Help Desk Desktop Support

Phillip D. Bouie

IT Help Desk Desktop Support Network Technician

Email: *******@*****.***/*******@****.*** Phone: 210-***-**** Location: San Antonio, TX 78201

Objective

To leverage my extensive experience in IT support and customer service to deliver exceptional Help Desk and Desktop Support for internal and external end-users.

Skills

Proficient with Windows OS (up to Windows 11), Active Directory, SCCM, and Office 365 administration.

Hands-on experience with computer hardware including desktops, laptops, tablets (iPads/Android), mobile devices, printers (network/local), thin clients, and VMs (AWS, VMware).

Skilled in ticketing systems: ServiceNow, Remedy, Salesforce. Proficient with Teams, Outlook, VPNs, encryption software, and MDM applications.

Networking: Cisco, Juniper, and VeloCloud (SD-WAN); basic troubleshooting of internet connectivity.

Supervisory and leadership experience in team lead and team supervisor roles.

Professional Experience

Randstad Digital – Alliance Bernstein

Global Service Desk Technician Dec 2024 – Mar 2025

Delivered Level 1 support for global employees via phone, chat, and email.

Handled account password resets, software installs, hardware and software troubleshooting, and MDM/2FA configuration.

Provided AB account advisors and AB customers website support including account access issues and how-to support.

Monitored global sites for security and building access alerts

Strategic Systems – Capital Group

Migration Technician Jul 2024 – Aug 2024

Replaced old hardware (monitors, docking stations, webcam) with updated setups.

Managed proper cable routing and monitor configurations for various workstation types.

Artech – CPS Energy

NOC Technician May 2024 – Jul 2024

Monitored network systems using SolarWinds; responded to server alarms.

Diagnosed network connectivity issues across routers and servers and contacted the appropriate site techs according to established protocols.

Insight Global – Conn’s HomePlus

Level 2 Helpdesk Technician Jan 2023 – Nov 2023

Provided level two support for corporate employees, the collections call center, training department, work at home employees, and retail locations

Deployed, setup, troubleshot, and replaced laptops, desktops, printers, thin clients, AWS virtual desktops

Administered VPN, 2FA, AWS Workspace, and encryption reset.

Saviege – Becton Dickinson (BD)

Technical Support Technician Mar 2022 – Sep 2022

Supported Pyxis medication management systems via SQL, SAP, and ServiceNow.

KRG – USAA

EUC Service Desk (Level 1.5) Apr 2021 – Sep 2021

Provided level 1.5 (2) support to all USAA WAH, WFH, and field inspecator employees via phone, email, and chat with their connectivity, hardware, and software issues. Support Dell and Panasonic laptops, Dell Micro PC’s, and Mac’s as well as HP Printers and Citrix Virtual machines. Also supported and troubleshooted software issues with Windows and Mac OS, O365, password resets (system and network software installs

Assisted with virtual environments, SD-WAN routers, and mobile device support.

Apex Systems – Wal-Mart

Voice Operations Technician Mar 2020 – Mar 2021

Supported VOIP rollout remotely across all retail and distribution center locations.

Remote setup new switch/voice gateways with onsite technician

Trained store staff and coordinated dispatch For on-site hardware issues.

Enterprise Products

Field Desktop Support Nov 2019 – Dec 2019

Supported remote field and on-site staff with software installs, hardware troubleshooting, and PC deployments.

Apex Systems – USAA

Remote Support Technician Mar 2017 – Jul 2019

Provided second-level support for remote employees; managed network printers, routers, and Office 365 issues.

Participated in projects including remote equipment refreshes, service desk pilots, and phone upgrades and support.

Education

Winston Churchill High School - Graduated 1988

San Antonio College (Not Completed)

New Mexico Military Institute

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