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Desktop Support Manager

Dallas, TX
July 22, 2020

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Walter Lundy

Dallas, Texas *****

Day Phone: 903-***-**** Email: -


Customer Service / Project Management / Management / Technical / Executive Support / System Administration

●Project Manager, Manager, Supervisor, Team Lead, Level 3 Technician, Executive Support Technician

●Proficient in all versions of Windows OS, Unix, Macintosh, Routers, Switches, Bridges, DNS, Networking as well as PC’s, software, Project Management, installations, PDA devices, Load balancing, Clustrering, Telco (10+ years’ experience) Office 365, VOIP phones, Cisco, Avaya, Cloud based. Multiple Ticketing Systems, Service Now, Remedy, Solar Winds, proprietary, Databases, Oracle, .NET

●Experience with end-user support process for desktops and connectivity (first-call resolution, problem tracking via automated systems, prioritizing work requests)

●Proficient in Dell, Xerox, Lexmark, Multifunction devices and HP printer management, up to and including physical replacement, network programming, and device setup

.●I have excellent client service skills including the ability to vary style to client knowledge level and ability to troubleshoot over the phone, Able to work well independently as well as with a team.

Excellent written, verbal, and communication skills

●Epic Support Analyst,

●Able to provide support for multiple Business Environments, Airlines, Hospitals, ISP, School Boards, Banking, Point of Sales, Law Firms, Collection Agencies, Insurance, Animal Hospitals, Call Centers, Manufacturing, Automotive


MCSE, A+, CCNA, Net+, Dell


12/1998 – 12/1999 North Lake Community College Irving, TX

Business & Data Communications, MS Networking, Computer Information Systems

06/2001-08/2001 Cisco Academy Dallas, TX

Interconnecting Cisco Devices


9/2015 – current Health Smart Benefit Solutions

Desktop Administrator

Active Directory, Desktop, Application, Server Support, Executive Support for Corporate, and satellite offices. 30% travel to the local offices. Remote support and hands on support, Video conferencing, VPN support, All versions of windows, proprietary application support, Mac, iPhone, iPad support, Ticket monitoring and assigning. WIFI, firewall support, Provide remote and onsite support for our local clinics. Upgrades, migrations, Tape backups, VoIP support, Avaya, Cisco, Office 365 exchange support. Technical Documentation defined by organizational standards, training, mentoring, communicating difficult sensitive information tactfully. Monitors and tests system performance and provide performance statistics and reports, Administers and maintains end-user accounts, permissions, and access rights. Interacts and negotiating with vendors and contractors to secure products and services,

1/2015 – 9/2015 – Bank of New York

System Administrator / Desktop / Network / Application Support

System Network, Application and Desk side support, Windows 2012 Server, PC, Laptop hardware support, Printer Support, Support, MS Exchange managing and supporting, MS Windows Support, Network Support, MS Office Support, Active Directory, deploying images and software, Windows 7 support, VMWare, DNS, Imaging, Network, PC, and Operating System migration. On call 24 / 7, Network maintenance, single point of contact, for all three Dallas locations, Corporate Office, Warehouse, and Administrative Offices. Develops and maintains training materials and server documentation, conducting research on emerging hardware and software products, services, protocols, and standards in support of procurement and development efforts, Deliver informative, well-organized presentations,

recognizes system deficiencies and implements effective solutions.

1/2015 – current Self Contractor / Consultant

Managed Services, Imaging Deployment Upgrades, clients Fannie Mae and City of Dallas

8/2014 – 1/2015 Luminator (project) Dallas, TX

Upgrading firmware, software, and hardware on Dart’s WIFI, gps, bus control vehicle network monitoring equipment.

4/2013 – 8/2014 Mercy Ships Van, TX (project)

Desktop / Network / Application Support

Desk side support, PC & Laptop hardware support, Printer Support, iPhone iMac, Support, MS Exchange, MS Windows Support, Network Support, MS Office Support, Active Directory, deploying images and software, Windows 7 support, VMWare, DNS, Imaging, Network, PC, and Operating System migration.

3/2013 – 2/2014 Greenbrier Rail Services (contractor ) Forth Worth, Corsicana, & Cleburne TX

Network Administrator / Desktop Support

Installed and configured network routers & switches Alcatel 7450/7550 routers and Alcatel, main point of contact for vendors and contractors, Supported all company applications, Repaired Kronos time clocks & application support,

Upgraded Network from Windows XP to Windows 7

Desk side support, PC & Laptop hardware support, Printer Support, iPhone Support, MS Exchange, MS Windows Support, Network Support, MS Office Support, Active Directory, deploying images and software, Windows 7 support,

8/2012 – 3/2013 City of Rowlett (contractor) Rowlett, TX

Desktop Support/Executive Support

Desk side support, PC & Laptop hardware support, Printer Support, Iphone Support, MS Exchange, MS Windows Support, Network Support, MS Office Support, Active Directory, deploying images and software, Windows 7 support,

For City council, Police Department, Fire Department, Economic Development, Public Works, Animal Shelter, Provide Executive Support for, City Council, Mayor, City Manager, Police Chief, all other related I.T. issues as needed.

