Manager Support
Resume:
SUMMARY
** ***** ** ********** ** Software/Hardware support.
** ***** ** ********** ** Management, Project Management and Administration in Client/Server environment.
TECHNICAL
LAN/WAN/NAS/SAN Administration & Support
Active Directory Administration
Wireless A/B/G/N Administration & Support
SQL 6.5 thru 2012 Administration & Support
Microsoft Exchange 2003/2007/2008; Outlook 2000 thru 2013
Server 2003/2007/2008/SBS 2011 Administration/ 2012 Cloud Server
Supervision & Training of department personnel
Department budget & forecasting
HIPAA Compliance Officer
Hardware/Software plan, purchase, procure, deploy & asset tracking
EDUCATION
Northlake College– Irving, TX
Associates Degree - Business Accounting - 1983
EMPLOYMENT
Health and Human Services Commission April 2018 – Present
IT Site Supervisor for SSLC Austin, Tx
Manager Brenda Simmons 512-***-****
SSLC Austin, Tx.
Position Responsibilities
Supervise team of three.
Planning, organizing, prioritizing, training, guiding and evaluating team performance.
Provide technical analysis and support for approximately 1200 users on site and remote locations.
Coordinates with other HHS IT teams including Chief Technology Office, Project Management Office on major projects.
Ensure compliance with standard operating procedures.
Work with other agencies (i.e., DSHS) for access solutions through the DSHS firewall from remote location.
Played a major role in PC refresh testing for DADS agency.
NTTData (TXDOT Contract) October 2017 – April 2018
Networking Consultant Matt Bryant 830-***-****
Austin, Tx.
Position Responsibilities
Provide operations support to the client on a daily basis for engineering applications.
Familiar with MS SQL and can perform simple queries.
Networking: LANs / WANs / SANs, TCP / IP, VoIP, DNS, HTTP, Wireless / VPN Architecture
Hardware: iPads, iMacs, tablets, desktops, laptops, printers, scanners, projectors, Land Survey related hardware such as GPS data collectors, leveling devices, and total stations.
Applications: ServiceNow, Trimble Business Center, Microstation, Esri ArcGIS Desktop, Trimble Pivots
Compiles technical and user documentation for engineering applications such as Trimble Pivot.
Uses a ticketing application to consistently logged and monitored status to ensure fast, quality resolution of every issue.
Provide technical expertise and advice for complex surveying projects and/or performs specialized surveying activities under the supervision of a Registered Professional Land Surveyor or licensed Professional Engineer.
Performed general surveying duties as a member of a surveying party. Work may require travel. Work may require contact with governmental and/or private entities
Coordinated with and assists other sections as requested.
Performed backup and retrieval of GPS data and distributes to internal and external customers.
Used a variety of land surveying software and related hardware.
Automated survey systems with a focus in Trimble technology.
Exercised logic and reasoning to define problems, establish facts and draw valid conclusions; makes decisions that support business objectives and goals
Texas Health and Human Services (Contract)
IT Support January 2017 – October 2017
Austin, Tx Cleo Newman 512-***-****
Position Responsibilities
Perform complex network work. Work involves the implementation, maintenance, and monitoring of local area networks, wide area networks, and Internet and intranet systems. Train others. Works under general supervision, with moderate latitude for the use of initiative and independent judgment.
Performs tuning and capacity planning activities to enhance the performance of the network resources.
Monitors the performance of backup, recovery, and archival of files stored on the network.
Confers with network users on how to solve system problems.
Monitors remote network locations and communicates with those locations to obtain clarification of problems and to identify solutions or corrective actions.
Maintains the network's physical and logical structures, including all network connections.
Maintains network support software, analyzes user support statistics, and recommends appropriate measures.
Maintains the operating system and security software utilized on the network, including the addition of new users to the network and the establishment of rights and privileges.
Maintains the local area network or wide area network, Internet or intranet, cable and hub installations, and inventories.
