Louis Cason

advz0e@r.postjobfree.com Charlotte, NC 360-***-****

Professional Desktop Support Specialist with over 20 years of IT experience in highly varied environments seeking an opportunity to contribute my unique combination of skills, resourcefulness, and calm, level-headed approach to help others achieve their goals. In addition to my technical expertise, I bring the ability to understand, support, and effectively communicate with people at every level from basic users to top executives.

Work Experience:

Rushmore Loan Management Services

Irvine, CA 05-2021 – 12-2022

Desktop Support Specialist 2

Provided on-site support, including throughout the COVID-19 pandemic. Provided additional remote support. Supported over 1,000 users in a mix of in-office, remote, and Virtual Desktop.

Worked independently, reporting to managers in the Dallas office.

Responsible for keeping over 200 PCs consistently up-and-running in the Irvine office for a mix of California, remote US, and overseas users.

Worked closely with multiple other teams, including Telecom, Citrix support, Infosec, and Facilities.

Using Service-Now software, handled level 2 tickets and assisted level 1 support as needed

Used Active Directory and ADManager for a variety of tasks, including unlocking passwords, moving computers among OUs, and placing users into security OU for certain rights.

Used Gotoassist to take control of end-user devices. Additionally used Zoom to interface with users and direct them on next steps or troubleshooting of problems on Chromebooks.

Installed and supported multiple software programs. Also installed and supported printers, scanners, check-readers and assorted equipment as needed.

Worked with iPhone and Android users to facilitate emails or OKTA authentication on their phones.

Supported a variety of company-owned and user-supplied equipment for both on-site and Work-From-Home users, requiring flexibility and resourcefulness to quickly troubleshoot any type of equipment presented.

Instrumental in on ground movement of our Florida office of 30+ users from one location to another including next day support.

Imaged PCs, and patched and tested as needed. Helped Infosec in keeping all company software up to date.

Assisted outside vendors with setup of their systems using Virtual Private Network addresses to navigate our network.

Provided management with IT recommendations in support of a project consolidating two floors to one during a company merger.

Provided onsite support to the company CEO and VIPs as needed.

Utilized Webex, email, softphone, deskphone, and cell phone to provide support.

Worked with Records Management to secure data encryption and extractions on frequent basis.

Rushmore Loan Management Services via Lani

Irvine, CA 08-2020 – 05-2021

Win10 Migration Specialist

Win7 to Win10 migration.

Assisted IT staff with the delivery, installation, configuration, and ongoing usability of desktop and laptop computers, peripheral equipment, and software.

Maintained employee access on associated computer systems and phone/voicemail systems.

Worked with vendor support contacts to resolve technical problems with desktop computing equipment and software

Ensured desktop computers and users interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, conferencing systems, application servers, and administrative systems.

Worked with senior IT staff to purchase hardware and software.

Assessed functional needs to determine specifications for purchases.

Provided in-person, phone, email, and Service Now Ticketing support for onsite and remote employees.

Managed ticket pipeline within stated SLAs

Supported and maintained multifunction printers

Provided data management of vendor required information

Safran via Kelly IT

Long Beach, CA 11-2019 – 03-2020

Migration Technician

Win7 to Win10 migration of 700+ computers.

Worked independently in Czech Republic and Herborn/Burg Germany. Worked with a team in Marysville, WA.

Responsible for coordinating with end users to upgrade their computers.

Assisted in troubleshooting Win10 image in the German language.

Residential Design Services

Anaheim, CA 09-2016 – 03-2018

Desktop Support Level 1/Migration Specialist

Used Teamviewer to provide both phone and in person support of the corporate site and 21 locations across California, Nevada, and Arizona.

Used Sysaid to monitor incidents, update tickets and document resolutions.

Used Active Directory for user administration including moving users into groups, unlocking and disabling accounts, doing password resets, assigning permissions to groups, and to run/apply group policies.

Migrated users from Remote Desktops to Remote Applications (RemoteApp). Trained users on RemoteApp.

Supported users using Win7, Win10, Android Phones, iPhones, Dell computers, Dell laptops, HP computers, and Microsoft Surface Pros and Surface Books.

