Customer Service Technical Support

Organized and focused Individual seeking employment as part of a dynamic team. Solid team player who offers a positive and cooperative attitude with outstanding Customer Service experience. Well-versed in cutting-edge technologies, as well as telecom operations and systems providing superior technical support for networking issues. Expert in leading teams to achieve shared goals and objectives. Detail-oriented self-starter with demonstrated success in initiating, tracking, reporting, and closing projects

Skills

Point of Sale (POS) install and support hardware/software systems. (Toast Verifone vx570 and MX915, Clover POS, iPad, Clover Station)

C-Level Support Expert

Extensive experience with SCCM, Intune, Active Directory-GPOs

Microsoft Word/Outlook/Excel/Office 365/OneDrive

Migration Office 365 (PowerShell) Manage, Install

Datacenter Experience

API (Application Programming Interface) Reporting – Create Reports Requests Endpoints HTTP Header, Permissions Policy, CSP Report To, Content Security Policy Report

API Endpoint – Build, Manage, Support, Coding and Testing (Google Workspace, G Suites, SalesForce REST, MuleSoft, User Interface)

Microsoft Windows Server Experience

Microsoft Exchange Mail Server 2010, 2012 Manage, Support, Installs

Python Programming Language

UNIX (Procmon Process Monitor, Commands, Create Files, Directory, Support, Configure, Install and Remove)

Network Install, Removed Configuration and Support Servers

Cisco UCS – Install, Configure and Support

Testing, locating, repairing network problems, configuration and interface problems with transport vendors

NAT, DNS, DHCP, Static IP, Hyper V, SIP and Port Forwarding

AirWatch - Deliver, Secure, Manage Any App with Workspace ONE Mobile Application Management

Google Workspace – Excel, OneNote Files that contain Special Data for special projects

Deliver, Secure and Manage Any App with Workspace ONE Mobile Application Management

Airwatch - Accounts, Install, Register and configure IOS IPhone.

Airwatch– Reset Passcode, Security, Management, And Encryption

BigFix – MACiOS Support, Inventory, Active Directory, Group Policy, Security Updates and Upgrades

SCOM Admin – Admin deploy, configure, manage, and monitor the operations, services, devices and applications of multiple enterprise IT systems

Warehouse IT Support Hardware And Software

MAC OS X, IOS 7, 8, 9.3, IOS Office support and C-Scripting

MAC Keychain, Sync With Enterprise Accounts Unlock and Reset Password

MAC Mini Server 2012 Troubleshooting

MAC OS Server Configuration (Standard, Workgroup, Advance)

JAMF – Accounts, Inventory, License Software, Information On MAC Devices, IPhones and Tablets

JAMF ADMIN

Oracle Technical Consultant: 10g, 9i, 8i, 8, 7.x, AP/AR

Oracle E-Business Suite (EBS) / Applications: R12, 11i, R11

The SQL (Structured Query Language) Server Admin 2016 – Install, Set Up, Configure and Support

SQL Server – Create Database and Tables, Delete, Update, Add New Groups

Citrix Receiver Application – Install, Setup for Win7/ Win10 Configure and Support, End Session, Account Passwords, Applications

Monitoring PC Performance

LAN/WAN/WiFi Connectivity

Genesys Cloud Administrator - Support and develop the migration of Genesys i3 Dialer To The Genesys CX Cloud Platform (AWS), Create, install, edit and manage profiles

Configure & Support Ticketing Systems (Remedy, Cherwell, ServiceNow, Dell KACE, Jira)

SCCM Console Admin - Install Config Manager Applications with Software Center

System Center Operations Manager – Install Management Packages Azure SQL Server 2016

SAP(System Applications And Products) ERP (Enterprise Resource Planning), SAP HANA, SAP Business One – Manage, Support, Install and Configure

System/ Network Administrator Tools – Create, Install, Modify (Applications, Task Manager, SCCM, SharePoint, NAT Cisco, PBX, Avaya, O365, Azure, VMware, Channels, Ports, Database Audit’s, Citrix.)

