IT Support Leader with Network Expertise
Resume:
Jason Mansour
IT Support Lead - Accenture
Oklahoma City, OK 73120
*************@***.***
Professional Summary
https://www.linkedin.com/in/jnmansour/
Authorized to work in the US for any employer
Work Experience
IT Support Team Lead
Accenture-Oklahoma City, OK
January 2024 to November 2025
Manage and support techs at multiple locations across several states. Provide local IT support to client, HCSC. Coordinate with team to meet or exceed SLA requirements and provide outstanding service. IT Support Admin
Arcosa Specialty Materials-Norman, OK
October 2021 to January 2024
Support local offices and multiple aggregate quarries and plants across the USA. Account Management. Asset Management. Hardware/software support. Vendor project coordination. Apex/JWS Support. Network support and deployment of AP and PtP. Application server support. Sr. IT Specialist
HCL America Inc-Oklahoma City, OK
July 2018 to October 2021
• Provide direction and assistance to local support team.
• Maintain and update networked systems for multiple site locations at current client, Cox Communications.
• Provide end user support for current client, Cox Communications.
• Active Directory account management.
• File Share management.
• Work with other departments (Networking, Programming, PAM, etc.) to find timely resolutions for escalated issues and escalate issues to correct resolver departments, when needed.
• Provided support and direction for large scale PC refresh/upgrade project at current client, Cox Communications.
• Provided support and direction for large scale coordination and movement of IT equipment from multiple building locations to new location at current client, Cox Communications.
• Provided support and direction for large scale coordination of end user work from home deployment during start of Covid in April-May of 2020.
• Document and track issues in ticketing software (ServiceNow).
• Applications: MS Windows 7-10, Windows Server 2008-2012, Active Directory, SCCM, Microsoft Office 2010-2016 and Office365 (including Skype and Teams), Avaya, MobileIron, Adobe and various third party applications.
• Hardware: Servers, Desktops, laptops, tablets, smartphones, printers, monitors and projectors, A/V equipment, and IP phone systems (Avaya and Cisco). IT Analyst
Torchmark Corporation-Oklahoma City, OK
December 2016 to July 2018
• Maintain and update networked systems for multiple site locations, including remote (work at home) users.
• Active Directory account management.
• File Share management.
• AS/400 system (IBM iSeries) operations involving assisting end users with applications that interact with the mainframe and client configurations.
• Troubleshoot and resolve IT related issues for users on-site, via telephone, email, and remote desktop software (RDP and DameWare).
• Work with other departments (Networking, Programming, IAM, etc.) to help find timely resolutions for escalated issues and escalate issues to correct resolver departments, when needed.
• Image computers and install and configure any additional required third party applications.
• Document and track issues in ticketing software (Footprints).
• Create and maintain new instructional documents for internal Wiki (IT Sharepoint).
• Applications: MS Windows 7-10, Windows Server 2008-2012, Microsoft Office 2010-2013, Cisco AnyConnect (VPN), QWS (mainframe), and various third party applications.
• Hardware: Servers, Desktops, laptops, tablets, smartphones, printers, projectors, A/V equipment, and IP phone systems.
Maintenance Helper
National Property Management Association
May 2016 to November 2016
Part time summer job (work credit towards rent, no actual paycheck) while attending University full time and actively seeking full time employment. This was mostly manual labor painting work. IT Analyst
Kelly Mitchell Group-Oklahoma City, OK
February 2016 to May 2016
Contracted at Cameron/Schlumberger Oil & Gas)
• Maintain networked systems for multiple site locations.
• Active Directory account management.
• File Share management.
• Troubleshoot and resolve IT related issues for users on-site, via telephone, email, and remote desktop software (RDP and DameWare).
• Image computers and install and configure any additional required third party applications.
• Maintain and update the network and devices as needed.
• Escalate issues to correct resolver departments, when needed.
• Document and track issues in ticketing software (ServiceNow).
• Applications: MS Windows 7-10, Windows Server 2008, Microsoft Office 2010, Cisco AnyConnect (VPN), and various third party applications.
