Senior Desktop/Infrastrucsure Technician

Matthew R. Fullerton

adiifm@r.postjobfree.com 469-***-**** 181 E. Canton Palmer, TX 75152

Profile: Senior IT Support Specialist

Support Technician Customer Service Focused Information Technology

Customer-focused, analytical Information Technology Generalist, adept at resolving complex network issues. A specialist, addressing customer support issues quickly; while consistently exceeding performance standards. Displaying comprehensive experience in upgrading programs to sustain the organization’s position at the forefront of an industry; while utilizing exceptional technical skills to troubleshoot internal systems and work closely with external customers. Mentor and encourage other team members while supporting efforts, actively educating junior staff on problem resolutions and technology within the environment.

Technical Expertise

•Apple, Andorid and Windows moble devices

•VMWare

•Apple Products Diagnostics/Monitoring

•OS Installation/Upgrade

•Cisco Meraki Installation and issue analysis

•Infrastructure support Servers, WAP’s and cabling

•Citrix support for server and desktop

•All facets of IT Customer Support

•Desktop Backup/Restore

•Desktop Systems Configuration

•Troubleshooting

•Upgrades

•Peripherals Troubleshooting

•Troubleshooting & Repair of Microsoft Office Suite, & IP Phones

Professional Progression

Bigelow Aerospace

February 2020-Present

Install configure and maintain wireless point to point Internet at eleven locations.

Manage /support desktops, laptops and mobile devices.

Create Active Directory and Office 365 accounts for new users.

Install and configure security cameras for eleven properties.

Support PBX telephone systems at eleven properties.

Atmos 2018-2018 Desktop Technician

•Active Directory Audit/Verifying users, computers and warranty information

•Auditing the ServiceNow/Identifying backlog tickets and following up for resolution or updates

• Manage/support desktops, laptops, Apple MACs, and mobile devices: including handle/support hardware and installed software, connectivity to network and systems, printing capability, and standard images per client roles

•Perform adds, moves, and changes to desktops, laptops, Apple MACs; as well as mobile devices

•Report all information to upper management with updates as requested and responds to requests for information and assistance; while assist customers, users, and team members proactively

Validus Technology Group – Addison, TX September 2011 –December 2017

Sr. Service Desktop Technician

•VMware administration, P to V and snapshots for backups

•Administration of Active Directory for new user, groups and terminated users

•Migration from O365 to hosted exchange for 150 users

•Accurately document/track all issues and requests via Service Desk Ticket System

•Maintain hardware and software inventory; as well as Information Technology processes and procedures in collaboration with Customer IT standards

•Manage/support desktops, laptops, Apple MACs, and mobile devices: including handle/support hardware and installed software, connectivity to network and systems, printing capability, and standard images per client roles

•Perform adds, moves, and changes to desktops, laptops, Apple MACs; as well as mobile devices

•Effectively support IP telephone system issues/problems with third party

•Explore and exploit opportunities for cost savings and maximizing efficiency and control

•Configure 2008 Servers for DHCP and print management.

•Work with little or no Supervision when installing new equipment.

•Configure switches for comparable VLANS on the network

•Intstall and configure WAP locations for 360 coverage within the building.

•Configure DHCP server for connectivity for individual sites and the enterprise

•Worked at St. Joseph Hospital Houston, TX. Upgrading XP to Windows 7

NCR Corporation – Dallas, TX September 2010 – September 2011

Field Services Customer Engineer

•Provided installation, maintenance, repairs on ATM (second line maintenance) and POS (Point of Sale) equipment, and other electromechanical equipment at various locations within an assigned territory/region

•Managed a continuity of customer operations and high levels of customer satisfaction

•Handled on-site customer installation, field service support, remote technical support, hardware and software configuration, troubleshooting for procedures, repaired embedded XP machines, and maintenance support

•Ensured repaired systems met and exceeding operating specifications, ensuring QA procedures, and documentation; as well as communicated and maintain service records and field service report

Dell Computers – Dallas, TX August 2009 –September 2010

Field Services Technical/Team Lead

•Team lead for 5 technicians on site with over 5,000 customers

•Coordinated with customer’s on-site facilities and technical contacts regarding readiness and delivery issues

•Escalated issues that impacted the entire operation at a given site; while Executed service delivery

•Distributed workload among on-site team members and ensured technicians are productive and efficient

•Assisted in scoping and implementation planning for delivery to the customer

•Identified and implemented the process improvement opportunities; as well as tracked and reported performances

•Served as an escalation point for difficult issues; as well as resolving them on first contact

Perot Systems – Plano, TX September 2008 – August 2009

Desk-side Support Specialist

•Served as analyst for 300 users; while provided executive-level support for home and office

•Worked on Windows XP and Vista including: loading, configuring, and troubleshooting operating systems

•Performed as project manager for Blackberry and project team member for Kaspersky virus patch rollout

•Managed setting of permissions, folder creations, and archiving on servers and folders

•Collaborated with legal team on issues related to DeltaView, Workshare, and Sage Timeslips billing-tracking software

•Install and configure Cisco IP phone systems at site

•Processed work order tracking via Remedy Ticketing System

Southern Methodist University – Dallas, TX September 2000 – September 2008

Information Systems Analyst

•Worked closely with 2,000 users on Windows-based computers

•Efficiently started and completed cell phone encryption project; as well as loaded, configured, and troubleshot operating systems

•Supported Hewlett Packard printer products on campus, including LaserJet and DeskJet hardware

•Contributed on project team for rollout of Windows XP, Mac OSX, and Windows Vista

•Served as project manager for Treo, Blackberry, and Pocket PC Smartphone PDAs

•Collaborated on project team for McAfee ePolicy Orchestrator for virus patch rollout and WSUS patch rollout through Active Directory

•Effectively set up permissions, folder creations, and archiving on servers and folders for users

•Provided home and office support for the President and Vice Presidents of the University

•Evaluated companies and selected one; while efficiently implementing software to ensure secure data

Abbott Laboratories – Irving, TX January 1997 – September 2000

Software Engineering Technician

•Worked closely with over 2,000 users on Windows-based computers

•Created InstallShield builds for instrument software, wrote software test protocols, and used Microsoft Visual Studio to build software revisions

•Interacted with customers on field failure issues; as well as tracked software licenses

•Managed video capture and editing for computer-based training CDs

•Assisted in a cross functional team, including test engineers, technicians, mechanical engineers, program management, software, manufacturing, and supply chain to achieve success

Professional Education Development

Video Technical Institute – Dallas, TX

Applied Science

•Electronic Technology

Professional Development

Hewlett Packard LaserJet Repair 2002

Microsoft Certified Professional 1999

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