It Support Desktop
Resume:
Tenecia S. Prichett
Houston, TX *****
*******.********.***@*****.***
Experienced and dedicated IT professional with over 20 years of progressive experience supporting and managing IT infrastructures in legal, energy, and educational environments. Expertise spans end-user support, security, networking, mobile billing, IT finance administration, endpoint/user management, cloud services, virtual machines, telecom, and service/ticketing platforms, virtual machines, operating systems, data center infrastructure, and service/ticketing platforms. Proven ability to manage cross-functional relationships, resolve escalations, and lead user-centered IT initiatives. Established expertise in coordinating IT projects, troubleshooting complex technical issues, and delivering white-glove end-user support. Demonstrated success supporting remote and hybrid environments, coordinating office expansions, and handling full asset lifecycle management. Skilled in ServiceNow, SCCM, Active Directory, NetSuite, Microsoft 365, QuickBooks, Intune, and mobile device management (iOS and Android). Known for delivering high-performance service and driving improvements through process documentation, knowledge base contributions, and proactive user engagement. Holds an M.B.A. and B.S. in Computer Engineering Technology, with a strong understanding of aligning IT services with business operations. Excels in building trusted relationships, managing escalations with professionalism, and ensuring quality outcomes in fast-paced, customer- focused environments.
Education
Network System Admin Professional New Horizons Computer Learning Center, Houston, TX – 01/2018
Master Business Administration University of Phoenix, Houston, TX - 09/2011
B.S. Computer Engineering Technology Prairie View A&M University, Prairie View, TX - 12/2006
Experience
Sr. Desktop Support Specialist (Contract/40 HRS.) 02/2024-09/2024 TekSystems-(OneOK,Inc.)
Mont Belvieu, TX
Provided hybrid IT support to both field and office staff, resolving technical issues efficiently through ServiceNow and facilitating coordination between remote and local teams. Served as a key liaison between the Mont Belvieu office and Tulsa network operations, enhancing cross-departmental communication and issue resolution. Managed the full asset lifecycle, including inventory maintenance, patch management, and ensuring device compliance across desktops, laptops, mobile phones, and iPads. Assisted with mobile device onboarding and configuration, working closely with IT Security to uphold CISA-compliant patching standards. Oversaw device shipping logistics and user transitions, while supporting smaller IT initiatives through structured project management tools such as Project Place. Regularly tracked and reported weekly performance and issue resolution metrics to support continuous improvement efforts.
I.T. User Support Specialist (FT/40 HRS.) 01/2019-02/2024
Simpson Thacher & Bartlett LLP
Houston, TX
Delivered white-glove technical support to legal professionals in a fast-paced environment, resolving complex hardware, software, and networking issues both onsite and remotely. Played a key role in a multi-floor office expansion by coordinating end-user transitions, managing technology relocations, and collaborating closely with the remote IT team in New York. Provided ongoing support for system upgrades, maintained accurate asset tracking, and created documentation for repeatable IT procedures. Handled user account provisioning, conducted equipment audits, and offered AV support for meetings and legal presentations. Utilized ServiceNow to manage service requests, monitor incident history, and contribute to ongoing internal process improvements.
Support Technician (FT/40 Hrs.)
Pasadena Independent School District
Pasadena, TX
05/2018-01/2019
Resolved daily end-user support tickets and escalated complex technical issues requiring specialized intervention. Installed, configured, and maintained workstations and peripheral devices across multiple campuses, ensuring consistent functionality and performance. Delivered training sessions to faculty and staff, focusing on network access, security best practices, and effective device usage. Managed software imaging, performed system updates, and oversaw hardware replacement workflows to maintain a secure and efficient IT environment.
Network Administrator (FT/40 Hrs.) 05/2015-11/2016 Stewart&Stevenson
Houston, TX
Provided Tier 1 & 2 technical and operational support; conducted problem analysis and troubleshooting assistance. Provided account management support via Active Directory, client connectivity support, and client application support for various devices. Configured, managed, and maintained network equipment, servers, PCs, mobile devices, network printers, and other office technology. Mentored future programmers in a group setting, provided them with insight of the day-to-day tasks of a network administrator. Lead the E- Device Team in day-to-day support issues. Configured and installed client software including operating system, VoIP telephones, and specified software applications. Ensured all incremental company backups were successful. Provided technical support for smartphones and hand- held devices. Created and repaired desktop/laptop systems images via pre-boot environment. Installed new software releases, patches, and system upgrades. Performed windows migration from win 7, 8.1 to 10. Performed add/remove user changes, and role permissions for new and old employees via Active directory. Improved the overall network capabilities by implementing new connectivity hardware and software network configurations. Oversaw maintenance and asset tracking for hardware/ software related items via Microsoft System Center Configuration Manager (SCCM).
Network Technician (FT/40 Hrs.) 06/2008-05/2015
Prairie View A&M University College of Nursing
Houston, TX
Provided computer helpdesk/desktop support and technical training on hardware and software to end users. Maintained a supervisory role for development/maintenance team, including resolving team issues and team building. Provided consultation to clients on applications, hardware troubleshooting, software, and networking issues. Performed PC refresh, windows 7 migration for over 700 users throughout the Nursing College. Provided image capture/deployment for systems. Provided application support as well as enterprise solutions for email, web, antivirus for windows-based domain and network security services. Submitted recommendations to improve the efficient use of all systems and respond to special requests for pertinent system data. Conducted routine hardware/software audits of workstations and servers to ensure University compliance. Developed and promoted IT standard operating procedures. Provided computer audiovisual/ simulation interfacing and network support for virtual learning program. Maintained equipment inventory for all technology equipment. Documented all Helpdesk ticket resolutions and provided overall assistance of the daily administration.
Key Skills
IT Support & Troubleshooting (Remote & Onsite) End-User Experience & Escalation Management ServiceNow & Ticketing Systems Mobile Device Management (iOS, Android) Mobile Billing Tools (e.g., NetSuite, QuickBooks) Asset Lifecycle & Inventory Control IT Finance Support & Contract Renewals Active Directory & User Account Management Microsoft 365
Intune SCCM Teams Project Coordination & Cross-Team Collaboration Network Configuration & Security Patching
(CISA Compliance) Knowledge Base Creation & Process Documentation Customer Service & Stakeholder Relationship Building
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