SCCM 2012/2016/2018 & Software Center- Applications- Adding/Deleting and Configuration

MDM Intune – Mobile Device Management: Android and iOS

JAMF Admin – Accounts, Inventory, License Software, Information on MAC Devices, iPhone, and Tablets

Azure Active Directory on-boarding/off-boarding experience, granting/removing rights, and permissions

Ability to troubleshoot network login issues, password reset and unlock account in Active Directory

Rugged Laptop and Toughbook Support

VOIP (Voice Over Internet Protocol)- Configuration, Register, troubleshoot and install Hardware and software (Avaya, PBX, Cisco) Voice Portal

MFA SSO (Okta, Duo, YubiKey, Google Authentication, Microsoft Authentication ) – Identity and Access Management

Professional Experience:

Builders First Source - Irving, TX July 2023 – April 2025

Sr. Support Engineer

Provide customer service to internal customers, responding to their needs, issues, concerns, and requests.

Establish and maintain regular written and in-person communications with all levels of end users. Ensure documentation is current and updated.

Prioritize incoming calls and/or emails regarding hardware problems, and check helpdesk system for assigned entries/escalations.

Deploy Applications automatically by use of Active Directory Security Groups and Domains

Manage Asset Management: develop and maintain an inventory of all end user hardware and related equipment including POS hardware and mobile/scan gun devices.

Create, Manage and Maintain Microsoft SCCM Server.

Create, update, or delete Active Directory Objects as needed.

SalesForce REST API – Build, Create Connect API Applications, Using Python Scripts, Setup Authorization, Setup Access

SalesForce Integration – SalesForce Core, Heroku, And MuleSoft.

SalesForce Integration – Connecting API, Web Services, Compute Dynos, Connectors and Secure API Gateway

SalesForce Integration – Access And Modify Data APIs, Account Soap Objects, Property and Query.

JAMF Pro – MDM, inventory, group policy, install, support, updates, and security

MACiOS – Support applications, SSO, Imaging Hardware and software, Keychain Account

AV and audio Technician Install And Support Poly Devices With Software (MS Teams & Cisco Webex)

ServiceNOW Admin – Install, Support and Create/ Manage Accounts

O365 Office admin, OneDrive and Distribution List -Install, support, and manage.

Azure AD Hybrid & Cloud Migration Join Devices

Cloud Intune/Autopilot as Senior Engineer with test environment (migration, BitLocker, test tenant, applications, user accounts, MDM devices and distributions).

Migration From Windows 10 to Windows 11 updates, upgrades, migration, installation, and support.

Meraki Switch POE 48 Port installation, config, and support.

Dell Server 2016 2019 Migration.

SCCM Server 2016, 2019 Migration.

Creates Deployment Packages as needed for servers and workstations.

Patches Servers as directed.

MFA SSO Okta - Identity and Access Management, User account management

CapitalOne - Plano, TX November 2021 – July 2023

Desktop Engineer Tier III

Monitored the performance of a company's desktop infrastructure and provided suggestions to improve efficiency.

Tested, installed and set-up application programs on user workstations.

Tested network connections.

Trained end users when new software or IT regulations arrive at a company.

Cisco Meraki – Support, Configure, Install, the VLan’s and Ports.

Effectively communicated with non-technical users to resolve problems and errors in the system application.

Cisco Network Install Configuration Hardware Catt5,Cat6,Cat7.

Configured Windows Server and 24 Port Switch (Putty).

Cisco UCS Servers – Installed, Configured and Supported.

Manage Data Servers using Python and PowerShell.

Migration From Win 10 to Win 11

ConnectWise Admin Experience

MACiOS – Support, Inventory,

VMware Horizon Remote Console Provides Console (RCPC)- Installation with PowerShell.

SCCM 2012 / Configure Manager.

SCOM – Configured, modified, managed Database on server 2016, 2018 and 2019.

Azure Active Directory - Onboarded/Offboarded End Users, Unlocked Accounts and Reset Passwords.

Built AD User Group Policy, registry, and Distribution Lists

Crescent Bank - Dallas, TX December 2019 – August 2021

Jr. System Administrator

Created GPOs as needed.