Upgrading the Network, Implemented SCCM


7/2012 – 8/2012 DrPepper Snapple / HCL Contractor (Project)

PC Refresh Technician

Re-imaged laptops, Laptop repair, software installation, Application troubleshooting, data backup and restore of .pst files, .ost files, and Lotus notes profiles. Adding and removing users PC to and from the domain, Adding users to AD groups. Work with end users to assure that profile and data on new laptops were configured properly.

5/2012 – 7/2012 University of Mississippi Medical Center (Project) Jackson, Mississippi

Epic / Desktop Support Analyst Supervisor

Train users and support desk to understand and incorporate best practices and regulatory needs into the input that they provide to the Epic core team, Help the Epic project team to standardize workflows across the units and the hospital.

Assist with department, integrated, and usability testing of Epic applications; hands on use of Epic

Reinforce training for staff in their departments, including completion of department-specific competencies, as assigned, familiar with password use and change procedures and understand the security breech processes

Lead, reinforce, and validate standard workflows and best practices, Provide “front-line” support for all users within their departments and relay issues to the IT team, Mentor the staff in their assigned support areas in using applications by being approachable and available, Prioritize patient care and safety at all times, Attend daily issues meetings, report back outcomes to their departments, and distribute daily communications, UMMC as tip sheets, to help implement the changes, Guide the staff in using the EMR as a tool to help them do their jobs and Support of new hire employees on their units that they support, Attend additional training as required for continued competency on Epic functionality

Lead and reinforce optimized application use, along with the training or optimization team and department leaders Assist with testing and review of Epic upgrades as well as project prioritization, Attend and actively participate in regularly scheduled Supervisor meetings in order to represent the departments’ end-user and manager concerns and requests, Conduct chart reviews or other audit functions within your area if requested, Participates in all unannounced downtime drills

1/2012 – 4/2012 KL & G Law Offices (Project) Dallas, Texas

Network Analyst

Upgraded network, PC refresh, Migrated users from Lotus Notes 7.0 to Microsoft 2010, Upgraded network switches and routers, assist Telco with circuit testing, load balancing, Migrated user to latest version of AD,

Packaged applications, Upgraded deployment console from Altiris to SCCM, Encrypted Drives, Migrated Data to windows 2008 servers, Configured new VLANS, Configured Trend Micro, Synched Blackberries with Exchange Server.

8/11 – 12/2011 South West Airlines (Project) Dallas, Texas

Support Desk Associate

2nd Level Internal Desktop Support, PC Support, Citrix, Microsoft Office Applications, password reset, Mainframe Support, Active Directory, Blackberry, Exchange Support, Airline Applications Support, Printer, Kiosk, SCCM

11/2010 – 3/2011 Texas Health Resources (Project) Arlington, Texas

Service Desk Associate

System upgrades, 2nd Level Desktop Support, PC Support, SCCM, Citrix, Microsoft Office Applications, password reset, Mainframe Support, Active Directory, Blackberry, Exchange Support.,

12/2007 – 11/2010 Children's Medical Center of Dallas (contractor) Dallas, Texas

Desk Side Support 3rd Level Desk side support, PC & Laptop hardware support, Printer Support Dell, Xerox, Lexmark, Email support, Exchange, GroupWise, Cerner, Techsys, Epic application support, Microsoft Windows Support, Network Support, Microsoft Office Support, Novell NetWare & ZEN Works, SMS, SCCM, Citrix Support, Active Directory, Dispatching tickets, maintaining SLA’s, Heat ticketing system, PDA’s, Blackberry / BES, Designing and updating internal support website Altiris deploying images, and software, Windows 7

1/2010 – 4/2010 Apple Addison, Texas

Helpdesk Support

Phone support for IMACS, Safari, iPhone, iPad, and iTunes

09/2007-12/2007 Boy Scouts of America (Project) Irving, Texas

3rd Level Support

3rd Level Desktop for all the National councils and Scout shops, Network support, Printer support, Application Support, Email support, Microsoft Windows and Microsoft applications support, Outlook, support for Blackberry / BES, Active Synch, Crystal Reports, SCCM, Adobe Acrobat, Sell Wise POS support.

