Senior IT Support Analyst with Security Focus

OBJECTIVE

Highly motivated, goal and mission oriented IT Professional with background in manufacturing, the military, Oil and Gas and healthcare industries. Having a Technical Support Specialist position utilizing my education, technical skills, job experience and work ethic.

TECHNICAL SKILLS

Strong knowledge of computer systems (Hardware & Software)

Strong understanding of network technologies and protocols

Thorough understanding of the OSI and TCP/IP reference models

Familiarity with network devices (Switch, Router, Firewall)

Thorough understanding of Computer, Information and Enterprise Network

Very good knowledge of Windows Operating Systems (WIN 11, WIN 10, WIN 7)

Thorough understanding of the System Center Configuration Manager (SCCM)

Experience with user account provisioning using Active Directory Domain Services

Thorough understanding of problem solving and troubleshooting process

Familiarity with MAC and Linux Operating Systems

Strong understanding of Virtual Private Network (VPN)

Thorough understanding of Incident Response, Business Continuity

Experience with user Mailbox management using Microsoft Exchange Server

Hands-on experience working with Desktops, laptops and VDIs and Mobile Devices

Experience with Windows System Administration (Group Policy Management)

Outstanding troubleshooting skills – customer-oriented

Experience with ServiceNow ticketing system

Active DoD Secret Security Clearance

EDUCATION / CERTIFICATIONS

American Intercontinental University, Houston, TX

Bachelors of Science in IT - Information Assurance & Security

Certified Information Security Manager (CISM)

PROFESSIONAL EXPERIENCE

ChevronPhillips Chemical, Houston, TX March 2023 – Nov 2025

Sr. Desktop Support Analyst: Provide white glove IT technical support to the principals.

Utilize Remedy ticketing tool to track workflow

Use SCCM to apply Windows Image to devices and AutoPilot for device provisioning

Troubleshoot OS and Applications issues with imaging process

Apply Endpoint protection tools to end user devices for Endpoint security

Utilize Azure AD and Intune for user and device management.

Break and fix Hardware and software support

Set up and configure VPN client on EndPoint devices

Utilize Incident Response process to ensure quick resolution of technical issues

Provide “white glove” competent and diligent service to the principals

Ensure prompt response to end-user’s issues to minimize downtime

Install and troubleshoot printers and shared drives

Manage mobile devices using MS Intune

Texas Army National Guard, Austin, TX Apr 2020 –Jan 2023

IT Support Technician: Provide technical support to COVID-19 Taskforce headquarters West and mobile testing and vaccination teams.

Deploy, troubleshoot and maintain communication and network devices necessary for the teams and the headquarters to perform the day-to-day tasks of the mission.

Maintain accountability of all equipment deployed on ground and in offices

Ensure the safety of patient information as directed by HIPPA regulations

Houston Methodist, Houston, TX Feb 2020 – Apr 2020

Desktop Support Specialist: Improve end-user daily productivity by responding in a timely manner to the issues they encounter accessing or using company information assets.

Provide end-user support by performing basic to advanced troubleshooting to resolve issues.

Perform client device replacement by backing up user’s data and upgrading the client Operating System

Perform Operating system and application installation and configuration

Provide users with guidelines to optimal use of Operating System and applications.

Phillips 66 Oils and Gas, Bartlesville, OK May 2019 – Nov 2019

Deployment Analyst: Lead the team to substantially contribute to the timely completion of this large-scale Windows 10 Operating System deployment project.

Deploy Windows 10 Enterprise image to desktop computers using SCCM

Perform application mapping from user’s previous computer to the new desktop

Perform user profile and data migration using the User State Migration Tool (USMT)

Perform Operating System and application troubleshooting as necessary

Update company asset inventory using ServiceNow ticketing system

Perform user data migration from the local shared drive to the cloud-based OneDrive

AkzoNobel International June 2015 – May. 2018

IT Support Analyst: Supporting over 1200 users locally and remotely, improved user productivity by providing time response to technical issues related to their daily duties.

Utilize the Track-IT ticketing system to raise work order on behalf of users

Perform general troubleshooting of network devices and services

Create and manage user and group accounts in Active Directory

Image and configure laptop and desktop computers

Perform backups of company data

Support in-house applications

Assist users on site or via Remote assistance

Shell Oil Trading Co, Houston, TX Oct. 2013 – Nov 2014

Logical Access Security Administrator: Supporting over 1500 users across multiple domains,

improved information security by applying the principles of Confidentiality, Integrity and Availability to ensure company assets are available to authorized users to access

Create and manage user database access accounts

Assign and revoke roles to user accounts according to their access level

Ensure all users comply with company security policies

Trained end-user on Information Security awareness

Apply the principle of least privilege to grant users access to company information assets.

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