Researches various hardware and software resources to identify strengths, weaknesses, and potential benefits to the agency.
Identifies and secures enhancements to network facilities.
Prepares training courses and provides user support and training in the use of available hardware, software, and utilities.
Assists with the development of policies and procedures for use at network facilities.
Midway Energy Services
IT Manager November 2015 – December 2016
Midway, Tx. Miguel Lopez 936-***-****
Position Responsibilities
Served as IT Manager to corporate and remote users. Ensured daily backup of servers. Provided support for remote mobile users.
Provided end-user support to all staff for computer and all communications systems
Resolved application and hardware problems; provide support for automation of operations
Install/update software; diagnose hardware malfunctions
Provided basic network and server support as required, including management of wireless network systems
Network AD and e-mail account creation, maintenance, and troubleshooting where appropriate
Providde support and management for document and fuel management systems
Implemented modifications to system configurations to accommodate upgrades/updates
Performed preventive maintenance activities; clean computers as required
Performed back-up and conversion operations; maintaining all computer systems
Provided information and training to staff on technology systems
Researched products/equipment for budget planning/purchasing
Managed procurement of hardware and software products, including documentation and management of existing devices; includes computers, printers, telephones, and mobile communication devices
Created and maintained documentation of all systems
Purchased and configured Dell Servers
Installed Windows Server 2016
Public Consulting Group
Support Specialist July 2015 – Nov. 2015
Austin, Tx. Steve Kernan 512-***-****
As Support Specialist, I ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Incident resolution involves the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Field incoming help requests from end users via a variety of intakes (phone, walkup, email, etc)
Document all pertinent end user identification information, including name, department, contact information, and nature of request or incident.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule incidents. Escalate incidents (when required) to the appropriately experienced technician.
Record, track, and document the Incidents and requests through Remedy ticketing tool. Ensure all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Identify and escalate critical incidents
KRG Technologies
Client Contract: Freescale Semicondutor March 2015 – July 2015
Austin, Tx. Robert Rodriguez 512-***-****
IT Support Team
Participating as part of a team of IT professionals who provide in-house technical PC hardware and software support for over 5000 business users. Responding to user trouble tickets and personally visit users to troubleshoot the nature of the problem and take the necessary course of action to resolve it.
Other duties include:
Build, repair and configure PCs and laptops as well as loading software
Setup applications (Outlook, Wi-Fi, VPN and Network Client Backup)
Troubleshooting Printers (network, print queue and setup)
Update asset information in asset management system
Support video conferencing, setup meeting areas and video systems
Handle escalations on priority
Coordinate with Offshore team to resolve issues
Tracking work tickets on ITIL based ticketing system (Service Now)
Maintain SLA with regular updates to the ticket.
ALL CLEAR COMMUNICATION
Consultant- Technical Services Manager Jun 2006 – Mar 2015
Desoto, Tx. John Blunt 214-***-****
Provided and marketed IT Support Services Support services range from basic OS and Office Suite to full network administration. Clients supported onsite and remotely through VPN/RDP, VNC or Web Host.