Migration of 600+ computers from XP to Window7 and Win10.

Worked with Cisco Polycom phones and administered them using FreePBX administration.

Installed and administrated Office365, Teamviewer 11, Cisco Fireamp, RemoteApp, Adobe Acrobat, Foxit Phantom/Reader, and Terminal Server Print.

Troubleshot network connectivity, imaging, and hardware issues.

Supported Kyocera Multi-Functional Copiers/printers, including TASKalpha, HP MFC and various desktop printers.

Hoag Hospital via TEKSystems

Newport Beach, CA 03-2016 – 06-2016

Desktop Support/Migration Technician

Migration of 700+ computers from XP to Windows7 including installation of software and printer drivers.

Installation of hospital programs including Affinity, Bartender, Chartmax, Computrition, PACS, SIS, and more.

Reimaged computers using SCCM. Removed inactive computer accounts via Active Directory.

Troubleshot network connectivity, imaging, and hardware issues.

Provided PC support by diagnosing and resolving hardware / software issues, as reflected in the Service Now ticketing system.

Interviewed end users for their software needs and requirements. Explained our processes to assure them of a smooth upgrade experience. Then delivered on these assurances.

California Resource Corporation via Barracuda Group

Long Beach, CA 08-2015 – 12-2015

End User Support Technician

Data review and recovery of information of terminated employee files.

Maintenance of PC inventory database.

Administered end user accounts using Active Directory.

Responsible for the reimage /refresh of machines with Windows 7.

Performed third tier support for Microsoft desktop products across the organization.

Supported the new iOS Mobile Device Management initiative.

Technical support of Xerox Multifunction printers and a variety of HP printers.

Coordinated IT training initiatives.

Supported the company’s mobile device platform, including procurement, testing, implementation, and orientation of iOS devices.

Reviewed IT processes and new technologies. Generated corresponding documentation for Help Desk personnel and end user support.

UCLA Medical Support

Los Angeles, CA 02-2015 – 05-2015

Desktop Support Technician

Provided desktop support of UCLA medical billing and clinics in Los Angeles and Santa Monica areas.

Migration of 100+ end users.

Troubleshooting of Microsoft Win7 and Microsoft Outlook products.

Troubleshooting and repair of HP printers and copiers.

St. Mary’s Medical Center

Long Beach, CA 11-2014 - 02-2015

PC Refresh Technician

Responsible for the reimage /refresh of machines with Windows 7 in a hospital environment.

Imaged machines with Clinical Tunnel setup.

Interviewed users to collect appropriate data for various security setups and applications use.

Reported applications not compatible with Window 7.

Updated inventory and corrected mistakes in the database system known as the Hive by Dell.

Troubleshot computer, network, and application issues as needed.

Offered suggestions for process improvement based on past project experience.

Torrance Memorial Medical Center

Torrance, CA 03-2014 – 09-2014

Desktop Support Engineer II

Developed and executed a plan to migrate 1,000+ computers from XP to Win7.

Provided support for end users as tickets came in.

Managed inventory and assets for the 8 floors of the new Lundquist Tower wing.

Responsible for deployment of equipment for Imaging, Radiology, Examination, and Admissions departments.

Allergan via Synoptek

Irvine, CA 06-2013 – 03-2014

Migration Technician

Worked on a team that migrated 3,000 laptop and desktop machines from WinXP to Win7.

Provided next day deskside computer support of end users including Outlook 2010 and specialty application support.

Implemented redundant backup of customer information using local and network storage.

Provided Project Managers with suggestions for refining of workflows and equipment requirements.

Followed verbal and written technical instructions and scripts.

Provided quality assurance for peers to insure minimal downtime to end users.

Set up local LANs in hotel convention rooms in and out of state to continue deployments of sales people.

EDUCATION & TRAINING

Associate of Science in Computer Network Technology from Bellingham Technical College.

Comptia Certifications: Network +, A+, and Project +

Military

US Army

E-4 Specialist,

MOS 11C Infantry mortar man

Worked in various stressful conditions in a team and individual environment.

Learned leadership and management skills as well as goal oriented training.

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