Analyzes and interprets Incident and Service Requests based on limited information; identifies problems and solutions; coordinates workflow processes with other IT support teams. Analyzes problems and recognizes trends as they occur and escalates incidents appropriately.Collaborates with UXS, DCO, Communication and Administrative technology team members to ensure efficient operation of the organization's desktop computing environment.Performs analysis, diagnosis and provide support related to the University’s Enterprise systems: PeopleSoft FMS, HCM and Time Labor, Clinical Technology applications; Epic, Allscripts, AthenaIDX and other Citrix delivered applications.Performs analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, for on-site and remote users as needed.Assists in developing ad-hoc reporting in the ITSM application for continuous improvement of Information Technology teams.

Perform operational support for Spring Lab location. This includes management of L3 user accounts, local non-domain user accounts, any and all lab related computer systems, and any current/future lab related projects.

Supported CX Houston organization in building / maintaining close working relationships with local customers and business lines. Developed solid understanding of wide range of processes / technologies used by both CX, MSP, and clients. Collaborated across IT, with MSP, and other local vendors to ensure expectations are met with minimal customer impact. Confirmed new technology / process delivered value with minimal impact. Facilitated local and global PoC projects as local technical lead analyst.• Executed customer projects outside of MSP scope of work, including on-schedule migration of Ryan Tracker’s Access database backend to SQL Server, minimizing customer downtime.• Confirmed new technologies / processes deliver value with minimal impact by forging strong alliances across global IT, representing customer needs.• Guided team (including MSP), executing project in accordance with EMIT best practices, stewarding activity locally, and communicating feedback / updates to project team.• Engaged customers to understand productivity challenges (when existing solution available, engage customer; when not possible, execute warm handover to correct Support Team).

Provided best-in-class customer service and IT solutions to enable market wins for business customers. Interfaced with local and global IT service partners and CX regional to support technical solutions, process improvements, and seamless support required to power businesses. Delivered infrastructure, applications, business analysis, and process engineering in partnership with business customers. Increased business value through innovation and advanced technology while sustaining reliability, security / controls, and cost effectiveness.• Analyzed business requirements gathering, determining accurate root cause discovery for large issues.• Trained new MSP team, facilitating successful change in control to MSP managed desktop support.• Led effort of onboarding ~30 MSP desktop support techs, driving successful, on-time change of desktop support control to MSP.• Delivered Level 3 technical support services to desktop team members reducing escalations by 90% and improving issue resolution time.

Performed desktop support for 2K+ users in multiple-domain, time-sensitive environment.• Diagnosed problems, evaluated optimum solutions, and communicated resolution documentation to local team, publishing on SharePoint for global support staff.• Imaged, installed, upgraded, supported Windows 7, 8, 10, MS Office, and other authorized desktop applications, printers, supported computer hardware and authorized peripheral equipment for 2K+ users / devices, reducing ticket resolution time and boosting customer satisfaction.• Decreased ticket escalations to Active Directory team 75% by playing key role as SME expert in Active Directory User account administration, and L3 escalations 90% by providing L3 level troubleshooting assistance to desktop techs, help desk, and SCCM application help desk.• Conducted training for help desk and SCCM application help desk, improving 1st-call resolution times for users.

Responded to helpdesk tickets interfacing with 11K HISD Principals and Teachers, Developers and Security team members to resolve in-house user issues users. Supported in-house TADS PeopleSoft application utilizing Bomgar remote control application, Footprints HISD Ticketing system, HISD Security Administrator application, PeopleSoft, and Chancery applications.

Delivered ‘concierge-level’ IT application training and desktop support to executives, executive administrators, and staff.

Delivered ‘concierge-level’ IT application training and desktop support to executives, executive administrators, and staff.

Provided on-site server administration for wide range of systems, application packaging and delivery, laptop / desktop imaging / deployment, and Level 3 support to desktop support staff.• Active Directory Migration • Application repackaging and deployment to user workstations. • Desktop and laptop image creation and maintenance • BlackBerry Enterprise Server administration. • Citrix Metaframe Presentation Server v4.0 implementation and administration. • Clustered Print Server Implementation • McAfee ePO Server Management and upgrades • Migrated Remote Site BDC Servers to Active Directory. • SAP print queue’s administration: Configured 100+ SAP print queues for Houston and Houston managed remote sites. • ScriptLogic’s Desktop Authority Server implementation for computer asset management. • Symbol Wireless Handheld Barcode Scanners Warehouse Deployment • WSUS Windows Server Update Services Server implementation.

Managed Windows and Netware servers 24x7 and implemented application scripting and packaging.• Provided Remote Site Support for 15+ Wellhead and Fluid Controls offices within the US and Canada. • Installed and supported LAN environment and network connectivity for remote office locations throughout North, Central and South America (Frame Relay circuits or local broadband + VPN). • Provided application and hardware support to remote site users. Setup, deployment, support and maintenance of WinNT4 BDC Servers for five FMC remote site offices (BDC / DHCP / DNS / WINS) • Frame Relay Connectivity Project - Assisted network engineers with implementing frame relay circuits at fourteen remote sites conducting on site environment surveys, installation of onsite hardware, and assisting with testing. • Built and installed 5 BDC servers in 5 FMC remote sites. • Re-imaged all support remote site workstations to Windows 2000 Professional using images I created specifically for FMC remote site PC’s. • Deployed and implemented McAfee Remote3 Desktop for RDM (Remote Desktop Management) to reduce travel time, costs and cut back on long distance support calls • Install FMC required applications - ForReview plug-in, Office97, Reflections, Access97, PAL, PKZIP • Migrate ccMail user mailboxes and archives to Exchange / Outlook • Houston Desktop Team Lead of 7 team members • Technical lead for Latin America sites VPN implementation project • Provided on-site and remote site server / LAN / WAN infrastructure support as needed.

Managed Windows and Netware servers 24x7 and implemented application scripting and packaging.• Netware 3.x, 4.x and Windows NT server administration and disaster recovery planning and implementation. • Application integration planning and implementation. • Provided third level support for HR applications and Oracle 7.3x, 8.x client installations as well as standard business applications. • 24x7 on call support for HR users • Application Integrator, ENA Networks Application Integration Department • Application scripting and packaging with WinBatch, Winstall, Visual Basic and SMS Installer • Third level application support • Conversion from cc:Mail to Lotus Notes mail • Windows 95 deployment • Windows NT deployment • Relocation of HR servers from Enron building to Ardmore Data Center • Conversion of existing application script packages for Corporate Windows 2000 rollout • New HR Web NT Domain server and member servers • Server disaster recovery planning • Personic Workflow application and server implementation, technical lead • CMS Express Options application and server implementation, technical lead