Desktop Support Analyst

Stuart T. Youens

Houston Texas ***** Phone: 832-***-****

******@*****.*** www.linkedin.com/in/stuart-youens

Certifications

**** ***** ********* ******* ********* Credential ID CSCO12992078 (Expired)

2015 Dell Alien-ware Dell Networking Dell Certifications via Dell Tech Direct

Dell Printers Dell Chromebook

Dell Desktops Dell Laptops

Dell Servers Dell Ruggedized

Dell Dispatch Policies and Procedures

2015 Lenovo Desktops Lenovo Laptops Lenovo Certificates via Lenovo Online

2008 Dell Certified System Expert Dell Certificate

2004 A+ Operating Systems CompTia Certificate

A+ Core/Hardware Credential ID COMP001002474524

Experience

System Consultant

Longview Technologies at Sasol

October 2022-Current

Computer refresh project. Image Dell laptops, desktops and tablets with corporate image. Make sure all hardware is installed and operational. Install corporate software on systems. Set appointments with users and schedule them to come in for data transfer and setup. Do actual data transfer to user's satisfaction while looking for any software not installed via SCCM Software Center so it can be added to repository. Some users at Tucson office mail and schedule appoints to do data transfer for them via TeamViewer. Go onsite to another Houston plant and schedule users there for their setups. Do follow up with users to make sure they were happy with new system. Normally, I work with a tech onsite to do these, but this company told me where the equipment was and I had to develop processes to image equipment, contact, schedule, perform setups and follow ups.

Desktop Support Analyst

RMS/MAM/RTG/PHH/CSS Houston, TX

September 2016-Aug 2022

Reset passwords, unlock accounts, resolve issues with web sites using Microsoft Edge, Google Chrome, Firefox or Internet Explorer, resolve issues with system incompatibilities, install various software, resolve hardware issues with various types of laptops, desktops, servers, docking stations, monitors, printers, act as standby support for executive meetings via WebEx, Teams, or other online platforms, work with remote users using GotoAssist, Teamviewer and Quick Assist, manage in house inventory and assets, help users get connected to network via VPN using Cisco AnyConnect, Juniper Pulse Secure and Cato, help users connect to wired and WiFi at home, manage Active Directory users and groups, create new users, create security groups for Active Directory, disable accounts when users quit/termed, make security badges for access to various parts of the building, work tickets in ServiceNow, SolarWinds and Jira to meet SLA requirements, relocate users desks, setup laptops and desktops for users, assist off shore users with Citrix issues, check Citrix server for load balancing and put hosts in maintenance mode if needed, reboot Citrix hosts as needed once all users are either off host or determined hung, resolve issues with printers, contact outside vendors to resolve issues with hardware or software, image desktops and laptops with SCCM, configure Cisco routers descriptions to match host names, usernames and change VLAN to match data, phone or printer VLANs, configure Cisco phones for users in Cisco Configuration Manager, retrieve calls in VDI interface. Transitioned entire company to RingCentral and showed users how to use the interface. Manage Microsoft tenant to add shared mailboxes, add shared mailboxes in Microsoft Exchange Server. Primary and sole contact for 400+ users to resolve any issues. Assisted setting up entire new printer hardware and software, as well as new Cisco access points, routers, switches and controllers.

Summary of my time with RMS/MAM/RTG/PHH/CSS

Worked same location for 6 years assisting or overseeing many migrations of various software, hardware. Started with Reverse Mortgage Solutions (500 users) after working for a staffing company then Mortgage Asset Management LLC (800 users) bought them out. Next I was transitioned to Reverse Technologies Group they acted as a staffing company for MAM. Finally they moved me from there to Contemporary Staffing Solutions working with Ocwen Financial Inc/PHH Mortgage (7700 users) until my layoff on August 31st 2022.

Desktop Support Analyst

Matlen Silver Staffing for RMS Houston, TX

May 2016-September 2016

Reset passwords, unlock accounts, resolve issues with printers, relocate staff, resolve issues with desktops, resolve issues with laptops, Use Teamviewer to remotely connect to user's computers and resolve issues. Update various software Juniper VPN client, Citrix Receiver, image computers using SCCM, add/remove shared mailboxes in Exchange, add/remove Active Directory groups for access to network resources.