Managed and Maintained Microsoft SCCM Server.

SCCM 2018 Console Admin - Installed Config Manager Applications with Software Center.

Provided Tier III support for Microsoft SCCM 2018

Google Workspace API – G Suites (Google Calendar, Gmail, Drive, Sheets and Data)

Google Workspace – Excel, OneNote Files that contain Special Data for special projects

Google Workspace API – Build, Manage, View Applications, Access GCP Products, Enable and Disable.

Airwatch - Deliver, Secure and Manage Any App with Workspace ONE Mobile Application Management

Airwatch – Accounts, Install, Register and configure IOS IPhone and tablets.

Airwatch – Reset Passcode, Security, Management, And Encryption

AirWatch - Delivered, Secured, Managed any apps with Workspace ONE Mobile Application Management.

VoIP - End User’s Configuration: Cisco, PBX and Avaya to workstations.

Set up and managed Voice Portal Data Sheet – Cisco, PBX And Avaya Dial by Name Directory.

Cisco Network Install Configuration Hardware Catt5, Cat6, Cat7.

Cisco Meraki - LAN/WAN/WiFi connectivity, Install, Support, Manage and Configure VLan Ports

Managed the configuration of 24 Port Switch (Putty) and Windows Server.

Installed, configured, and supported Cisco UCS Servers.

Managed Data Servers using Python and PowerShell.

MFA SSO DUO – Install, & Support On Mobile Devices and Desktops.

Migrated Win 7 to Win 10

Zebra Network Printers – Install, Support, manage and create printer accounts

Genesys Cloud Administrator (RingCentral) - Support and develop the migration of Genesys i3 Dialer To The Genesys CX Cloud Platform (AWS), Create, install, edit and manage profiles

VMware Horizon Remote Console Provides Console (RCPC)- installed with PowerShell.

Managed Azure Active Directory to include but not limited to: onboarding, offboarding, unlocked accounts and reset passwords.

Built AD User Group Policies and Registries.

O365 Admin Portal (Cloud) with Exchange Admin (OneDrive, Virtualization, Intune, Autopilot)

Southwest Airlines - Dallas, TX November 2017 – November 2019

Lead Sr. Desktop Engineer / SCCM Engineer

Provided Tier II & III support for Microsoft SCCM 2016.

Ricoh Network Printers – Print Server, Install, Support and manage

Manage the Active Directory cleanup project, GPO, and Patching.

Azure AD Hybrid & Cloud Migration Join Devices

Rugged Laptop And Toughbook Support – Install, Manage, Applications, Hardware, Software Updates and MFA Security

Installed, configured, and troubleshoot issues with VPN & Cisco AnyConnect.

Used proof-point to create and configure new connectors from Exchange Admin Center.

Managed Data Servers using Python and PowerShell.

Warehouse End User Support and manage Hardware, Software, Toughbooks, safety equipment and protocols

Team Lead with FAA on guidelines and procedures and managed Network, Hardware, Software, System Tools, and Administration.

Led the Migration from Win 7 to Win 10.

SAP ERP – SAP Logon 710, ERP 6.0, Create Sales Order, Use Structured Commands For Transactions.

SAP ERP – Changing Customer Master, Display Sales Order Report

SAP Business One – Create, build, Manage and Support Accounts

UNIX (Procmon Process Monitor, Commands, Create Files, Directory, Support, Configure, Install and Remove)

MAC IOS 7,8,9,10,11 Troubleshooting And Imaging.

MAC IOS NVRAM RESET - Hold Option + Command + P + R During Startup

MAC IOS SMC RESET - Hold Shift + Control + Option + Power + For About Second Then Release

MAC IOS Install, Uninstall and Reset, Unlock Keychain Profile, Unlock And Reset Password, Enterprise Change Password

Airwatch - Deliver, Secure and Manage Any App with Workspace ONE Mobile Application Management

Airwatch – Accounts, Install, Register and configure IOS IPhone.

