OBJECTIVE:

Seeking employment with strong company to identify crucial impact level, volume level of outages, and to direct team on best practices on Enterprise-wide related outages, disruption of service. Not only to identify, but to improve processes to maximize response times, and to coach team to do the same.

SKILL SET:

SME: Creating Knowledge Base articles “How To” Process documentation

Leadership Roles/Qualities: Team Lead, Supervisor – Team of 6 to 60.

Virtual Server\Client classroom environment

Experienced Queue Monitor

Cisco Switches/Routers/Hubs/Network Monitoring tools.

20 years Active Directory Experience

5 years SharePoint experience

Install Setup Configure SQL Servers

Software: VDI, Virtual Server. Virtual Desktop SQL Oracle Installation: 365 Office, Adobe, Office 2016

PowerShell – Batch programing, Basic HTML, Basic Java

Dell Desktop\laptop, HP Laptops\Desktops, 2-in-1 All-in-one\Lenovo\GTEC workstations

Imaging software: PXE/Multi-cast Norton Ghost Utilities/Stand-alone, Rufus

Remote tools: ScreenConnect, TeamViewer, DameWare, Remote Desktop, PC Anywhere

HP Printers, Brother Printers, Lexmark – network, local printer

Experienced migration to ITIL Processes, Certified 6 years\HDI Certified

SCCM\Remedy ticketing process and systems: 20 years

ITIL Certified, HDI: Priority\Impact Measurements\Scope of Support

Experienced POC for customer escalation, de-escalation

Experienced in SLA\OLA\Incident Resolution, Service Request

Analyzer of Service Desk peak times, coverage – Gathered information for root causes, provided Help Desk Lead reports of types of outages, real-time, and through daily reports.

Provided information towards event occurrences throughout week, determinations on how to better performance levels and issue communication effectiveness

Customer base ranges from 500 to 50,000 Nationally

Multi-Tasker Detail-Orientated

Windows Operating Systems: Enterprise/Windows 10 Professional/Windows 7/Windows 2000 Professional Family/Windows Linux\Unix (limited), Novell

Email Applications Experience: Office 365\Outlook\Lotus Notes\GroupWise

PROFESSIONAL EXPERIENCE:

E B ARCHBAIRD DETAIL: 02/2023 – PRESENT

Job Title: Technical Support Specialist:

Troubleshoot Cloud/Server/Client environment. Cloud based and local Custom Software. Oil & Gas Tracking Reports, AP/AR invoices. Setup Customer Site, Office, Cloud Service, VPN, Certificates, Sequel Server, SQL Express, Folder File Management across multiple network shares. Test environments, simulations and setup. Setup Task Scheduler for Server, web-based applications. Responsible for Multiple physical servers: PowerEdge Servers. Backup/Restore 3 methods, Acronis local computer, Cloud backup Full backup, incremental, Physical Backup/Restore Tape Backup/Restore. Full client build from scratch from out of box to

Full configuration, Install Local office setup Client and cloud based. Created Knowledge Base Articles “How To” Created Step by step configuration. Computer configuration time dropped by more than 50%. From 24 – 28 hours to 12 hour fully tested and ready to go.

READY TO GO DETAIL: GREATER OKC AREA 11/2022 – PRESENT

Job Title: IT Support Specialist:

Perform maintenance to MAC Desktops, HP, Dell Desktops, All-in-one, Tablets. Made recommendations for upgrade to network devices, hardware, laptops, printers, etc.

SJ INNOVATIONCS, CSD, LLC DETAIL: FAA\MMAC - ACADEMY 08/2021 – 09/2022

Job Title: System Analyst

Provided support for classroom setup, hardware\Software\classroom equipment layout to ensure proper installation of cables, OS’s and appropriate software –VDI environment –Virtual Serve\Client based

Setup testing labs for prototyping innovations/changes for things such as, but not limited to, tablets, iPad, VDI, PIV, and software applications and updates including SchoolVue. PowerShell Scripting

Assist AMA-400 personnel with setting up computer stations, peripherals, CD duplication, media format conversion, support for plotters and scanners, and resolving printer issues.