ALL CLEAR COMMUNICATION – Client Support & Projects
1. SCALABILITY EXPERTS Mar 2012 – Present
Infrastructure Support Specialist
Coppell, TX
RESPONSIBILITIES
Physical Network
Create and maintain cabling and drops from server room to user
Document cabling and port numbers
Provide switches and routers for areas where cable cannot be dropped
Support any other problems as needed
Servers
Maintain Active Directory including creating, editing, and deleting users and security groups
Set up and maintain Domain Name Servers and DHCP to provide internal networking for all users and servers
Set up and maintain Microsoft ISA firewall to provide, control, and secure Internet connection to network
Set up and maintain different server applications including SQL Server, Virtual Server, FTP, IIS, Exchange, System Center Operations Manager, Windows Deployment Services, SharePoint, Windows Updates, and others
Set up, maintain, and secure file shares for users. Includes ensuring there is sufficient hard drive space for all
Support and resolve server hardware or connectivity problems
Workstations
Create, document, and deploy standard SE images to workstations
Troubleshoot and configure applications and hardware
Support remote and onsite users as needed
Telecommunications
Liaison between the phone provider and the users
Use general troubleshooting to fix common problems and escalate to support as needed
Liaison between the e-mail provider and the users
Troubleshoot and fix common problems and escalate to support as needed
Set up, maintain and monitor all e-mail addresses, contact information, distribution lists, and space requirements
Other
Provide MSDN downloads and discs for consultants through uploading to the network or burning discs
Purchase all infrastructure equipment including servers, laptops, workstations, peripherals, accessories, upgrades and so on
Set up and record meetings as needed through Live Meeting or digital camera
Keep inventory of all equipment
Maintain and create InfoPath forms for business processes. Includes Reporting Services output monitoring
Create Virtual Machines for new software and for testing purposes. Distribute to consultants.
2. ORTHOPEDIC ASSOCIATES of LEWISVILLE Jan 2009 – Present
On Site and Remote Support
Lewisville, TX
RESPONSIBILITIES
Physical Network
Created and maintain wireless connections from wiring closet to user.
SonicWALL firewall support
Servers: Support of existing Windows 2008 SBS server.
Workstations: Support of existing XP desktops.
E-mail: Support of existing Microsoft Exchange Mail.
Support GE Centricity Practice Solution, MS Office Professional Suite and legacy software.
3. DALLAS BLACK CHAMBER OF COMMERCE Aug 2008 – Mar 2012
Consultant – (Remote and On Site Support)
Dallas, TX
RESPONSIBILITIES
Physical Network
Created and maintained cabling and drops or wireless connections from server room to user.
SonicWALL firewall support
Servers
Support of existing Windows 2003 based server.
Workstations
Support of existing XP desktops.
Support of existing Microsoft Exchange Mail.
Other
Support MS Office Professional Suite, NetBackup and legacy software.
4. CHASE BANK Oct 2009 – Dec 2010
Consultant – HP PC & Printer Refresh
Dallas & Ft. Worth, TX (All locations)
RESPONSIBILITIES
Led Printer refresh project in partnership with HP to replace older HP printers with new HP models.
Receive, unbox and record inventory of all equipment to be installed at B of A work site.
Reported any missing or broken equipment.
Setup, built and powered up printers to be installed at work site.
Used install matrix document for accurate placement of each printer, assigned subnet, and IP address.
Hardware
HP Printers, Multi-Function Printers and copiers.
5. BANK OF AMERICA Jun 2006 – Sept 2009
Consultant – PC & Printer Refresh
Dallas & Ft. Worth, TX (All locations)
RESPONSIBILITIES
Led PC/Laptop/Printer refresh project in partnership with HP to replace IBM and Lexmark hardware with HP for all B of A locations throughout Dallas and Tarrant counties.
Receive, unbox and record inventory of all equipment to be installed at BofA work site.
Report any missing or broken equipment.
Setup, built and powered up all PCs, laptops and printers to be installed at work site.
Used install matrix document for accurate placement of each computer or printer at the client locations.
Hardware
HP form factor PC and Laptops. Various models of HP Multifunction Printers and accessories
6. BENAVIDES LAW OFFICE Jun 2006 – Aug 2008
Consultant - On Site Support
Dallas, TX
RESPONSIBILITIES
Physical Network
Created and maintained cabling and drops or wireless connections from wiring closet to user.
Netgear Firewall Support
Server
Novell 6.0 SP5
Workstation: Support of existing XP desktops.
E-mail: Support of GroupWise Mail.
Other
Supported WordPerfect Office Suite, ArcServe Backup Westlaw connectivity.
Install/Administer/Novell network, GroupWise mail system and general desktop support.