Airwatch – Reset Passcode, Security, Management, And Encryption

Router Gateway MAC Flush DNS

MAC IOS Network Setup (DNS, IP Address)

MAC Mini Server 2012 Troubleshooting

MAC Server 2012 – Install, Configure, Support.

MAC Server 2012 – Setup File Sharing, Email, IM, Remote and Backup (MAC HD and EXT HD)

JAMF Admin- Accounts, Inventory, License Software, Information on Mac Devices, iPhones, and Tablets.

Installed, configured, and troubleshoot technical issues with Mac Server 2012.

Managed MDM Intune – Mobile Application and Devices (Register, Support and Configuration).

Troubleshoot and tested Hardware and Software (Mac & Windows).

Azure Cloud Configuration Management (CMG).

Appointed Senior Admin by Senior Leadership to manage System and Network issues.

vCenter/vRealize Converter Standalone Client Server Admin.

Managed Azure Active Directory to include but not limited to: onboarding, offboarding, unlocked accounts and reset passwords. In addition, built AD Group Policies and registries with PowerShell.

SQL Server 2016 Admin – Create, Update, Delete, Connect Data Together

SQL Server – Create Organized Tables, Columns, and Rows

SQL Server – Write Structured Data Queries with Primary Keys, Foreign Keys, and Primary

Dallas Methodist Hospital – Dallas, TX May 2016 - November 2017

Junior Desktop Support

Managed Office 365 Administration and Outlook 2010 support for all end users.

Managed SharePoint: created, installed, and configured web browsers, O365, InfoPath 2013, Knowledge Base Projects, and Storage.

Managed UNIX to include creating files, configuration, and installations.

Trained new cashiers on procedures, customers service and sales techniques while using POS System (Clover)

POS System ( Clover ) – Install, manage, repair, upgrade, Internet And WiFi Connectivity, Troubleshoot, Support hardware and software

POS System ( Clover ) – Reporting query, inventory, and customer reports

POS System ( Clover ) – Analyzing POS Data, POS Reports, CRM, Installing Apple Pay and Google Wallet

Installed, and configured Cherwell Ticketing System with PowerShell and resolved issues in accordance with BIS Service Level Agreements.

SCCM 2012 Console Admin - Install Config Manager Applications with SoftwareCenter.

Ensured database servers are backed up in a way that meets the business’s Recovery Point Objectives (RPO)

Installed new SQL Servers: SQL Server Admin 2016

Deployed database change scripts provided by third party vendors.

SCOM Admin – Installed management packages on server 2016.

Documented the company’s database environment.

Developed Oracle integration customization per functional requirements.

Troubleshoot network login issues, password resets and unlock accounts in Active Directory.

Setup network connections (VPN) for internal customers for iOS and Windows OS.

Managed and maintained data integrity including adding and removing users, resolving password issues and maintaining/updating user credentials specific to location changes for multiple IS systems (clinical and/or operations).

Frontier Communication - Allen, TX November 2013 - May 2016

Helpdesk Support Technician (Inbound & Outbound)

Answered 50 calls daily and documented in Remedy Ticketing System.

POS Toast System – Install, Manage, Support hardware software (Verifone vx570)

Troubleshooting Hardware & Software - Desktops, Laptops, Printers, Workstations

Managed Azure Active Directory to include but not limited to: installment Azure (PowerShell), onboarding, offboarding, unlocked accounts and reset passwords. In addition, built user Group Policies.

Provided Tier I & II support with SCCM 2012 Console.

Provided overall troubleshooting to DSL Modems with technical support and programs.

Dispatched trouble ticketing to the technician onsite with systems such as Inet portal, all programs are in house.

Configuration and support of Remedy Ticketing System.

SaaS- Sale Virus Security and technology device protection plans. (B2B)

SAP-Indirect Security external customer purchase order TNE.

Setup a network connection (VPN) for internal customers for iOS and Windows OS.

Education

Collin Community College, Plano, TX - Current

oAssociates Of Computer Science and Engineering

Enrolled and currently pursuing Cisco Certified Network Associate (CCNA) And Amazon Web Services (AWS)

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