Oversee the day-to-day functions of deskside (manage workload and attendance)Maintain SLA’s and look for opportunities to optimize and work efficientlyCreate / update KB’s, processes and procedures Develop, communicate and implement new policies and procedures through verbal and written communicationMotivate teammates by inspiring positive communication and build strong relationships amongst themMentoring Deskside team members both technically and on policies and procedures established by the IT departmentPerform hiring responsibilities of new deskside members along with disciplinary responsibilities of all team membersTrain new Deskside members and equip them with the necessary knowledge and skills to perform their job(s)Set goals for the deskside team based on scope and client expectationsWork closely with the client and its upper management to deliver the best user experienceAttend client meetings to stay engaged with existing and new initiatives and projectsDevelop strong relationships with client and IT Key individualsWork closely with Help Desk and RTS leads to come up with better approaches to operate across teamsWork closely with Helpdesk and RTS to close the gaps and share knowledgeMonitor ticket queue for proper ticket assignment, updates and notes within a reasonable time frameAct as a center point of contact for Hess and AccentureCollaborate with Office Services to streamline and facilitate shipping and receiving of IT EquipmentCollaborate with other onshore and offshore teams to facilitate testing of new software and support new project work in deskside scope Assist in Providing support to New York and GOM when neededProvide back up support to VIP’s and handle escalations

Manage daily workflow via Service Now ticketing queue by leveraging the workload to the technical staff for efficient and timely resolutions Train, mentor, update and document procedures for the Service Desk staff on issues that can be resolved at first point of contactTrack, analyze data and create reports on metricsEnsure end users receive superior support servicesAs project manager and dedicated point of contact for the Digital Transformation team, I handle projects related to desktop infrastructure (i.e., Technology upgrades, new hardware/software deployments, iPhone and Avaya desk phone installations and configurations)Provide Backup VIP / Executive supportCoordinate with cross-functional teams resulting in a seamless transition of SAP upgrades and modificationsAssisted with Image testing and reportingInterface with peers and leadership daily to stay abrupt of current and completed taskEscalation point of contact for critical issues

Promoted to Team Lead, after 2 months of being hired by Insight, to oversee a team of 6 analyst and that the day to day hardware / software issued were handled and processes were followed efficiently.Subject matter expert in all aspects of Desk Side SupportProvided Executive Level support for the Trade Floor and/or facilitated the efforts to keep the trade floor staff up and running with little to no downtime.I was responsible for maintaining current knowledge of all applicable systems and software toolsOversaw the day to day functions at Phillips 66 for L2 Ensured that the P66 ServiceNow SLA was met and that tickets were assigned accordinglyWorked effectively with the Service Desk team lead and management staff to succeed in meeting and exceeding department, as well as company, business goalsManaged the Walk-up support area and guaranteed it was staffed during agreed upon business hoursValidated that technicians were stocking/replenishing the Tech Smart vending machines Coached teammates on proactive activities to drive success within the Services DepartmentManaged workload of teammates by ensuring adequate coverage in all situations - which included providing personal relief/coverage for clients and overall do what was necessary to ensure all requests were handled appropriatelyProvided escalation direction and/or assistance to teammatesRegularly monitor teammates for training opportunities and provide feedback to Services management Acted as the first point of reference for teammates, as well as the point of contact for P66 and teammates during a manager’s absenceDeveloped and maintain strong, positive relationships with internal teams and business partnersProvided regular reports to Services Managers for analysis Participated in all departmental meetings Analyzed and refined processes for efficiency and quality

IT Support for 3000 plus users, including Trade Floor employees, at the Houston Head Quarters in a Windows 10 environmentPerformed hardware troubleshooting/installations and moves, upgrades, software installations via SCCM and Windows 10 updates/firmware upgrades etc...Performed MS Office 365 administration and trouble shootingTelecom/Cisco VOIP telephone installation / Cabling via IDF room, troubleshooting and configurationsAsset Management via ServiceNow ticketing systemProvided VPN, Citrix and RSA troubleshootingProvided optimization and fine tuning of desktop/laptop and company iPhone performancePerformed remote support via Teams, Webex and Remote AssistanceProvided onboarding support for new employees and contractorsProvided Executive Level support for the trade floor staff with little to no downtime.

