IT Support-Contract - DFW IT HELPDESK
(2018-01)
- Configure users in Exchange 2016/2019 thru Exchange Admin Center
- Provided remote support and local support to Executives, Users, Field end users
- Maintain asset management and inventory
- Helped with setup/maintaining Server 2008-2019
- Responsible for all recovery tickets company wide
- Image and reimage machines as needed thru WDS
- Managed all print servers and updated drivers
- Provide Video/audio support for teams, zoom
- Provide onboarding and offboarding support for
- Provide white glove support to all C-level clients
IT Support Specialist II - Leo A DALY - Dallas, TX
(2016-12 - 2017-12)
- Support users across dispersed locations using remote assistance software and a variety of communication tools
- Provide training and support to the user community and fellow team members
- Supporting and deploying production applications and operating systems such as: Windows 10, Office 2016, Office 365, Autodesk products, GIS products and Bentley products
- Responsible for imaging, packaging, and OS deployment
- Supported hardware such as laptops, desktops, multi-function printers and Windows OS migrations
- Setup/supported Cisco phones
- Supported IOS/Android mobile Devices
IT Support Specialist - E2open - Dallas, TX
(2014-03 - 2015-11)
- Key point of contact for corporate global Service Desk team supporting over 500 users
- IT representative exclusively supporting Dallas and Austin branches. Responsible for managing laptops, Macs, printers, network, phones, and all other hardware devises
- Responsible for setting up MDT/WDS environment and managing base image. Built Window 7 and 8.1 OS deployment and working on Windows 10 soon
- Support remote and traveling users with tools such as LogMeIn, Skype for Business, RDP and GoToAssist
- Microsoft Office 365 administration. Establishing accounts, troubleshooting issues
- Active Directory group and user administration. Group Policy (GP) maintenance and trouble shooting
- VMWare server setup and implementation utilizing VMSphere client
- Asset management and update inventory records of new and used hardware
- Interfaced with site managers to recommend and procure hardware for both Dallas and Austin branches
IT Operation Support - Trinity Industries - Dallas, TX
(2012-03 - 2013-12)
- Provided Desk side assistance to internal and external user and executives
- Assist Helpdesk with calls, emails, phones, walk-ups
- Provided level 2 support for escalated issues from the helpdesk
- Provided technical support for over 100 branches in US and Mexico via phone in English and Spanish
- Used remote desktop software Dame Ware and Team Viewer to assist user with diagnosing pc/software issues, software configuration, printer mapping, drive mapping, VPN and wireless networking issues etc
- Performed PC/Laptops deployments, configurations for new/existing employees. Supported break/fix pc issues for internal/external users
- Hardware Installation and Equipment Moves
- Performed password reset for users for Kronos, PeopleSoft, Oracle, BPCS
- Performed password reset for users thru Cisco Unity
- Creating AD and MS Exchange 2010 accounts
- Configuration of Audio/Video for Conference rooms
- Troubleshooting Citrix connectivity issues on thin clients with Citrix AppCenter
- Managed BES 5.01 and BES 10 server and BB activations
Bilingual Server Technical Support - RIM - Irving, TX
(2010-09 - 2012-02)
- Responsible for inbound and outbound priority-based queue to answer telephone and email technical BlackBerry Infrastructure based inquiries for carriers and clients in the Americas, Europe and Asia
- End user Pc XP, Vista, W7 troubling shooting
- Guide end user via phone on correct method to access active directory with permissions
- Walked customer how to give correct permission in Exchange 2003-2010
- Interacted with appropriate escalation teams in order to provide a resolution to the most intricate and difficult cases
- Supported and troubleshoot Microsoft Office 2003-2010
- Well-informed in all areas of BlackBerry handheld technical support use and maintenance
- Expert in Blackberry Enterprise Server Logs Monitoring, for analysis and diagnosis
- Educated in BlackBerry Enterprise Server 4.1 thru 5.0 Architecture
- Experienced in BlackBerry Enterprise Server Installation, removal, upgrade
- Trained in all infrastructure of Research In Motion
