Dedicated Desktop Support Specialist with 10+ Years Experience
Resume:
JANIE SALDANA
CONTACT
phone
********@*****.***
Montgomery, TX 77316
address
PROFESSIONAL SUMMARY
Experienced and highly dependable IT and Field Services professional with a strong background supporting enterprise environments across aviation, healthcare, energy, school and public-sector organizations. Proven expertise in hardware and software troubleshooting, operating system migrations, device deployment, and end-user support. Recognized for delivering reliable, customer-focused solutions while collaborating effectively with cross-functional teams. Provide white glove service always.
EDUCATION
Certificate of Completion in Computer Systems Networking and Telecommunications (Network+ & Security+)
New Horizons Center, Houston, TX
EXPERIENCE
September 2021 - Present
Field Services Engineer
United Airlines, Houston, TX
A hands-on Field Services Engineer supporting mission-critical airport technology systems. Responsible for maintaining high availability of devices used in daily airline operations. Demonstrates strong expertise in hardware troubleshooting, OS upgrades, and device deployment. Works closely with cross-functional teams to ensure reliable and timely IT support across multiple locations.
Diagnosed, repaired, and maintained Kiosk Vulcan devices to support uninterrupted airport operations.
Performed system imaging, data backup, restoration, and deployment of laptops and desktops.
Led operating system migrations from Windows 10 to Windows 11 across supported environments.
Troubleshot printers and peripheral devices to minimize downtime and workflow disruption.
Mapping Network printers.
Executed IMAC tasks while providing on-site and remote support to regional facilities.
November 2020 - September 2021
Migration Project Manager
Memorial Hermann Health System, Houston, TX
Managed a large-scale enterprise migration project within a healthcare environment. Coordinated technical teams and end users to ensure smooth system transitions. Acted as a central point of communication between IT staff and leadership. Delivered migration objectives with minimal impact on daily operations.
Led the migration of more than 1,000 systems from Windows 7 to Windows 10.
Coordinated daily workloads and assignments for desktop support technicians.
Scheduled and managed end-user migrations to reduce downtime.
Provided executive leadership with regular project status updates.
Collaborated with cross-functional teams to resolve migration challenges.
September 2019 - June 2020
Project Support Specialist
ExxonMobil, Spring, TX
Provided project-based IT support in a fast-paced corporate environment. Focused on workstation deployments and user readiness. Maintained close collaboration with end users to ensure satisfaction. Ensured systems were deployed according to enterprise standards.
Deployed and configured laptops, desktops, and multi-monitor workstation setups.
Installed and configured Windows 10 and required enterprise applications.
Delivered post-installation technical support for deployed systems.
Worked directly with users to identify and resolve technical issues.
Documented installations and ensured compliance with IT policies.
April 2019 - April 2019
Information Technology Support Technician
Harris County Central Technology Services, Houston, TX
Provided short-term, high-impact IT support during county election operations. Supported multiple polling locations under strict timelines. Ensured system stability during critical public events. Responded rapidly to technical incidents.
Provided on-site IT support for three election precinct locations.
Monitored systems to ensure continuous operation on election day.
Troubleshot hardware and software issues under time-sensitive conditions.
Coordinated with central IT teams for escalation and resolution.
Ensured all election systems remained operational throughout the event.
November 2018 - January 2019
Information Technology Support Specialist
C&J Energy Services, Houston, TX
Supported enterprise IT services with a focus on security, mobility, and remote assistance. Played a role in strengthening authentication and compliance processes. Delivered efficient technical support to maintain user productivity. Supported both desktop and mobile platforms.
Supported the deployment and migration of Multi-Factor Authentication solutions.
Provided remote technical support by securely accessing user systems.
Installed and configured printers and applications using Office 365 and Teams.
Managed mobile devices using MDM solutions for iOS and Android.
Deployed Microsoft Intune Company Portal to ensure device compliance.
May 2013 - June 2018
Consulting Specialist (Freelance)
Self-Employed, Houston, TX
Delivered customized IT consulting services to individual and small business clients. Specialized in system evaluations and data migrations. Provided practical, cost-effective technical solutions. Built strong client relationships through reliable service.
Conducted on-site assessments of client IT environments.
Performed secure data backup, migration, and system restoration.
Diagnosed and resolved hardware and software issues.
Recommended technology improvements aligned with client needs.
Provided follow-up support to ensure long-term stability.
