Desktop Support Office

NELSON PENA

**** ***** *** ***** *******, Texas *7009 713-***-****

adgnzy@r.postjobfree.com

SUMMARY

An innovative, solutions-focused, and analytical systems administrator with in depth experience in helpdesk operations, end user support, implementations and installations, configurations, testing and troubleshooting, quality assurance, reporting, hardware and software management, project coordination, networking, and process improvement. Additional proficiencies include inventory management, applications management, and data management. A results-driven and versatile proven performer with exceptional problem-solving skills who enables an organization to drive creative solutions in a fast-paced environment while ensuring seamless operations, exceptional customer support, and optimal business growth.

EXPERIENCE

TEXON LP, Houston, Texas

VDI Administrator, 2015-2020

●Supported 150 end users in an all virtual environment at corporate headquarters.

●Administered, configured, and troubleshot systems for end users to work in an all-remote environment.

●Troubleshot any issues occurring on VMs and network devices and maintained end user functionality and network connectivity.

●Utilized VMWare View Horizon Administrator and VSphere Client managing, configuring, deploying, and supporting VMs running Windows 10.

●Created and maintained Base image for Windows 10 VMs.

●Developed and updated AppStack in VMWare AppVolume for software deployment to all end users.

●Maintained Active Directory and Exchange 365 for all end users.

●Monitored helpdesk mailbox and phone for any end users requiring support. Participated in on-call after hour support.

ENTERPRISE PRODUCTS, Houston, Texas

Desktop Support Specialist, Aug2014 - Jan2015

●Provided desktop support to 2,500 end users at corporate headquarters.

●Troubleshot and maintained functionality on HP Elite desktops and laptops systems running Windows 7 and Office 2013.

●Installed and troubleshot engineering applications.

●Imaged and deployed workstations for new hires and for employees receiving hardware upgrades.

●Preformed backup of data for terminations with Symantec Ghost.

●Worked with vendors for printer service and computer hardware replacement.

●Utilized Remedy for incident tracking.

NRG Energy: Houston, TX

Desktop Support Analyst, Feb2014 - Aug2014

Provided first & second level desktop support to over 2000 end users at the Houston regional headquarters and remote offices throughout Texas. Maintained an accurate inventory of all computer hardware to the Houston area.

●Desktop Support Duties- Troubleshot any Computer hardware or software for all NRG offices in the Texas Region. Configured and deployed desktop and laptop systems running Windows 7. Updated and monitored Service Now ticketing system and provided routine problem reporting and recommendations to management. Provided desktop support to Executives and assisted with IT related Projects.

●Inventory Manager- Tracked all hardware entering and leaving the warehouse. Ensured all inventory counts matched inventory in the SAP system. Provided weekly reports to management and worked with purchasing to maintain inventory levels.

THE HOUSTON TEXANS, Houston, Texas

Information Technology Support Analyst, 2008-2014

●Provided support to Texans front office, coaching staff, and Game Day events.

●Troubleshot issues occurring on network devices and workstations to maintain network connectivity. Managed computer hardware and software issues for 200 employees in Texans and McNair offices.

●Created and updated images using Symantec Ghost 11 and SCCM for all computers running Microsoft Windows XP and Windows 7.

●Assisted scouting Staff with RSA VPN software maintaining connectivity. Aided in on call rotation maintaining full 24 hour support for coaching staff during football season.

●Configured corporate instant messaging clients and troubleshot any issues arising with Cisco Jabber. Implemented daily user account maintenance in Active Directory including creating and removing accounts, group security, and resetting password. Performed daily user account maintenance on Exchange 2010 server.

●Provided technical support in the Pressbox to media personnel before and during football games. Checked connectivity at all entry gates for RF Scanners Ticketing Scanners and provided support if issues arise before and during game. Traveled with team on away games and provided technical support for coaching staff and Texans personnel at hotel and stadium.

●Managed and purchased all cell phones and aircards. Maintained user accounts on Blackberry Enterprise server and Air Watch MDM server.

