IT Technical Support Specialist II

• Sep 2022 - Present

We listen. We care. We serve. I help provide "Best in Class" IT Services to all associates allowing them to provide our customers and clients in need. We listen. We care. We serve. I help provide "Best in Class" IT Services to all associates allowing them to provide our customers and clients in need.

Team Leader - Service Desk

• Aug 2022 - Sep 2022

Lead Team of HelpDesk Agents in US and Mexico supporting restaurant POS Systems for Jack in the Box. Lead Team of HelpDesk Agents in US and Mexico supporting restaurant POS Systems for Jack in the Box.

Information Technology Manager

• Mar 2021 - Jun 2022

Manage 5 associates to provide user support using AD, Azure, and MS-365. Setup Windows and MacBooks for new and existing users with required software. Used CALCIUM help desk system to create, work, track, and resolve Agent help desk tickets. Recently started working to relocated office to larger new office location. Provide remote support using Teams, Slack, WebEx, and Teamviewer to users. Provision work at home inbound call Agents for Covid project for multiple states. Software include Email, Teamviewer, Slack, Nessus Cyber Security Scan, and Kaspersky. Also install and configure VMware Horizon VDI client for AgentsAttend and hold meetings using Teams, Google Meet, Zoom, and WebEx. Support Network printer and network scanning for users. Show less

DESKTOP SUPPORT TECHNICIAN/HELPDESK

• Aug 2020 - May 2021

Provide user support using AD, Azure, MS-365, and Google Admin for Workspace and Gmail. Setup Windows and MacBooks for new and existing users. Used Lansweeper helpdesk system to work track, and resolve user helpdesk tickets. Support Forticlient and Torguard VPN connections and setup. Recently started working with Dell Switched and configuring equipment to drop ship to Los Angeles for new office location. Provide remote support using Teams and Teamviewer to users. Attend and hold meetings using Teams, Google Meet, Zoom, and WebEx. Support Network printer and network scanning for users. Show less

Field Service Engineer

• Oct 2017 - Aug 2020

Provide onsite support for customer regarding desktop issues, internet & network issues as well as server and MS Exchange problems. Support includes desktop troubleshooting, imaging, software installations as well as network troubleshooting of connectivity issues. Work with Windows XP/7/8/10 Microsoft operating system as well as SBS 2010/2012 including MS Exchange. Document finding and procedures used to resolve customer issues as well as train customer for productivity and how to avoid future problems. Show less

Field Service Engineer

• Oct 2017 - Aug 2020

Network/Server/Desktop Phone Support

• Sep 2016 - Feb 2017

Support over 250 client from cloud services, email, and network connectivity including WiFi. User administration using Active Directory, Citrix, and VMware including application support and hardware support. Support over 250 client from cloud services, email, and network connectivity including WiFi. User administration using Active Directory, Citrix, and VMware including application support and hardware support.

INFRASTRUCTURE ROLLOUT TECH

• Jul 2016 - Sep 2016

Travel to Target stores to install Cisco Meraki Wireless Access Point, Install a Dell PowerEdge server with 2 blades, Setup and Image Workstations, and update all IOS iPad and iPod devices at each store. Each store is schedule for 1 day to complete all the task. Work with Target Infrastructure, Store Managers, and communicate progress to CompuCom. Travel to Target stores to install Cisco Meraki Wireless Access Point, Install a Dell PowerEdge server with 2 blades, Setup and Image Workstations, and update all IOS iPad and iPod devices at each store. Each store is schedule for 1 day to complete all the task. Work with Target Infrastructure, Store Managers, and communicate progress to CompuCom.

Technical Support

• Dec 2014 - May 2016

Provide IT support to UAMS employees, students, and patients with system and applications issues including server, Epic, Office Apps, SAP, and network problems. Provide accurate and timely solutions to end user computer and networking problems. Performs restorative and maintenance Actions either remotely or at the end user's location to resolve problems, using troubleshooting and technical skills. Responds to situations where standard procedures have failed in isolating or fixing problem equipment, software installations, or configuration changes. Created project for RIOA which I managed and performed the work of deploying 30 recycled systems saving over 40K in just 2 weeks. Originally started as Shipping/Receiving Clerk to Receive trucks and process packages in SAP system. Deliver packages through UAMS to Department’s and individual and using Motorola handheld scanners for proof of receipt and posting to the SAP system. Show less

Network Engineer

• Oct 2012 - Sep 2014

Designed and implemented network infrastructure for new HFW plant. Duties included configuration, implementation, and administration of Cisco wireless controller 5508, 7 AIR-CAP15552E and 3AIR-CAP 2602I access Points. Configuration of 25 plus Cisco 3560 switches and installed to create fiber ring throughout plant. Other task included upgrade of Cisco 3925 VoIP phone system to 7.1 for compatibility of new model phones. Installed and managed Windows servers 2003/2008/2012 with DNS, DHCP, and Hyper V with Shared SAN HP storage with over 50 TB in a RAID 5 configuration. Administration of windows servers including installation, updates, performance tuning and database functions. Performed desktop/laptop setup installation of Win XP, 7, and 8 that included SAP 6.2/7.0, office 2010, and Symantec Encryption, SAP was key to our business there supported users a regarding access, connectivity, printing, and connectivity 24/7 for reliable uptime. Including data cabling, and user support. Setup, configuration, and administered Barracuda Backup Sever 690 at both plants for reliable data backups. Also responsible for implementing security cameras and 16 port DVR system as well as 19 monitoring cameras throughout plant to help operators perform their job. Setup admin offices with Polycom audio/video conferencing that included configuration, running audio/data cabling, optimize bandwidth, and configuring IP and network settings. Also added other video conference site in address book for quick connectivity. Once online I was primary support for any issues or problems regarding audio/video conferencing. Other duties included management of contractors and provide management with updates. Administer Motorola 9500 and 3100 handheld scanners with images and SAP access. Support users with Windows 7/8, office 2007/2010, and various other programs including encryption for laptop users. Show less

DSL Engineer

• Feb 2012 - May 2012

Sr. Systems Engineer

• Apr 2008 - Feb 2010

Director of Information Technology

• Nov 1996 - Nov 2006

Design and implementation of corporate WAN based on 400 remote sites. Design includes network infrastructure, network topology, data communication methods, and hardware. Other components include naming schemes, TCP/IP addressing scheme, and email system selection. Network design consists of Microsoft NT 4.0/2000/2003 Servers operating in a multiple domain environment using TCP/IP. Software implementations include Citrix Metaframe Farm, Check Point Firewall, Websense website filtering, and Mail Marshall for email content filtering working with Exchange Server 5.5. WAN connections consist of Bay Network Routers connected via MCI Frame Relay at speeds of 56k, through T1 to host Bay Networks BLN-2 Router. Other WAN connection consist of Nortel Network Contivity 100’s connected to DSL & Cable broadband connection back to host Nortel 4500 Contivity for secure VPN. Setup and Administered 4 sites using Polycom Video Conferencing systems. Other duties include managing the IT department of 7 employees. Establish and maintain vendor relations for WAN connections, Software licensing, hardware purchasing, Offsite Media storage, and Disaster Recovery. Started as Network Engineer of Information Technology and later prompted to Sr with management duties. Recognized with press releases from Microsoft, Citrix Systems, Nortel Networks, and PreEmpt D/R for sound and effective Enterprise Data Center and WAN Show less