Desktop Support Office

Roy Wade

Kingwood, Texas

C: 832-***-**** E: **********@*****.***

SKILLS:

Operating Systems: Windows 7/8/8.1/10, OSX, Linux

Deployment and Imaging: Epirum (by Matrix), Norton Ghost, Microsoft SCCM, Software Center, and Symantec's Altiris

Tested Deployment: Windows 7, 8/8.1/ 10 desktops / laptops and Office 2013/2016/Office 365

Remote Applications: Zoom, Windows Remote Assistance, Lync, Bomgar, Epirum, RDP, SCCM, VNC, Citrix Clients, Cross loop, VNC, Hamachi, Logmein Rescue and Remotely anywhere

Ticketing Systems: Zendesk, Remedy, Dwell, BMC Footprints, Cherwell

Hardware: Hewlett Packard, Lenovo, Toshiba, Dell, MS Surface Pro tablet, Dell Servers, Mac, Wyse terminals, Desktops, and Laptops

Administration: Active Directory, Microsoft Exchange 2003/2007/O365, Exchange Admin Center, Active Sync, Duo, Blackberry Server, Cherwell, Zendesk, FTP Server, Citrix, Domino, Routers, hubs/switches, and server functionality

IP Phone: Lync (Skype), Polycom, Cisco Cupc, deskphones, and voicemail setups

Software: Microsoft Office 2016/Office 365, Outlook 2013/2016/ Office365, Adobe Acrobat/Reader 7+, Lync, Global Protect, Norton, McAfee Enterprise, OpManager, AD Manager Plus, AD Audit, Visio, ServU, Autocad, Civil 3D, Pipeline Toolbox, Primavera, OpenVPN, Lotus Notes 8.5.2, Splunk, vSphere, Biscom, Skype for Business, Office 365, Icebar, Interactive Call Client (ININ), Cyberark, Vmware, Citrix

Wireless setup Aruba/Netgear wireless

PROFESSIONAL EXPERIENCE:

Insperity, Houston, TX February 2012–August 2020

Level 2 - Help Desk Specialist

●Provide IT support to 2,200+ end users for a solutions company that services small to medium business companies.

●Troubleshoot connectivity for Windows and configures and troubleshoot Windows 7, 8, 8.1 and 10 in addition to MS Office 2016 and Office 365 Mail.

●Install, configure and upgrade Laptops and PCs including Enterprise Lenovo, HP, Dell, and Toshiba laptops and desktops, MS Surface Pro tablets, MacBook Pro.

●Remotely access client systems using Windows Remote Assistance, SCCM, Zoom, and Skype.

●Configure Active Directory, Exchange Admin Center, and configured elements in the Exchange Management Console(Active Sync and Permissions for Inboxes and Distribution groups).

●Configure Citrix VDI sessions and perform Citrix Profile refreshes, Citrix access for iPhone, iPad, and Android and assist end users with Citrix and Citrix Application access.

●Troubleshoot connectivity issues for Windows and TCP/IP Networking routers, hubs/switches, and server functionality and Printers

●Install, configure, and troubleshoot iPhone, iPad, BlackBerry, and Android devices and users to Azuremdm security group and maintain Duo mobile authentication, MS Intune company portal, Duo mobile app, MS outlook mobile app, maintained a knowledge base in Cherwell

●Set up and configure Webex accounts and teleconferencing accounts with Intercall.

●Experience with Lync communicator, Skype for business, Icebar, Interactive call agent (ININ) and Polycom deskphones.

Baker Hughes, Houston, TX April 2011 to February 2012

Help Desk Analyst (contractor for Kelly IT Services)

●Provided multiple levels of 24x7 support to 50,000 end users working in a Windows environment.

●Performed Windows based diagnostics and troubleshot Microsoft XP and Windows 7.

●Remotely accessed client systems using Computer Associates Remote Control and SMC remote.

●Configured Active Directory and created mailboxes in the Exchange Management Console.

●Experience with installing, configuring, and troubleshooting BlackBerry, and Android devices.

●Ensured LAN/WAN connectivity between desktops, laptops, and servers.

●Diagnosed and troubleshot Windows Print Queues issues, troubleshot connectivity issues for Windows and TCP/IP Networking and configured MS Office 2007.

●Assisted end users with Citrix access.

Universal Pegasus International, Houston, TX August 2010 to April 2011

Help Desk Lead

●Managed and built a 9 technician Help Desk team providing IT support to 5,000 end users.

●Evaluated new information systems products or services and suggest changes to existing product or services to better aide the end user. Maintained printers, routers, hub/switches, and server functionality

●Experience with installing, configuring, and troubleshooting BlackBerry, and Android devices.

●Configured the companies FTP site such as end user setups. (ServU).

●Performed phone and ticket reports showing progress to the team and management (Good Data).

●Configured Active Directory 2003 for end user profiles new hire, rehire, and termination.

Hewlett Packard, Houston, TX April 1994 to June 2010

Help Desk Support, Desktop Support, and Server Technician

Provided IT support to the manufacturing floor, managing 12 technicians, in a Windows and Linux environment, configuring and upgrading hardware/software.

Installed, configured, upgraded, troubleshot all HP Proliant ML/DL Servers, Storage, and Blades.

Liaison between Engineering, Management, and the Manufacturing floor.

Configured Active Directory, printers, routers, hubs/switches, and server functionality

Remotely accessed client systems using Citrix Clients, Cross loop, VNC, Hamachi, Logmein Rescue and Remotely anywhere.

EDUCATION AND TRAINING:

National Education Center, Houston, TX where I received an

Associate of Applied Science in Electronic Engineering Technology

Lone Star College – attended the Kingwood, TX and Houston, TX campuses

Humble High School – Humble Texas – graduated

A+ training

Skillsoft IT Certifications

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