Full Time/ Permanent Employment
MEDICAL THIRD PARTY RESOURCES Apr 2004 – Jun 2006
IT Manager
Grand Prairie, Tx.
Responsible for day to day administration, backups, network and desktop support.
Organized and oversaw: hardware/software purchases and technical support.
Highlights include:
oReduced IT administration costs by implementing VPN connectivity.
oConsolidated individual Access Databases to a web-based SQL health information database.
oResults:
Simplified and reduced costs
Boosted productivity by decreasing downtime, enhancing access and system performance.
ADECCO TECHNICAL Jul 2003 – Apr 2004
Client Contract: GE Medical Systems
System Support Engineer- Contract
Carrollton, Tx.
Technical Support of Centricity Practice Management applications and add-on modules.
Assigned Remedy Help Desk queue to track support and engage customers.
Resolved application related errors from desktop to server by phone, email and remote connection.
Highlights included:
oAssigned to 'Hot Cases' (customer down). Established successful track record of resolving.
BLUE CROSS/BLUE SHIELD of Texas May 1999 – June 2003
PC/LAN Manager
Richardson, Tx.
Responsibilities included: all IT operations and activities of staff
All IT operations and activities of staff
Hardware/software planning.
Oversaw purchase of desktops and servers.
Installation/Administration and GroupWise 5, Lotus Notes email systems and SQL 2000 database support.
Provided updates for FrontPage designed webpage.
Created yearly department budget forecasts and handled employee reviews.
Installed/administrated/supported Windows 2000/NT LAN/WAN on token ring topology.
Highlights included:
Lead project connecting all network resources with parent HCSC corporation in Chicago to provide new, expanded services to our internal and external clients.
QUEBECOR PRINTING, INC. July 1997 – May 1999
IT/IS Manager
Dallas, Tx. Lawrence Texada
Responsible for providing all I/S services.
Supported desktop and network connectivity; server performance; administration of Unix based Lucent Definity PBX system; support/administration of Internet/Intranet web sites.
Installed/administered/supportedADP payroll system; Outlook/Exchange; Oracle database; in house support Time Warner Apple/VAX desktop publishing system.
Highlights included:
Networks re-design.
Migrated plant from Novell 5.1 to NT4.0.
Migrated plant from Outlook/Exchange to web-based cc:Mail,
Setup of Oracle web-based inventory and order entry system
Installed/administrated/supported Kronos timekeeping system.
HYATT REGENCY HOTEL (Airport location) May 1996 – July 1997
IT/IS Manager
Dallas, Tx. George Limguanco
Responsible for all IT/IS services.
Supported desktop and network connectivity;
Installed/administered/supported Novell 3.1 server; UNIX based reservation/room key card system; point of sale system for Hyatt Bear Creek Golf pro shop; Tee Time reservation system; Golf course sprinkler system.
Highlights include:
Installed/administered/supported GroupWise email system;
Installed/administered/supported the Faxability network fax for the Sales department.
OVERHEAD DOOR CORPORATION Feb 1994 – May 1996
LAN Administrator (Promotion) Aug 1995 – May 1996
Dallas, Tx. Doug Bradley
Responsible for daily support/administration of Novell 3.1 network and GroupWise email.
Install/administration/Windows OS, applications, upgrades, hardware and enhancements; network connectivity; network traffic; backups; workstation and dumb terminals; desktop to AS/400 connectivity (Rumba) support.
Highlights included:
Migrated newly acquired Genie Corporation to OHDC Novell network.
Established companywide internet access.
OVERHEAD DOOR CORPORATION
PC Support Feb 1994 – Aug 1995
Responsible setup/support of user accounts, desktops and connectivity.
Provided inventory control and purchasing.
Novell 3.1 administration.
Highlights included:
Developed companywide PC platform and configuration standard,
Reduced troubleshooting and downtime.
Promoted to LAN Administrator.
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