CONSULTING EXPERIENCE

BRAZOS VALLEY BREWING COMPANY, Brenham, Texas

Co-Owner and Founder, 2013-2020

Within a partnership I started a growing company. Aided with developing a business plan, brand and marketing strategies, and acquiring capital and personal investment to start and grow the business. Converted an existing warehouse into a functional brewery and taproom. Developed recipes and brewing processes and purchased ingredients. Developed procedures for cleaning, using, and maintaining all brewing equipment. Sold and delivered product to on-premise retail locations. Attended marketing events.

●Sold 3600bbls of product in 2019.

●Listed as 31st on the Brewers Association national list of “Fastest Growing Craft Breweries of 2017.”

●In 2019 we built a new larger production facility and taproom and moved operations to accommodate for growth.

●Currently distributing to eight Texas markets.

ADDITIONAL EXPERIENCE

LITTON LOAN SERVICING LLP, Houston, Texas, Helpdesk Technician III/Systems Admin I, 2006-2008. Provided support to 1,200 users at the Litton corporate office. Troubleshot any issues occurring on network devices and workstations to maintain network connectivity. Performed maintenance on user accounts and groups for the Domain using Active Directory tools. Led maintenance on AS400 user accounts and printer devices. Maintained server backups on Arcserve and ComVault libraries. Managed troubleshooting issues related to functionality and network connectivity for all hardware connected to the network. Led troubleshooting issues related to Litton proprietary software, operating systems, and applications.

TECHNIP USA, Houston, Texas, Desktop Support Specialist, 2002-2006. Supported 1,500 users for corporate office and other subsidiaries around the Houston area. Documented all tasks performed on Lotus Notes ProjecTrak database and Altiris. Troubleshot problems occurring with functionality and network connectivity of workstations hardware and software. Backed up and imaged workstations running Microsoft Windows 2000, and XP using Norton’s Ghost. Upgraded and replaced any hardware and software needed and requested for functionality of the system. Installed and configured VPN software and troubleshot any issues occurring with remote access software in office or over phone with remote users. Assisted in retrieving archived data from tape.

OSHMAN’S SPORTING GOODS, Houston, Texas, Desktop\AS400 Support Specialist, 1998-2001. Provided support to 500 users at corporate office and at 59 stores. Troubleshot any problems occurring on network devices and workstations to maintain network connectivity. Assisted coordination of new store cabling and configuration equipment including AS400 terminals, computers, network printers, and hubs. Maintained, analyzed, troubleshot, and repaired computer systems. Upgraded and replaced hardware and software. Imaged computers running operating systems such as Windows 2000, NT, 98, and 95. Supported end users on variety of issues. Identified, researched, and resolved technical problems. Responded to telephone calls, e-mails, and personnel requests.

CONVERGYS CORPORATION, Houston, Texas, Computer Technician II, 1996-1998. Supported SyQuest removable hard drives, Gateway personal computers, and Toshiba laptops running Windows NT, 98, 95. Provided hardware and software support by phone to Gateway and Toshiba customers across the United States. Collected information on routine problems technicians. Devised instructions and posted on the team web site. Updated website every week. Attended monthly training sessions to stay informed on latest hardware and software computer manufactures made.

EDUCATION

SAN JACINTO COLLEGE, Pasadena, Texas

Degree in Mathematics, 2001

TECHNICAL SKILLS

Incident Tracking Systems: SC400, Vantiv, ProjecTrak, Altris, Remedy, SCSM, Service Now, SpiceWorks; Domain Administration: Active Directory, Microsoft Server; Remote Applications: Cisco VPN, RSA, Duo; Automated Software Deployment: Altiris, SCCM, VMWare AppVolumes; Tape Backup Administration: AS400, ArcServe, Veritas, ComVault; VDI Administration: VMWare View Horizons, VMWare Vsphere, Oracle, Microsoft Hyper-V, Zero Clients; Phone System Administration: Meridian, Cisco IP; Mobile Device Administration: Blackberry Enterprise Server, AirWatch, Sophos Mobile Control, Sophos Antivirus; Operating systems: Microsoft Windows Operating Systems, Microsoft Server Operating Systems, MacOS; Productivity Applications: Microsoft Office Suite Applications.

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