Desktop Support Tech

Cecil L. George

**** ****** **** ****, ****** Texas 76210

Cell: 469-***-****

*********@*****.***

Professional Experience:

Zenzar Endpoint Support Analyst II Carrollton, Texas November 2024–June 2025

Provides customer support for enterprise applications, operating systems, endpoints, and peripheral devices, including installation, maintenance, upgrades, troubleshooting, problem resolution, acquisition, and replacement

Performed daily tasks in intune with computers and mobile devices

Installed and performed necessary updates on PC for Software

Supervise and manage asset inventory in service now for onsite and remote support team

Serving as second point of escalation for resolution of desktop or laptop related incidents, service requests, and connectivity issues

Served as support tech for conference meeting using Crestron devices

Assisted users with password reset and account activation via active directory and ADManager Plus

Shipped and received items to customers via UPS and Fedex

Provides daily support of Office 365 user and Teams users

Upgraded customers from Windows 10 to Windows 11 and performed necessary troubleshooting

Provided support for Cisco Voip phones

Utilize Nexthink to monitor computer usage and get data

Allergan Deskside Support Lewisville, Texas January 2019–August 2024

Performed mobile IT support to multiple facilities, Receiving and performing inventory of devices.

Conducted daily meetings with team on various updates

Installed and performed necessary updates on PC for Software

Worked with various vendors and service providers to ensure a productive environment

Re-imaged Lenovo PC’s via SCCM and installed software’s

Assisted users with password reset and account activation via active directory

Logged and worked tickets via ServiceNow, Trained users on proper utilization process

Worked with contractors on network line dropped and activating drops

Provided support for devices installed in training room and conference room

Setup and transported PC and printers to multiple facilities, Responsible for all workstation, printers, and telephone services

Track and monitor all support requests and incidents to ensure timely resolution

Execute, create and evolve standardized technology solutions and operating systems

Provided support for both Mac and Windows PC via remote connection

Cardinalhealth IT System Analyst Lewisville, Texas May 2018–October 2018

Install, maintain, test, analyze, and provide problem resolution for all local and remote hardware and software elements, including but not limited to PCs, cell phones, tablets, laptops, printers, and other peripherals

Take ownership of issues and work with third parties to resolve issues when needed

Upgraded and transfer user’s accounts and data from old to new pc

Cross grant permissions for user’s accounts via AD and server, Setup new user accounts and network printers

OS installations and upgrade performance & monitoring, Converted users pc from PGP to Bitlocker

Provided support for both Mac and Windows PC via remote connection

Worked with various vendors and service providers to ensure a productive environment

Setup meeting and conference room equipment for live events, also maintained all audio video equipments,

Performed troubleshooting repair and or replacement when necessary

Worked with vendors to make sure audio video is ready to go before meeting events

Prepared users and pc's for work at home also Upgraded users to office 365

Assisted Tier 1 support in resolving trouble tickets via Kace and Servicenow

Converted and trained users form using jabber to Skype for business also Installed also supported genesys interactive and verint

InComm Analyst II, Ntwrk OpsCntr Richardson, Texas June 2017- May 2018

Monitors and controls network to ensure all lines and sites are working properly via Splunk

Monitors various servers for alarms and or alerts, recognize alarms\alerts and resolve immediately

Escalate issues with proper channel when necessary and initiate the bridge when needed to resolve issues

Initiate the necessary procedures to manage and resolve system failure to resolve services immediately

Monitor CPU usage on all systems to allow for optimal functionality

Interact with vendors accordingly to either resolve and or prevent system failures

Ensure compliance with security for auditing requirements, updated confluence with KB instructions

Strasburger & Price, LLP Sr Desktop Support II Dallas, Texas April 2017- June 2017

Executive level IT support as well as supported four remote sites-supporting 200+remote end users

Performed desktop reimaging, repair and deployment, Daily monitoring and removal of malware\spyware

Support for printers, scanners, iPhone, android, Mac and tablets, supported Citrix XenApp for remote users

Run daily report for incidents utilizing HEAT ticketing system

Deployed Windows 10 to users, provided technical support for both hardware and software configuration

Associa Desktop Support Tech II Richardson, Texas May 2016–December 2016

Performed desktop support for appx 400+ Associa employee’s vendors and branches, assisted users with issues via Citrix on a thin client

Performed reimaging and file transfer for user’s desktop and laptops, also via SCCM\Troubleshoot network TCP\IP issues

Order\purchase mobile devices for users via carrier websites. Activate sim cards when needed for mobile devices

Upgrade\repair desktops, laptops thin clients and mobile devices, Provide support for all conference rooms and VTC setup

Replace projectors\bulb when needed, also replace and remount TV’s and DirecTV devices\ Crestron air media

Responsible for all training room computers\projectors and all issues that may arise during training class

Monitor conference\meetings for any possible live feed issues that may arise, Cisco IP Telephone configuration and installation

Ran necessary wiring for conference rooms such as HDMI, VGA, DVI, AVID, ETHERNET as needed

Modified and resolved ticket via Service now and fresh service Added pc’s\users to the proper OU via active directory

Performed certain users\pc modification via Active Directory\ Group Policy also BitLocker recovery

Retire old devices from AD when no longer available/Performed command line prompt using PowerShell

Assisted with creating KB article setup schedule and trained help desk techs. Performed support for users