• Hardware: Servers, Desktops, laptops, tablets, smartphones, printers, projectors, A/V equipment, and IP phone systems.
PC Technician
Addison Group-Oklahoma City, OK
August 2015 to January 2016
Temporary short-term IT contract jobs, while seeking permanent employment. PC/LAN Support Technician
Kimray, Inc-Oklahoma City, OK
April 2013 to July 2015
I helped to improve efficiency and productivity by reducing the downtime of employees, and offering alternative solutions when available. I improved the efficiency of the IT department by helping to create a more detailed and easier to navigate knowledge base (wiki). I also aided in maintaining 24 hour coverage of the IT department, by consistently working overtime (for a full year) until new personnel was hired and I had adequately trained them.
• Maintain the AS/400 system (IBM iSeries). Answer systems messages, and escalate to programmers, as needed. Perform system backups and system refreshes for multiple environments.
• Maintain various company systems (Infor XA, Websmart, Nexus, Catapult, VPI/Thruput) and escalate issues to the programmers, as needed.
• MS Exchange configurations (mostly server 2008 and 2012, with exposure to 2013).
• Active Directory account management.
• File Share management.
• FTP/SFTP
• IMAC: Install, configure, and repair computer equipment and various peripheral devices in a networked environment.
• Image computers and install and configure any additional required third party applications.
• Maintain and update the network and devices as needed.
• Avaya IP Phone management.
• Assist Network Engineer with installing and replacing network cabling and access points, as well as identifying gaps in network coverage, in order to reduce signal loss.
• Troubleshoot and resolve IT related issues for users on-site, via telephone, email, and remote desktop software (RDP, Bomgar, Teamviewer).
• Escalate issues to correct resolver departments, when needed.
• Document and track issues in ticketing software (IssueTrak).
• Applications: MS Windows XP, MS Windows 7, MS Windows 8, Windows 10, Windows Server 2008, Microsoft Office 2010, AS/400 (IBM iSeries), Cisco AnyConnect (VPN), and various third party applications.
• Hardware: Servers, Desktops, laptops, tablets, limited smartphones support; Winterms (Dell Wyse terminals), printers, projectors, A/V equipment, and IP phone systems. IT Help Desk
Seagate Technology-Oklahoma City, OK
March 2012 to March 2013
• Troubleshoot and resolve hard drive related issues for customers via telephone, email, and remote desktop software.
• Escalate issues to correct resolver departments, when needed.
• Document issues in ticketing software (Salesforce).
• Applications: Included backup software (8 different programs) with the hard drives, several diagnostic utilities, and limited Windows Backup and Apple Time Machine support.
• Hardware: Internal, external, and networked hard drives. IT Help Desk
Dell, Inc-Oklahoma City, OK
August 2011 to February 2012
• Troubleshoot and resolve IT related issues for customers via telephone and remote desktop software.
• Escalate issues to correct resolver departments, when needed.
• Document issues in ticketing software (HP Service Center, IBM Tivoli).
• Applications: MS Windows XP, MS Windows 7, Microsoft Office 2007 and 2010 products (specializing in Outlook, Communicator and MS exchange configurations), various third party apps (Adobe, Sun Micro Systems, etc.), Mainframe issues, Blackberry Manager, Active Directory, and many more.
• Hardware: Desktops, Laptops, Blackberry, Printers and phone systems. Mentoring new employees and providing instruction on the correct procedures for troubleshooting issues and escalating to resolver groups when necessary.
Delivery Driver (courier)
Delivery Driver (part time during military enlistment) Fedex Express-Oklahoma City, OK
January 2010 to July 2011
Oklahoma City, OK January 2010 - July 2011
• Scan, pickup and deliver parcels to commercial and residential customers, and obtain signatures from customers.
• Provide training to new employees on route delivery and procedures. Delivery Driver (part time during military enlistment) Package Handler (part time during military enlistment) Fedex Ground-Oklahoma City, OK
March 2007 to December 2009
Oklahoma City, OK March 2007 - December 2009
• Scan, pickup and deliver parcels to commercial and residential customers, and obtain signatures from customers.