Smart Board/Projector/Audio/Visual Support

Active Directory User accounts/Add/remove PC devices on the domain/Share drive access. Troubleshoot PC issues. Work with various LOBs, Technical teams regarding network, PC issues. Assist employees with mapping drives and printers.

Obtain manager priority and approval for Image equipment for employee use.

Track obsolescence of software and hardware. Prepare evaluations of software or hardware.

Software Support: VDI/365 Office/KSN/SharePoint/Video, camera, Microsoft Teams, Visio

Participated in Tech-Talks with Upper FAA Management over Academy Products and Services, deployment/Tech Refresh/Break-Fix

GENUENT GLOBAL, LLC COMPANY: ARCHROCK 01/2020 – 07/2021

Job Title: Client Support Analyst

Network Monitoring Tools: Cisco Meraki Tool: Measure WAN, Cellular, Live Data Packet Exchange Versus Historical Data, Orion Network measuring tool, Solstice Dashboard (Used for office meetings across WAN\LAN) Resolves Basic Network Related issues – Install/testing/configurations of network lines/ports/Re-seating network lines setup of basic network routers/hubs Cisco Switch trouble-shooting.

SME Knowledge Base Expert – Create Documentation to share with team members on new Software/Hardware Resolutions.

Active Directory/ARS User and Service Accounts, Network share permissions, Objects, etc

Multi-Task Service Calls, Projects, and Vendor discussions simultaneous

Critical Thinker/Quick resolve from PC to Mechanical Instrumentation in Field with wifi access

Compiled and Completed Projects as assigned in relation to new deployment of network devices.

Used Microsoft Service Manager Console 2012 for Customer Ticketing System. Hardware Asset Tracking using Provance Asset Management tool

Trouble-shoot Cisco AnyConnect VPN Application and Services

Install/Maintain Network/Local/Remote Print Services and in Home network routers/hubs - WFH

Image/Configuration/Trouble-shoot GETAC/Lenovo laptops/desktop for software hardware issues

Installation/Configuration of Software components, custom setup for Altronic/Caterpillar software.

Activation/Configuration/Trouble-shoot Iphones including Hotspot for cellular service.

Maintain IT Asset Hardware Inventory using SharePoint\Provance Client Software Tools

Shipping software such as FedEX, UPS Worldship

Used Cisco Unified CM Administration application to setup IP Phones\IPC Communicator

Monitor/Maintain Network Camera UVN Camera Surveillance System -24 Camera data link

On-site Local Support for all computer related/cell phone/tablet related issues: iOS, Android, various carriers

Participated in weekly monthly meetings to bring work topics/recommendations/resolutions to the table

CNI, LLC DETAIL: MMAC 10/2015 – 12/2019

JOB TITLE: USER SUPPORT TECHNICIAN II

Remedy: Ticket tracking application. 10 Years Web-Based/Client-based

SME: Specialized Software in relation to various software applications, hardware, network

Queue Monitor

Active Directory: User/Service Accounts, File Permissions, Objects, Printer configurations

Critical Thinker: Resolves user complex issues using remote control/hands on support to quickly resolve requests

Configuration of TOAD Software: Oracle Client and Server Based.

Installation of Adobe Full line of products: Flashplayer, Photoshop, Professional, Captivate, After Effects

Installed software, modifies settings, replaces hardware, etc. to resolve user issues. Resolves desktop and network issues to restore service. Install/Trouble-shoot customer custom software applications.

Imaged Desktops\Laptops\Tablets Configured BIOS Setting as necessary for deployment

Performs Complex software installation, configuration and troubleshooting, upgrades software packages, and applies updates and fixes to any existing software products to customer specifications

Configures network components via remote control such as Network Printers/Network shares/Resources

Configures/troubleshoots printers, scanners and other peripheral devices. Removes/uninstalls hardware

Documented/Created Knowledge Based Article to provide support actions taken to resolve incidents

Supports lifecycle management of AIT equipment and deployment through exchange procedures

Ensures installations are accomplished per plan, manufacturer specifications, and industry best practice.

Resolves technical issues, ensures issues are resolved per AIT direction

Used Web-based/Client based Remedy Application tracking system to track user service requests

Monitor and react to resolve outage events immediately. Escalates incidents to the next level tier support level or the appropriate group per FAA guidance as specified.