My primary responsibilities were to investigate existing Incident/Task and Request tickets for Houston deskside queues and engage team members to ensure accurate and timely statuses, appointments and notes with diligenceAs primary for queue management, I delegated Incident/Task and Request tickets to analyst in a timely fashion based on skillset and response timesAttended and participated in weekly hotspot meeting(s) as I represented the team on questionable issues while raising concerns or needs for assistanceAs primary for mobility/voice (Cell Phone Activation/Repairs Etc...) requests, I developed Knowledge Base articles for the team(s) on the entire process. Other documentation that’s created was on an as needed basis for the Help Desk so issues that arise could be resolved at first point of contact. I also attended bi-weekly mobility meetings regarding questionable or existing issues regarding the functionality of mobile devicesAs an IT Deskside Support Analyst, I not only deployed equipment to End Users, I troubleshot all hardware issues ranging from PC's, Laptops, Monitors and peripherals. Occasional software issues may have occured as it related to the machine and its functionality. Also, I installed and configured AVAYA telephones.Managed the IT Help Center for walk up technical service(s) for all internal employees and contractorsProvided Executive level support to all Sr. Management

Provided access management via Active Directory account creation and administrationProvided Microsoft Office 0365 email account creation and administrationProvided Shortel/Mitel telephone installation and configuration for end usersPerformed ongoing performance tuning, hardware upgrades, and resource optimization along with desk side support as requiredProvided remote support for end users via phonePerformed Windows 7 and Windows 10 laptop/desktop images using MDT (Microsoft Deployment ToolKit)Performed regular file archival/purge and Windows system data restores as requestedProvided Tier II support for the Help Desk, Desktop Support and IT Executive Support on all systems and applicationsOversaw new employee onboardingManaged workflow via ticket assignmentWas responsible for the IT Procurement process for Beaumont, San Antonio,The Woodland’s (Head Quarters) and retail stores. Other duties performed, as it relates to procurement, are vendor management, asset management, inventory management, Was responsible for the daily and long-term strategic management of software and software licensing, negotiated pricing reduction initiatives with vendors and facilitating of timely invoice payments

Same as Conn’s HomePlus....

Laid off due to company downsizing and outsourcing to overseas.

Escalation point of contact on the Tier III team, as I received all critical issues, resolved and/or delegated product and service problems related to NetBackup, Tape libraries and Evault Directed India, UK and U.S. Backup teams as I managed the workflow for aging, high and critical issues (triaged tickets among team members)I was a trusted support for SME's,TAM's, AE's and various levels of management internal and external to SunGard, as I addressed critical issues and personally resolved or managed the effort in finding the proper resolutionOther duties included Problem Management, Change Management, Operation Management and Capacity Management.Created documentation for NetBackup and Evault processesTrained Level I and Levell II staff on various process and proceduresTrained Data Center staff nationwide on the scratch management process Created and implemented a $1.5M savings while managing media flow between internal Data Centers nationwide (Many accolades for this initiative)Managed daily backup status reportsPerformed preventative operational backup administration duties Configured, tuned, provisioned and managed backup environmentsIdentified and resolved root cause of problems, malfunctions and errors in a timely manorInstalled and upgraded internal and customer environmentsParticipated in On-call rotationImmediate expertise for Disk space, Data backup and recovery, Disaster Recovery of NetBackup and EvaultWas responsible for daily health of the Netbackup and Evault environments

