Experience

DaVinci Digital

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Desk Engineer

  • Mar 2022 - Present



Velox Systems

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Service Desk Analyst

  • Jun 2021 - Mar 2022

  • Troubleshoot and resolve a myriad of issues across a large pool of clients in a wide spectrum of industries working in on-premise, hybrid and cloud environments. • Industries in the client pool include: accounting, finance and investment, bio-tech, construction, manufacturing, travel and leisure, healthcare, and government • Manage accounts and assets as well as troubleshoot issues in environments including: standard on-premise Active Directory and Exchange, hybrid on-premise Active Directory and Office 365/Exchange Online, and cloud based Azure Active Directory and Office 365/Exchange Online • Use a comprehensive toolset to manage the various issues affecting Windows, Mac computers, printers, and mobile devices including tablets, iPhones, and Android phones • Build and maintain relationships with a highly diverse group of professionals at every organizational level of the supported clients • High level applications and tools used: Microsoft 365 admin center, Exchange admin center with PowerShell, Azure AD admin center, ConnectWise ticketing, and LabTech Automate • License management for Microsoft and Adobe • Work with vendors and clients to resolve issues in more specialized/industry specific applications such as QuickBooks and TruBoost • Work with clients and team members to improve internal processes through comprehensive documentation • Assist network admins with any network equipment or server support assistance on an as-needed basis Show less



Plains All American

• United States
• Oil and Gas
• 700 & Above Employee

• Service Desk Analyst III

  • Apr 2018 - Apr 2021

  • Point of escalation for unresolved issues from tier I analysts • Responsible for interfacing with management on escalation decision making, approval process, and software licensing • Frequently used for executive interaction and special projects/transition tests • Deployment technician on a companywide Windows 10 upgrade project • Primary writer on a documentation update project for the ServiceNow updated knowledgebase • Support of applications during a large cross-border domain convergence project: SharePoint, WebEx Meetings/Teams, MS Teams, AD, Exchange mailboxes, MS MFA • Support all users during a migration from in-house Exchange to Office 365, including mailbox migration and mobile access • Hardware deployment and Windows configuration of new and replacement PCs for company personnel • Desktop support for all issues unresolved over the phone • Advanced hardware troubleshooting including driver and BIOS updates and settings, multi-monitor configuration, and custom hardware requests • Coordination of any needed warranty support for hardware replacement • Mobile device setup for iPhones and iPads • Mobile device management through the XenMobile Console • RSA Secure ID token management through the RSA Console • Conference room meeting A/V assistance, setup, training, and troubleshooting • Printer and scanner installation and troubleshooting • Exchange management of mailboxes and distribution lists • Shared folder, SharePoint, remote access, and other application access and account management through Active Directory and Azure AD • Oracle financial systems process and account management • Support of remote users during COVID pandemic • Assistance with setup and access for common applications such as: Citrix Gateway, SCADA, VPN, Google Earth Pro • Other applications used and supported: Track-It!, ServiceNow, Workday, UltiPro, Bomgar, Office 2013, Office 2016, Office 365, SCCM, BitLocker, Mainframe, Sophos, Enterprise Vault, iOS 12 and higher Show less



DYOPATH

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Senior Service Desk Analyst

  • Oct 2007 - Mar 2018

  • Support El Paso Electric covering many disciplines including: engineering, transmission & distribution, generation, trading, regulatory, financial, and other common departments • Large transition projects I collaborated on: Novell to Active Directory, Domino to Exchange • Account management and troubleshooting in Active Directory and Exchange EMC/Shell • Train and assist users with any issues encountered in Windows XP/7 • Management of incidents and requests through Altiris and Cherwell • Troubleshoot Windows, Office and hardware issues daily • Work with and train users leading up to an Office 365 migration • Account management and troubleshooting of a business critical, highly audited, Oracle based PowerPlant financial ledger system • Work with on-site support team with inventory management through Ivanti/LANDesk SCCM • Account setup and troubleshooting of a large data repository, EnterpriseConnect/LiveLink • Account management and troubleshooting for Oracle GIS database in ArcMap/ArcGIS • Troubleshoot VPN and wireless connectivity issues with Cisco AnyConnect and RSA • Troubleshoot and assist with custom Java applications on three major browsers: IE, Chrome, and Firefox • Spam filter management and reporting using, Mimecast, Securence, and Barracuda • Oracle accounts for financial systems/time and labor • File restoration in Windows Server Volume Shadow Copy • Troubleshooting common iOS issues such as connectivity, email, and backup • Citrix troubleshooting/management through the Receiver client and AppCenter • Install, train, and troubleshoot issues with the standard set of up-to-date office software including: AutoCAD, Adobe Acrobat, Ceridian, Cornerstone, SuccessFactors • Manage voice mailboxes through Zeacom Administrator • Printer installation, configuration, and troubleshooting • Primary escalation point for questions and problems encountered on the Service Desk team when promoted to senior analyst Show less