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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Palencia CourtArlington, TX Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEPROFESSIONAL WORK EXPERIENCEJudge Group, Inc. at Army and Air Force Exchange Services, Dallas, TexasIT Technical Analyst - Contract Role (January 2024 to March 2024)IT technician position with a focus on a companywide computer lifecycle. Working in a team environment to replace old desktop and laptop computers. Daily tasks include imaging computers, updating firmware, bios, and Windows OS., installing software, copying data, and confirming correct overall setup for the employees. Following up with employees after the delivery of their new hardware to ensure all needs are met. Broad knowledge of Microsoft products, technologies, and its integration with Skype for Business Server. Knowledge of VoIP protocols such as SIP, H323, MGCP, RTP, Codecs knowledge and troubleshooting experience. Hand on experience supporting/troubleshooting MS Teams and Skype for Business Online. Daily use of Azure AD and on prem Active Directory as well as Tanium.Major Responsibilities & AccountabilitiesCompleted lifecycle request tickets by imaging and provisioning replacement laptop and desktop computers.Resolved request and incident tickets using Service Now.Bios configuration and secure boot settings.Daily use of Remote Desktop and Active Directory.Imaged desktop and laptop computers via different USB flash drives to install the correct image for the user.Use of Command Prompt to wipe hard drives & manage BitLocker for encryption.Updated and maintained inventory using Excel spreadsheets, emails to the Inventory Manager in the staging/inventory warehouse, as well as the use of internal company website to track inventory.Communicated with end users, installied all required software, mapped all required printers and required network drives.Use of Microsoft Teams to communicate, connect to computers, request screen share, and keep track of important screenshots and documentation.Met with users in person to answer all questions and review the features of the computer ensuring all required software is installed and functioning properly.Assisted with Microsoft Teams, OneDrive, Outlook, Excel, and other internal software as issues arise.Resolved hardware issues such as computer port functionality, monitor and display issues, network, and VPN connectivity.Confirmed functionality of hardware and software.Imported and exported Outlook .pst files as needed.Delivered and/or shipped hardware to all users.Ensured old equipment has been removed from the network after 30 days of inactivity.Abernathy Media Professionals, Inc. Grand Prairie, TexasHead of Information Technology (September 2023 to February 2024)IT Lead position, managing and handling all IT needs and requests for the company, acting as the sole contact and employee for the department. Resolving issues and creating new solutions as needed. Maintaining and developing the environment to meet ISO requirements and working to improve Cloud Compliance score. Taking inventory of previously used equipment in storage, pricing and selling that equipment. Regularly attending meetings with staff and vendors to provide input and create solutions to reduce company spending while improving compliance.Major Responsibilities & AccountabilitiesProvided support to end users as requests are received and issues arise.Office 365 Administration including mailbox conversion, email trace, and Proofpoint integration.Reviewed list of active employees, contractors, and freelancers. Determined their required access if any and making changes to improve security.Amazon Work Services Administration, user setup and deletion, adding MFA, correcting errors in initial setup to continue making required changes. Making changes to AWS workstation storage capacity, Instance schedules, etc.Created, configured, and removed AWS instances as needs arise.Adding PCoip client to new AWS cloud workstations.Whitelisted IP addresses for user access to cloud workstations through PCoip Client.Created and maintained instructions for user installation and setup of PCoip client.Improved Cloud Compliance Score with a focus on AWS security and configuration.Jumpcloud administrator, adding, removing and maintaining users and devices.Integrated SSO for all AWS users through Jump Cloud to improve compliance.Troubleshooted and assisted users with hardware and software issues including Dropbox, Teams, Adobe Creative Cloud apps, Edit Share, inc.Worked with vendors to reduce costs and improve efficiency and compliance.Commuted to company rented storage units as needed for inventory completion and reduction to cut costs.Pyramid Consulting, Inc. at 7-11, Irving, TexasDesktop Analyst Mid Contract Role (December 2022 September 2023)Deskside Support Analyst role performing advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs. In this position I provided technical support to customers with operational and maintenance aspects of system equipment and served as customer contact. Provided VIP support of mobile devices for both onsite and offsite executive staff. Assisted with laptop refresh of corporate devices and lifecycle management. Daily setup of new laptops using Intune and Autopilot.Major Responsibilities & AccountabilitiesUtilized remote tools and cloud technology to provide technical support for hardware, software, store networks and applications.Managed tickets within ServiceNow for a variety of technical