Help Desk Lead
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Professional with strong background in IT support, equipped to handle complex technical issues and provide effective solutions. Skilled in troubleshooting, system administration, and user support. Known for fostering collaboration within teams and adapting to evolving situations. Reliable and focused on delivering impactful results, excelling in communication, problem-solving, and customer service.
Help Desk Lead - Terran Orbital Corporation - Melbourne, FL
(2022-09)
Desktop Specialist - DKW Communications - Denver, CO
(2018-09 - 2022-09)
Supported the Office of Natural Resources Revenue (ONRR) of the Department of Interior (DOI). Monitored and resolved issues to completion using the call tracking system. Replaced agency laptops and desktops via SCCM image which included scheduling, backing up data, imaging system, restore data and programs, encrypting the drive and returning to the employee.
Mobile device management and upgrades. Installation of specialty software on workstations. Updated and maintain computer inventory and surplus equipment. Maintained hoteling cubes for visiting employees.
Desktop Support - Abacus Technologies/NuAxis - Denver, CO
(2014-09 - 2018-06)
Supported the Bureau of Safety and Environmental Enforcement (BSEE) of the Department of Interior (DOI). Interacted with the end user to identify a variety of issues related to desktops, laptops, printers, and server or network connectivity. Provided in-person, desk-side support for installation, configuration, troubleshooting for operating systems and software applications, both COTS and proprietary, as well as hardware.
Installed and maintained desktops and laptops. Communicated technical information in a non-technical manner. Monitored and resolved issues to completion using the call tracking system. Upgraded agency from Windows 7 to Windows 10 via SCCM image which included scheduling, backing up data, imaging system, restore data and programs, encrypting the drive and returning to the employee.
Desktop Support Contractor - City and County of Denver - Denver, CO
(2014-05 - 2014-07)
Windows XP to Windows 7 Migration team. Provided on the ground support of desktop migration and responsible for imaging systems at various agency sites.
Desktop Support Contractor - Ecotech Institute - Aurora, CO
(2014-02 - 2014-04)
Provided desktop support for the campus including vdi desktops. Upgraded systems from Windows XP to Windows 7. Replaced copiers and implemented secure printing via badge card readers.
Desktop Support - Altegrity, Inc./HireRight, Inc. - Nashville, TN/Denver, CO
(2009-09 - 2014-01)
Provided desktop support for 450 end user multi-domain environment including remote employees which included troubleshooting hardware and software issues, software deployment and operating system imaging on Dell desktops and laptops. Responsible for setting up phones, both personal and agent extensions using Cisco Unified Communications Administration. Basic phone troubleshooting. Provided file and share permissions on Windows Server 2000 through 2012 via server and AD.
WorkCentre copiers including RightFax and network scanning. Provided support on VMware View desktops. Maintained exchange mailboxes and distribution lists. Local lead in several projects including domain migration and upgrading from XP to windows 7 operating systems.
Desktop/Server Support - Asurion Insurance Services - Nashville, TN
(2005-05 - 2009-02)
Provided desktop support for 3,000 users. This included troubleshooting hardware and software issues, software deployment and operating system imaging. Rapidly acquired respect and was presented with the opportunity to move into Server Operations role.
This included user administration, file and share permissions, server troubleshooting (hardware and software), and Exchange support. Additional responsibilities included deployment and support of virtual machines using VMware's ESX 2.x and 3.x platforms. Server environments consisted of a multi-domain model for Windows NT 4.0 and Windows 2003 Active Directory.
Assisted in transitioning responsibilities from the Server Operations team to the Service Desk.
IT Support - TekSystems - Contractor at NES - Nashville, TN
(2005-03 - 2005-04)
Assisted in company-wide desktop OS upgrade from Windows 2000 to Windows XP.
Desktop Support - GDR Group - Contractor at Broadcom Corporation - San Diego, CA
(1999-10 - 2004-12)
Provided desktop support for 200 users which included: troubleshoot hardware and software problems and provide solutions, install software and hardware, workstation setup and support - including hardware and OS refreshes. Responsible for local inventory and equipment maintenance. Also assisted in Domain Administration support which included: Management of NT 4 & 2000 servers (Domain Controllers, WINS, DHCP, DNS, File and Print) Cisco switch management, wireless access point management, Citrix server client administration, NetApp filer administration, and DFS administration.
Assisted in telecom support which included Lucent Definity Site Administration – switch and voicemail, ordering and punch down lines.
Desktop Support - Yahoo, Inc. - Santa Clara, CA
(1998-03 - 1999-08)
Provided desktop support for 1200 users, created email and UNIX accounts via Perl scripts, created and maintained mailing lists for entire company, implemented and maintained system builds via ghost, troubleshoot hardware and software problems and provided solutions, maintained directory, drive access, passwords and file management in Windows NT and Unix environments, assisted in converting and upgrading laptops from Win95 to Win NT, added entries in DNS, team lead in several company moves, maintained loaner pool, scheduled preventive and emergency maintenance on all office equipment.
PC Support Technician - InfoWorld Media Group - San Mateo, CA
(1996-09 - 1998-03)
Provided desktop support for 300 users, troubleshoot hardware and software problems and provided solutions, managed and upgraded desktops and laptops from Win3.11 to Win95, implemented and maintained system builds via ghost, purchased software and hardware for the company, maintained loaner pool, scheduled preventive and emergency maintenance on all office equipment.
