Support Specialist Tech

Christopher D. Mitchell

346-***-**** (cell)

advh0u@r.postjobfree.com

Professional Experience

HCL America

**/**** - **/****

Global Manager (Contract)

Position of Global Manager as a contractor for a major oil and gas company. Managed a team of 75 individuals with four Tower/Team Leads as direct reports. Teams include L1 Network, EUS, Warehouse and Purchase Acquisitions along with VIP Support. Worked directly with HCL manager to align policies and procedures with personnel to obtain goals for the customer. Main focus to make sure all team members delivered the best customer experience expected, and mentor staff on points to achieve those goals. Managed daily support roles, worked with mid-level and senior management to understand technical needs, and project management such as desktop hardware and Windows OS.

Academy Sports + Outdoors

04/2016 – 05/2018

Desktop Specialist

Ordered desktop hardware for entire company, which includes distribution centers in Texas, Georgia and Tennessee. Manages inventory at all sites. Servicenow for requests and tasks generation of purchase orders to be submitted and tied in with Peoplesoft for orders to vendors. Currently in the process of improving and revising documentation for SLA and SOP for how inventory is ordered, quantity levels, distribution to desktop staff for new hires, break-fix and projects. Will evaluate new inventory relational software for future purchase. In the process of designing and creating a new area for better securing equipment storage area for relocation. Machine builds using Microsoft SCCM for imaging. Non-viable equipment is documented, bundled and shipped out using Technocycle.

Rignet, Inc.

12/2011 – 12/2015

Senior Systems Engineer

Admin duties includes the following applications, servers and tools: Active directory, Microsoft Exchange, Sharepoint, Blackberry. Microsoft Intune used for software pushes and computer management. Servicenow, Microsoft VAMT. Airwatch for mobile phone management of company’s Apple iOS devices. Software support of Windows 7, MS Office, Adobe, Nuance, SnagIT and company standard software. Acronis for image builds of HP and Dell laptops. Work with vendors for hardware and software vetting and purchases. Managed Microsoft Trueup and EA for company. Manages and maintains security system (cameras and building access cards) with DNA Fusion, CompleteView with Axxis cameras. Solar Winds for network monitoring. All functions of desktop support.

Yokogawa

05/2011 – 12/2011

Network Administrator

Support of network, switches, routers and workstations. Support users at sites throughout Texas and Louisiana. Hardware includes Dell servers, Cisco routers, laptops and workstations. Environment of Windows Server 2003 with clients running Windows XP while currently migrating to Windows 7 along with MS Office 2007. Standard software includes Cisco VPN Client, SAP, AutoCad, Adobe along with tools Malwarebytes, AVG, ComboFix and Reflect. Telephony setup with Call Pilot, and installation of land lines.

Compucom Systems

11/2008 – 03/2011

Site Lead (Contract)

Site Lead of Deskside Services for major engineering company. Role included but not limited to lead for support group of 9 deskside consultants for Fluor Daniel sites in Houston and Dallas. Customer base of 2,500. Works to ensure IBM Service Level Agreements are met, as well as policies and procedures pertaining to project management and daily workload for all timelines. Worked with the customer for annual refresh project, push Tivoli on company assets, gearing up to do pilot work to ensure next generation of Windows (7) OS works within company’s platform. Current environment of Windows XP, Notes 8.5.1, and major engineering software on Dell desktops and Lenovo laptops. Ghost Symantec Antivirus used to troubleshoot virus and malware issues. Ghost Enterprise for desktop/laptop images.

Transocean Deepwater

05/2005 – 11/2008

Client Support Specialist

NOC support of local and remote servers, desktops and applications of all global sites. Windows 2003 and 2000 servers, as well as Exchange 2000 and 2003. Support customer base of 20,000. Support includes but not limited to all standard software and hardware related to offshore drilling, including rigs, platforms and ships. SAP security password resets, Metaframe related applications. Tools used to support clients: Active Directory, Raritan, APC, MS Remote Desktop and Remote Admin, Orion (server monitoring), Ghost, Symantec Antivirus and Symantec Backup Exec.

Camden Property Trust

08/2003 – 05/2005

IT Consultant (Contract)

Part of a team to implement infrastructure, along with policies and procedures for Camden Property Trust. This will incorporate upgrades to Windows 2003 servers, desktops, both hardware and software. Migration of desktops to Microsoft XP, Office XP, and Outlook XP. Security and maintenance scheduling and detail are also included, as to where to set rights limitations. Tools used in process includes Active Directory, Ghost Server, and Netware Admin. Assignment also includes traveling to most of the property sites across the country to apply these changes.

Dynegy

05/2000 – 10/2002

Team Lead

Managed technical support team of 10 analysts. Support customer base of over 5800. Corporate level projects, integration, or project lead involvement in the following: Remote broadband division (Dynegy Connect) and London Office into Corporate Support. Domain Migration Team Lead. Second level support for Trade Floor. Supported all Internet and Intranet Trade Floor applications, Reuters, Bloomberg, Nucleus, Abacus, and other trading applications, as well as complex Excel spreadsheets. Domain Project Team Lead, and VPN Project. Monitored the Technical Support Call Queue, prepared weekly aging reports to assist in monitoring open ticket status, managed analysts schedules for support coverage, interfaced with operational IT groups to solve problems and maintained relationships, worked with other groups to transfer problem ownership as appropriate. Worked to ensure that common problems were not left unresolved, made sure that new rules or procedures were conveyed to all analysts. Developed training program of new Tech Support Analysts. Scheduled monthly employee critique sessions (one on ones) for areas of improvement and to ensure upper management is apprised of improvements. Worked with Desktop Engineering team for testing and rollout of new software, such as Microsoft Windows XP, Office XP, Symantec Antivirus, Lotus Notes and other software and hardware.

Tejas Energy

03/1998 – 11/1999

Supervisor and Remedy Admin

Designed Help Desk for company from the ground floor up. Created yearly departmental budget (hardware, software, training, etc). Budget included hardware and software yearly cost projections company-wide. Manager over newly developed training department for company. Help Desk Software Committee to evaluate, and purchase multipurpose business application/tracking software to fit company. Project leader on Remedy implementation, and administrator of Remedy from June 1999 to November 1999. Key player in migration from old network domain to new domain and Internet Explorer 4.0. All IE4x push was done with SMS. Managed the migration of workstations from Windows 95 to Windows NT 4.0 for Trade Floor support. Support staff of 8 analysts. Network Enterprise Admin software for network administration. Configured (using Ghost), installed, and supported NT Workstations, and the following, but not limited to software and hardware: Office 97 Suite, Outlook 98, Compaq 500 Pentium III, Compaq Armada 7400, HP 4000NT, and other various standard issued hardware and software.

Education & Certifications

Microcomputer Technology Institute

Major: Computer Science (Associates Degree)

Texas Southern University

Major: Biology (3 Years Completed)

Remedy Administrator 4.01

Novell Netware Administrator 2.15

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