• Provide training to new employees on route delivery and procedures. Package Handler (part time during military enlistment) Communications Specialist
U.S. Air Force-Midwest City, OK
July 2003 to July 2009
3C0X1 detailed job description: http://usmilitary.about.com/od/airforceenlistedjobs/a/afjob3c0x1.htm IT:
• Setup and configure network solutions (physical and logical topologies) including servers, switches, routers, workstations, etc.
• Load operating systems (mostly Windows XP with some Linux) on domain PCs and various software applications and configure to specifications.
• Maintain and update system images as needed.
• Load, configure, and maintain Dell servers (mostly Win2003 Server).
• Maintain WSUS server to distribute updates to domain devices.
• MS Exchange configurations and Active Directory account management.
• Configure Firewall and proxy server settings (Linux iOS). Maintain and update network components regularly.
• Build, test and install network topologies (including in military deployed applications).
• Assist end users in connecting to network and configuring their workstations.
• Perform various Help Desk task and procedures, including creating tickets (BMC Remedy) for tracking specific issues.
• Assist in creating strategy plans and delegating assigned duties during field exercises and providing additional training to new recruits, as well as mentoring when necessary.
• Implement communications security and information protection practices.
• Brief training with satellite and radio communications (cross-training in military).
• Applications: Win2000, WinXP, Win2003 Server, Win2008 server, MS Office 2003, UNIX (specializing in command-line functions), BMC Remedy ticketing software.
• Hardware: Desktops, Laptops, Cisco routers and switches, physical firewalls (Sidewinder). Package Handler (Part-Time)
Fedex Ground-Oklahoma City, OK
February 2004 to March 2007
Oklahoma City, OK February 2004 - March 2007
• Scan and load packages on delivery trucks.
• Unload trailers.
• Sort packages on belt. Switch trailers on dock doors. Communications-Computer Systems Operator Education
Network Management (B.S.)
Southern Nazarene University-Bethany, OK
April 2016 to December 2017
Modern Languages (Associate in Arts (AA))
Oklahoma City Community College-Oklahoma City, OK
August 2008 to December 2012
Communications - Computer Operations (Certification) Community College of the Air Force-Biloxi, MS
September 2003 to January 2004
Skills
• Cloud-based application support
• DHCP
• Custom software application support
• Peripheral hardware support
• Performance tuning
• Active Directory
• VLAN setup
• Network administration
• Customer support technician experience
• Laptop (troubleshooting support)
• Network management
• Software maintenance
• DOS support
• Technical support engineer experience
• Android support
• Load balancing
• Technical documentation
• System troubleshooting
• Productivity software support
• Operating system updates
• Antivirus software support
• Network routing
• Technical Proficiency
• Peripheral setup
• System maintenance
• Remote support specialist experience
• Network monitoring
• Windows support
• Firewall
• Enterprise software support
• Software installation
• Utilities software support
• System support analyst experience
• Network support technician experience
• Networking software installation
• Debian support
• Wireless networking
• IoT device support
• IT security management
• Network switching
• Mobile device support
• Server installation
• iOS support
• IT user and group management
• Desktop support
• Networking hardware installation
• Field IT support technician experience
• Patch management
• Operating system installation
• Product support specialist experience
• Network security planning
• Network support
• System administration
• Hardware support specialist experience
• Server hardware support
• Database software support
• Chrome OS support
• Web browser support
• TCP/IP
• macOS support
• IT system monitoring
• Server configuration
• Software troubleshooting
• Hardware maintenance
• Active Directory management
• VPN
• VPN management
• Windows Server administration
• IT support
• Help desk support experience
• Malware removal support
• DNS
• Network hardware support
• Hardware support
• Server backup and recovery
• Storage device (troubleshooting support)
• Network troubleshooting
• Desktop support analyst experience
Certifications and Licenses
Windows Server 2016 Administration
Present
Udemy certification completed 4/2/2021.
CompTIA Security+
July 2018 to July 2027
Cert #: COMP001021356016
MCSA
Contact this candidate