Experience

60th Force Support Squadron

• United States
• Armed Forces
• 1 - 100 Employee

• System Administrator

  • Feb 2021 - Present



Travis Air Force Base

• United States
• Armed Forces
• 1 - 100 Employee

• Information Technology Specialist

  • Feb 2019 - Feb 2021



National Institute of Neurological Disorders and Stroke (NINDS)

• Bethesda, Maryland

• Desktop Support Engineer

  • Aug 2015 - Jul 2016



Defense Information School

• United States
• Education Administration Programs
• 100 - 200 Employee

• IT Specialist

  • Jan 2014 - Feb 2015

  ● Diagnose and repair software and hardware issues on laptop and desktop PCs in a 2,500+ Windows and Mac device environment. ● Manage user accounts and machines in an Active Directory system that includes groups for students, instructors and staff. ● Support Microsoft Office and Adobe Creative Suite. ● Use Dameware Remote Control software to remotely control computer systems. ● Manage updates and software installs on Macintosh PCs with JAMF Casper Suite. ● Report tickets in VimBIZ ticketing system. Use the same VimBIZ system to manage inventory. ● Respond to user requests for service. Monitor the help desk counter, phone line and email account. ● Create and deploy software patches with IBM Endpoint Manager using its relevance and action scripting language. ● Set up/tear down and move PCs in classrooms throughout campus. ● Test network drops and run network cable. ● Configure laptops to be used for remote access to the network via a VPN. Install Windows 7, DoD root certificates, and Citrix Remote software on the laptops. ● Deploy OS installs via MDT and occasionally Norton Ghost. Show less



TEKsystems

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

• Application Specialist / Windows 7 Migration Support Specialist

  • Apr 2013 - Jun 2013

  •Answer incoming technical support phone calls and emails in a high-volume environment and enter all pertinent information and updates of the reported issues into a ticket tracking application. •Analyze and document reported issues and outages - determines severity, impact, and nature of reported issues, and begins incident or service request management process •Delivers high levels of customer service at all times and ensures compliance with Service Level Agreements (SLAs) •Provide 1st level and 2nd level technical support for any IT hardware including desktops, laptops, networking and telephony equipment •Proactively checks and takes ownership of Service Desk queue for open tickets •Assist various teams in the I.T. Department on corporate I.T. project •Document solutions into Knowledge Base articles to improve future service delivery •Responsibility for granting access to shared drives, and adding group memberships in active directory. •Responsibility for processing contractor access request and processing termination request from PeopleSoft team. •Creating mailboxes, distribution list and granting rights in mailboxes using Exchange management console. •Assist remote users in connecting via the Citrix application to connect to their network resources. Show less



Fulcrum Vets, LLC

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

• Helpdesk Analyst

  • Feb 2012 - Mar 2013

  • Provides primary phone customer support in a high call volume IT help desk/call center environment. • Managed and supported 90 or more calls per day • Managed and supported 40 or more email requests and issues per day. • Supported and assisted users during the transition and deployment of Windows 7 to the whole enterprise. • Provided support for Microsoft Office and Microsoft Outlook 2007 and 2010. • Triage problems, analyze issues, and provide solution/guidance using existing knowledge base / scripts in a high paced environment. • Under general supervision the provided technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis in a call center environment. • Other responsibilities include password resets, e-mail requests, Fax, Web requests and direct requests for Help Desk support. • Password resets and account permissions were some daily activities performed in Windows Active Directory. • Help Desk Specialist will document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution. • Document and track support activity and clearly communicate technical solutions in a user friendly professional manner. • Uses expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to CMS. • Develops working relationships w/functional groups to support the Service Desk (SD) goal of providing CMS customers w/ service outlined in Service Level Agreements (SLAs) for First Call Resolution (FCR), Abandon rate, Queue Management. • Document trouble ticket problems: Open tickets and maintain accurate information and timely updates using REMEDY Ticketing System. Show less



