Samsung Helpdesk/Service Technician Lead at COMPUCOM (2023-08 – Present)
Responsible for supervising the training of new technicians at Samsung. Work across multiple locations, providing IT support where needed and contributing to the training of new hires in those different settings.
- Lead projects centered around imaging, configuring, and deploying computers for Samsung's administrators and vendors, ensuring a smooth and efficient setup process
- Develop customized system images tailored to various laptop and desktop configurations, ensuring specific needs are met for different devices within our environment
- Configure, repair, and replace toner cartridges in printers
- Manage the assignment of static IP addresses for both computers and printers based on specific requests
- During upgrades of laptops and phones for our clients, I handle the seamless transfer of their data to ensure a smooth transition
- Facilitate the setup of work emails for new clients and assist existing clients in configuring their work emails when they receive a phone upgrade
- Collaborate with our network team to configure switches and conduct Wi-Fi assessments to ensure optimal network performance
- Utilize the WebHelpDesk ticketing system to efficiently manage and address client requests and IT-related issues in a timely manner
- Support clients both in-office and across various states by leveraging our remote software to troubleshoot and resolve their issues efficiently, regardless of their location
- Create and configure U-Ready accounts for newly onboarded employees
- Handle password resets using Active Directory, ensuring secure access for users by managing and facilitating password changes within our network
SEA IT Support Specialist Level II at JLM SYSTEMS INC. (2019-01 – 2023-08)
Oversaw large network environment: 3 Samsung warehouse locations (2000+ PCs). Handled password resets using Active Directory, ensuring secure access for users by managing and facilitating password changes within our network.
- Install and troubleshoot warehouse programs such as SAP, RBMES, SPES, SMES
- Provide IT support in the office setting as well as on-call during the emergency pandemic
- Work with IT Security to investigate users' machines for illegal software
- Setup extra stations due to a natural disaster causing water damage to equipment in certain locations of the warehouse
- Provide Video conference support /organize meetings/ repair projector/troubleshooting
- Migration specialist: Win 7 to Win 10; merging of AD systems (2019-2020)
- Create troubleshooting guide for helpdesk
- Used Active Directory for password resets
- Windows version 1909 and 21H2 Update Projects (Imaged and setup 1000+ desktops in new warehouse location)
- Image/Reimage laptops and desktops to the latest version
- Replaced HDD for any PCs not functioning during the project
- Update ESCORT for PCs with the new project
- Installed OTViewer
- Activate Windows for the line PCs
- Create a spreadsheet of all the PCs that have been updated and completed
- Updated inventory of desktops, laptops, printers, and toner
- Use RemoteCall Agent to support users remotely
- PC Repairs (Hardware and Software), upgrades and restores
- SSD Swap
- Component testing and repair
- Application Loading and data migration
- Installed, setup, and repair printers for departments (office printers and label printers)
- Mapped share drives upon request for clients
- Create U-Ready accounts to connect to Samsung's WIFI
- Setup email accounts on laptops and mobile devices for clients
- Worked out in the field and remotely to support clients
- Image/Reimage laptops and desktops using Acronis 2016
PC Support Specialist Level II at DALLAS COUNTY COMMUNITY COLLEGE (DDCD) (2012-08 – 2018-04)
Took lead in Windows 10 migration projects, antiviruses, PC installations, VMware, and Microsoft Office. Participated in meetings with the supervisor on new projects and provided expert advice to ensure success of the department. Fellow employees reported on certain assigned projects and progress was updated to the supervisor.
- Provide system support services for location wireless network and/or laptops
- Maintained a high degree of technical expertise in the operation, applications and updates for software and hardware in order to assist workgroup in acquisitions and optimum usage of District supported systems
- Provided support and acts as a resource person answering questions and solving complex problems for individual users
- Provided technical assistance in answering questions and resolving computer hardware/software problems in person, via telephone, or using remote assistance
- Assisted in the planning, developing and implementation of new network systems and revisions/updates to existing systems
- Acts as a technical liaison with the location network specialists and/or district network technicians
- Installed, configured, maintained, and repaired software/hardware in a relevant operating system environment
- Performed administrative functions, proper incident logging, status updates, knowledge base updates, technical documentation required by performing job duties
Campus Based Technician Level I at DALLAS INDEPENDENT SCHOOL DISTRICT (2010-08 – 2012-08)
- Upgraded laptop and desktop computers
- Replaced hardware (Screens, M/B, Keyboards, HDD, etc.)
- Created new images with latest updates and required hardware and software installation
- Network setup and installation for Dallas schools
- Provided technical support for DISD staff and students
- Prepared new and old equipment in order to be ready for pickup or delivery
