Christopher Ford Email & Phone Number

Houston, Texas, United States

Manage desktop support personnel regarding hiring, training/development, goal setting and tracking, ensuring adequate coverage with PTO & on-call rotations. Ensure productivity of employees and foster positive company culture of dedication & accountabilityEnforce, maintain and add IT policies and procedures as necessary. Work with IT Security/audit, Legal.

Houston, Texas, United States

Field, document and process incoming communication to ensure courteous, timely, and effective resolution of end user issues.Provide mostly second level but also some first-level contact and incident resolution for users with hardware, software and application issues.Assemble, install, configure, repair and maintain computer hardware, peripherals and.

Houston, Texas Area

• Administered help desk software and redirected problems to teams/resources for resolution
• Educated end user base on new and current company software and hardware to maximize utilization
• Provided first-third level incident resolution for all personal hardware, operating systems and application problems according to service level agreements
• Successfully implemented laptop refresh to entire corporate group 200+ users
• Proficient use of System Center Configuration Manager (SCCM) to complete and task software and image pushes
• Oversaw the configuration and support o mobile devices Android, iPhone, iPad

United States

• Ensured desktop computers interconnected seamlessly with diverse system
• Delivered outstanding service while troubleshooting and resolving issues related to PCs, laptops, networks, local servers, printers, remote access and file shares
• Learned the fundamental operations of commonly used software, hardware and other equipment to track, route and document problems and resolutions

Houston, Texas Area

Performed IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migrationResolved reported incidents in the software & hardware environmentMaintained incident management system with up to date information on ticket progressCompleted assigned tickets in timely manner within the Client SLAsUpdated asset.

Houston, Texas Area

• Applied best practices of software development while staying abreast of advances in the practice.
• Installed and performed repairs to hardware, software and peripheral equipment, following design and installation specifications.
• Conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support.
• Developed training materials and procedures.
• Analyzed network packet information and computer OS system data to identify and characterize anomalies on networks.
• Gathered and analyzed performance metric data.

Houston, Texas Area

• Worked on secondary testing of all hardware components after initial failure
• Worked with distribution companies to order bulk replacements of failed hardware
• Responsible for Break/Fix issues on outgoing HP product
• Built barebones PC and laptops to include hardware and operating system installation and configuration.
• Performed installation and optimization of Windows XP-Vista, Microsoft Office Suites and any other customer requested/required application.