CHRISTUS Health

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

• Application Analyst / Kronos Administrator

  • Oct 2006 - Jun 2008

  • Used HP-Openview, Windows XP and 2000, Windows Office on a daily basis.• Read manuals and technical reports to learn how to develop programs that met staff and user requirements.• Executed daily operations of daily monitoring and controlling of Kronos, Meditech and HBOC systems.• Was instrumental in the deployment of Windows 7 O/S.• Trained staff and users to work with computer systems and programs.• Was instrumental in migrating over 25,000+ employee data to newer and upgraded servers.• Coordinated and linked the computer systems within an organization to increase compatibility so information can be shared.• Consulted with management to ensure agreement on system principles.• Determined computer software and hardware needed to set up and alter system.• Conferred with clients regarding the nature of the information processing and computation needs that a computer program is to address.• Structured and maintained a Christus Health's time and attendance systems.• Tested, maintained, and monitored computer programs and systems, including coordinating the installation of computer programs and systems.• Developed, documented and revised system design procedures, test procedures, and quality standards.• Expanded and modified systems to serve new purposes and improve work flow.• Responded to written and telephone requests for training or help with data transfers, over net training, and assistance in payroll issues.• Provided staff and users with assistance solving computer related problems, such as malfunctions and program problems.• Experience with the ITIL process on a weekly basis. Show less

• Computer Operator

  • Sep 2003 - Oct 2006

  • Used Peregrine Ticket system, HP Openview, Windows XP and Windows office at a daily basis.• Monitored data and controlled computer systems and peripherals to include over 100 servers at 20+ locations throughout Texas, Louisiana, and Arkansas.• Determine and facilitate effective quality solution to all levels of users.• Ensured that network was available to all system users via Network Node manager and HP openview and resolved data communications problems.• Received telephone calls from users with data communication problems such as data transmission and documented it via HP openview and Peregrine ticketing system.• Reviewed procedures user followed in order to determine if specified steps were taken.• Explained user procedures necessary to transmit data.• Monitored modems and display screen of terminal to mainframe computer to detect error messages.• Determined nature of problem and read codes on screen to diagnose problem.• Read technical reference manuals for communications hardware and software in order to learn cause of problem.• Instructed user to enter specified commands into computer to resolve problem.• Called service technician for service when problem could not be resolved.• Recorded number of daily data communications transactions and number of problems and actions taken via HP openview.• Updated documentation in order to record new equipment installed, new sites and changes to computer configurations.• Inspected communications wires and cables in server the NOC / server room.• Acted and as TIER 1 and 2 help desk support during swing shifts and weekend hours.• Supported and Troubleshoot Windows all flavors of Window OS• Supported and Troubleshoot Windows Office product• Utilized Remote access tool to access Servers and users computer to resolve issues.• Performed daily back up of the whole enterprise systems. Show less



Paychex

• United States
• Human Resources Services
• 700 & Above Employee

• Application Analyst

  • Oct 2002 - Sep 2003

  • Answers end user calls of IS department Service Desk.• Registers and manages Service Desk tickets including routing tickets to and contacting other IS staff.• Resolves basic end user problems through the phone following IS Department technical solutions and using technical experiences and knowledge.• Resolves basic end user desktop system problems by remote accessing desktop systems or going to users’ desk following IT department technical solutions and using technical experiences and knowledge.• Collaborates with System Administrator and Application Analysts to troubleshoot and resolve end user desktop system problems through the phone or at user’s desktop.• Provide assistance to end users for the use of computer hardware and software including operating systems, printing, email, Microsoft Office suit and other business application clients on the desktop computer. Show less

• Lead Computer Operator

  • Aug 1999 - Sep 2003

  • Executed daily operations of the workload in the computer operations department.• Directed the activities of workers engaged in computer operations.• Planned policies and procedures for carrying out computer operations.• Met with supervisors to discuss the progress of work and resolve problems.• Was instrumental in upgrading both branch's, San Antonio and Austin, to Windows XP from a Citrix thin net client system.• Was instrumental in upgrading both branch's, San Antonio and Austin, phone system from Nortel to Avaya.• Ensured that standards for quality and quantity of work were met.• Trained and managed 5 payroll processor and achieved significant improvements in their productivity.• Adjusted hours of work, priorities and staff assignments to ensure efficient operation, based on work load. Show less