Davis Le Email & Phone Number

Dallas County, Texas, United States

Troubleshoot commercial of the shelf software (COTS) and hardware to determine root cause and annotate resolution to educate helpdesk. Prepare standard login scripts and establish network access protocols to enable customers to gain local or remote access. Review, validate and standardize problem resolutions for inclusion in the problem resolution database. Provide technical support and expertise in resolving the most complex customer problems, e.g., by re-imaging customer workstations and correcting other workstations affected by similar problems. Evaluate and report on new tools and trends in the customer support field such as browser-based and speech-enabled customer support services; organize vendor demonstration sessions for other specialists; and recommend purchase of new tools to enhance the delivery of customer support services.

Lead a group of IT Specialists in cross training and deploying them in their strengthened field capabilities. Continuous strengthening their abilities to mentorship. Provided system administration support for office local area networks by monitoring and managing routers, switches, and wireless by implementing firmware updates, MAC exemption, heat map documentation, network schematic documentation. Maintained server by managing users account, system back-ups, system upgrades, maintaining system security, ensuring that all network users are properly proficient in the usage of the network. Readied IT assets with logistics by ordering and configuring mission critical component while maintaining funding scope. Worked closely with both federal entity (DHS/FEMA Security Operation Center (SOC) and FEMA Network Operation Center (NOC)) and vendor (such as ISP, Cisco, Dell, HP, and government contracts) to gather configurations and resolution for IT deployment. Presented IT training to user to ensure user are following FISMA, NIST, and good practices.

Assist end user, both remote and on-site, by troubleshooting, creating workaround, and implementing resolution. Create knowledge article (KA) using Remedy ticketing system. Deployed and configured mobile devices such as network printer, VOIP telephone, analog telephone, printer, video conferencing devices. Deployed network equipment and network schematics according to documented floor plans. Create schematics for outdoor network deployments.

Baylor Scott & White (Enterprise Field Services)Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools. Performed security administration functions for user, data, and remote access. Successfully directed the on-time, on-budget completion of hospital-wide upgrade to Windows 7 and Office 365 impacting more than 300 onsite staff and five remote employees. Managed assets and user’s credential onsite with Active Directory and Snow ticketing system.Concentra (System Analyst)Assisted in rolling out refreshed desktop to multiple sites across the US to company owned clinics using HP Proliant Server OS Deployment system. Set up mobile devices (iPads and other tablets) within MDM deployment projects.

Garland, Tx

• Perform troubleshooting on client laptop or computer with hardware or software-related issues from blue screen, black screen, slow operations, malware, virus, and damaged hardware components. • Troubleshoot client’s machine through Windows Operating System (Remote Desktop Connection with router and switch configuration) and commercial software (Logmein and TeamViewer)• Created a custom build server for small roofing company (consisting of 15 personnel) with Windows 2008; installed active directory, and file screening to ensure personnel are able to access designated drive space.• Created custom build computers with limited budget and high-end budget with no complication.• Install patch cables, Category 5 or 6 as UTP or STP, using either T568A or T568B configuration.• Ensure all network cables, new or old, are up to standard with building regulation by city ordinance. • Troubleshoot network connectivity to ensure all machine are operational while acting as a liaison with client’s internet service provider and the client machine.• Configure TCP/IP as static with the user requested instructions and dynamic through DHCP.• Consult with clients for home-network which allows them to have control of all additional computers at home.• Configure Virtual OS with Windows Server 2008 and 2012 through Oracle Virtual Box.• Backup Operating System utilizing Operating System (Windows) and commercial software (AOmei and Symantec Ghost) while needing computer to be redeployed for field use.

Dallas, Tx

Worldwide Tech Services (Field Engineer II)• Determined root cause and provided corrective action to prevent future failuresthrough investigation and analysis.• Identified any key changes to project that could affect cost, completion date andcustomer relationship.• Promoted positive customer support training experience once project was completed.• Identified major issues that could arise and provided solutions for these problems.• Prepared documentation that would be used in requests for proposal.Projects:Texas New Mexico Power (Desktop Support) – Provided onsite and remote support to North Texas remote sites in a 150 miles radius; managing laptops (IBM/Lenovo and Panasonic), printers, and company iPhones.Wal-Mart (Project Lead Technician) – Assisted IBM with massive roll out of refreshed desktop to pharmacy side of Wal-Mart and ensured that the desktop is on the right VLAN and all peripherals are compatible to the new machine.

Plano, Tx

Configured hardware, devices, and software to set up workstations for employees. Created support documentation that empowered and enabled the user community to extend skills, leverage system features and find resolutions to questions without intervention from support team. Resolved system, hardware, and telephone issues within 1 hour, improving efficiency among all departments. Evaluated and responded to incoming sales leads and requests for technical support assistance. Identified and solved technical issues using a variety of diagnostic tools and tactics. Helped streamline repair processes and update procedures for support action consistency. Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.

Camp Lejeune, Nc; Fort Worth, Texas

Produced reports on equipment status, incidents, personnel readiness and intelligence for superiors on a daily basis.Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.Create and budgeted million dollars ration plan for battalion training exercise. Budget multi-million dollars funding to support training operations with or without additional units attached. Create training regimen for personnel to ensure training is up to date and retained in accordance to Marine Corps Headquarter (MECH) policy and guidance.

Bachelor'S Degree, Cybersecurity And Information Assurance

Microsoft Technology Associate And Comptia, It Professional

Associate Of Science (A.S.), General Studies

Associate Of Science - As, General Studies