Desktop Support Office

adigu7@r.postjobfree.com

832-***-**** (mobile)

832-***-**** (home)

Highly accomplished, skilled and qualified IT Support Specialist with proven record of applying technical knowledge to improve operational efficiency.

HIGHLIGHTS OF QUALIFICATIONS

Several years of successful technical support, project management, and troubleshooting experience. Experienced in front end and back end operations, development and support. Demonstrated ability to communicate highly technical concepts in easily understandable language. Solid team player with consistent, driving presence. Excellent interpersonal and communication skills demonstrated on daily basis. Six years of technical support experience in the U.S. Military.

TECHNICAL PROFICIENCIES

HP, Dell, HEAT, Remedy, Peregrine, MS SCCM, Veritas Backup Exec (v 8.0), Citrix, MS Office, MS Outlook, MS Exchange, Sophos Anti-Virus, McAfee Anti-Virus, Norton Anti-Virus,Lotus Notes, Intel Shiva VPN, Nortel VPN, LAN/WAN, TCP/IP, MS Visual SourceSafe, Netfinity, RAS, Ghost, TrendMicro, VMWare, VNC, Tally TS.Census, HP OpenView, DameWare, MS Active Directory, Dell ImageDirect, Linux, Windows 7, Windows 8, Windows 10, Bomgar, Office 365 for Business, ServiceNow, Cisco Meraki, TeamViewer

PROFESSIONAL BACKGROUND

Seabed Geosolutions 02/20 - 04/20

IT Specialist (downsizing due to COVID-19)

Triage help desk tickets.

Install and support software.

Hardware support.

Network Printer support (Ricoh, HP).

Active Directory and O365 support.

Bank of Texas 08/19 – 2/20

Microcomputer Specialist (contract position)

Windows 10 Deployment.

Break/fix support.

Install applications.

ServiceNow Level 2 ticket support.

IMAC

C&J Energy 11/18 – 08/19

IT Support Specialist I (contract position)

Active Directory: User and Computer account management.

Support and troubleshoot Multi-Factor Authentication (MFA).

Install desktop and laptops.

Assist with the Service Desk queue (ServiceNow).

Support and manage mobile devices (iPhone and Android).

Office 365 Support.

Cisco VPN Support.

Conference and Meeting Room support, BARCO ClickShare.

Mattress Firm, Inc. 03/18 – 9/18

ITS Systems Tech II (contract position)

Level 2 support for Mattress Firm.

Remote store support.

Configure Cisco Meraki for network access.

Configure thin clients, printers, and other devices.

Work with outside vendors for network and hardware installs and issues.

Break-Fix issues.

Berry Appleman & Leiden LLP 03/16 – 02/18

Technical Support Engineer (downsizing)

Level 1 – 3 Support for users both local and international.

Office 365 for Business Administration and Support

Active Directory/Exchange: User and Computer account management, Distribution groups, Recipient mailbox management.

Set up and install desktop and laptops for end users.

Install and support ShoreTel IP Phones.

Assist with help desk queue.

Triage and work service desk tickets.

A\V support – install, troubleshoot (Polycom, Blue Jeans, WebEx, Adobe Connect)

Configure and manage company iPhones

Apache Corporation 10/14 – 12/15

Desktop Support Technician (contract position)

Level 2 Support for global users (local and remote).

Configure and deploy laptops and desktops.

Install, configure and support local and network printers.

Work with application, server, and network groups for problem resolution.

Provide remote support using Bomgar, Skype.

Troubleshoot and escalate Office 365 user issues.

Running, terminating cabling between PC’s, printers, phones and IDF’S.

Deploy Cisco IP Phones.

Use ServiceNow for working tickets.

Assist with audio/visual support for conference rooms.

IFCO Systems 9/13 - 9/14

Service Desk Analyst (contract position)

Level 1-3 Support for local and remote users.

Create and administer user accounts in Active Directory and Office 365.

Configure and deploy laptops and desktops.

Install, configure and support network printers (Dell, Xerox, HP)

Work with the application development and server teams to resolve issues with web applications.

Provide remote support via Citrix, WebEx, SCCM, and VPN.

Provide mobile support for iPhone, Android, and Blackberry users.