Worked on Managed Enterprise Netbackup Environments for Tape based backupsAssgined to work on Backup Audit Project as I identified over 200 plus servers and migrated those that were being backed up via Terremark or Backup Exec to NetBackup and uninstalled old or existing backup software that was no longer needed saving around $8000 in backup usage for the quarterMinor troubleshooting of SL3000 tape library and tape drivesMonitored daily health of NetBackup server environmentsImplemented servers to Netbackup and assisted in the decommissioning phase of backup serversInstalled Windows Media Servers in NetBackup to efficiently run backups Configured NetBackup EnviromentPerformed Phase 1 and Phase 2 tape imports on 600 plus tapes, restoring data back to the NetBackup systemReacted and responded to day to day problems and changes related to data backup and recovery and missed / failed backupsPerformed upgrade to Aptare Storage Console/reporting tool to latest version and minor configurationsConfigured, administered and upgraded Symantec OpsCenter agent and Aptare to run automatic reports of backup status, consecutive backup failures, disk status/volume alerts etc…Administered Symantec DLO agent by setting up endusers to get their desktop/laptops backed up, troubleshot failed backups, restored personal data that was deleted/lost back to their computers

Technical Responsibilities and Achievements:_________________________________Acted as Tier 2 escalation point of contact while troubleshooting Netbackup tape librariesServed as backup escalation within Tier 2 due to my understanding for critical issues, excellent time management, task prioritization, good planning and communication skillsMonitored daily health of Netbackup server EnvironmentsReacted and respond to day to day problems and changes related to data backup and recovery and missed / failed backupsPerformed Server migrations and provisioning, troubleshooting and some phases decommissioningBusiness Side Responsibilities:_______________________________Drove and supported Priority 1 calls, delivered client side damage control, quick time resolutions and root cause analysis follow upTicket and Change queue management closing an average of 140 NBU tickets a monthHigh support in a client service oriented environment quickly engaging the right people in order to expedite solutionsEscalated and Identified critical issues to management Through a business oriented language explain all diversity of technical issues to SunGard Clients

Supported departmental applications, such as, Centricity, Omnicell, Morrison & Dickson and Secure VaultParticipated in the testing of EPIC between Pharmacy areas, Admissions and actual go-liveResponsible for deployment of hardware(PC’s, printer’s), upgrades and internal moves of equipmentTroubleshot problems related to hardware, software, peripherals and Internet / IntranetManaged projects between Information Services, Vendors and Pharmacy areasAssisted in testing new software, hardware, peripherals prior to installationMaintained departmental Website by updating with new policies and procedures, training videos, new employee photos, latest news etc…Responsible for monitoring and maintaining Unix print queues and disk spaceCreated and deactivated Centricity and Omnicell user accounts for new and termed employeesPrepared monthly downtime reporting of all critical/no-critical hospital applications and programsResponsible for the setup and configuration of internal command centers for Pharmacy in case of a disasterPerformed other software/hardware duties as neededQuery databases to provide workload, usage, and billing reports

Provisioned all user accounts and folder/file permissions, via Active Directory, on Texas Children’s Hospital’s network Domain. Other Accounts created, modified and troubleshot Citrix/VPN ConnectionsHandled all escalations and ensured all customer expectations for network access were met and accurateAssisted Management in the interviewing and hiring process

Granted file/folder permissions, created, deactivated, reset and/or unlocked user accounts using Active Directory, Oacis, Logician, Macess, Carestepp, Emstat, Profsoft , Medic, Mysis, IDX/EPM and Remote Access/VPN, (Account Management)Troubleshot end-user issues related to printers, hardware, software, peripherals and Internet/IntranetRouted calls to field Technical staff that could not be resolved at the Help DeskAssisted Technical staff out in the field as neededActed as the help desk 2nd level supportHandled all critical issues that came to the Help DeskEnsured all Executive staff , Doctors and Consultants PC, printer(s) and other access needs were metCreated and maintained documentation for the Help Desk processes and proceduresParticipated in the interviewing process of future employeesTrained and Developed College Interns with the Service Desk Policy and ProceduresLead the Operations of a team of 12 Help Desk Analyst

Provided 24x7 support for hardware related issuesMonitored all daily hospital batch jobs for errorsRan various print jobs for department personnel as requestedMonitored consoles for system integrity, disk space usage and connectivity issuesMonitored/Ran daily backup jobsRan tape restores for support staff and end users as needed