Self-motivated Proficient Desktop Support Professional with Information Technology, customer relationship building, and technical knowledge expertise. Able to multi-task, think under pressure outside the box while simultaneously applying a "can do" attitude. Microsoft Office 365, Azure Active Directory, DirSync support Created Power shell scripting within Group Policy Object Editor to virtually indicate End User Network Status Statuses included Real-time Domain Password Lockout/Expiration, Local Computer Name, Software Utilization, and Daily Bandwidth Usage Power shell script creation positively impacted KPI's (Key Performance Indicators) Average Handle Time dropped by 3 minutes within the EIT Service Desk along with Mean Time to Repair (MTTR), ISO9000 and ITIL scores improved quarterly as well Deploy Anywhere/SQL/Ghost Case Server/Norton/Adobe Image Manager/WInPE C-Level Executive and Vice President Enterprise Support Respond to End Client Concerns via Phone Call, Email, In-Person Visit, or Desk side approaches Assist in the IT Professional recruitment of junior staff & make recommendations to senior leadership Lead Information Technology Project initiatives and implement Project Plans in accordance to Information Security directives Analyze complex technical challenges and develop timely resolutions with regards to MTTR/SLA SCCM/LEMMS Deployment Patching/Symantec Ghost Imaging Scripting Macruim Reflect, Acronis True Imaging, and AOMEI Backupper (Imaging Protocols) Installation of Cat5e, Cat 6Cabling Apple MAC OS Support Proactive Network Monitoring & Maintenance as needed VDI/Group Policy/SharePoint/2008 R2 Server/VMware Administration Enterprise & Executive Level IT Support (Vice President/Senior Management). Utilization of Active Directory (Password Reset & Loading of Computer to Domain) Maintained the highest FCR (First Call Resolution) as Help Desk Analyst. Sophos, PGP, and Bit locker Software Encryption Support Windows XP, 7, 8, 10 Support Web sense, Sniffer, Barracuda & Firewall Administration Microsoft Office 2007/2010/2013/ software application support. Software/Hardware TCP /IP Break-fix analysis (Install, Move, Add, and Change). I-Phone/Blackberry Enterprise/Android Mobile Phone/Microsoft Surface/I-Pad Support. Utilization of Altiris Task Server to administer software downloads. Network and Local Printer/Plotter/Scanner/Copier/Facsimile Support. VOIP, Shoretel, Citrix, VDI, PBX, and Avaya Telephony support. Linux, WinSCP, & Toad (Basic System Administration) Cisco Wireless Technology Upkeep (VPN, Web Ex, Guest Wireless Account Creation). Conference Room Audio Visual Assistance LEMMS & Exchange Administration PC Asset Management (Deployment, Procurement, Disposal, Cycle Count, Inventory Control) Managed Desktop environment to ensure appropriate Anti-Virus updates. Adobe, Visio, Visual, Auto CAD, Oracle, and Symantec Software Support Vendor Relationship Management (software license sales). Skype for Business, MS Lync, Team Viewer, Remote Desktop Connection, Dame ware, and VNC software utilization.
Spanish Bilingual, PC Imaging/Deployment, methodological aptitude, outgoing personality, assertive, great communicator, End User service-focused
Exxon MobilHouston, TXDesktop Administrator III05/2012 to 08/2015
Final level of escalation for desktop difficulties.
Department of DefenseFort Polk, LAInformation Technology Generalist08/2008 to 05/2012
IT Project Management & Strategic Planning Recommend technology to Departmental Cost Centers As a Help Desk Analyst (100% Remote Support) maintained the highest FCR (First Call Resolution) closing out 78.3% of Service Desk tickets without next Tier Escalation Business Directive given by EIT, VP to migrate 35 computers from Windows 7 to Windows 8.1 within a 2 week time frame while still maintaining daily Break-Fix Service tickets Organization was being negatively charged $250 daily from Microsoft for each computing asset not on the newest OS Successfully completed the above project 72 hours ahead of schedule without utilizing any overtime payroll hours saving the company $125,000 in revenue Installation of Military Computer Systems and peripheral equipment.
Successfully completed a rigorous 10 week Information Technology training (Server Maintenance/Repair, Active Directory, VSAT Installation, and Ethernet Cabling) Responsible for inventory of $2 Million Department of Defense Information Technology Assets Supported Executive Military Officers/Civilian Personnel Negotiated "Vendor Pricing Points" for the Procurement of new hardware/software Maintenance of VSAT/LAN/WAN with regards to End User Break/Fix Scenarios.
Password Reset/New Employee Account creation via Active Directory.
Wireless, printer, mobile device, and VPN support as needed.
Supported Executive Ranking Military Officers within Brigade/Battalion Headquarters.
Time Warner CableCary, NCNetwork Operations Engineer II02/2005 to 08/2008
Responsible for Customer Premise Access line fault management, isolation, diagnosis, and repair.
Developed Standard Operating Procedures & Knowledge Base) Loop-back testing with local provider (Telecom circuitry).
Monitored customer "site" up/down time.
Remote testing, maintenance, and troubleshooting of DACS, DS0, T1,T3, ATM, Frame Relay fiber optic lines with 24x7x365 Network Operations Center.
Access lines connected behind a Customer Premise Router being multiplexed over to a Cisco Catalyst Switch and ranged from speeds of 64 kilobytes per second to 155 Megabits per second Worked with Inter-Exchange carriers to provide compliant resolution of networking problems with regards to ISO9000 protocols.
Accepted End-User escalations with regards to MTTR (Mean Time to Repair) and SLA (Service Level Agreements) out of compliance thresholds.
Education and Training
Bachelor of Business Management and Administration:Marketing SpanishMay 1999North Carolina Central University, Durham, NCMarketing Spanish
A+, Active Directory, Analyst, ATM, Cabling, Cisco, closing, hardware, diagnosis, EIT, Ethernet, Frame Relay, frame, Help Desk, Imaging, Information Technology, inventory, ISO9000, IT Project Management, LAN, Access, Exchange, Windows 7, Windows 8.1, communicator, Network, networking, next, OS, payroll, Personnel, Pricing, printer, Procurement, protocols, Router, Service Level Agreements, SLA, Spanish, Strategic Planning, Switch, T1, Telecom, troubleshooting, VPN, WAN