions through use of troubleshooting, critical thinking, problem solving, teamwork and communication.

CORE STRENGTHS

20+ Years Help Desk Experience

Excellent experience in Microsoft Office 365 Cloud, Microsoft Office Suite 2013/2016

Working knowledge of current technologies

Strong analytical skills

Knowledge of Laptops, Wyse Thin Clients and Desktop PC’s hardware configuration & diagnostics

Excellent communication skills

Experienced in Windows XP/Vista/7/8/10, Windows Server 2008 R2 & 2012, iOS & Android

AS/400 IBM

CRM, Service Now, Remedy, Track-IT

RSA token configuration

Network Management

Network Security knowledge

MCSE & CCNA Certified

Bomgar & PC Anywhere

Solarwinds Orion Network Management Tool

What's UP Gold Monitoring Tool

SCCM, Ghost Imaging

Citrix Receiver/Citrix Xenapp

EDUCATION

Cisco CCNA

Global Knowledge

Dallas, Texas

MCSE

Microsoft Service Academy

Irving, Texas

Communications Certification

Big Bend Community College

Moses Lake, Washington

Telecommunications Certification

US Army Telecommunications School

Fort Gordon, Georgia

PROFESSIONAL EXPERIENCE

IT Field Technician, (Contractor)

Cox Automotive October 2017 – August 2019

Provides end-user installations and support by troubleshooting issues and provide problem determination/resolution for system configuration, servers, network, hardware, and software.

Provide support for Microsoft Office 365, creating and maintaining user accounts in Active Directory, and assignment of software based on licensing

Responsible for installing, diagnosing, repairing, maintaining, upgrading and imaging all Dell PC’s and Laptops to ensure optimal workstation performance. (ie. Laptops, desktops, printers, wireless access points, servers, etc.)Configure networks using TCP/IP with access points, servers and routers

Work closely with development teams to plan and analyze, to test and debug applications and web pages

Software upgrade (OS, patches, and application) and Client/Server migrations.

Mapped printers and drives for end users

Lead/Designated support technician, traveling between remote offices to support end users during weekly auctions with VIP clients

Served as a single point of contact supporting 200+ end users in a Dell environment

Help Desk Support Analyst II (Contractor)

Remington Hotels, Addison, TX Feb 2017 – May 2017

Provide superior customer service to customers in an accurate, efficient and timely professional manner

Handles routine and complex customer inquiries in a Helpdesk environment

Provide assistance and basic troubleshooting regarding service, delivery, installation, outages, and component level problems

Provides feedback and/or updates on critical issues to upper management team as needed

Uses strong, confident and professional customer care skills to assist end-users in a proficient and timely manner

Assist clients by asking appropriate probing questions when an established protocol is not present or when dealing with a unique uncommon problem

Follow proper escalating paths

Responsible for imaging new desktop and laptops for new and existing users with all necessary applications and tools to efficiently and effectively perform job duties

Supported Light speed application used for invoicing across all hotel sites and brands

Provide support for Microsoft Office 365, creating and maintaining user accounts in Active Directory, and assignment of software based on licensing

Responsible for setup of Gmail and alias Gmail accounts in Active Directory for all hotels brands and offices under Remington management

Responsible for remote access to the Network and Servers to research and troubleshoot issues

Supported URL based Oracle sign on issues for end users

Served as a single point of contact for end users to receive support and maintenance within the organization. Creating and documenting and resolving tickets for end users issues via an internal ticketing system

Responsible for mapping shared drives and network printers for end users across all sites and brands

Responsible for installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance. (ie. Laptops, desktops, printers, wireless access points, servers, etc.)

Desktop/Infrastructure Technician

VertexOne, Richardson, TX July 2010 – November 2016

Applied root-cause analysis and troubleshooting skills to resolve a wide range of software, hardware and network issues

Provided technical support to both internal and external clients

Prioritized and escalated issues where required

Installed, configured and modified hardware and software to ensure optimal performance

Planned and led training sessions for new and existing users

Monitored, logged and tracked all phases of help desk support including Executive’s support

Served as a single point of contact for end users to receive support and maintenance within the organization

Maintaining inventory of all hardware as well as evaluating and recommending products for purchase

Assist management in developing long term strategies and capacity planning for meeting future desktop/laptop hardware needs

Responsible for installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance. (ie. Laptops, desktops, printers, wireless access points, servers, etc)

Lead/Designated support technician for Oncor and GNG. Responsible for traveling between offices to support end users and core company projects to enhance applications and system optimization

Responsible for the migration and installation of Microsoft Office 365 Cloud and the setup of user accounts based off custom package purchased. Distributed and supported over 600+users with the different Microsoft applications that were company defined

Responsible for installation and ongoing support of NICE software for company call centers

Network Operations Analyst, (Contractor)

Baker Botts, L.L.P., Dallas, TX November 2008 – April 2010

Responsible for monitoring operations of 2 Major Data Centers and initial security events of internal and perimeter systems.

Setup work station for users, Laptops and desktop pc’s and printers

Responsible for LAN/WAN design, installations, configuring, monitoring and maintenance of communication equipment and data circuits

Configured Cisco Routers and Switches for DSL, CABLE, NVPN, IPVPN, and Frame Relay Connections with QOS and MPLS

Configured Routers using OSPF, EIGRP and BGP

Configured Cisco ASA5505, PIX501 and AP1131 for wireless connections,

Perform tasks associated with managing a production Data Center environment including but not limited to; installation of hardware, network cabling, facilitating hardware maintenance activities

Responsible for the support of local and overseas facilities

Provide after-hours support for problem escalation and weekend coverage for network maintenance and upgrades

Responsible for setup of VPN connections for users

Responsible for documenting and maintaining policies and logging network and server issues

Worked with major Network and ISP providers on troubleshooting outages and latency issues

Responsible for creating network topology maps and APM alerts for all network devices using Solarwinds Orion

Responsible for daily reporting and briefings of all network incidents to IT management

Responsible for the initiation and completion of Track-IT tickets sent to IT operations

Responsible for coordination and communication of scheduled/unscheduled Network system outages

Network Administrator

D. R. Horton, Arlington, TX November 1999 – August 2008

Responsible for LAN/WAN design, installations, configuring, monitoring and maintenance of communication equipment and data circuits

Configured Cisco Routers and Switches for DSL, CABLE, ISDN, NVPN, IPVPN, T1 and Frame Relay Connections

Maintained Network monitoring management tools: Solarwinds Orion, CiscoWorks and WhatsUp GOLD

Responsible for documentation of all LAN/WAN infrastructure using Microsoft Visio

Responsible for maintaining network availability and security

Configured Routers using BGP, EIGRP, OSPF and RIP

Responsible for trouble shooting and working closely with major network providers to resolve network outages and open trouble tickets when necessary

System Engineer

Microsoft, Irving, TX October 1997 – October 1999

Technical engineer to Microsoft's Premier Clients supporting the software applications for over 100 SNA Servers

Utilized in depth knowledge of SNA architecture to design, plan, deploy and troubleshoot NT and SNA environments

Provided customer consultations and support in upgrading hardware and software within SNA architecture

Supported the clients SNA configurations to the AS/400, Mainframe VTAM and NCP connections

Created knowledge based articles for Microsoft SNA Server issues

Selected for the for the first ever Microsoft Service Academy and received MCSE certification after successful completion of academy

REFERENCES AVAILABLE UPON REQUEST

Curtis Walker, Sr.

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