Malcolm Austin Email & Phone Number

Plano

Led 5 member team in a Desktop/AV environment. Escalation point for technical team and clients in an end user environment. Oversaw management of the Security badge access database Provided Desktop, network and security systems support, for a 300 user base Supported Windows 7, 8 and 10 on IBM, and Dell PCs. plus MACs OSX (Yosemite) Supported Parallels interface software on MACs Supported Android and IOS Tablets along with Smart phones. Managed and maintained assets in Web based Asset Tacker Maintained security access database to building location Managed the reimaging process of workstations for new and existing users. Led special projects related to software and hardware upgrades. Supported Network connectivity for Internet based applications.

Dallas Tx

• Worked on a Team of project managers and Technicians to upgrade existing users from Windows XP to Windows 7.• Used Ghost software to re-image new and existing Laptops with Win 7 and proprietary applications according to specific lines of business.• Scheduled workloads for other technicians each day according to project deadlines.• Escalation point for users and other technical concerns.

Irving, Tx

• Providing Tier 2 and 3 desktop, executive support for a 60,000 user base.• Supported Microsoft Office, Adobe, Mainframe and proprietary lab applications. Used remote access applications such as Bomgar, PCAnywhere, and VNC and MMC.• Responsible for work flow and distribution of trouble tickets to other technicians• User account creation and management through Active Directory.• Escalation point for user and technical concerns that may arise.• Special Projects work, such as PC and Laptop replacements, OS and Office upgrades.

Addison, Texas

• Managed Active Directory user account access for employees across multiple domains. Included access to shared folders, databases. Added, changed and deleted user ids, Groups and datasets. Handled security issues for Mainframe including RACF and TSO; Midrange security using Control SA. • Managed issues or changes within the team to do with work specifications and volume, team member recognition, team member challenges• Led team in the preparation and updating of weekly status reports and team activities on SharePoint site

Plano Tx

• Provided tier 2 and tier 3 desktop support and special projects for team.• Managed users accounts and groups thru active directory• Tier 3 SME for mobile devices and Cisco VPN connectivity• Projects Leader for; Hardware and software rollouts, UAT, Printer migrations, OS upgrades, lines of business moves and relocations, Training room setups.