issues.Used experience and problem-solving skills to develop and improve processes and provided guidance to less experienced team members.Delivered White Glove support to executives.Supported mobile phones by resolving iPhone issues and setting them up for initial use.Used specialized knowledge or skills to solve complex and unique problems, or direct the daily activities of a business, technical support, or functional support team.Documented daily assignments and provided inventory updates.Established priorities for the completion of ServiceNow tasks by determining the impact of known problems. Interpreted internal and external issues to develop best practices.Utilized prior experience, interpersonal skills, and broad knowledge of the field to ensure task completion in compliance with policies, procedures, and business strategy.Staged, prepared, and deployed computers, peripherals, and devices to the users.Setup and connected devices to domain as required.Setup computers with the integration of AutopilotUsed Microsoft Intune to deploy, manage, and remove access to required applications.Installed Tanium on newly imaged computers for Endpoint management and security.Facilitated data migration between computers.Provided virtual desktop support.Collaborated with vendors and third-party support to resolve technical hardware or software issues for devices under warranty.Utilized JAMF software for Apple OS management including recovery keys and incident management.Packaged and shipped devices and additional equipment to users across the U.S.CMIT Solutions, Fort Worth, TexasSystems Engineer (December 2021 September 2022)Desktop Support position within the IT Operations on the front lines of IT systems support.Troubleshooting and resolving endpoint issues in a fast-paced environment, providing timely resolution of end user problems. Installed and supported systems and assisted with the day-to-day operations for various clients with a wide range of programs, products, and needs. Maintained a professional attitude while providing outstanding & friendly client services.Major Responsibilities & AccountabilitiesProvided day-to-day delivery and technical support for end-users of desktop applications, telephones, handheld email devices, printers and computer hardware.Supported Windows desktop OS, Mac OS, Android and iOS.Diagnosed and fixed computer and general network issues.Remote customer support including wireless LAN access, VPN, DSL, and Cable services.Worked with and maintained Backups, Active Directory, Exchange, Azure, and Windows server environments.Provided excellent customer service with attention to details and continued follow-up. Followed and produced written documentation and procedures for an unfamiliar technology Scheduled and completed on-site diagnosis and repair of various equipment.Answered phones and monitored email inbox to ensure response of 1 hour or less.Worked independently, creating tickets through Autotask.Used Continuum, LogMeIn, and Quick Assist to connect to client PCs for remote troubleshooting, diagnoses, and resolution.Packaged, shipped, and connected equipment as needed.Created and submitted monthly expense reports.Continuous communication with other staff members via Slack.End user onboarding and offboarding including computer setup, Active Directory. Microsoft AD, and account integrations.5Q Partners, Dallas, TexasSystems Engineer/Client Services Advocate (May 2021 November 2021)Onsite representative for 5Q Partners at Granite Park in Plano, TX as their Client Services Advocate in a Systems Engineer role. Maintained proper operating and performance levels for all services provided. Responsible for making sure the operational procedures and support processes were documented and executed smoothly and consistently to ensure the Clients business performed as required. A strong focus on data analysis, trend identification and continuous process improvement. Served as the single point of contact for Client end users who were experiencing procedural or operating difficulty with the use of IT applications, products or services.Major Responsibilities & AccountabilitiesServed as the primary ticket owner for all issues reported, as well as the subject matter expert to the rest of the team for knowledge and information.Worked closely with the Client Account Manager to ensure projects were completed in a timely manner.Created and reviewed client documentation, ensuring details are current and accurate.Performed daily, weekly, and monthly analytics. Addressed urgent tickets and matters needing special attention. Followed up on stale tickets and weekly performance reporting. Handled special data requests from the client.Streamlined and maintained efficient operations for Granite end users and the Support team.Analyzed and monitored support requests and processes.Daily incident and problem management.Assisted in Client communication and awareness.Tracked and reported on service degradations that repeat in nature.Served as an escalation point for end users with chronic troubles.Maintained daily operational SLA performance for individuals and team.Maintained all on-site inventory, placing new orders as needed.Identified performance deficiencies and provided corrective action.Installed, modified, and repaired Client connectivity, hardware, software and applications.Identified, reviewed & created technical, departmental and Service Desk guidelines and operating procedures.Responded to queries in person, via email and over the phone.Setup Teams phone and