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Desktop Support Software

Denton, TX
February 20, 2020

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Cecil L. George

**** ****** **** ****, ****** Texas 76210 Phone: 469-***-**** Email:

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


West Hills College Lemoore, CA

Lake Highlands High School Dallas, TX

New Horizon Irving TX


Mac Integration Basis Certified

A+ Certified (expired)

Dell Certified Systems Expert(DSCE)-Desktops and Notebooks


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

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