Provides management with the status of projects, problems or other outstanding project related issues

Maintained professional/courteous helpful customer service throughout customer contact

Plans daily activities within the guidelines of company policy, prioritize issues according to affected users impact and work stoppage as related to overall throughput

Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers and will immediately correct any unsafe conditions to the best of own ability

JOB TITLE: 1_5 TECHNICIAN

Duties: Installation of Software applications: Microsoft Office, Adobe Products, various other custom software applications. Also tasked with Oracle-based programs such as TOAD – SQL-Server/Client based. ADT2 – with Oracle platform due to high success rate

Installation/Trouble-Shooting of custom applications: MOVI\JABBER; CISCO VPN Services\Office 2016\FTP applications\Tech Smith Software including SnagIt\Lectora\Camtasia\ Many Software Web-based Applications-trial runs

L3 STRATIS DETAIL: MMAC 05 2009 – 10/2015

JOB TITLE 3RD SHIFT SITE LEAD

Direct 3rd shift team of 6/total team 60 - Assisted Service Desk Manager for special projects, managing processes, noting trends, making recommendations. Couching employees for self-improvement plans.

Performance Measurement: Defined and measured targets on a daily\weekly basis. Escalation: Performs De-escalation of customer, identifying process\procedures and Best Practices

SharePoint duties on include access to data analytics

Process Compliance: Provided Distribution of current process compliance information

Communication: Providing verbal\written communication skills to distribute information quickly

Reporting: Creating\running reports to define metrics and measures to achieve daily totals

Resource Utilization: Determined appropriate schedules based on peak times and demand for services. Ensured schedules are staffed appropriately when forecasting possible outages or maintenance

Personal Actions: Set clear goals, objectives and expectations for each staff member individually and the Service Desk completely. Met with each staff member regularly to review expectations.

Identify coaching, educating or supervising needs based on performance and attitude

Onboarding/Training: Ensured all new hire On-boarded effectively by providing training First steps

Ensure technicians receive additional training to assist with gaps in performance.

Ensured all technicians understand expectations for the performance of their position – Monitored trained taken to ensure all technicians are proficient in the requirements of their position

JOB TITLE: SERVICE CENTER: SUPPORT LEAD

Support Lead Duties: Providing training/mentorship to new hires, ensure co-workers to follow most current processes: SLA reinforcement, coaching as necessary.

SharePoint duties on include access to data analytics

Created and update Knowledge Base articles to define processes and work flows

Experienced Queue Monitor – Service Center/Email Monitor

Provided feedback between supervisors and technicians directionally as needed for event handling

Performed additionally duties as needed such as Manage inbox distribution, Monitor Service Queue to provided best customer service possible in accordance with FAA policy, Helpdesk Technician:

1st call resolution met target 95% resolution rate. Trouble-shoot: Active Directory Account Management, Software applications, Network Connectivity, Printers, VPN, and other Projects as needed

KFORCE / COMPUTER SCIENCE CORPORATION 03/2009 – 04/2009

JOB TITLE: Software / Hardware/Quality Technician

Deployment of New Computer Hardware (Desktops, Laptops)

Created, removed, and changed Active Directory Accounts using Domain Administrators accounts.

Installed standard and custom software

Installed Zenworks, including Citrix Apps Program, SCCM application as migration tool

Setup/configured network printers, mapped network drives, Setup/configured Lotus Notes email program

Trained user on use of Lotus Notes throughout facilities TACCOM

HP INSTALLER TEAM LEAD 12/2008 – 01/2009

Managed small deployment team for the processing, procedures, and trouble-shooting of Hardware/Software Challenges to complete project on schedule

Deployment Project: Backup/Setup of Desktop Replacement

Setup Active Directory Groups/Users/Exchange Accounts/Outlook customized settings

Mapped Network Printers/Network Drives/Cisco Switches and Routers, US Senate Helpdesk Recognized and picked me as team lead on site to fulfill deployment

WINDMILL INTERNATIONAL 06/2008 – 12/2008

JOB TITLE: Logistics Coordinator / Lead Position

Managed small deployment team, coordinated with on-site employees for deployment activities