voicemail using PowerShell.Made changes to Teams phone settings and voicemail settings using PowerShell.Provided escalation and assisted customers through problem-solving process. Ran diagnostic programs to resolve problems.Installed and performed troubleshooting of computer peripherals, including printers, headsets, and monitors, for Granite end users.Followed up with customers to ensure issue has been resolved.Gained feedback from customers about issue resolution and quality of service.Desktop and laptop imagining and installation.MFA setup and administration using Okta.Assisted in the operations of enterprise systems as needed.Mercury Managed Services, Dallas, TexasSystems Engineer (February 2019 May 2021)Managed Service Provider supporting IT infrastructure and end user systems for multiple companies from Doctors offices to coffee shops. Providing IT support and solutions including server management, network setup and support, and troubleshooting daily both remotely and on-site. Managing level 1-3 requests through ConnectWise Manage and Automate.Strong understanding of MacOS, Windows Desktop OS, Linux OS, and Bit locker administration as well as diagnostic and root cause analysis skills. Experience with Windows Server, managing desktop environments including software updates, application installations, and environment monitoring. Excellent customer service, communication, and troubleshooting skills.Services setup, support and end user training include:ESET, IT Glue, Proofpoint, Acronis, Office 365 including Azure AD, Datto, Pax 8, AWS - Exit Certified training completed, Meraki, Mimecast, Unitrends, Amazon Work Services, Iron Scales, Datto, Acronis, Bluebeam, Windows Server, conferencing solutions including Polycom, Microsoft Teams, and Zoom.Dean, Omar, Branham, LLP, Dallas, TexasHead of Information Technology (October 2016 December 2018)Provided around the clock IT support to 40+ Paralegals, Attorneys, Administrative Assistants, remote employees, and trial/litigation teams. Purchased devices, downloaded all programs including anti-virus, and maintained security on all MacBooks, iPhones, Samsung phones, and Dell desktop PCs.Corrected issues on all devices while providing excellent customer service both remotely and face toface. Upgraded and maintained VOIP phone system, trained employees on how to use VOIP phones and voicemail system.Management of IT for Onboarding and Departing Employees:Archived documents and email accounts for departing employees.Arranged email forwarding, out of office messages and custom signatures.Wiped MacBooks clean and managed new user assignments and set up.Purchased all IT equipment and set it up for new and existing employees. VOIP phone training for all new employees.Managed Office Move April 2017:Disconnected the company server, modems and all computer equipment.Moved and reconnected all equipment at the new location over the weekend to avoid the loss of a business day, while testing and correcting any issues.Maintained connections in dual locations for 30-day period to ensure a smooth transition.Connectivity of LAN/WAN networks, Cat5 & Cat6 cablingPhone Systems:Improved poor phone service by researching, pricing, and implementing new in-house VOIP phone service.Diagnosed and corrected internet connectivity and VOIP phone issues.Recorded main office phone messages; provided assistance and training of the phone system, voicemail, call quality issues, etc.Remote Employee Assistance:Remotely accessed PCs and MacBooks to correct issues, provided support Installed and uninstalled programs and web browsers using TeamViewer.Provisioned VPN access on all machines to access the on-site server using ftp and smb connections through Finder, FileZilla and Cyberduck.Daily Employee IT Support:Trained employees on new or unfamiliar software, including Abbyy FineReader OCR; purchased and implemented software to OCR sections of the server.Enforced passwords and 2 factor authentication on employee cell phones and mobile devices to ensure security.Transferred programs and files from one computer to another.Connected in-house devices via WIFI and ethernet.Managed network operations and security.Technology Mastered:TCP/IP, HTTP, SSL, Ethernet, USB, Bluetooth, Cisco products, and VOIPWeb Browsers: Google Chrome, Internet Explorer, Firefox, Mozilla, SafariFluent in both Windows and MacintoshPrograms supported and managed: BackBlaze B2 Cloud backup, Office365, Cyberduck, FileZilla, Adobe, Crossover, Foxtrot, Dropbox, TeamViewer, FileMaker, Abbyy Fine Reader.Additional Responsibilities:Purchased, replaced, maintained and ensured security of all IT equipment and inventory.Updated operating systems and programs on all MacBooks and PCsManaged and maintained firm Server, including finding and implementing and mastering Cloud back-up service where they didnt have it before.Added additional Cisco switches as the number of employees and devices increased.Created and implemented a ticketing system for all issues to ensure organization and timely responses.Researched, priced and assisted with MIFI hotspotsProvided password and permission level support of FileMaker databaseFormatted and partitioned hard drives for document sharingAccounting assistance using QuickBooksIncreased network strength by utilizing Ubiquity access pointsEDUCATIONPittsburgh Technical Institute Associate Degree 1998North High School Springfield, OH 45503 College Preparatory Courses High School Diploma 1992-1996Nousiaisten Lukio Nousiainen, Finland; Rotary Exchange Student (1994 1995) |
