Cecil L. George
**** ****** **** ****, ****** Texas 76210 Phone: 469-***-**** Email: adbv0n@r.postjobfree.com
Summary Statement:
IT Specialist with over 10 years of experience in a call center environment, seeking a fulfilling position in Desktop Support and support of all IT needs that offer growth opportunities as well as allow me to utilize my technical skills and experience. My exceptional customer service skills along with excellent written and verbal communication skills, consistently convey competence and concern to end users while my strong ability to effectively multitask and perform with a sense of urgency for rapid resolution will add value to your organization.
Highlights - Troubleshooting proficiency, documentation and reporting, Microsoft Office expert
Professional Experience:
Allergan-Lewisville, TX Deskside Support Jan 2019–Nov 2019
Performed mobile IT support to multiple facilities and conducted daily meetings with team to provide updates
Installed and performed necessary PC Software updates as well as re-imaged Lenovo PC’s via SCCM and installed software
Received and performed hardware inventory
Assisted users with password reset and account activation via active directory
Logged and worked tickets via ServiceNow and trained users on proper utilization process
Worked with users on network line dropped and activating drops
Provided support for video conferencing hardware
Tracked and monitored all support requests to ensure timely resolution
Responsible for all workstations, printers and telephone services
Cardinal Health-Lewisville, TX IT System Analyst May 2018–Oct 2018
Installed, maintained, tested, analyzed and provided problem resolution for all local and remote hardware and software elements including PCs, cell phones, tablets, laptops, printers and other peripherals
Upgraded and transferred user accounts and data from old to new pc
Cross granted permissions for user accounts via AD and server
OS installations and upgraded performance & monitoring
Setup and maintained meeting and conference hardware
Setup new user accounts and network printers
Assisted Tier 1 support in resolving trouble tickets via Kace and ServiceNow
Converted and trained users from Jabber to Skype for Business as well as installed and supported Genesys interactive and Verint
Converted PC’s from PGP to BitLocker as well as prepared users and PC’s for work at home providing software upgrades
InComm-Richardson, TX Analyst II, Network Ops Center Jun 2017- May 2018
Monitored and controlled network to ensure all lines and sites were working properly via Splunk
Monitored various servers for alarms and or alerts, recognized alarms\alerts and resolved immediately
Escalated issues to proper channel when necessary and initiated the bridge when needed
Initiated the necessary procedures to manage and resolve system failures
Monitored CPU usage on all systems to allow for optimal functionality
Interacted with vendors accordingly to either resolve and or prevent system failures
Ensured compliance with security for auditing requirements; updated confluence with KB instructions
Strasburger & Price, LLP-Dallas, TX Sr. Desktop Support II Apr 2017- Jun 2017
Executive level IT support, supporting four remote sites including 200+remote end users
Performed desktop reimaging, repair and deployment as well as daily monitoring and removal of malware/spyware
Provided support for printers, scanners, iPhones, android, Mac and tablets as well as Citrix XenApp for remote users
Ran daily incident reports utilizing HEAT ticketing system
Deployed Windows 10 to users and provided technical support for both hardware/software configuration
Associa-Richardson, TX Desktop Support Tech II May 2016–Dec 2016
Performed desktop support for appx 400+ employees, vendors and branches as well as assisted users with issues via Citrix
Performed reimaging and file transfer for desktops and laptops, also via SCCM\Troubleshoot network TCP\IP issues
Ordered/purchased mobile devices for users via carrier websites and activate sim cards; Cisco IP Telephone configuration and installation
Upgraded/repaired desktops, laptops thin clients and mobile devices via Service Now and Fresh Service to modify and resolve tickets
Responsible for all training room computers\projectors and provided support during training class
Assisted with creating KB article setup schedule and trained help desk technicians
Retired old devices from AD when no longer available performing command line prompt using PowerShell
Provided support for all conference rooms and VTC setup as well as ran necessary wiring for conference rooms such as HDMI, VGA, DVI, AVID, ETHERNET
Lennox-Richardson, TX Desktop Support Tech II Mar 2015 – May 2016
Performed desktop support for all Lennox employees and contractors, Managed users and computers via active directory
Performed reimaging and data migration on laptops, desktops and tablets\Cisco IP Telephone configuration and installation