Monitor network connectivity for remote sites; work with the network team and circuit provider to resolve outages.

ExxonMobil 2/09 – 9/13

Onsite Support Specialist (contract position)

Primary Application Support Analyst.

Experience supporting VIP / Executive Staff.

Install and configure computers and peripherals (PC and Linux).

Break/Fix.

Troubleshoot hardware issues and replacing hardware on both desktop and laptop PCs.

Windows XP/Vista/Windows 7/Windows 8.

Microsoft Outlook and IBM Lotus Notes.

Experience installing software, patches, updates on Desktops and Laptops.

Install, support local and network printers and plotters (HP, Xerox, Zebra).

Install, configure and support VPN.

Use Remedy to track and resolve issues.

Support and troubleshoot wireless connectivity.

Installed and configured Windows 7 for rollout project.

Deploy and support Cisco IP Phones.

Andrews Kurth LLP 10/08 - 1/09

PC Support Tech (contract position)

Install and support desktops (Dell) and laptops (Lenovo).

Break/Fix support for computers, printers, projectors.

Push applications and software updates via SMS.

Assist remote users via SMS and Remote Desktop.

Use HEAT to track and resolve user issues.

Support of BlackBerrys.

BP-JPK 6/08 – 9/08

Desktop Support (contract position)

Install and configure Dell Desktops (mid-range and high-end) and Laptops (D600-D630).

Install, configure and support Citrix on client desktop and laptop computers.

Install various software packages - server and media based (MS Office, Adobe, Abaqus, etc.).

Support and troubleshoot local and network printers, mainly Hewlett Packard.

Troubleshoot user issues and determine if they are software or hardware related.

Manage user and computer accounts in Active Directory.

ExxonMobil 2/07 – 5/08

Desktop Support L2 (contract position)

Installing and configuring computer and related equipment, printers, peripherals and software packages.

Installed, configured and supported Smart Card Readers (internal and external)

Installed, configured and supported VPN (Nortel VPN Client).

Moving all computer and related equipment from one location to another.

Use Remedy to track and resolve problems.

Follow all processes that are in place to ensure service delivery consistency and customer satisfaction.

Monitor and maintain service level agreements.

Precisely document asset management information, into proper databases.

Follow all security, and safety guidelines set forth by all sites management.

Support and troubleshoot wireless connectivity.

Cemex 2/06 – 2/07

System Analyst - Application Specialists (contract position)

Extensive travel for the Cemex GINCO Roll-Out Project.

Configure, Install, and upgrade Ginco client systems (IBM and Dell) for various locations.

Configure clients to communicate with Sybase Databases.

Create, maintain and load images using Norton Ghost.

Troubleshoot and resolve various application problems.

Perform system testing.

Halliburton 5/05 – 2/06

NOC Analyst (contract position)

Monitor worldwide VSAT and IP network, troubleshoot, and coordinate resolution of problems.

Handle customer and vendor escalations; dispatching of field engineers worldwide.

Monitor call-tracking queues for incoming requests. Evaluate requests to determine the underlying issues.

Make recommendations to place hardware calls if required (i.e., CPU bottlenecks, network bottlenecks, etc.).

Handle network connectivity problems, if possible, determine whether the problem is client or server based, and whether access permissions, hardware or networking is the faulty component.

Respond to call tracking request regarding diagnostic tests. Perform diagnostic testing working closely with the appropriate background support team.

PBS&J 5/04 – 5/05

Senior MIS Tech II (contract position)

Perform installs, configuration and support of Dell desktops, servers and laptops.

Install, configure and support numerous department specific applications.

Install, configure and support Nortel VPN Client access.

Install, configure and support Wireless LAN access (802.11b).

Assist with file back-ups and restores.

Install, configure and support network and stand-alone printers (HP, Xerox).

Install and support Citrix on client computers; work with Citrix Administrators to resolve issues.

Provide administration support for NT 4.0 Domain and MS Exchange.

Responsible for installation and upgrades of McAfee Anti-Virus across corporate network.

Install Support remote users.

Assist in the set up of Video Teleconferences, NetMeeting and WebEx conferences.

Configure and support BlackBerry’s.

Track and maintain computers using Tally TS.Census.

Scott A. Redd

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