Installation/Setup/configuration of New Enrollment Centers throughout the United States

Setup included Notebook/Docking Station/Printers/Credit Card Machines/Biometric scanners/network cabling as necessary/Cisco Switches/Routers testing of network ports and capacity/speed

Training of Field Agents on New Software Security Program

DELL, INC 10/2007 – 04/2008

JOB TITLE: FDI\XPS Technician

Supported High-end desktop, notebook computers, Wireless Communications Detailed-oriented

Ordered component parts for desktop/notebooks through complex trouble-shooting steps, De-escalation of customer which have called 3+ times for the same technical issues Offered Total Solution sale to customer for better performance, preventative maintenance for the computer needs

Received “Kudos” acknowledgement for excellent customer service in a timely manner

Rewarded for Total Solutions Sale for high performance

LEADERSHIP INC DETAIL: TINKER AIR FORCE BASE ON-SITE 07/2005 – 09/2007

JOB TITLE: Helpdesk Tier 1 Support

Active Directory – User Management: Access hours/Network groups

Performed Basic Support, Password Resets, map network drives, map network printers

Used as interface between Tinker Infrastructures Engineers on Migration from Lotus Notes to Exchange mail client. Became POC for communication transfer.

Selected to go through training process: MSCE 2007 due to high performance rating at Helpdesk.

DELL COMPUTER CORPORATION 11/2004 – 06/2005

JOB TITLE: ATG In-bound Sales Consultant

Custom-built computer systems according to customer needs/wants/budget analysis

Goal for Company Affordable technology at an Affordable price

Many referrals to manger about excellent customer skills

SSI TECHNOLOGIES 03/2003 – 03/2004

JOB TITLE: Computer Specialist / Machine Operator

Technical Support computer encoder Machine with network databases in SQL Server/Access Database

Merging Technical Knowledge to practical hardware and machine operation

Increased Productivity throughput by 25% due to improved modifications on software/hardware layout

Decreased Fallout rate from 15% to .05%

HOMELAND SECURITY/RS SOFTWARE 06/2002 – 01/2003

JOB TITLE: IT Supervisor

Managed small IT Team in deployment of TSA project for Training Materials

Configuration of Sever/Client-based workstations for classroom deployments

Suggested to FAA Management how to streamline computer imaging process and throughput – Note: Completed Closed-ended project 3 months earlier than projected time

Imagined/Trouble-shoot LAN(s) network (756 Servers 21,000 clients using CISCO Switches) class setup

Managed group of IT personal with installation of custom software using Norton Ghost for Imaging

FREEDOM CAREER LEARNING CENTER 10/2001 – 03/2002

JOB TITLE: IT Instructor

Installation and setup of Skill Vantage Administration Database for new students and assigning Exchange Server 2000 accounts to new students

Using CBT- based training techniques, provided supplemental support for specific areas of difficulty

Courses included: A+, MCSE 2000 Track, MOUS and other courses

AWARDS AND RECOGNITIONS:

Received “Kudos” acknowledgement for excellent customer service in a timely manner – Dell Inc.

Awarded Certificate title “I Get It Done” Issuer Leadership, incorporated for outstanding performance in migration project to include: Leadership Inc: Tinker Air Force Base

1) Mail Client Migration from IBM Lotus Notes to Exchange Outlook.

2) Updated Microsoft Office 2000 to Microsoft 2007

3) Changed from Network password log in, to Bio-metric log in.

EDUCATION:

Program: Microsoft Certification Systems Engineer

Microsoft Certified Professional Desktop

Microsoft Certified Professional Server

ITIL Version 3, Certified

HDI Certified

A+ Certified

2001: Freedom Career Learning Center

2007: Leadership Communications, Inc

MCSE 2000 Track/MCSE 2003 Track/MCSE 2012: Self Study/MCSA 2016 Self Study

Currently Studying the Latest CCNA (recently changed to All-In-One/Net+/Security+)

Note: Taken over 90 College credit hours towards Computer Science Degree: Programming courses: Systems Analysis and Design, Account I/II/Managerial Accounting, Assembler, Foxpro, Dbase II III, Pascal, Interpersonal Communications

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