Infrastructure Services EngineerLocation: Dallas/Fort Worth AreaOur team provides level 2 & 3 infrastructure support for DTCC's internal end user population as well as working in conjunction on projects with all other End User Services teamsCommon daily tasks include:•Fielding trouble tickets and problem phone calls to troubleshoot and resolve incidents, remotely & face to face.•Provide Tier 2 & 3 technical support for end users•Performing the installation, repair and preventative maintenance of personal computer and related systems.•Assisting in determining suitable software to meet user requirements.•Troubleshooting software and hardware failures and identifies network problems when they relate to l company-issued devices such as desktops, laptops, mobile phones and assoicated peripheral devices.• Troubleshooting and maintaining Virtual Desktop environment via VMWare Client, Citrix App Center, Desktop Director, and other environment management tools.•Providing timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.•Providing case status updates to end-users, Service Desk and Management as required including updating ticketing systems.•Supporting and maintains effective relationships with users and other IT support groups.•Developing documents and implements standard operating procedures and customer service guidelines relating to IT support.

• Provided helpdesk, and desktop support for 240 users.• Supported the Avaya phone system through Zeacom, and i3 dialer software.• Troubleshot mobile devices for wireless connectivity, and exchange access.• Reorganized, and deployed all desktops, and peripheral devices through a company merger, and two primary campus moves.• Ensured that all desktop hardware, operating systems, software and procedures aligned with organizational standards.• Improved company offsite security standards through the deployment of device encryption software (Deslock)• Assisted in patch management of all servers to ensure compliance.• Managed and maintained print server for the environment.• Audited and restructured Voip management software and services saving the company $240,000 annually.

• Hired on for a six month contract to do a desktop refresh to deploy a quarter of the environment (400 devices)• Provided helpdesk support for 2500 users, as well as processed new devices as they arrived.• Prepared, Imaged, and configured a multitude of devices for new users ensuring compliance with government requirements.• Assisted in the implementation of a network refresh project.

• Provided 1300 City employees with on site and over the phone technical support.• Deployed and configured new desktop, laptop, and tablet computers using Symantec imaging software.• Supported all related software and peripherals, including scanners, printers.• Worked with outside vendors to troubleshoot software and compatibility issues.• Repaired and replaced hardware components on a variety of desktops and laptops.• Installed and maintained network printers and multi-functional print devices to support the different requirements of employees and departments.• Used Symantec’s Ghost imaging software to create and deploy images to new or corrupted PCs in a WDS environment.

-Supervised a small helpdesk environment and handled escalations of mission critical issues.-Worked as a technical consultant with 4tech Communications to assist in sales, and support for their clients.-Performed maintenance on multiple Windows 2008 Servers to ensure industry compliance, and data security.-Upgraded clients from a Windows XP/2K3 environment to a Windows 7/2K8 environment. -Performed full inventory and deployment along with maintenance on proprietary software.-Addressed the issues as they occurred between new and old systems.-Performed a variety of projects for Sysdrum directly ranging from website development, to database maintenance.- Participated in the development, and maintenance of website for multiple websites for clients.