Experience

HILL COUNTRY COMMUNITY ACTION ASSOCIATION, INC

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• IT Specialist

  • Aug 2020 - Present

  • Provide deskside support of local office workers and assist remote workers at over 30 site locations via Branch vpn networks. • Initiate a networked system of tracking users and devices, and configuration sheets for managed devices. Maintain and update a cache of Warm Spares for quick deployment. • Receive new devices, deploy standard image and install applications, capture and restore user profiles during migrations and deployments. • Receive old devices, evaluate for re-use or disposal, reset or reinstall Windows, clean the OS, upgrade device memory and HDDs. • Upgrade and update the GoToAssist console by creation of tags, organization into groups to enable quick management of users and devices. • Handle the creation and disabling of user Active Directory accounts, password resets and unlocks as well as the creation and deletion of user mailboxes. • Collaborate with the Technology Manager in recommending group policy changes and driving changes to computer configurations. Show less



Optum

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Assoc. Tech Support Analyst

  • Feb 2014 - Nov 2019

  • Provided desktop support and remote support for Microsoft Outlook and Excel, Microsoft Sharepoint, Cisco WebEx and AnyConnect, Pulse Secure, Citrix VDI, VMware and industry specialized apps in the 2nd-tier helpdesk queues using call center, voip software, and Bomgar remote. • Documentation of calls and incidents utilizing ServiceNow, deployment of apps and fixes via Altiris Service Desk. Resolve authentication issues with RSA token and MyID Smartcard VSC systems. • Volunteered in projects such as MyID Desktop and Avaya One-X, Symantec Endpoint Protection deployments in the New Technologies group as well as selected for SWAT, SWARM teams to respond quickly to support requests. • Utilized OneConnect to author client-facing knowledge articles for Outlook, contributed troubleshooting and resolution steps to peers and 1st tier analysts using Knowledge Management documentation. Show less



UnitedHealth Group

• Hospitals and Health Care
• 700 & Above Employee

• Technology Specialist Level II

  • Aug 2007 - Feb 2014

  • Refined and expanded desktop imaging responsibilities begun as a contractor. Volunteered for special project work in automation, utilizing Macro Express in which macros were suggested, evaluated and tested. • Achieved Dell and HP accreditation as a Platform Specialist in business desktops and laptops, demonstrating proficiency in troubleshooting hardware issues and warranty claims. Maintained consistently high performance levels and received several SPOT and performance awards, Bravos, demonstrated stellar customer service. Show less



TEKsystems

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Desktop Support

  • Sep 2006 - Aug 2007

  • Performed desktop imaging, data migration and application installation via Altiris Web Console, provided next-day support to users following migration and deployment of new systems, to include a variety of troubleshooting and resolutions to user issues with desktop and enterprise applications and configurations. • Responded to Level II trouble tickets via HP Service Desk and resolved complex problems either remotely or at the user’s desk, involving desktops, laptops, printers, and other peripherals. Demonstrated high level of independent work ethic as well as the ability to work cohesively with a team. Show less



IPI GrammTech, Ltd.

• San Antonio, Texas Area

• Orders Manager

  • 1999 - 2006

  • Assisted management and project leaders in streamlining processes in order entry using new and existing technologies which resulted in the ability to consolidate order entry, purchasing, and shipping. • Initially worked entering Sales Orders in MAS90 accounting system which progressed to entering Sales Orders, Purchase Orders, maintaining Order Tracking database and Inventory as well as shipping and receiving. IPI is a GSA and NAF schedule holder the work included projects for government entities requiring deployable, containerized servers, switches, and power supplies. Responsibilities came to include the installation of racks, servers, switches and power supplies into containers, installing Windows Server OS, cabling the servers and switches and testing of the final product before shipping. • Installed processors, RAM, components, printers and peripherals. Initiated tickets from telephone contacts into HEAT and responded promptly to customer service requests. Show less