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.

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.
• 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.