ITIL and Customer Service Specialist Certified Senior Support Analyst with Lead, Asset, Project, and Incident Management experience.
Software: Active Directory, MS Office (2016/365) MS Exchange, Lync, Skype, Teams
OS: Windows XP, 7, 10
Ticketing: Remedy, Heat, Peregrine, Footprints, Service Desk, Spiceworks, and Service Now
Mobile: Android, iPhone
Printing: Print Servers, Local Printing, Wireless Printing, Network Printing
Video and VOIP: Polycom, GoToMeeting Blue Jeans, WebEx, MS Lync, MS Skype, Teams
Remote: Microsoft Skype and Lync, WebEx, Bomgar, VNC, MS Remote Desktop, Footprints, OneLogin
Other: VPN client support (Cisco AnyConnect and RSA), McAfee encryption, Kaspersky, Antivirus and Malware resolution, PBX and voicemail setup, Enterprise Voice with Microsoft Skype Lync, Avaya, Nextel and Cisco phones
Primary Services (Contract) Dec 2019 - Present
Providing Support to corporate and remote users users
Office 365 support and administration
Using Barracuda to maintain filter and\or release of suspected spam and other threats
Active Directory users and computer administration
Mobile and Hardware support
Conference room and Audio-Visual support
Network and Windows 10 and 7 support for end users
Transwestern October 2015 – August 2019
IT Analyst (Tier 2 Desktop and Field Support)
Provided executive and local support on system, network, printers repair and maintenance in a Windows environment.
Worked on a Windows 10 rollout, migrating from Windows 7 to 10 providing constant MS Office\Office 365 support.
Involved in Polycom and Skype rollout and provided support for Cisco AnyConnect for mobile users.
Provided Active Directory Account administration using company defined guidelines and granted AD permissions and security group support.
Created email accounts and enabled unified voice/voicemail using MS Exchange.
Performed Equipment and software procurement, inventory/asset management.
Assisted server team in providing server support when needed.
Provided mobile device support, including MDM, Android, and IOS, and Polycom and Skype phone support.
Oversaw A/V Conferencing.
BMC Software November 2009 - April 2015
Desktop Systems Administrator
Consistently led team in number of issues resolved, resolution rates, and project completion.
Provided Windows support on Windows 7/10 and MS Office.
Led team training and provided training documentation and recommendations to both end users and staff.
Supported and rolled out Microsoft Lync Enterprise Voice.
Directly involved in successful Lync EV transition Project from Avaya phone systems.
Provided call queue management with CSM and Incident management with Remedy.
Performed Asset Management for Department for hardware and software licenses.
Worked with Active Directory to administer user account and distribution lists/security groups.
Imaged over network using BladeLogic.
Set up email and provided software support for Wireless devices.
Supported McAfee endpoint encryption with installation, support, and recovery.
British Gas November 2008 - May 2009
IT Security Analyst and Compliance Technical Analyst (Contract)
Created users, security groups, email accounts, and distribution lists using Active Directory.
Scanned Network vulnerability using Qualys and Security compliance reporting with Symantec Compliance Control Suite.
Enforced security policies with non-compliant processes, systems, and users.
Worked within data ownership project to clean up Active Directory.
Performed company-wide server vulnerability reporting using Qualys.
Identified vulnerabilities and potential threats and ensured server and network teams are completing their responses to the reports.
Created customized reports on users, groups, and computers using Symantec Compliance Control Suite
Serimax North America, LLC June 2008 - November 2008
Senior IT Specialist Support Analyst
Lead Support Analyst in providing desktop and remote desktop support to end users including VPN support, network and server support and mobile support including iPhones and Androids.
Created documentation for IT processes and procedures to standardize and optimize the IT group and its role within the company.
Provided asset management for all hardware and licensing for software.
Robert Half Consulting (Contract) July 2007 - June 2008
IT Support Analyst
Client: Rowan Companies
Lead Support Analyst with highest number of tickets and highest resolution rate providing on-call support for local and international users and off shore rigs for desktop and helpdesk support in a Microsoft Windows environment.
Provisioned Active Directory user and email accounts.
Created training manual and standards for Rowan Companies with heavy emphasis on technical ability and end user satisfaction.
Client: The Stage Stores
Provided Remote support to all stage retail stores including Bealls and Palais Royal.
Provided support for hardware and software issues for end users and POS support for all stage store personnel.
Network support for all stores to ensure continual operations within all retail locations.
Weatherford International, Inc. April 2006 - April 2007
Senior Support Analyst
Led group in number of tickets worked on and resolved resolving technical issues within a MS Windows and MS Office environment.
Account management using Active Directory
Provided VPN and connectivity support, Blackberry support and Wireless device support and AS400 printing support
Halliburton May 2005 – April 2006
IT Analyst (Contract)
Co-authored Halliburton Knowledge base for the ESG center.
Commissioned Satellites with Cap Rock for field network connection.
Provided remote Support for all local and off shore rig workers.
Account user management support with Active Directory.
Monitored network outages for all sites local and international sites.
University of Houston
Wharton County Junior College