Purchased cell phones and activated mobile devices for users traveling outside the US
Repaired systems or replaced parts on desktops, laptops, tablets, printers and other Windows based devices
Provided audio-visual support for all conference rooms and performed network troubleshooting
Communicated with IT Management and vendors to plan and implement multiple off-site projects and users (Blackbox and Barrister)
Created/modified KB and quick tickets for Service Desk Level 1 technicians to resolve incident via first contact
Configured users and PC accounts permissions access via AD as well as provided training for customers and new technicians
Added PC’s to proper OU via active directory as well as added users and or PC’s to MacAfee/Client Security
Xerox-Dallas, TX Senior IT Helpdesk Lead Support Analyst Oct 2012 - Mar 2015
Supported multiple business units including ABC Radio and TV, Disneyland Resort, Disney Reservation Center, ESPN, Disney Publishing
Provided first contact Technical Support by documenting and troubleshooting individual issues using Service Manager
Performed diagnostics to determine corrective actions to execute while maintaining a sense of urgency in resolving issues
Verified callers and performed password resets for multiple systems including: Active Directory, SAP/Disney Portal, AS400, BlackBerry Enterprise Server, Mainframe/Rumba, Matra/POS, Avaya, Cisco VOIP, Avaya, Citrix, and over 200 proprietary applications
Performed blackberry, iPhone and other smart phone activation\troubleshooting as well as performed imaging for new employees
Enabled and configured MS Office Communicator\Microsoft Lync accounts using Communicator Server
Provided individual/group training to new analysts and hosted necessary one on one meetings with techs on SLA and talk times
Assisted with creating and modifying knowledge based articles, configured both users and PC accounts access via AD
Provided support for both Mac and Windows PC via remote connection also provided support for Citrix XenApp on desktop
Calyx Software-Dallas, TX IT Service Desk Support Mar 2012 – Oct 2012
Inbound and Outbound Installation of Mortgage Loan Origination Software called Point, using Trackzilla for ticketing
Assisted users with performing functions such as running reports, submitting loans apps to vendors that interface with the software
Implementation of server software on 2003, 2008 and 2012 R2 server along with IIS installation and SQL 2005/2008
Performed customer callbacks for Tier II level support when installation techs are unable to resolve issues
Assisted with training employees with the operation, installation and repair of the software\ performed minor desktop support
T-Mobile Dallas, TX IT Helpdesk Support Analyst Feb 2009 – Mar 2012
Handled over 100 inbound and outbound calls daily and resolved issues both technical and non-technical
Created and modified user’s role and accessed rights and permissions via Active directory
Established and participated in bridge calls to obtain additional information when necessary
Identified problems, performed diagnostics and determined corrective actions to execute to resolve customer issues
Educated customers on how to avoid future related problems while also serving as a direct point of contact using Remedy
Advised personnel on daily procedures and occurrences to achieve and maintain excellence
Followed and supported Workforce Management, Service Management and incident handling log and procedures
Performed daily account provisioning, modification and name changes within Oracle Identity Management (OIM)
United States Navy-USA Reserve Power-plant Technician May 1999 – May 2007
Performed routine maintenance on aircraft, hangars and barracks; other maintenance such as electrical, plumbing, cabling and network
Worked as Night Supervisor performing daily inventory utilizing inventory log to ensure accuracy
Performed basic electrical repair and corrosion prevention/control, prolific troubleshooting on mechanical and electrical equipment Maintained logs on training, safety, administrative and Human Resource information, attended and lead maintenance pass down meetings as well as attended routing meetings with Senior Officers and supervised/trained a diverse group of personnel to performance excellence
Education:
West Hills College Lemoore, CA
Lake Highlands High School Dallas, TX
New Horizon Irving TX
Certifications:
Mac Integration Basis Certified
A+ Certified (expired)
Dell Certified Systems Expert(DSCE)-Desktops and Notebooks
Skills:
Intense hardware break/fix knowledge, file backup/system restore, software upgrade/ install, desktop setup for new users
WI-FI, Bluetooth, GPRS, Client Server, TCP/IP, 802.11 Routers, VOIP, Server 2012, Switches, Avaya, Juniper and Cisco IP
Ghost Windows & SCCM Imaging Software, Jasper, Bomgar, Teamviewer, LogMeIn, TightVNC, Airwatch\MDM, Cisco AnyConnect VPN Client, Crestron AirMedia