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Desktop Support Manager

Houston, TX
May 18, 2020

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Earl Heard

713-***-**** • •

Support Service Administrator

Tenured IT professional with 17 Years of experience in the support of network servers, desktops, and other peripherals. Consistently receives glowing recommendations from peers, supervisors, and clients.

Refined relationship-building skills and experience collaboratively with users.

Experienced Inter-departmental collaborator; A team leader that ensures projects and information are thoroughly relayed promptly.

Well-prepared for every job effectively communicates pertinent project information to all stakeholders and consistently meets deadlines.

The constant focus on employee training and development.


Windows Server 2012 and up

SQL Server 2007 and up

Active Directory

Remote Desktop Manager


Dell Product, Android, and Apple products

Outlook, Office 365 and Lotus Notes

Skype for Business


Cisco Two Factor


Trend Micro and Malwarebytes


ServiceNow and Cherwell Ticket System

Altiris Ticket System

Service Manager EMEA2

SAS, Stata and other statistical software

Adobe Suites

Box Software

Endnotes/Reference Manager

FTP Packages and WinZip

Microsoft Surface


Cybrary, Greenbelt, MD Nov 2018

Microsoft Active Directory Domain Services Certification

Certification Number - SC-1bc3ea1a3-4f492e

Adept Minds, Houston, TX July 2018

AWS Architect Training Certification (In Progress)

New Horizons Computer Learning Centers, Houston, TX Jan 2018

Security IT Associate Program

oCompTIA Security+ Certification (In Progress)

oCompTIA Network+ Certification (In Progress)

American Intercontinental University, Schaumburg, IL Nov 2004

Cum Laude; Bachelor of Information Technology

Professional Experience

NTT Data – AIG, Houston, TX

10/2019-Present Desktop Support Engineer /Tech Bar/Help Desk

Administrator and desktop support of 40000 employees.

Support and manage user accounts in Active Directory.

Management of user RSA Software tokens accounts.

VMWare WorkspaceOne Mobile Device Management Support/Enrollment.

Imaging of laptops and desktops using SCCM/WinPE.

Support and troubleshoot Apple products.

Activate and /or iPhones and Ipads

Troubleshoot issue with Windows 7, Windows 10, and Office365.

Maintain tickets using ServiceNow.

Customer Service Support Tier 2

Order of New Dell laptops and/or accessories

Repair and replacement of Dell hardware.

Aristoi Classical Academy, Katy, TX

06/2019 – 09/2019 System Administrator/Desktop Support Engineer

Administrator and desktop support of 250 employees.

Using the Cisco Meraki Dashboard to diagnose and troubleshoot wireless, security, switching, and other various network-related issues reported by the users.

Support and maintain system standards on Windows Server 2012R2.

Management a large amount of data and priorities with flexibility.

SQL familiarity, basic troubleshooting of DB exceptions, SQL queries, etc.

Serve as a liaison, interfacing with external clients.

Support and maintain Kyocera network copiers/printers.

Support and maintain Cisco IP’s phones.

Support for AV equipment via conference room.

Advanced Knowledge of Active Directory, DNS, and Confidential in an enterprise environment.

Assist Administration, Department Chairs, Team Leaders, and Office Staff in training/implementing technology for their departments.

Give high-end users support for technology i.e. Marketing/Communication, PEIMS coordinator, Administration, School Board, and Gradebook.

Complete enterprise-wide projects in a timely and cost-efficient manner.

Documentation and resource creation i.e. campus maps, form, forms folder, writable forms, etc.

Purchase needed technology equipment and software, research costs, and obtain quotes

Maintain, update and issue out all staff computers and equipment in/out yearly.

Administering PowerShell on Active Directory, Active Directory Federation Servers, Microsoft Azure, Active Directory Connect, Group Policy and generate reports.

Maintain specialty software and licenses such as Discovery Ed., BrainPOP, online textbooks, Rand McNally website, etc.

Prepare for state-mandated testing using HP, Dell, and Lenovo computers.

Determine and provide instructional technology training for faculty/staff.

Back up all computer information with a priority of Headmaster, Business Manager, Assistant Headmasters, Special Education Coordinator, and Instructional technologist.

Other related duties as assigned.

MD Anderson Cancer Center, Houston, TX

03/2019 – 06/2019 Associate IT Support Technician

Network Access Control Project support for 23,000 employees.

Assists customers and customer departments’ support personnel in resolving assigned hardware, software, integration, and operating system-level problems in the desktop, mobile computing, and network environments.

Identifies problems, applies optimum solutions and communicates the resolutions.

Owns assigned issues, maintains complete, accurate and up-to-date incident tracking information, escalates to appropriate support departments and follows up with departments.

Create tickets in Cherwell ticketing system.

Shell Corp – Woodcreek Complex, Houston, TX

10/2017 – 10/2018 Desktop Support Engineer

Refresh of 600 HP Windows 7 to Windows 10 laptops.

Deployed/Refreshed new workstations.

Provided end-user break-fix for EUC equipment's Troubleshooting abilities consisting of Windows XP - 10 operating systems, network infrastructure, network configuration, and PC hardware.

Install new / rebuild existing PC’s configure hardware, peripherals, services, settings, directories, storage, among others.

Backed up of user data using Shell EZ Backup application.

The configuration of HP laptops and Shell applications.

Imaging using Microsoft Deployment Toolkit.

Confirmed users PST convert into Office 365.

Experience using the system such as Remote Desktop Manager, Active Directory, and Service Manager EMEA2.

Knowledge of wireless networking and VPN technologies.

MD Anderson Cancer Center, Houston, TX

11/2006 – 05/2017 Support Service Analyst

Supported, maintained network server and 1000 end-users’ support within the division.

Contributed and maintain system standards on Windows Server 2012R2.

Conduct performance tuning and optimization proactively of the SQL database.

Designs, tests, executes and refines backup/recovery of SQL database.

Provided end-user break-fix for EUC types of equipment.

Applied OS upgrades and fixes when needed.

Setting up or removing user accounts in Active Directory.

Granting users network, data, systems, and application access through Active Directory.

Created Group Policy Objects (GPOs) throughout the Active Directory.

Troubleshoot end-user issue using Dame Ware.

Configured and updated system application per project and/or operational needs.

Installed and maintained Windows 7 and 10 OS.

Diagnosed desktop issues in Windows 7 & 10 environment.

Maintained and configured: iPad and iPhone using AirWatch and Box, Android devices, and Surface devices.

Maintained mobile devices using Cisco Two Factor and Bit Locker.

Deployed 20 plus refresh lease equipment monthly.

Support AV equipment via conference rooms.

Experience using the ticketing system in Altiris and Cherwell.

HIPAA Knowledgeable.

MD Anderson Cancer Center, Houston, TX

08/2001 – 11/2006 Support Service Coordinator

Supported and maintained 200 end-users within the department.

Provided end-user break-fix for EUC types of equipment.

Provided Level 2 support per request from end-users.

Experience using the ticketing system in Altiris and Cherwell.

Troubleshoot end-user issue using Dame Ware.

Maintained mobile devices using Cisco Two Factor and Bit Locker.

Deployed 20 plus refresh lease equipment monthly.

Support for AV equipment via conference room.

Created Visual Basic scripting to automate an everyday process.

Maintained a Linux server.

Consulted with departmental personnel regarding issues and management requirements.

HIPAA Knowledgeable.


Won 3 “Awesome Job Awards” in 2016

Won “Citation for Excellence in General Administration” in 2012

Won 2 “Performance Awards”

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