Field Services Engineer

• Oct 2019 - Present

Desktop Support Technician

• Oct 2017 - Oct 2018

Shell Corp – Woodcreek Complex, Houston, TX Oct 2017 - Present Refresh of 600 HP Windows 7 to Windows 10 laptops. • Deployed/Refreshed new workstations. • Provided end user break-fix for EUC equipment's Troubleshooting abilities consisting of Windows XP - 10 operating systems, network infrastructure, network configuration, and PC hardware. • Install new / rebuild existing PC’s configure hardware, peripherals, services, settings, directories, storage, among others. • Backed up of user data using Shell EZ Backup application. • The configuration of HP laptops and Shell applications. • Imaging using Microsoft Deployment Toolkit. • Confirmed users PST convert into Office 365. • Experience using the system such as Remote Desktop Manager, Active Directory, and Service Manager EMEA2. • Knowledge of wireless networking and VPN technologies. Show less

Support Service Analyst

• Nov 2006 - May 2017

Supported, maintained network server and 1000 end users’ support within the division. • Contributed and maintain system standards on Windows Server 2012R2.• Provided end user break-fix for EUC types of equipment.• Applied OS upgrades and fixes when needed. • Setting up or removing user accounts in Active Directory.• Granting users network, data, systems, and application access through Active Directory.• Created Group Policy Objects (GPOs) throughout the Active Directory.• Troubleshoot end user issue using Dame Ware.• Configured and updated system application per project and/or operational needs. • Maintained database on SQL Server.• Installed and maintained Windows 7 and 10 OS.• Diagnosed desktop issues in Windows 7 & 10 environment.• Maintained and configured: iPad and iPhone using AirWatch and Box, Android devices, and Surface devices.• Maintained mobile devices using Cisco Two Factor and Bit Locker. • Refreshed on average 20 desktops a month.• Experience using ticketing system in Altiris and Cherwell.• HIPAA Knowledgeable. Show less

Support Service Coordinator

• Aug 2001 - Nov 2006

Supported and maintained 200 end users within the department. • Provided end user break-fix for EUC types of equipment.• Provided Level 2 support per request from end users.• Experience using ticketing system in Altiris and Cherwell.• Troubleshoot end user issue using Dame Ware.• Maintained mobile devices using Cisco Two Factor and Bit Locker.• Deployed 50 plus refresh lease equipment monthly.• Created Visual Basic scripting to automate an everyday process.• Maintained a Linux server.• Consulted with departmental personnel regarding issues and management requirements.• HIPAA Knowledgeable. Show less

Database Report Analyst

• Jun 2000 - Jun 2001

Designed reports for management that were use to oversee department performance and problematic devices related to customer equipment.*Queried,analyzed and compiled reports using MS Office, Matrix, Oracle and Smart databases.*Created and distributed forecasting/revenue reports for management.*Created,implemented, and tested application for production within departments.*Queried and analyzed reports for customers and sales team.

Desktop Technician

• Sep 1996 - Jun 2000

Supported 270 users regarding network,computer and phone issues.*Created user accounts via network and Smart databases.*Built , configured and repaired computers and peripheral devices.*Installed new data and phone lines.*Coordinated the ordering and installation of spare parts.*Inventory of computers and peripheral

Contract Administrator

• Feb 1994 - Sep 1996

Reduced non-contract repairs from 500 to 180 (64% reduction) via reorganization of the department process and better communication with the customers. *Issued estimated quotes to customer via fax or contract. *Ran daily reports using MS Office applications. *Issued new customer account numbers in the Oracle Database.*Provided contract information to the Billing,Credit and other departments.