Deskside Support Technician

Compucom Incorporated for GE Houston TX

August 2013-March 2016

Life cycle replacement for end user PCs, Set up new systems for users installing various software

Ensure user login capability (McAffee Endpoint Encryption, Windows, Outlook, GE Web Portal), Manage incoming/outgoing assets, Use web-based service ticket interface, Assist users with almost every aspect of their daily tasks (computer-related), Order and replace hardware for Dell, HP, Lenovo systems

Helpdesk Support Technician

Technisource Staffing for IBM Intrastructure @ BP Westlake Houston TX

March 2013-May 2013

Migrated users to new computers, repaired and/or re-imaged computers for end users (hardware and software)

Disconnected and then reconnected computers at new location and supported users at new site

IT Support Analyst

Collabera for JP Morgan Chase Bank Houston TX

Dec 2012-Feb 2013

Trouble shooted performance and connection issues for virtual PC environment using Citrix Virtualization Desktop Agent, Mapped network drives, Set up printers, Remotely connected to client PCs using Microsoft Remote Assistance on a global network, Trouble shooted connection issues between clients’ PCs and corporate network using Internet browsers, Internet service provider, and Citrix Receiver software, Trouble shooted issues with ThinNet clients (Cisco, Devon IT), Set up sound, dual-screen video, and Firmware versions on ThinNet clients, Checked status of user corporate accounts using Active Directory and reset passwords, Checked status of SecureID token accounts, reset password and vetting users, Used Active Directory to connect to remote virtual PC services and device manager, Remotely connected to virtual PC registry to check for issues

Helpdesk Support Technician

Technisource Staffing for IBM at AT&T Bellaire TX

Feb 2012-Nov 2012

Lease rolled computers for both call center and individuals that worked both in office and virtual office, Resolved problems with PCs and network issues via onsite, phone, remote access, wireless, or wired connections, Used online database to retrieve and complete work orders, Educated users on navigating Windows 7 and Office 2010 on their new PC, Used Windows PE Environment to fix PC issues, copy user data, and install operating systems, Used Norton Ghost to create images to install on call center PCs, Set up clients to use printers, network shares, scanners, and fax servers, Installed Windows 7, Windows XP, Office 2010, and many other programs, Used Active Directory to reset passwords and check validity of user accounts, Set up VPN clients for users to connect to AT&T intranet through home wireless, wired, or dial-up connections, Assisted users in day-to-day operation, from moving a monitor to helping relocate clients to a different cubicle,

Self-Employed Computer Technician & Consultant

Pasadena Texas

2008-2012

Trouble shooted network and computer issues, Diagnosed Internet issues, Set up remote access via remote desktop and VPN, Trouble shooted software issues, Maintained billing software (with doctors’ offices), Assisted with claims submitted to insurance companies and claim rejections, Set up, diagnosed, and maintained electronic medical records, Set up, trouble shooted, and maintained both hardware and software backups for the server via mirrored drives, external or online backups, Diagnosed hardware bottlenecks in their existing network to enhance performance,

On-Site Dell Technical Support

Technet Computers Beaumont Texas/Southwest Louisiana

2008 – 2008

Accepted work orders by logging into Technet network, Planned daily work schedule, mapping out driving routes with Google Maps, Drove daily to Beaumont, TX to pick up Dell replacement parts, Proceeded to various Southwestern Louisiana locations from Beaumont (including but not limited to Sulphur, De Ridder, Lake Charles)

Repaired PCs and laptops that were under Dell warranty, Shipped old parts back to the manufacturer using pre-paid shipping labels

Computer Technician

Systech Solutions Clear Lake Texas

2004-2007

Trouble shooted both hardware and software problems, Set up new computers and networks for clients

Solved in-house PC and network issues, on-site and in-house data repair of the Medisoft program (Cybase database), Fixed and set up on-site backups, Trouble shooted and set up Windows XP 2003, 2000 Server and Client Operating Systems, Set up both Internet access for clients and remote capabilities, Remotely accessed via Ultra VNC clients systems to diagnose, troubleshoot, and fix many software issues

Education

2005 – 2006 San Jacinto College Clear Lake/Pasadena TX IT CCNA

3.8 GPA

Notable Mention: Invited to Join the SJC Honor Society

2005 Houston Community College Stafford TX Wireless Technology CWNA

1992 College of the Mainland Texas City TX GED

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