Support Technician Customer

Objective

Senior Site/Remote Support Technician, NT/2000/XP/2003/Win7/2008/2012/Win10

Desktop/Server Support,, Exchange Administration, Office 365 Administration

Dell/HP HW Technical Support Specialist

7 Years working in Audio Visual support for Marriot Corporation

Professional Experience

WELLMED / OPTUM – Help Desk Support Analyst 10/2024 to Present

Desktop hardware / software refresh on site (Corporate Office and remote) – Approximately 2300 users.

Software troubleshooting and installation on all sites. (Windows 10 and 11 OS)

Remote and on site software/hardware support for DFW/Fort Worth locations and users.

Installation and support for all printers and related systems both personal and site units.

Customer Support for all known issues including software support, new hire account creation, and hardware break-fix for existing units.

Break down of hardware at decommissioned sites and disposal of retired equipment.

Support and monitoring of all DUO and Microsoft multi factor authentication accounts and access rights.

Support for all Active Directory memberships, password resets, and domain account support.

Responsible for escalations of user SharePoint share access rights and services.

The monitoring and deployment of all account and security updates.

MURTECH CONSULTING (Globe Life) – Desktop Support Technician 9/2024 to 10/2024

Desktop hardware / software refresh on site (Corporate Office) – Approximately 1500 employees

Software troubleshooting and installation on site. (Windows 10 and 11 OS)

Re Image of all Windows units on site.

Customer Support for all known issues including software support, new hire account creation, and hardware break-fix.

Support and monitoring of all DUO and Microsoft multi factor authentication accounts and access rights.

Support for all Active Directory memberships, password resets, and domain account support.

Responsible for escalations of user SharePoint share access rights and services.

Monitored and recorded all hardware repairs and updates, ensuring that asset condition and history were accurately documented.

All Dell desktop and warranty repairs including both depot and on site repairs.

MURTECH CONSULTING (WELLS FARGO PROJECT) – Desktop Support Technician 6/2024 to 7/2024

Desktop hardware / software refresh on site – Approximately 260 employees

Software troubleshooting and installation on site. (Windows and Mac OS)

Re Image of all Windows units on site.

Customer Support for all known issues.

Monitored and recorded all hardware repairs and updates, ensuring that asset condition and history were accurately documented.

All Dell desktop and warranty repairs.

Support for I Cloud Backup. Support for One Drive configuration and Backup images

SRS DISTRIBUTION INC.- Service Desk Analyst-Desktop Support 12/2023 to 4/2024

Desktop Support (onsite & remote) for Approx 200 sites in US – Approximately 2500 employees

Remote and onsite Support for Win 10, Office 365, Apple Monterrey, Ventura,, Sonoma other soft wares as needed

Implemented and maintained software asset management processes to ensure compliance and optimize software usage.

SCCM Support for software and remote configurations

Support for I Phone and Android Email configurations.

All Dell desktop hardware support and warranty repairs.

Support for I Cloud Backup. Support for One Drive configuration and Backup images

Responsible for network outages and support including site outages, issues with remote IP supported cameras and other network devices.

NORTH TEXAS TOLL ROAD AUTHORITY-Level 2 Desktop Technician 12/2022 to 11/2023

Desktop Hardware and Software Support for 3000 Employees at Call Center

SCCM Support for software and remote configurations

Remote and onsite Support for Win 10, Office 365, Apple Monterrey, Ventura,, Sonoma other soft wares as needed

Responsible for support of network devices and server systems.

Dell desktop Warranty Repair Technician, Remote printer installations and support.

Extensive support for Polycom Video conference units both TEAMS and ZOOM formats.

Extensive support for Audio Video systems for Corporate conference systems.

Active Directory account support for both hardware and user accounts.

Software re-imaging and laptop/desktop configuration for all users.

THE PICTURE PEOPLE,-Level 3 Senior Technician 1/2008 to 12/2022

All incoming Desktop Hardware/Software Support calls to National Help Desk

Support for 360 locations in USA – 2500 Employees

Responsible for support of all on site network systems including IP cameras, Servers, Network Applied Storage systems, and IP Phone systems.

Supported and was involved in creation of ad material using Adobe Creative Cloud, Premiere, After Effects, and Photoshop platforms.

Remote and onsite Support for Win 10, Office 365, Apple Monterrey, Ventura,, Sonoma other soft wares as needed

Implemented a standardized asset tagging system to facilitate tracking and streamline asset management process

Desktop / hardware deployments for large groups, Dell, Cisco, Netapp Devices

Remote Support for all Netapp NAS devices both hardware and software

Qualifications

15 Years Desktop Hardware Support in field

10 Years Apple Mac Hardware Support in field.

10 Years Help Desk remote Support

5 Years as Help Desk Team Lead (TPP)

10 Years Active Directory and SCCM Support

10 Years Networking Support including IP cameras and other systems.

15 Years Customer Support

Education

School of Communications – Associates

Eastfield Community College

Richland Community College.

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