February 2013 - December 2013
Help Desk Manager
NASA, Houston, TX
Managed Help Desk operations in a secure, high-compliance environment. Led a team supporting a large campus infrastructure. Ensured rapid issue resolution while meeting service standards. Maintained strong client satisfaction across departments.
Supervised and mentored a team of IT support technicians.
Resolved complex technical issues across multiple departments.
Maintained security clearance and followed compliance requirements.
Coordinated IT services for campus-wide operations.
Ensured service-level agreements were consistently met.
December 2012 - May 2013
Citrix System Administrator
MRC Citrix, Houston, TX
Provided specialized technical support in virtualized environments. Focused on incident tracking and resolution. Supported collaboration and conferencing technologies. Ensured reliable system connectivity.
Documented and tracked service requests through ticketing systems.
Provided hands-on support for Citrix-based environments.
Configured and troubleshot conference room and WebEx systems.
Supported remote collaboration tools.
Ensured timely resolution of connectivity issues.
June 2011 - February 2012
Team Lead
Chase Bank, Houston, TX
Led workstation migration projects in a regulated financial environment. Ensured secure transfer of user data and applications. Acted as a primary contact for end users during migrations. Maintained accurate project documentation.
Led workstation and application migration initiatives.
Ensured successful transfer of user data and system settings.
Conducted post-migration user interviews.
Resolved post-migration technical issues.
Maintained migration updates in SharePoint.
April 2011 - September 2011
Information Technology Support Analyst
HP, Houston, TX
Supported enterprise IT operations with a focus on data analysis and reliability. Identified trends to improve service quality. Maintained hardware and asset records. Assisted with continuous improvement efforts.
Analyzed support data to identify recurring issues.
Maintained databases for servers and hardware components.
Evaluated failure rates to support proactive maintenance.
Provided technical support to internal users.
Assisted with IT performance reporting.
April 2008 - July 2010
Director of Technology
Incarnate Word Academy
Directed all aspects of IT operations for an educational institution. Oversaw infrastructure, security, and telecommunications. Ensured reliable systems for academic and administrative use. Led technology planning and execution.
Managed desktops, servers, network infrastructure, and security.
Oversaw LAN/WAN and telecommunications systems.
Ensured stable and secure IT operations campus-wide.
Supported academic and administrative technology needs.
Led IT planning and operational improvements.
April 2005 - April 2008
Information Technology Technical Support
Duchesne Academy of the Sacred Heart, Houston, TX
Provided comprehensive IT support within an academic environment. Supervised student technicians and training programs. Managed hardware maintenance programs. Supported system migrations and lab deployments.
Supervised and trained students supporting Help Desk operations.
Coordinated Summer Boot Camp training programs.
Managed Self-Maintainer programs for multiple hardware vendors.
Diagnosed and resolved hardware and software issues.
Built and imaged Mac labs and migrated systems to Windows XP.
December 1997 - October 1998
System Engineer
Olsten Health Services, Houston, TX
Supported healthcare staff in a mixed server and desktop environment. Delivered hands-on hardware and software support. Ensured system reliability for clinical operations. Maintained enterprise messaging systems.
Installed, repaired, and troubleshot hardware and software.
Supported users in Windows NT 4.0 and Windows 95 environments.
Provided technical assistance to nurses and clinical staff.
Maintained Meridian Mail systems.
Ensured system uptime and reliability.
June 1989 - November 1997
System Administrator (VAX) / Service Manager
Baylor College of Medicine, Houston, TX
Provided enterprise IT support for a large academic medical institution. Managed service contracts and technical teams. Supported legacy VAX systems and large-scale migrations. Delivered reliable support to thousands of users.
Supported over 6,000 users across clinical and academic systems.
Configured and installed modems on VAX systems.
Negotiated service contracts and maintenance agreements.
Supervised field technicians providing on-site support.
Assisted with system migrations and email platform transitions.
SKILLS
Hardware Troubleshooting
Software Installation
Operating System Migration
Desktop Support
OS Imaging
Data Backup
Laptop Setup and Maintenance
Printer Support
Network Configuration
Asset Management
ServiceNow Ticketing
Break-Fix HP and Dell
White Glove End-User Support
Mobile Device Management
Office 365 Administration
Cisco Phone Setup
Windows Administration
Technical Documentation
Incident Resolution
Ipad Biometric
CERTIFICATIONS
CompTIA A+
Microsoft Certified Professional (MCP)
CompTIA Network+
WEBSITE, PORTFOLIO AND PROFILES
www.linkedin.com/in/janiesaldana-0a7859327
REFERENCES
References available upon request
Contact this candidate