I worked for Hemmersbach as a Senior Desktop Support Technician but at the offices of Wood PLC. I worked for Wood for over 10 years before being transferred to WWTS and later to Hemmersbach, still at the same location with Wood and with the same responsibilities I've had for the last 16 years when I was employed directly by Wood. Senior/Lead - PC Deployment Dept.Tier 3 Desktop Support - Multiple locationsImaging and configuring new desktops/laptopsUser Migration of data and upgrading from PCHardware upgrade- SCCM- SCSM- Active Directory- Altiris Deployment Console Solution - Symantec Ghost- Proprietary scripts (Migration tools)Receiving via OracleInventoryAsset Tracking and reporting

I worked for Worldwide TechServices as a Senior Customer Service Engineer at the offices of Wood. I had worked for Wood for over 10 years and then transferred over to WWTS. I continued to work in the same location and have the same responsibilities as when I was employed directly by Wood. Senior/Lead PC Deployment Dept. Tier 3 Desktop Support - Multiple locationsImaging and configuring new desktops/laptopsUser Migration of data and upgrading from PCHardware upgrade- SCCM- SCSM- Active Directory- Altiris Deployment Console Solution - Symantec Ghost- Proprietary scripts (Migration tools)Receiving via OracleInventoryAsset Tracking and reporting

Senior PC & Software Deployment Lead (Sept 2011 to Aug 2016)Tier 3 Desktop Support - Multiple locationsImaging and configuring new Dell Desktop and Laptop PC's for Wood Group Mustang, Wood Group PSN, Wood Group Kenny (and other Wood Group Companies) throughout the United States.Migrating over 5000 user data and upgrading from Windows XP to Windows 7.Hardware Upgrade- SCCM- SCSM- Active Directory- Altiris Deployment Console Solution - Symantec Ghost- Proprietary scripts (Migration tools)Receiving via OracleInventoryAsset Tracking-------------------------------------------------------------------------IT Help Desk Department Lead (May 2008 to Sept 2011)Managed day to day activities on the Helpdesk which including but not limited to:Implementing Help Desk Support Department proceduresPoint of contact between Management and helpdeskScheduling and TrainingProvide local and remote desktop support for corporate headquarters and satellite locations worldwide. Established lines of communication between project and Technicians. Reduced technical resolution turnaround time. Implementation of new software installationAs well as items listed below on Help Desk Support Technician.-------------------------------------------------------------------------Help Desk Support Technician (Jan 2006 - May 2008)Performed helpdesk/desktop support for corporate headquarters and satellite locations world wide (10,000 employees).Support via email, phone, and person to person.Trouble shot network connectivity, network printing and user access issues, Outlook, Citrix, RightFax, and many other programs. Active DirectoryMaintained computer systems and performed memory upgrades. Computer Setup and configuration.

• Technical support for state of the art medical hearing testing equipment• Support via email, phone, & in-office visits• Point of contact between users and field technicians• Computer setup and configuration• Calibration of medical device attached to computer system • Log customer’s inquiries via tracking system

Technical Support Shift Supervisor (1/02- 05/05) Manage whole shift including other supervisorsApprove all vacation and time off requestManage breaks and keep track of each tech and their dutiesRunning of critical customer account updatesProcessing nightly billing for dial-up and web hosting customersTracking of attendance and tardinessSubmit a shift report with the required daily informationMonitor tech calls several times weekly------------------------------------------------------------------------------------------------Technical Support Supervisor (12/01 - 01/02) Worked together with shift supervisor to manage shiftManage breaks and keep track of each tech and their dutiesRunning of critical customer account updatesProcessing nightly billing for dial-up and web hosting customersTracking of attendance and tardinessSubmit a shift report with the required daily informationMonitor tech calls several times weekly------------------------------------------------------------------------------------------------Network Operations Center Agent (9/01 – 12/01)Monitor all network traffic as well as all servers, routers, and gatewaysDo hourly stats and test on network and servers.Submit a shift report with the required daily information------------------------------------------------------------------------------------------------Level 2 Technical Support Agent (8/01 – 9/01)Take inbound calls, email, and do live technical chat supportResolving customers dial-up connection, no browse, email, file transfer, and other technical issuesLog customers calls via an online internal system

• Support via incoming calls• Resolving customers technical and billing issues• Log users issues via ECCO tacking system• Run customer account updates• Process billing request• Up-sale service if possible