• Deployed and maintained operating system software and third-party software utilities, systems and services within company operational guidelines.• Performed daily system monitoring, verifying the integrity, availability and performance of the infrastructure environment, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.• Identified, diagnosed and corrected issues related to the operating systems, software, utilities, AWS environment and ancillary services.• Addressed and resolved critical system issues on a 24X7 basis including notification, escalation and coordination across the organization.• Managed, addressed and completed support incident tickets and change requests within pre-defined service level agreements.• Regularly communicated status of incidents and requests with customers and key stakeholders as dictated by the severity and circumstances of the incident.• Maintained updated documentation of all in-progress and completed projects in appropriate systems as required by team management.• Created and maintained system documentation for organizational technologies, including installation, configuration, and appropriate troubleshooting steps.

• Answered and documented all help desk calls related to specific software applications for assigned area.• Provided end-user support for specific software applications• Answered and documented all help desk calls related to specific software applications and computer hardware.• Assisted with some hardware issues.• Created and terminated new users related to specific software applications.• Created and updated user security access.• Monitored servers and users to ensure that the systems are operational.• Informed Information Technology Services of any operational problems.• Conducted system maintenance on network.• Reviewed software literature for any software updates and upgrades.• This all took place within a Citrix environment.

• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Responded to queries either in person or over the phone.• Walked customer through problem-solving process.• Installed, modified, and repaired computer hardware and software.• Maintained timely and accurate help desk request records using ticketing system.• Followed up with customers to ensure issue has been resolved.• Tested pending software updates.• Understands and can apply system administration, management and performance tuning techniques

• Monitored licensing utilization and hardware inventory.• Log trouble tickets in a help desk tracking system – Service Manager Console 2012• Supported Smartphone’s and communication devices, such as VPN, One Click and Remote Desktop tool• Troubleshoot hardware\software computer problems – Service Manager Console• Support Cisco IP Communication Manager Phone System – Cisco Unity Connection Administration• Image computers using SCCM 2012 (Windows XP, Windows 7 operating systems)• Windows 7 migration Deployment for (Columbus and Schulenburg Site) approximately about 200 clients• Knowledge of Cisco Switch\Routers LAN Technology• Trained clients on Microsoft Windows 7 and Microsoft Office 2010• Managed inventory with Microsoft SharePoint 2007 – Service Manager Console IT Asset Management • Resolve common issues with workstation, printers, scanners and other associated devices• Provide positive support for all staff in conjunction with overseeing and monitoring resources and equipment• Prepares equipment for shipping, receives new equipment and update ITIL SLA • Manager Projects with the Network team – upgrading HP Proliant ML350P Gen Servers • Basic knowledge with several applications –AutoCad, CadWorx, Active Directory, Citrix Session Tool Farm

• In this position I was responsible for supporting the Houston Airport System’s customers and staff. At HAS we use Symantec ServiceDesk 7.1 as our trouble ticket system. The scope of support at the HAS Service Desk include; Microsoft Active Directory, we created new user accounts in AD, configured and troubleshot roaming profile issues, MS Outlook XP/2003/7/10 configured user profiles, and resolved problems with “PST” files, MS Office 2003/2007/2010 suite, network printer mapping, assisted in diagnosing network related problems, amongst other things for over 1,500+ end users.

Work as a Computer Technician for HP.

• Joined faculty with the supervision of students in the Development Enhancement Labs.• Assisted faculty with maintenance of student attendance records.• Proctored examinations as needed.• Enforced administration policies and rules governing students in the Development Enhancement labs.• Assisted faculty in the grading of homework assignments (using answer sheets or electronic marking devices).• Instructed and monitored students in the use and care of computer equipment and materials, in order to prevent injuries and damage (computers located in Development Enhancement labs).• (Assist Academic Enhancement Administrative Assistant) Organization and supervision of main Academic Enhancement Office• (Assist Academic Enhancement Administrative Assistance) Supervision of undergraduate student employees• Support faculty in photocopying and other tasks in order to support teaching.• Enforce administration policies and rules governing students in the Development Enhancement labs.• As assigned by Academic Enhancement Administrative Assistant and Associate Director of University College.