Lennox Desktop Support Tech II Richardson, Texas March 2015 – May 2016

Performed desktop support for all Lennox employees and contractors, Managed users and computers via active directory

Performed reimaging and data migration on both laptops, desktops and tablets

Activated mobile devices for users traveling outside the US for data plan and purchase phones for users

Repaired systems or replaces parts on both desktops, laptops, tablets printers and other windows-based devices

Provided audio-visual support for all conference rooms\Performed network troubleshooting

Monitor conference\meetings for any possible live feed issues that may arise, Cisco IP Telephone configuration and installation

Ran necessary wiring for conference rooms such as HDMI, VGA, DVI, AVID, ETHERNET as needed

Maintained all audio video equipment’s. Performed troubleshooting when needed

Communicated with IT Management and vendors to plan and implement multiple off site projects and users (Blackbox and Barrister)

Created/modified KB and quick tickets for service desk level 1 techs to resolve incident via first contact

Configured users and PC accounts permissions access via AD, Performed training for customers and new technicians

Added pc’s to the proper OU via active directory, Add users and or PCs to MacAfee/Client Security

Xerox Senior IT Helpdesk Lead Support Analyst Dallas, Texas October 2012 - March 2015

Support multiple business units, including ABC Radio and TV, Disneyland Resort, Disney Reservation Center, ESPN, Disney Publishing

Provided first contact technical support by documenting and troubleshooting each individual issue using Service Manager

Perform diagnostics to determine corrective actions to execute while maintaining a sense of urgency in resolving issues.

Verify callers and performed password resets for multiple systems including Active Directory, SAP/Disney Portal, AS400, BlackBerry Enterprise Server, Mainframe/Rumba, Matra/POS, Avaya, Cisco VOIP, Avaya, Citrix, and over 200 proprietary applications

Performed blackberry, iPhone and other smart phone activation\troubleshooting. Performed imaging for new employees

Enabled and configure MS Office Communicator\Microsoft Lync accounts using Communicator Server

Provide training to new analysts through individual as well as group instruction/hosted necessary meetings also one on one with techs on SLA and talk times, assisted with creating and modifying knowledge based articles

Calyx Software IT Service Desk Support Dallas, Texas March 2012 – October 2012

Inbound and Outbound Installation of Mortgage Loan Origination Software called point, using trackzilla for ticketing

Assisted user with performing functions such as running reports, submitting loans apps to vendors that interface with the software

Implementation of server software on 2003, 2008 and 2012 R2 server along with IIS installation and SQL 2005/2008

Performed customer callbacks for Tier II level support when installation techs are unable to resolve issues

Assisted with training employees with the operation, installation and repair of the software\ performed minor desktop support

T-Mobile IT Helpdesk Support Analyst Dallas, Texas February 2009 – March 2012

Handle over 100 inbound and outbound calls a day and resolve issues both technical and non-technical

Created and modified user’s role, access rights and permissions via Active directory

Established and participated in bridge calls if more information is needed

Identify problems, perform diagnostics and determine corrective actions to execute while maintaining a sense of urgency in resolving customer issues, assisted with hands on desktop support

Educate customers on how to avoid future related problems while also serving as a direct point of contact for status and reoccurrence of problem and document transaction using Remedy

Advised personnel on daily procedures and occurrences to achieve and maintain excellence

Follow and support workforce management, service management and incident handling log and procedures

Performed daily account provisioning and modification and name changes within Oracle Identity Management (OIM)

United States Navy\Reserve Power-plant Technician USA May 1999 – May 2007

Performed schedule and unscheduled maintenance on aircraft, hangars and barracks maintenance such as electrical, plumbing, cabling and network. Ensures daily inventory is performed and accurate on updated inventory log\worked as night supervisor

Performed basic electrical repair and corrosion prevention and control. Performed prolific troubleshooting on mechanical and electrical equipment. Supervised and trained a diverse group of personnel to performance excellence, attended routine meetings with senior officers

Maintained logs on training, safety, administrative and human resource information’s, attended and lead maintenance pass down meetings

Skills

Over 10 years of experience working in help desk call center environment

Excellent troubleshooting and logistical problem-solving skills, auto and diesel mechanic

Accustomed to working in a fast paced and hazardous environment while working in a rapid and proficient manner

Provide quality work and technical support for WI-FI, Bluetooth, GPRS, Client Server, TCP/IP, 802.11 Routers, VOIP, Server 2012, Switches, Avaya, Juniper, Cisco IP, Crestron and Dell Projectors

Excellent written and verbal communication skills,

Ability to interact with a diverse group of individuals working towards positive outcome, Attention to details and meeting deadlines, Intense hardware break and fix knowledge, file backup and system restore, Software upgrade and install, setup desktop for new users, audio video skills.

Creating images for Windows computers using Ghost, SCCM

Strong audio video support

Jasper, Bomgar, TeamViewer, logmein, TightVNC

Airwatch\MDM, Cisco AnyConnect VPN Client

Crestron AirMedia, Mobile Device Manager, application Installation, Disaster Recovery

Very knowledgeable with using Splunk, Slack, confluence, Youtrack, Zendesk

Christie and Dell projectors

Intunes, Windows Imaging,

Certifications

Mac Integration Basis Certified

A+ Certified(expired)

Dell Certified Systems Expert(DSCE)-Desktops and Notebooks

Currently Enrolled in Intune Certification class

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