ITT Technical Institute, Webster, TX
Bachelor’s Degree in Information System Security
ITT Technical Institute, Webster, TX
Associate of Applied Science Degree,
IT-Computer Network Systems, December 2010
MTI College of Business and Technology - Nassau Bay, Texas
Associate Degree in Computer Systems Technology, Feb. 2001
Superior Energy Services Oct. 2017 – Present
Systems Administrator I
Server Builds (2012,2016,2019), reconfigure existing servers
Handle Replication issues for VM Servers
AD Group creations, and assigned permissions
Create Folders, and security settings
Handle Disk Management for VM's
Use Solarwinds to manage connectivity of servers
Superior Energy Services July 2013 – Oct. 2017
Handle all incoming IT service calls by phone, email, and through our ticket system TechExcel (Service Wise) and
Connect to end users using join.me, Dameware, Logmein123, and Remote Desktop Connection to resolve computer related issues.
Support email issues for end users on a helpdesk level.
Use of Solarwinds to determine and provide information for what sites are having outages. Also, use for determining bandwidth issues.
Re-image machines via our image disk
OS and memory upgrades for Desktop and laptops
Use of Citrix Management Console, and RDS Server manager for user issues
Use of Exchange Management Console 2010 for user mailbox issues, and modifications
ITR/Meriplex Solutions March 2012 – July 2013
Lead Helpdesk Analyst
Service Desk consultant for 35 of our clients.
Front line of defense for all IT related issues.
Connected to end users via Logmein, and logmein 123, and trouble shot various IT related issues, varying from local, and network printers, working with vendors on proprietary software, working with ISP vendors on internet outages, updating and install Sonicwall firmware.
Maintaining Active Directory for all end users, such as updating passwords, adding and removing group memberships, adding and network accounts.
Provided email filtering through Spamsoap for all of our clients
Warren Alloy Dec 2011 – March 2012
Sr. IT Specialist
Provide Helpdesk support, Blackberry BIZ support, as well as configuring multiple cell phones and support for related email issues regarding Microsoft Exchange.
Receive calls, and emails, for end users and other staff and process in a timely manner.
Resolve end user email, printer, and pc related issues.
Zions Bancorporation May 2011 – Dec 2011
IT Customer Support Specialist
Provide quality customer service on inbound support calls, support tickets, and e-mails. Maintain high productivity and use time effectively by achieving department goals for manned time. Maintain knowledge of company policies, procedures, and programs by frequently checking resources, reading e-mails, updates, and information
Job duties include:
Receive calls, and emails, for end users and other staff, and create incident or request tickets, logging all pertinent information.
Provide initial assessment of categorization and prioritization for reported incidents and requests and provides initial support, targeting a higher level of first contact resolution.
Ensure incidents and requests are properly escalated and assigned to appropriate IT support groups.
Shell / Odyssey Information Systems Nov 2007 - May 2011
Sr. Help Desk Analyst
Provided VSAT communication support for 16,000 shell gas stations
Assisted users in a worldwide environment with computer problems taking an average of 40 calls a day
Resolved all types of computing issues with a high first call resolution rate; issues consisted of, but not limited to, printing issues, account lock-outs and password resets
Troubleshoot network issues and escalated possible solutions to infrastructure department
Monitored and provided technical assistance through a dedicated mailbox that users could utilize as a secondary contact method for the help desk
US Navy Feb 2003 – Nov 2007
Information Technician, Top Secret clearance (TS/SCI)
Administrated LAN consisting of approximately 350 users and 200 computers
Provided daily technical support for hardware, software, and networking issues
Responsible for creating and maintaining user accounts within Active Directory
Provided customer support to users for basic operating system and office application questions
National Security Agency (NSA) 2003 - 2005
Desktop Technician with the US NAVY
Analyzed problems for remote locations and provided immediate resolutions
Provided courteous and quality mission control support for desktop hardware, software, network,
Email and printing issues
Compass Bank & Pomeroy- Houston, Texas Feb 2001 – June 2002
Lead Computer Technician
Handled hardware and software upgrades
Installed Windows 95, 98, and 2000/NT and configured computers
Transferred user profile settings from legacy computer to their upgraded computer
Responsible for all computer hardware upgrades
Repaired any damaged peripheral devices and onboard system devices
Windows 95, 98, NT, 2000, XP and Vista, 7, and 10
Office Suite 2000, 2003, 2007, and 2010
Exchange 2000, 2007, and 2010
TCP/IP, DHCP and DNS