08/2007-09/007 Epic Learning (Project) Dallas, Texas

Technician / Support

Re-imaging laptops using Norton’s Ghost cast server, Laptop repair, software loading, and

Application troubleshooting, Blackberry / BES support PC and Laptop Technician, triaging, Repairing of Laptops for various computers manufactures Gateway, Dell and Macintosh, Customer Service, responsible for contacting customers concerning the status of PC/Laptop

07/2006 – 07/007 Laquinta Corporate (Project) Offices Irving, Texas

Lead / Technician

Remote configuration of PC’s and routers, and access points, upgraded software, drivers, firmware, Implements standards for network configuration and end user support, for wireless networks at each hotel location,

04/2006-05/06 Michaels Craft Store (Project) Dallas, Texas

POS Support Technician

Backing up Legacy IBM mainframe and Unix POS systems, and reloading the data onto the new IBM POS systems,

Assisting field technicians with setup,

12/2006 – current Freelance Dallas, Texas

Self-Contractor Consultant

Updating, troubleshooting, and designing web pages,,,,, and

PC repair

06/2006 - 12/2006 Army Air force Exchange (Contract) Dallas, Texas

Desktop Support

All areas of IT / desktop support for Army Air force Exchange, Military encryption software support, classified documentation support, Blackberry / BES, Printers, Hardware Laptop/ Desktop Support Analyst Network/Cisco Router Support, Active Directory, Wiring Closets, Vendor Relations, Microsoft Office Applications, approved software Windows support, Part of a six person team responsible for Cisco VOIP rollout in a new Call Center, which included setup of all Network PC’s and printers, Video Conferencing, VPN Support,

01/2006 - 06/2006 Perot Systems (contractor) Plano, Texas

Help Desk Remote Desktop/ Phone Support for AAA

Support for: PC Hardware, Software, Microsoft Office, Novell, Citrix, Windows 2003 Server and approved applications, Blackberry / BES support, Printers, Mainframe, SMS, Cisco Routers, Circuits, Password resets, Avaya Phones, Fax Machine support, VPN support, Lotus Notes

12/2004 - 01/2006 FedEx Kinko’s Corporate (Project) Plano, Texas

Helpdesk Analyst II Point of Sale

Received escalated FedEx Kinko's Office and Print Center support requests from 1st level and field techs, provided second level troubleshooting. Created, reviewed and tested solutions and forwarded to the product analyst for approval.-Ensured compliance with Support Services Escalations Procedures-Performed second level troubleshooting on escalated incidents-Proper logging of troubleshooting steps taken in text of call record-Performed call-backs on current open issues-Received incoming support requests directly from test locations, install teams and TSAs, Provided support for Windows 2003 Server, Remote Desktop, Cisco, and Net gear Routers, T1 circuits, Co-op testing with Telco’s, Fax Machine support, VPN Support

04/2002 - 12/2004 Self Employed - Consultant Self Contractor - Arlington, Texas

Self-Contractor – Consultant

Consulting, for home and small business users consisting of but not limited to: repair, web page design, reselling, hosting Domains, software support, upgrades, remote desktop configuration, network design, training on the use of new technology, backups, setting up service with local high speed ISP providers, advice, configuration of PC’s for use with high speed ISP, VPN setup and support

01/1999 - 04/2002 Verio /NTT /Tier 1 ISP Dallas, Texas

Level2 / Technical Support Manager/ Supervisor

Customer Service, Internet and Email support for Windows, Unix, and Macintosh, VPN, Dialup Internet Support, Dialup Level 2, Dialup & Dedicated ISDN Support, Dedicated Connection Support on Cisco, Juniper, Alcatel, Flow point, Netopia, and other various routers (Frame relay, sonnet, dam t-1, t-3, ATM, all of our equipment consisted of Cisco & Juniper routers ), troubleshooting customer router configurations, Email Support, DNS, MX Records, DSL Support, Premier Customer Support, Cooperative Testing with Telco including Verizon, Scheduling dispatches, Dedicated Level 2/ Tech Support Manager/Supervisor, employee training. Set and maintained SLA’s,

02/1998 - 12/1999 PC Service Source Irving, Texas

PC, Technician

Laptop repair, hardware, software, diagnostics, replaced all peripherals, internal parts, imaging and shipping.

03/1996 - 11/1998 State Farm Data Center / Fluor Daniel Irving, Texas

Corporate Security, Lead Officer

Monitoring building status using building Monitoring software, Software support for building monitoring system on Apple Macintosh Computers, Building Alarm System maintenance support, Support for Computer Interactive Cameras on NT Novell Systems, Emergency response, CPR 2nd Shift Lead Officer, Responsible for training and scheduling

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